BB
Brendan B
1 reviews | Active since May 2010
28 May 2026, 16:16
Terrible Service Removing an animal
I have had great service until I tried removing a pet, you are so quick to call to get a pet on but not to remove one, I had a cat pass away and I tried via the app to remove her on 05/05/2026 then I had to use the app, then I called someone and they said I have to still pay one month cause I never to the cats corpse to the vet, now I get billed and I tied the app again, I called again I came through to a very helpful person and he says that there is no records of me contacting you guys and I had to remove the cat again and now I need to pay another months worth of insurance.
I am not happy, I lost my cat and my mom 2 weeks apart and I have been dealing with enough BS now I have to deal with my pet insurance incompetence as well.
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Brendan B's updateReviewer Update
28 May 2026, 16:18Plus your IVR does not give you an option to speak to a consultant or update your policy, only Get insurance, Add a pet, Load Funds and Get Authorization, I chose the option to add a pet to remove a pet.
BB
Brendan B's update28 May 2026, 16:18
Reviewer Update
Plus your IVR does not give you an option to speak to a consultant or update your policy, only Get insurance, Add a pet, Load Funds and Get Authorization, I chose the option to add a pet to remove a pet.
Oneplan Insurance's replyOfficial
28 May 2026, 19:24Dear Brendan,
Thank you for taking the time to share your experience with us.
Firstly, we would like to extend our sincere condolences for your recent loss. We understand that this is an incredibly difficult time, and we regret any additional stress or frustration you have experienced while trying to process the removal of your pet from the policy.
Following a review of your query, we would like to clarify that we have noted the WhatsApp interaction during which our team attempted to assist you with the cancellation process. However, we did not receive the required confirmation or further instruction from you to proceed at that time.
In addition, please note that all information previously communicated regarding the cancellation and removal process is accurate and aligned with policy terms and conditions. Where supporting documentation or proof of death is not provided, a one (1) month notice period applies for the removal of a pet from the policy.
Please be advised that your pet has now been scheduled for removal from the policy, effective 01/07/2026, and the applicable premium will be processed in line with the notice period.
We understand that this situation has been distressing, and while we strive to assist all clients with empathy and efficiency, all actions must be carried out in accordance with the agreed policy terms.
We trust that this clarifies the matter.
Kind regards,
Oneplan.
Oneplan.
Oneplan Insurance's reply28 May 2026, 19:24
Official
Dear Brendan,
Thank you for taking the time to share your experience with us.
Firstly, we would like to extend our sincere condolences for your recent loss. We understand that this is an incredibly difficult time, and we regret any additional stress or frustration you have experienced while trying to process the removal of your pet from the policy.
Following a review of your query, we would like to clarify that we have noted the WhatsApp interaction during which our team attempted to assist you with the cancellation process. However, we did not receive the required confirmation or further instruction from you to proceed at that time.
In addition, please note that all information previously communicated regarding the cancellation and removal process is accurate and aligned with policy terms and conditions. Where supporting documentation or proof of death is not provided, a one (1) month notice period applies for the removal of a pet from the policy.
Please be advised that your pet has now been scheduled for removal from the policy, effective 01/07/2026, and the applicable premium will be processed in line with the notice period.
We understand that this situation has been distressing, and while we strive to assist all clients with empathy and efficiency, all actions must be carried out in accordance with the agreed policy terms.
We trust that this clarifies the matter.
Kind regards,
Oneplan.
Oneplan.