1 reviews | Active since Oct 2020
UTTERLY USELESS
I have had the worst experience with this ***********, joke of a company. I am currently paying over R700 in premiums for both my dogs. After spending over five hours back and forth telephonically with a consultant, Karabo, I was told that my policy has lapsed due to a "missing premium". I have never received any communication from the company previously and made a vet visit last week without a hitch, but, today I was informed that they had incorrectly allocated my payment and I should make a payment and produce the proof of payment to them in order for my policy to be reinstated. I then made an additional REAL-TIME payment and emailed the proof of payment. I was told by Karabo that he would call me back with an update. 2 hours had past with no reply, when I called back, he told me he was on lunch and didn't look into the issue. Eventually, after numerous calls and hours on the phone, all while my dog requires an urgent vet visit, the manager finally calls me backs telling me that they are unable to activate my policy until the payment reflects in their account(remember a REAL-TIME payment was made) and their finances are handled by a third party company. So OnePlan, riddle me this, why was a proof of payment needed? Why are your employees not given adequate training with regulated rules and protocols to follow? How do you offer emergency services when I am supposed to wait 24-48 hours for my policy to be activated after doing an instant payment?
I DEFINITELY DO NOT RECOMMEND THIS COMPANY.
Thank you for taking our call and allowing us the opportunity to assist with regards to the query.
We would like to apologize profusely for any inconvenience caused and we really appreciate the opportunity granted to restore the experience. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
As per out telephonic conversation, if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will require the premium for the following month to be paid. Kindly note that all EFT payments are made into our business account and will only reflect after 24 - 48 hours.
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. Please note that this is by no means a ploy to refuse payment of the claim. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we are dealing with it accordingly; we will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan
Thank you for taking our call and allowing us the opportunity to assist with regards to the query.
We would like to apologize profusely for any inconvenience caused and we really appreciate the opportunity granted to restore the experience. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations. Customer service is our number one priority, and this is not the level of service we aim to provide our clients with. Please rest assured that this matter will be investigated, as we do value you as our client.
As per out telephonic conversation, if your premium is unpaid, the cover applicable to the policy will lapse, subject to the grace period offered by us. Grace Period means the period of grace allowed for non‐payment of Premium. The Grace Period is fifteen (15) days from the first day of the month in which the Premium was due. Should the premiums be returned or rejected for any reason, the policy will be immediately suspended for the Grace Period of fifteen (15) days. Payment of your outstanding premium must be received before the fifteenth (15th) day of the month in order for any claims to be entertained. Should the premium be paid after the grace period we will require the premium for the following month to be paid. Kindly note that all EFT payments are made into our business account and will only reflect after 24 - 48 hours.
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. Please note that this is by no means a ploy to refuse payment of the claim. We do have your fur-babies best interests at heart, and we will assist with all we can in line with our terms and conditions.
We have acknowledged your complaint and we are dealing with it accordingly; we will revert to you with the relevant feedback.
Once again, we apologize for the inconvenience caused and we hope to resolve the matter as soon as possible.
Kind Regards,
Oneplan