Deeply Disappointed
Deeply Disappointed – One Plan Pet Insurance Failed My Dog in an Emergency Today I stood in my vet’s practice, holding my sick dog in my arms. He was diagnosed with bladder stones and a blocked urethra — a life-threatening emergency. On my vet’s advice, I phoned One Plan to confirm how much cover my hospital plan provides before proceeding with the operation. The consultant refused to tell me, saying I must first go ahead with the procedures, pay out of pocket, and only then submit invoices for assessment. I asked why I couldn’t get the pre-authorisation they advertise. I was told they’d speak to a manager, then hospital admissions, and then came back saying they had no answer. They assured me that hospital admissions would call me immediately — but four hours later, I’m still waiting. I was also told that the hospital admissions department “does not take calls.” My vet was on standby to speak with them personally at the time. Why do I pay for insurance if, in a genuine medical emergency, they can’t provide clarity or support? My dog’s condition is serious and could still be fatal. One Plan shows no compassion, no urgency, and no accountability. I am deeply disappointed and feel completely let down at the moment I needed them most. I request that a senior representative contact me urgently to address this failure and to explain why emergency pre-authorisation is not available when it matters most.