Typical Insurance Companies

I joined Oneplan Pet Insurance from 01 April 2018. I did not receive any welcome messages or policy documents. Only after phoning and enquiring, they emailed my Policy Schedule. I submitted two claims for Vet Visits. One claim was approved and refunded (thank you). The other claim was rejected due to the fact that the Vet Visit took place less than 14 days from the first visit. I indicated that the 14 day waiting period is not indicated on the Brochure or in my Policy Schedule, but I was informed that it is on the Oneplan website. Fine, but I think in future you should think about emailing important information like that to the new clients, or including it in their Policy Schedules (that will be good service). But wait, after my query, I suddenly received a welcome email (Thursday, 21 June 2018 at 19:00) and a welcome sms (Friday, 22 June 2018 at 08:02). WHAT? Why did I not receive it 3 months ago when I joined Oneplan? Perhaps then I would have known to wait 2 extra days before taking my dog back to the Vet for it to count as a Vet Visit. Congratulations Oneplan, you saved money… anything not to pay, right… typical...