1 reviews | Active since Oct 2023
Oneplan petinsurance terrible service
Terrible service.
Consultants are so helpful when you join up, but after that service is extremely poor.
I have 4 pet insurance claims that I am struggling now for weeks to get paid out or at least just to get an answer. 2 Very basic ones for vaccinations and 2 for hospitalization.
I am phoning regularly (costing me a fortune) to get it sorted, without any success.
Every time it is a different story. It as if they is no proper trial.
Today I was even told they received the last email from me 6 months ago. While in fact I send so many emails this month.
Not to mention that I also submitted some claims on the app that disappeared. I was told subsequently I need to submit via email, as the app was not working at that stage. Why then have it, if its not working.
I asked already twice to speak to a manager or someone that can give me proper answers. I was told that is not an option. One agent told me she will make sure I get feedback yesterday. I told her if it does not happen I have no other option but to report. Seems like that is not even bothering them.
Therefore please take my advice, do not sign up with OnePlan's pet insurance. You will regret it.
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Records on our system confirm that electronic communication was sent to your listed email address regarding the in-hospital and day-to-day claims that we received. The Pet Med Savings claims for the vaccinations of your fur-babies were processed as bank account refunds. Please take note that the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 workings or sooner depending on the banks.
Kindly note as per our policy terms and conditions, clients have 4 months to submit outstanding claims for processing. Any claims submitted after four (4) months from the Insured Event will not be accepted. Please note that it is the responsibility of the client to ensure that all claim invoices have been received by us.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or via App Chat or an email can be sent to ***.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Records on our system confirm that electronic communication was sent to your listed email address regarding the in-hospital and day-to-day claims that we received. The Pet Med Savings claims for the vaccinations of your fur-babies were processed as bank account refunds. Please take note that the standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 workings or sooner depending on the banks.
Kindly note as per our policy terms and conditions, clients have 4 months to submit outstanding claims for processing. Any claims submitted after four (4) months from the Insured Event will not be accepted. Please note that it is the responsibility of the client to ensure that all claim invoices have been received by us.
Should a client experience any issues with uploading the invoice via the Oneplan App, we have various alternative platforms that one can use to upload the invoices. Invoices can be sent to us via Whatsapp on *** or via App Chat or an email can be sent to ***.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
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.
Kind Regards,
Oneplan