OP
Olivia P
1 reviews | Active since Oct 2017
04 Dec 2025, 10:32
Oneplan pet insurance is the WORST pet insurance - don't take it
I see that my last review has mysteriously disappeared. Not only have I not received a response to my last review, I now find out that I apparently can't claim because of a disputed invoice from February 2025. I already paid them, and they received the payment. Without my permission, they allocated this to my premiums instead of the claim query, and now my premiums are totally messed up AND I can't claim. What a bunch of clowns honestly. I have to spend the entire morning on a WhatsApp chat with them trying to sort it out. Do not use OnePlan pet insurance! It was sold to me as being so 'easy' and 'fast' but it's more of an admin headache than anything else. Can't wait to cancel this policy.
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Replies (3)
Oneplan Insurance's replyOfficial
04 Dec 2025, 11:29Dear Olivia,
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration you’ve experienced. We truly regret the circumstances that led to your Hellopeter review, and we are sorry that your recent experience with us fell short of the standard we aim to provide.
After investigating, we identified an error in how the payment was allocated when attempting to resolve the outstanding balance for the rejected claim. Unfortunately, the payment was incorrectly app**** to the premium balance, which resulted in no debits being processed for September and October, and a lower debit being processed for November.
We have escalated the rejected claim to our claims department for urgent attention. They have already made contact with the vet to obtain the correct invoice needed to finalise the claim. As soon as we receive further information, we will provide you with an update.
We appreciate your patience and the opportunity to make this right. We are committed to resolving this matter and restoring your confidence in our service.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply04 Dec 2025, 11:29
Official
Dear Olivia,
Thank you for bringing this matter to our attention.
We sincerely apologise for the inconvenience and frustration you’ve experienced. We truly regret the circumstances that led to your Hellopeter review, and we are sorry that your recent experience with us fell short of the standard we aim to provide.
After investigating, we identified an error in how the payment was allocated when attempting to resolve the outstanding balance for the rejected claim. Unfortunately, the payment was incorrectly app**** to the premium balance, which resulted in no debits being processed for September and October, and a lower debit being processed for November.
We have escalated the rejected claim to our claims department for urgent attention. They have already made contact with the vet to obtain the correct invoice needed to finalise the claim. As soon as we receive further information, we will provide you with an update.
We appreciate your patience and the opportunity to make this right. We are committed to resolving this matter and restoring your confidence in our service.
Kind regards,
Oneplan.
Oneplan.
OP
Olivia P's updateReviewer Update
04 Dec 2025, 11:36Same response I received last time. I am still waiting.
OP
Olivia P's update04 Dec 2025, 11:36
Reviewer Update
Same response I received last time. I am still waiting.
Oneplan Insurance's replyOfficial
04 Dec 2025, 15:49Dear Olivia,
Thank you for your patience and for giving us the opportunity to address the matter.
We sincerely apologise for the inconvenience you experienced. Our claims team has now obtained the required invoice for the rejected claim dated 22/02/2025, and the claim has been reviewed and approved. You will have received an SMS confirming the updated status. With this approval, the non-premium balance on your policy has been resolved, and no further payment is required from your side as the policy is also active and no premiums are outstanding.
You are also able to submit new claims on your policy as needed. Should you require any support with future claims or have any questions, please don’t hesitate to reach out, we are here to help.
Once again, we are truly sorry for the experience you had and appreciate the chance to make things right.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply04 Dec 2025, 15:49
Official
Dear Olivia,
Thank you for your patience and for giving us the opportunity to address the matter.
We sincerely apologise for the inconvenience you experienced. Our claims team has now obtained the required invoice for the rejected claim dated 22/02/2025, and the claim has been reviewed and approved. You will have received an SMS confirming the updated status. With this approval, the non-premium balance on your policy has been resolved, and no further payment is required from your side as the policy is also active and no premiums are outstanding.
You are also able to submit new claims on your policy as needed. Should you require any support with future claims or have any questions, please don’t hesitate to reach out, we are here to help.
Once again, we are truly sorry for the experience you had and appreciate the chance to make things right.
Kind regards,
Oneplan.
Oneplan.