NS
Nicki S
1 reviews | Active since Oct 2013
31 Jan 2026, 10:13
Still debited me after I cancelled my insurance!!!
I lost my job in November 2025 and requested Oneplan to cancel my pet insurance. The debit orders even bounced for November and December because there was no money in my account. They confirmed cancelled eventually in January, but still continued to squeeze in that one last payment for me, after I told them to please not to because I hadn't budget for it!!!!! This is really absolutely disgusting of them! I lost my job!! Why do you think it's ok to still debit my account with a premium after I have repeatedly asked for it to be cancelled because I have no money?????????
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Replies (2)
Oneplan Insurance's replyOfficial
31 Jan 2026, 13:58Dear Nicki,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
Following a thorough investigation, we have noted that you submitted a cancellation request on 07/01/2026 and our team have attempted to contact you numerous times to assist with the request, however, have been unsuccessful in reaching you. Due to this, the policy has been set to be cancelled as of 01/03/2026 in line with our terms and conditions. The policy schedule stipulates that cancellation requests must be submitted in writing to *** and are subject to a thirty-one (31) day (one calendar month) notice period. Given that your request was submitted on 07/01/2026 the notice period is served during February 2026, hence the debit that was processed.
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.
We trust that this clarifies the matter. While we respect your decision, we are disappointed to see you go.
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.
We trust that this clarifies the matter. While we respect your decision, we are disappointed to see you go.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply31 Jan 2026, 13:58
Official
Dear Nicki,
Thank you for bringing this matter to our attention.
We acknowledge receipt of your complaint and note your dissatisfaction. Please accept our apology for any inconvenience experienced.
Following a thorough investigation, we have noted that you submitted a cancellation request on 07/01/2026 and our team have attempted to contact you numerous times to assist with the request, however, have been unsuccessful in reaching you. Due to this, the policy has been set to be cancelled as of 01/03/2026 in line with our terms and conditions. The policy schedule stipulates that cancellation requests must be submitted in writing to *** and are subject to a thirty-one (31) day (one calendar month) notice period. Given that your request was submitted on 07/01/2026 the notice period is served during February 2026, hence the debit that was processed.
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.
We trust that this clarifies the matter. While we respect your decision, we are disappointed to see you go.
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.
We trust that this clarifies the matter. While we respect your decision, we are disappointed to see you go.
Kind regards,
Oneplan.
Oneplan.
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Nicki S's updateReviewer Update
31 Jan 2026, 14:02This most certainly does NOT clarify the matter, as I spoke to someone already in November about cancelling!!!!!
NS
Nicki S's update31 Jan 2026, 14:02
Reviewer Update
This most certainly does NOT clarify the matter, as I spoke to someone already in November about cancelling!!!!!