TERRIBLE CLAIMS PROCESS & POOR CUSTOMER SERVICE

Disappointing service from claims department. I advised Oneplan of my dog's hospitalisation and passing. Both the claims agent, Lorraine Krieger, and claims consultant, Itsaneng Nkrumah, did not extend condolences. Itsaneng simply sent a cold response with repudiation letter. She also stated: hoping for a speedy recovery - showing she did not review the claim properly as the claim clearly showed euthanasia and cremation. Worse, the letter stated some other dog's name, not my dog's name. I responded to Itsaneng (including ***) telling her she could at least have the decency of using the correct name, but my email was ignored. No apology. And no response from customer care either. I escalated the repudiation to ***. While my complaint was still pending, Itsaneng sends another email basically telling me my complaint is pointless since the same decision will be made. A bold claim to make by a consultant, given that your complaints policy states that you investigate complaints "fairly and independently." The disrespect and unprofessionalism of this consultant is disgusting, especially given the circumstances.

I would also warn everyone to make sure their policies are explained to them properly. My claim was rejected because my dog was on an accident plan which means they do not cover hospitalisation, meds, and cremation/burial/euthanasia if emergency is diagnosed as due to an illness. It being an emergency is irrelevant.