K
Kaylin
1 reviews | Active since May 2025
07 May 2025, 09:59
The assistant Sopie ...
The assistant Sopie was quick and responsive with assisting me and I had no issues with her but the one plan team itself was the issue, from upgrading the plan to making me go through a waiting period even though I was informed their won't be as well as I was charged for another card just because I upgraded the plan, there is no communication and each person gave me a different story, quiet frustrating I fact
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Oneplan Insurance's replyOfficial
07 May 2025, 11:01Dear Kaylin,
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and would like to thank you for taking our call to discuss the matter at hand.
As discussed on the call, the card that was ordered is for the newly registered policy that has been upgraded to the Classic Plan. Oneplan Claims cards are linked to their respective policies, and in a case where a new policy is registered, a new card has to be ordered and linked to it. You cannot utilize a card linked to a previous policy on the new one.
Furthermore, when a new policy is registered, our system is designed to factor in waiting periods before a claim is processed, hence we could not assist with loading funds for you. However, given that your fur baby was previously covered, we were able to backdate the claim and process it as a refund for you.
Should require further assistance, please do not hesitate to contact us and we will happily assist.
Once again, we sincerely apologize for any inconvenience caused and appreciate the opportunity to provide clarity and hopefully restore your experience with our services.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and would like to thank you for taking our call to discuss the matter at hand.
As discussed on the call, the card that was ordered is for the newly registered policy that has been upgraded to the Classic Plan. Oneplan Claims cards are linked to their respective policies, and in a case where a new policy is registered, a new card has to be ordered and linked to it. You cannot utilize a card linked to a previous policy on the new one.
Furthermore, when a new policy is registered, our system is designed to factor in waiting periods before a claim is processed, hence we could not assist with loading funds for you. However, given that your fur baby was previously covered, we were able to backdate the claim and process it as a refund for you.
Should require further assistance, please do not hesitate to contact us and we will happily assist.
Once again, we sincerely apologize for any inconvenience caused and appreciate the opportunity to provide clarity and hopefully restore your experience with our services.
Kind regards,
Oneplan.
Oneplan Insurance's reply07 May 2025, 11:01
Official
Dear Kaylin,
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and would like to thank you for taking our call to discuss the matter at hand.
As discussed on the call, the card that was ordered is for the newly registered policy that has been upgraded to the Classic Plan. Oneplan Claims cards are linked to their respective policies, and in a case where a new policy is registered, a new card has to be ordered and linked to it. You cannot utilize a card linked to a previous policy on the new one.
Furthermore, when a new policy is registered, our system is designed to factor in waiting periods before a claim is processed, hence we could not assist with loading funds for you. However, given that your fur baby was previously covered, we were able to backdate the claim and process it as a refund for you.
Should require further assistance, please do not hesitate to contact us and we will happily assist.
Once again, we sincerely apologize for any inconvenience caused and appreciate the opportunity to provide clarity and hopefully restore your experience with our services.
Kind regards,
Oneplan.
Thank you for bringing this matter to our attention.
We sincerely apologize for the circumstances surrounding your Hellopeter posting and the inconvenience this has caused. Please be assured that we take customer feedback seriously, using it to continually improve our services and processes to ensure we meet our clients' expectations. Your satisfaction is important to us, and we value you as our client.
We have reviewed your complaint and would like to thank you for taking our call to discuss the matter at hand.
As discussed on the call, the card that was ordered is for the newly registered policy that has been upgraded to the Classic Plan. Oneplan Claims cards are linked to their respective policies, and in a case where a new policy is registered, a new card has to be ordered and linked to it. You cannot utilize a card linked to a previous policy on the new one.
Furthermore, when a new policy is registered, our system is designed to factor in waiting periods before a claim is processed, hence we could not assist with loading funds for you. However, given that your fur baby was previously covered, we were able to backdate the claim and process it as a refund for you.
Should require further assistance, please do not hesitate to contact us and we will happily assist.
Once again, we sincerely apologize for any inconvenience caused and appreciate the opportunity to provide clarity and hopefully restore your experience with our services.
Kind regards,
Oneplan.