Worst Pet Insurance, Hospital Claim Nightmare!!!

I was a member for 5 years maybe more, after switching from MediPet. I switched solely for the convenient system of the OneCard facility, boy oh boy did I probably make the biggest mistake of my life.

When I had hospital claims through MediPet, we always recieved claim refunds with no questions in the past. Straight forward and reliable, switching over was the worst mistake I could have made.

The one-time I actually had a real hospital emergency - Oneplan ended up failing my beloved boy. I had an issue with missed payment on my account, which was kindly resolved by the service team.

I honestly had no idea there was an issue, I have all the call records detailing my conversations with the Oneplan representatives who helped to reassure me that my account was sorted out and active.

My boy was referred to hospital. I contacted Oneplan to confirm the process and spoke with the hospital-claims department before taking him in.

Oneplan confirmed his "Super Plan" plan benefit was active for hospital authorization and that I was good to go for the emergency admission. So off we went, took him in and had the Dr's admit him and request pre-auth.

This was on a Friday by Saturday the Dr's confirmed that pre-auth had been rejected and suddenly his care changed, all due to funds being the topic as opposed to his care at that critical time.

I called OnePlan to complain, as my boy required urgent help and explained that the rejection reason was incorrect, I tried explaining this over and over to the useless pet-claims department, who refused to actively listen to what I was trying explain. The account issue was resolved but no, they didn't want to look further than whatever their system is saying. By Monday, still nothing and I try again and still get the same response.

My beloved boy died while waiting for cover to be authorized. We had to make the hardest decision of euthanasia to end his suffering, after he got worse, no funds, no care, which was heartwrenching to go through nevermind the added stress of dealing with your *********** pet-claims department, who would prefer to argue than to listen.

I will never recommend OnePlan to anyone and will never make use of their services. It's been a month since his passing and I'm still dealing with this claim, escalate no feedback, no calls, no nothing. I am the one constantly following up on my own emails. They just ignore you! I've laid a formal complaint now that I received all my call records with all the proof I need to fight this but none of this will bring my boy back. I hope nobody ever has to experience this during an emergency, from my experience Oneplan is unreliable and very difficult to deal with for claim feedback, especially hospital cover (the biggest reason you get insurance in the first place) It's pathetically poor, especially dealing with the petclaims department!!!! Front line staff are great but claim and you see the other side very fast.

RIP my boy, you deserved so much better x