KN
Karisa N
1 reviews | Active since Nov 2018
21 Jun 2021, 10:08
OnePlan - Pet Insurance - Very rocky start
Not the greatest sign up experience. Was assisted by Lerato Mathu during sign up & she seemed pretty knowledgeable and helpful. But when an incorrect amount was debited from my account on my 1st day of having my Pet Insurance policy, she went MIA and I had to struggle via the call centre to get my issue resolved. It took 14 days to get my money refunded. Not feeling very positive about how any future claim experiences are going to go.
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Oneplan Insurance's replyOfficial
21 Jun 2021, 11:32Good day Karisa,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused. It is deeply concerning that you had trouble getting a hold of the sales agent, this is not the level of service that we aim to provide our clients with. Kindly note we will be dealing with this matter accordingly. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
We are pleased to hear that you did receive the refund due to you, however kindly note that refunds to your bank may take between 7 to 14 working days to reflect in your bank account. For day-to-day claims, funds can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for, and the funds will be available within 60 seconds on you Onecard. We do require a detailed invoice to ensure that the funds that were utilized correctly.
We hope that you have a pleasant experience going forward. If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please don't hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused. It is deeply concerning that you had trouble getting a hold of the sales agent, this is not the level of service that we aim to provide our clients with. Kindly note we will be dealing with this matter accordingly. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
We are pleased to hear that you did receive the refund due to you, however kindly note that refunds to your bank may take between 7 to 14 working days to reflect in your bank account. For day-to-day claims, funds can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for, and the funds will be available within 60 seconds on you Onecard. We do require a detailed invoice to ensure that the funds that were utilized correctly.
We hope that you have a pleasant experience going forward. If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please don't hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Oneplan Insurance's reply21 Jun 2021, 11:32
Official
Good day Karisa,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused. It is deeply concerning that you had trouble getting a hold of the sales agent, this is not the level of service that we aim to provide our clients with. Kindly note we will be dealing with this matter accordingly. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
We are pleased to hear that you did receive the refund due to you, however kindly note that refunds to your bank may take between 7 to 14 working days to reflect in your bank account. For day-to-day claims, funds can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for, and the funds will be available within 60 seconds on you Onecard. We do require a detailed invoice to ensure that the funds that were utilized correctly.
We hope that you have a pleasant experience going forward. If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please don't hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience which has been caused. It is deeply concerning that you had trouble getting a hold of the sales agent, this is not the level of service that we aim to provide our clients with. Kindly note we will be dealing with this matter accordingly. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
We have attempted to contact you on the listed number; however, it was to no avail.
We are pleased to hear that you did receive the refund due to you, however kindly note that refunds to your bank may take between 7 to 14 working days to reflect in your bank account. For day-to-day claims, funds can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for, and the funds will be available within 60 seconds on you Onecard. We do require a detailed invoice to ensure that the funds that were utilized correctly.
We hope that you have a pleasant experience going forward. If you need any assistance, our social media team is available to assist you, Monday-Friday between 8:00-17:00 and Saturday 8:00-12:00. Please don't hesitate to pop us a message on those platforms for further assistance.
Kind Regards,
Oneplan