1 reviews | Active since Feb 2010
Policy information incorrect
I am currently a member of One Plan Pet Insurance. My pug, who has been a member since 2015, and my Bullmastiff, who has been a member since 2016 are my 2 dogs on the Classic Plan policy. In April 2021, I wanted to upgrade my dogs to the super plan, as Yoki is an elderly dog, and so I felt she needed extra cover.
Upon receiving my documentation for the upgrade, I advised that Yoki was diagnosed in 2019 with hip dysplasia and patella luxation. I gave both Yoki & Duke's medical history that I requested from my vet. Now One Plan wants to exclude Yoki's conditions on their current plan because they have this as pre-existing conditions, which it wasn't at the time of her becoming a member.
I now received a policy schedule document stipulating she is a pug cross, which she isn't, she's a thoroughbred pug. AND, now you guys want to exclude her conditions that she only developed 4 years after being a member on the plan. I am appalled to say the least. I want my documents sent with all information rectified.
Thank you for taking our call earlier and allowing us the opportunity to resolve this.
We sincerely apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note when a policy is upgraded to the Super plan the cover limits for the Classic plan will still apply until the waiting period for the Super plan has been served before the higher cover limits can take effect. This is to ensure all of our clients receive fair service and cover.
The 12-month waiting period for pr-existing conditions as stipulated in the policy schedule is a standard exclusion. At claim stage the claim will be assessed according to the inception date of the policy. Kindly note that your fur-baby has passed the 12-month waiting period on the Classic plan, therefore your claim will be assessed according to this information at claims stage.
We have amended the breed details for Yoki and have since proceeded to send email communication to your listed email address.
Once again we apologize for the inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan
Thank you for taking our call earlier and allowing us the opportunity to resolve this.
We sincerely apologize for the inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note when a policy is upgraded to the Super plan the cover limits for the Classic plan will still apply until the waiting period for the Super plan has been served before the higher cover limits can take effect. This is to ensure all of our clients receive fair service and cover.
The 12-month waiting period for pr-existing conditions as stipulated in the policy schedule is a standard exclusion. At claim stage the claim will be assessed according to the inception date of the policy. Kindly note that your fur-baby has passed the 12-month waiting period on the Classic plan, therefore your claim will be assessed according to this information at claims stage.
We have amended the breed details for Yoki and have since proceeded to send email communication to your listed email address.
Once again we apologize for the inconvenience caused and hope to have restored the experience.
Kind Regards,
Oneplan