Paying with the expectation for cover and not having it when a claim comes.

<p>I was hesitant taking insurance with oneplan, despite my sixth since I decided to take Pet insurance with oneplan. Seeing as I have such a valuable pet I thought I was doing the right thing.</p> <p>I found out that my pet has a knee condition, and that only surgery would help her.</p> <p>I called Oneplan’s client care and claims department multiple times and asked if my dog’s procedure will be covered, each time they assured me it would be covered. They never gave me any terms.</p> <p>I was hesitant of sending her for the surgery as it is a expensive surgery, the advisers kept on reassuring me that the claim will be covered because it is a hospital claim.</p> <p>So with Oneplans assurance that my claim is fully covered and that I “must” send my pet for her surgery and that I won’t have to worry because “that’s why I took the insurance”</p> <p>After my pet’s surgery the veterinarian filled out my claims document personally and I submitted it.</p> <p>I only received a claim reference number from oneplan and to expect payment within 30days. NOTHING else.</p> <p> </p> <p>It’s been about a month with no word or email from Oneplan, so I decided to call and ask what’s happening. After speaking to the claims advisor I was told that my claim has been rejected.</p> <p>No one called or emailed me, I was totally left in the dark.</p> <p>Seeing as Oneplan reassured me multiple times that my claim will be covered 100% (with no indication that it has to be after 12 moths from start date) and I have NOT paragraphed ANY contract that informed me of this, there is NO reason at all why my claim should have been rejected. I have described my pet’s surgery to multiple advisors and not one warned me of ANY terms and conditions.</p> <p> </p> <p>I will be taking this further and I will be dealing with this matter through the Ombudsman, Oneplan works on recorded lines and on each recording they will find that I was told I was covered.</p> <p>This is one of the most disappointing insurance companies I have ever dealt with.</p> <p>I have paid each premium on time and as I should, but when I need them and need my insurance they look for ways to not pay or not cover their clients.</p>