1 reviews | Active since Feb 2019
Pathetic one plan service provider
I'd rate them a 0 actually. Ordered a replacement pet insurance card e months ago. Till date I've not received it. Asked them last week to cancel the card and refund the card fee charged to me as I didn't receive the card so I will do without it.
I'm not sure if the staff are trained correctly and to have the mental capacity to learn LISTENING SKILLS , when I did a follow up on the refund I was told that they were following instructions to follow up on delivery dates. I clearly requested a refund not a follow up, also when I've been calling prior to requesting the refund why was no "follow up for delivery" done?
I went to the extent of reversing the debit order that included the card fee, and I've requested a re-debit for the actual insurance amount of only R370...
Today I see they've debited again for the replacement card.
I've been to vets asking for their feedback and what pet insurance they would suggest , NONE of the vet offices requested One Plan they all agreed that their services are pathetic and they do have the tendencies to rob their trusting client. I'm so disgusted with One Plan , the only reason majority of us are using them is mainly for convenience no for their actual service or help.
Definitely changing my vet insurer to a company more reputable and with staff trained with proper customer service etiquette
We sincerely apologise for the unacceptable experience you have had, particularly regarding the replacement card and the manner in which the matter was handled. This situation should never have occurred, and we fully understand your frustration and disappointment.
We are truly sorry for the delays, the confusion around your requests, and most importantly, for not listening to and acting on your clear instruction to cancel the card and process a refund. We acknowledge that this reflects a breakdown in communication and service on our part, and we apologise for the inconvenience and distress this has caused.Please note that we will proceed with refunding the card fee once the debit order has been successfully confirmed on our system. This confirmation process takes approximately 2–3 working days. Once confirmed, the refund will be processed without further delay. We will actively monitor this and will advise you as soon as the card fee has been refunded.
We also regret that you were debited again for the replacement card after requesting its cancellation. This is not acceptable, and your feedback has been escalated internally to ensure accountability and to prevent a repeat of this experience.We take your concerns seriously and accept responsibility for the shortcomings you’ve described. We are committed to improving our processes, communication, and customer service standards so that situations like this do not happen again.
Once again, please accept our sincere apologies for the inconvenience and poor service you received. Thank you for bringing this matter to our attention.
Kind regards,
Oneplan.
We sincerely apologise for the unacceptable experience you have had, particularly regarding the replacement card and the manner in which the matter was handled. This situation should never have occurred, and we fully understand your frustration and disappointment.
We are truly sorry for the delays, the confusion around your requests, and most importantly, for not listening to and acting on your clear instruction to cancel the card and process a refund. We acknowledge that this reflects a breakdown in communication and service on our part, and we apologise for the inconvenience and distress this has caused.Please note that we will proceed with refunding the card fee once the debit order has been successfully confirmed on our system. This confirmation process takes approximately 2–3 working days. Once confirmed, the refund will be processed without further delay. We will actively monitor this and will advise you as soon as the card fee has been refunded.
We also regret that you were debited again for the replacement card after requesting its cancellation. This is not acceptable, and your feedback has been escalated internally to ensure accountability and to prevent a repeat of this experience.We take your concerns seriously and accept responsibility for the shortcomings you’ve described. We are committed to improving our processes, communication, and customer service standards so that situations like this do not happen again.
Once again, please accept our sincere apologies for the inconvenience and poor service you received. Thank you for bringing this matter to our attention.
Kind regards,
Oneplan.