kP
karin P
1 reviews | Active since Aug 2016
29 May 2024, 16:06
Waitinf more than a month for refund
App**** for four pets was assured that because my pets were on Dotsure no waiting periods. Luckily i phoned again the 24th of April to make sure about waiting periods and then found out i was misinformed. Cancelled then before policy take effect 1 May. Debit order went off. Contact them told refund will be done in 7 to 10 days. Emailed the 8th, the 15,the 22nd the 28th get same answer. Refund send to finances wait 7 to 14 days.
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Replies (3)
Oneplan Insurance's replyOfficial
29 May 2024, 18:36Dear Karin,
Thank you for taking the time to bring this to our attention
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that as per our policy terms and conditions, if your fur-baby has been covered by another insurance company for twelve (12) consecutive months preceding the Inception Date of this policy, the sixty (60) days general waiting period for Illness in Hospital will be waived. You will have to provide valid proof confirming that your fur-baby was covered and inform us of any claims that your previous insurer has declined. A twelve (12) month waiting period will still be app**** for pre-existing conditions and exclusions listed in the policy.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you regarding the matter at hand and the refund.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards, Oneplan
Thank you for taking the time to bring this to our attention
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that as per our policy terms and conditions, if your fur-baby has been covered by another insurance company for twelve (12) consecutive months preceding the Inception Date of this policy, the sixty (60) days general waiting period for Illness in Hospital will be waived. You will have to provide valid proof confirming that your fur-baby was covered and inform us of any claims that your previous insurer has declined. A twelve (12) month waiting period will still be app**** for pre-existing conditions and exclusions listed in the policy.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you regarding the matter at hand and the refund.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards, Oneplan
Oneplan Insurance's reply29 May 2024, 18:36
Official
Dear Karin,
Thank you for taking the time to bring this to our attention
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that as per our policy terms and conditions, if your fur-baby has been covered by another insurance company for twelve (12) consecutive months preceding the Inception Date of this policy, the sixty (60) days general waiting period for Illness in Hospital will be waived. You will have to provide valid proof confirming that your fur-baby was covered and inform us of any claims that your previous insurer has declined. A twelve (12) month waiting period will still be app**** for pre-existing conditions and exclusions listed in the policy.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you regarding the matter at hand and the refund.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards, Oneplan
Thank you for taking the time to bring this to our attention
We apologize for the circumstances under which your Hellopeter posting has reached us, and for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
Kindly note that as per our policy terms and conditions, if your fur-baby has been covered by another insurance company for twelve (12) consecutive months preceding the Inception Date of this policy, the sixty (60) days general waiting period for Illness in Hospital will be waived. You will have to provide valid proof confirming that your fur-baby was covered and inform us of any claims that your previous insurer has declined. A twelve (12) month waiting period will still be app**** for pre-existing conditions and exclusions listed in the policy.
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. Terms and conditions of the policy must be adhered to and app**** fairly for all clients. Oneplan subscribes to its TCF principles and will take all reasonable steps to ensure fair and equal treatment of all our clients.
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you regarding the matter at hand and the refund.
Once again, we apologize for the inconvenience caused and we hope to restore the experience.
Kind Regards, Oneplan
kP
karin P's updateReviewer Update
29 May 2024, 19:51I was not disputing the waiting period sgain. Two of my oets were on the medical for a year and two are only 11 minths but was on medical aid from the day i got. But i am over this. I just csnnot understand why i am still waiting for my refund. The policy eas cancelled before the date the policy was effective. From the 24th if April until today i have weekly emails telling me the refund was escalated and yet every week some one will phone me. That is my complaint.
kP
karin P's update29 May 2024, 19:51
Reviewer Update
I was not disputing the waiting period sgain. Two of my oets were on the medical for a year and two are only 11 minths but was on medical aid from the day i got. But i am over this. I just csnnot understand why i am still waiting for my refund. The policy eas cancelled before the date the policy was effective. From the 24th if April until today i have weekly emails telling me the refund was escalated and yet every week some one will phone me. That is my complaint.
Oneplan Insurance's replyOfficial
30 May 2024, 08:56Dear Karin,
We sincerely apologize for the delay you experienced concerning the refund. We have attempted to contact you to further discuss the matter at hand, however, it was to no avail.
We would appreciate it if you could provide us with a suitable time or alternative contact number.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
We sincerely apologize for the delay you experienced concerning the refund. We have attempted to contact you to further discuss the matter at hand, however, it was to no avail.
We would appreciate it if you could provide us with a suitable time or alternative contact number.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
Oneplan Insurance's reply30 May 2024, 08:56
Official
Dear Karin,
We sincerely apologize for the delay you experienced concerning the refund. We have attempted to contact you to further discuss the matter at hand, however, it was to no avail.
We would appreciate it if you could provide us with a suitable time or alternative contact number.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan
We sincerely apologize for the delay you experienced concerning the refund. We have attempted to contact you to further discuss the matter at hand, however, it was to no avail.
We would appreciate it if you could provide us with a suitable time or alternative contact number.
Thank you and we look forward to hearing from you soon.
Kind Regards,
Oneplan