PW
Philippa W
1 reviews | Active since Jul 2012
03 Dec 2023, 14:59
Oneplan Trap
I cancelled a pet insurance policy in August, making my last debit order 1st October '23. The reason why, I queried why my monthly contribution increased and benefits didn't, no-one could answer. You cannot get past the customer call centre. I cancelled the policy, but although the email was acknowledged, they still continued to debit my bank. I reversed the debit order and they changed the date and resubmitted. Once you authorize a debit order you cannot cancel it through the bank. They know this and continue to debit by changing the dates. The bank confirmed if they change dates or the amount the debit will go through. So I am paying for reversals and they continue to debit. Both parties are at fault. Oneplan and the bank. Where the bank is supposed to protect the client, Oneplan is exploiting. Never will I EVER recommend Oneplan to anyone. Sales person Jeremy Dira didn't even bother responding to my e-mails.
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Oneplan Insurance's replyOfficial
04 Dec 2023, 09:32Dear Philippa,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the policy standard increase happens in March annually, depending on the inception date of the policy we do a review of the premium increase in July to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies.
As per our policy terms and conditions, there is a one calendar month notice period for all cancellation requests. We have since proceeded to backdate and process your cancelation request and communication has been sent to your listed email address.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the policy standard increase happens in March annually, depending on the inception date of the policy we do a review of the premium increase in July to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies.
As per our policy terms and conditions, there is a one calendar month notice period for all cancellation requests. We have since proceeded to backdate and process your cancelation request and communication has been sent to your listed email address.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Oneplan Insurance's reply04 Dec 2023, 09:32
Official
Dear Philippa,
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the policy standard increase happens in March annually, depending on the inception date of the policy we do a review of the premium increase in July to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies.
As per our policy terms and conditions, there is a one calendar month notice period for all cancellation requests. We have since proceeded to backdate and process your cancelation request and communication has been sent to your listed email address.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to further discuss the matter at hand.
We sincerely apologize for the circumstances under which your Hellopeter posting has reached us. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations as we do value you as our client.
As per our telephonic conversation, kindly note that the policy standard increase happens in March annually, depending on the inception date of the policy we do a review of the premium increase in July to ensure that there is a balance. We also annually review our insurance arrangements to ensure that our clients are sufficiently covered and that our products remain relevant, current, and fair in line with our TCF commitment to all our clients. The increase also plays an important role to ensure that we continue to provide quality insurance to our fur-babies.
As per our policy terms and conditions, there is a one calendar month notice period for all cancellation requests. We have since proceeded to backdate and process your cancelation request and communication has been sent to your listed email address.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We once again apologize for any inconvenience caused, we are sad to see you go, but we do hope to have you part of the Oneplan family again.
Kind Regards,
Oneplan