1 reviews | Active since Dec 2020
Poor service Agents - One Plan Pet Insurance
Hi ,
This is a very good example of how service can go from extremely poor to excellent depending on the service agent you speak to. I have been following up on my claim, firstly with Palesa who showed no Empathy at a time when this was very necessary as I called to advise her that my puppy was admitted to Hospital. I thereafter sent all documentation for the claim on the 11th December and decided to follow up on the 18th Dec as I did not hear anything from One plan. I chatted online with Anele and Ashleigh and they were 'useless' for the lack of a better word. They just advised me that my claim was not received and then advised that paperwork was outstanding and thereafter left the conversation at that. I was to figure it out myself! This level of service was outrageous and their lack of service skills needs to be addressed. There is also the issue of inconsistent information provided. Cancelling with you was my only option.
Thank you for bringing this to our attention. We appreciate our clients feedback and take it seriously so that we may be able to improve the services that we provide.
It is quiet concerning the number of interactions that you have had to have with us in order to resolve this issue. Please note that a full investigation into the service failures is currently underway to identify the gaps that lead to the escalation. Corrective measures will be put in place to ensure that an error of the same nature doesn't happen again.
We are glad to hear that despite the service fails, Angel was able to restore the experience. We will definitely escalate the compliment to her Manager to that she get her due recognition. With regards to the claim, the claim has been captured approved. Payment will reflect in your account within 4-7 days.
Kind Regards
Oneplan
Thank you for bringing this to our attention. We appreciate our clients feedback and take it seriously so that we may be able to improve the services that we provide.
It is quiet concerning the number of interactions that you have had to have with us in order to resolve this issue. Please note that a full investigation into the service failures is currently underway to identify the gaps that lead to the escalation. Corrective measures will be put in place to ensure that an error of the same nature doesn't happen again.
We are glad to hear that despite the service fails, Angel was able to restore the experience. We will definitely escalate the compliment to her Manager to that she get her due recognition. With regards to the claim, the claim has been captured approved. Payment will reflect in your account within 4-7 days.
Kind Regards
Oneplan