SPEECHLESS. FROM HERO TO ZERO IN 3 YEARS!!!!!!!!!!!!!

So sad to have to go to these measures to be heard, have been a loyal policy holder of Oneplan Pet Insurance for over three years, and they WERE, WERE, WERE, excellent, even with the passing of one of my dogs, the experience WAS, WAS, WAS amazing. Now we get to this... So sad...

I am writing this complaint after numerous telephone calls with Oneplan, emails up and down and still they have not gotten back to me, they are ignoring my requests.

So I have 2 pets insured with them for the past 3 years. In May 2021, I used my OneCard and paid for things at the Vet which Oneplan then rejected. I repaid the full amount of the claim totaling to R1200 in Aug 2021. That was the end of the situation. Since Aug 2021 up to Sept 2022 I have had my dogs at the vet numerous times and loaded funds to my Oneplan card without any issues. When I took my one dog in to the vet in Nov 2022, my funds to be loaded to my card was rejected. I phoned and phoned and after hours on the phone the lady told me that there is an outstanding claim from May 2021 that is outstanding, I do not understand how this pops up now only, and this after I paid it and it was settled.

Since Nov 2022 my account shows active but I am unable to claim anything or take my dogs to the vet due to this still not being resolved, I tried again now, and the error remains. The error also shows my policy was unpaid, I attached proof of payment of the payment done on 1 Dec immediately when it bounced, this morning again I get an sms saying my policy is unpaid. This after someone phoned me yesterday to say its unpaid and then said ''Oh wait I see you did make the payment on 1 Dec''. So I really dont know what is going on. My policy is now being daunted with errors and it keeps piling up, in such a way that I do not know how they will fix it. I also see my name, Lorinda Labuschagne, is loaded as a dog, on my policy.

I demand One plan to sort this out immediately and issue me with a written apology and reason behind this incompetence, and I sincerely hope that they know, should something happen to my dogs and I am unable to take them to the vet and claim, there will be hell to pay. I have given this company more than a month to resolve, without prevail. I am happy to send through all communications to and from them on request.