JG
Jannie G
1 reviews | Active since Jul 2019
18 Oct 2022, 15:28
Poor
Sometimes exceptional service other time very bad just spoke to Xolisile gave me lip about the email I used every month I submit to the same but now it is a problem, submitted my claim yesterday morning at 7H48 did not receive any confirmation yesterday afternoon I phoned said the claim is with assessor will come back to me nothing happened this morning I phoned again got cut off just phoned now told the lady I am not happy and will go to Hello Peter just continue talking does not care
Helpful (0)
Replies (3)0
Replies (3)
Oneplan Insurance's replyOfficial
18 Oct 2022, 16:28Good day Jannie,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time.
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 do have your fur-babies best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our Claims Assessors will be in contact with you electronically once the claim has been finalized.
Once again, we apologize for the inconvenience caused and we hope to restore the experience. Kind Regards,Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time.
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 do have your fur-babies best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our Claims Assessors will be in contact with you electronically once the claim has been finalized.
Once again, we apologize for the inconvenience caused and we hope to restore the experience. Kind Regards,Oneplan
Oneplan Insurance's reply18 Oct 2022, 16:28
Official
Good day Jannie,
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time.
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 do have your fur-babies best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our Claims Assessors will be in contact with you electronically once the claim has been finalized.
Once again, we apologize for the inconvenience caused and we hope to restore the experience. Kind Regards,Oneplan
Thank you for taking the time to bring this to our attention.
We sincerely apologize for any inconvenience caused and the circumstances under which your Hellopeter posting has reached as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time.
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 do have your fur-babies best interests at heart, and 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.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our Claims Assessors will be in contact with you electronically once the claim has been finalized.
Once again, we apologize for the inconvenience caused and we hope to restore the experience. Kind Regards,Oneplan
JG
Jannie G's updateReviewer Update
18 Oct 2022, 16:32Strange you advertise we pay you before you see the vet, then this reply
"Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time."
"Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time."
JG
Jannie G's update18 Oct 2022, 16:32
Reviewer Update
Strange you advertise we pay you before you see the vet, then this reply
"Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time."
"Kindly note that the turnaround time for Pet claims to be finalized is between 7 - 14 working days. As per the records on our system we only received the claim yesterday which means that your claim is within the allowed turnaround time."
Oneplan Insurance's replyOfficial
18 Oct 2022, 16:45Good day Jannie,
Thank you for reaching out to us.
Kindly note that this is correct as funds for day-to-day claims can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for (Pet Med Savings Benefit / Casualty Benefit), and the funds will be available within 60 seconds on your Onecard for you to utilize at the vet. Once the funds have been utilized and in order for the claim to be finalized it will then take between 7-14 working days to be processed and finalized.
We hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that this is correct as funds for day-to-day claims can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for (Pet Med Savings Benefit / Casualty Benefit), and the funds will be available within 60 seconds on your Onecard for you to utilize at the vet. Once the funds have been utilized and in order for the claim to be finalized it will then take between 7-14 working days to be processed and finalized.
We hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply18 Oct 2022, 16:45
Official
Good day Jannie,
Thank you for reaching out to us.
Kindly note that this is correct as funds for day-to-day claims can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for (Pet Med Savings Benefit / Casualty Benefit), and the funds will be available within 60 seconds on your Onecard for you to utilize at the vet. Once the funds have been utilized and in order for the claim to be finalized it will then take between 7-14 working days to be processed and finalized.
We hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Thank you for reaching out to us.
Kindly note that this is correct as funds for day-to-day claims can be loaded via the Oneplan app. You can log onto your app and select the benefit you would like to claim for (Pet Med Savings Benefit / Casualty Benefit), and the funds will be available within 60 seconds on your Onecard for you to utilize at the vet. Once the funds have been utilized and in order for the claim to be finalized it will then take between 7-14 working days to be processed and finalized.
We hope the above brings clarity on the matter.
Kind Regards,
Oneplan