1 reviews | Active since Jan 2021
SERVICE - NOT IMPORTANT
My initial contact with Oneplan Pet Insurance was positive so I accepted the quote. A few days later I wanted to add my new cat to my policy and when trying to contact Oneplan that is when events took a turn. They emailed me the new form to fill out for an additional pet and I had a query and wanted speak to an agent. I phoned a few times, was on hold for 10 min then just gave up, used all their other platforms for contact (app, whatsapp and email) to no avail. I thought if this is the what is to be expected I am canceling my policy. I did eventually get a call back about me canceling my policy. Note to new people signing up. You have a 7 day cooling off period (I was under the impression it was 14). Be that as it may a debit order was taken off when I requested that this not happen especially as far as I am concerned did not provide a service in terms of the agreement. As the agent said that Oneplan is the number one pet insurance in South Africa. Maybe I have different expectations when it comes to service and standards.
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking the time to bring this to our attention.
From the outset we sincerely apologize that your experience with Oneplan has not been a pleasant one and apologize for any inconvenience caused. It is deeply concerning of the circumstances under which your Hellopeter posting has reached us. Please rest assured that this matter will be investigated, as we do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. We will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan