1 reviews | Active since Aug 2015
OnePlan Pet Insurance - serious concerns!
I had an amount that was rejected as it was not covered. I paid the amount in on 3rd December and sent the proof of payment through. I was advised it would take 24 - 48 hrs for the system to update. On 16th Dec I tried to load funds to my OnePlan card as I needed to take my dog to the vet on 17th Dec. Could not load as it says there was an amount o/s. I queried this and again sent through the pop (previously sent on 03 Dec). Every day since then I am told that they had some technical issues with payments and that it has been escalated and to be patient while they sort it out. I asked them what if this had been an emergency and my dog needed urgent care/treatment. I have repeatedly asked that someone please call me to resolve this sooner and I keep getting told to be patient and wait for feedback. I am so disappointed that due to their technical difficulties, I cannot take my dog to the vet as I cannot afford to pay upfront and then claim back. Seriously, I am wondering if I should change to another pet insurer.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us and we do apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do have your fur-babies best interests at heart.
Kindly note that should payment be made for an outstanding amount; it is important for policy holders to use the correct reference when making an EFT payment in order for the payment to be allocated correctly to the policy. In the event that an incorrect reference is used, the payment will have to be allocated manually.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us and we do apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do have your fur-babies best interests at heart.
Kindly note that should payment be made for an outstanding amount; it is important for policy holders to use the correct reference when making an EFT payment in order for the payment to be allocated correctly to the policy. In the event that an incorrect reference is used, the payment will have to be allocated manually.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for any inconvenience caused and we hope to restore the experience.
Kind Regards,
Oneplan