JM
Jana M
1 reviews | Active since Dec 2009
13 Mar 2024, 12:48
STAY AWAY FROM ONEPLAN PET INSURANCE
If you are considering taking out pet insurance stay far away from ONEPLAN. They will frustrate you until you are blue in the face, just so that they do not have to pay.
I sent in a claim for my pup and am on my 10th email around proof of payment. The Vet has supp**** a stamped receipt in PDF and a Yoco downloaded receipt and they still want proof of payment. (Must I supply blood?) The Vet number has been supp**** that can be called to verifiy that the account has been paid.
So, either, you are hoping I'm going to give up and walk away or you guys are total illiterates that cant read. Not too sure which., pick one and pay the claim or Im reffering this to the ombudsman.
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Oneplan Insurance's replyOfficial
13 Mar 2024, 13:22Good day Jana,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the way you feel and for any inconvenience that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation, we discovered that we received the invoices on the 10th of March. The claim was captured on the 11th of March, however, since we did not initially receive the proof of payment along with the invoices, the claim was moved to an outstanding status. We then received the proof of payment yesterday, which was the 12th of March and the claim is currently in a pending status to be assessed and finalized.
Kindly note that you will receive electronic communication once the claim has been finalized. The standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks. Please be informed that the refund is still within the allowed turnaround time.
Kindly note that you will receive electronic communication once the claim has been finalized. The standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks. Please be informed that the refund is still 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. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan
Oneplan Insurance's reply13 Mar 2024, 13:22
Official
Good day Jana,
Thank you for taking the time to bring this to our attention.
Thank you for taking the time to bring this to our attention.
We sincerely apologize for the way you feel and for any inconvenience that has been caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Upon investigation, we discovered that we received the invoices on the 10th of March. The claim was captured on the 11th of March, however, since we did not initially receive the proof of payment along with the invoices, the claim was moved to an outstanding status. We then received the proof of payment yesterday, which was the 12th of March and the claim is currently in a pending status to be assessed and finalized.
Kindly note that you will receive electronic communication once the claim has been finalized. The standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks. Please be informed that the refund is still within the allowed turnaround time.
Kindly note that you will receive electronic communication once the claim has been finalized. The standard turnaround time for bank refunds to reflect in your bank account is between 7 - 14 working days or sooner depending on the banks. Please be informed that the refund is still 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. We will assist with all we can in line with our terms and conditions. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
Once again, we apologize for any inconvenience caused and we hope the above brings clarity on the matter.
Kind Regards,
Oneplan