1 reviews | Active since Nov 2022
Oneplan Pet Insurance Claims Dept - Unacceptable Customer Service and ********* Conduct
Bad customer service experience today 18/02/2026. Rushed to the Vet at 7am with my two pets only to find out that the claims could not be loaded to the card. Called the Oneplan emergency number *** several times but the calls did not connect because it was outside of their operating hours. So what is the point of an emergency number? or what is their definition of ''emergency''? Long story short I had to return home without my Pets being treated at the vet. I rely on Pet Insurance, I cannot afford to pay cash for both my pets visits to the vet. I logged a call on the Oneplan WhatsApp number *** only to be told by the agent Athi that I have an outstanding claim. I rushed to check my records but found no outstanding claims from my side. When I probed further I discovered that they rejected a portion of a claim in August 2025 but neglected to inform me or failed to send proper correspondence. When I queried the lack of communication and their ineffective processes I was given a vague generic response by Athi and asked to make the repayment. So from August no correspondence, emails, phone calls to let me know the status of the account. My response was that I would have gladly repaid the outstanding amount had I known about it back in August 2025.
I asked to speak to the Team Leader/Manager, I was promised a call back, waited the whole day and no call back or even a response from Oneplan Claims Dept however I did note that Athi the agent kept the WhatsApp Chat open and did not close the chat, not sure if they will still respond or whether I will get a call back, I'm not holding my breath as they have not done so before. Clearly a non customer centric approach in an industry that is so competitive, how do they stay relevant? Extremely disappointed, frustrated and annoyed at Oneplan Pet Insurance Claims Dept.
Kindly note that the matter has been escalated to the relevant department for further investigation and assistance. A callback request has also been submitted for a manager to get in touch with you to discuss the matter.
Once again, we sincerely apologise for the experience you've had and look forward to restoring your faith in our services.
Kind regards,
Oneplan.
Kindly note that the matter has been escalated to the relevant department for further investigation and assistance. A callback request has also been submitted for a manager to get in touch with you to discuss the matter.
Once again, we sincerely apologise for the experience you've had and look forward to restoring your faith in our services.
Kind regards,
Oneplan.
Thank you for your generic reply.
After two weeks and me having to call Oneplan to address my claims queries, i finally got to speak to a Manager to address my concerns notwithstanding the fact that no escalation was done nor did I receive a call back.
I am still not entirely convinced that you claims process is efficient and effective in terms of communication however I did get a better service experience today from the call center agent who ensured that a Manager did contact but only after I had initiated the call myself.
I think I have adequately addressed my concerns regarding the benefit and underwriting elements of the Pet Medical Savings benefit on my policy and let hope that you do take note of it.
Thank you for your generic reply.
After two weeks and me having to call Oneplan to address my claims queries, i finally got to speak to a Manager to address my concerns notwithstanding the fact that no escalation was done nor did I receive a call back.
I am still not entirely convinced that you claims process is efficient and effective in terms of communication however I did get a better service experience today from the call center agent who ensured that a Manager did contact but only after I had initiated the call myself.
I think I have adequately addressed my concerns regarding the benefit and underwriting elements of the Pet Medical Savings benefit on my policy and let hope that you do take note of it.