Very good phone service. Thanks
Only just started policy but customer service has been good so far, given I was comparing various policies on the internet. Prompt email just arrive as well to confirm terms and purchase etc
Friendly service and very easily understood the representative
Easy to set up,I think it’s good value but I have only just got it so haven’t tried to make a claim yet. I like the fact I can use any vet.
Portal never works but excellent cover
I have had this policy since my puppy was 8 weeks old. I have lodged a few claims and am very happy with how supportive and efficient you have been. Wish I would never have to use pet insurance but turns out we needed it. The portal is very slow and doesn't work very well. And I wish you wouldn't post anything to me - email is fine. However the cover itself can't be faulted. Thank you for supporting me, my family and my little dog during an unexpected tough time.
Good follow up. Explanation of the service included in the offer was very helpful as well. Hopefully the claim will be as seamless in the future when I need to use it!
Terrible. Misleading information
They have given a competitive quote than the RSPCA and I choose to have a comprehensive care policy for our Rottweiler puppy. After two weeks time I logged in the portal and noticed it shows my puppy is a german shepherd. I rang customer service to clarify that and they have changed it. However they said they have to increase the premium because if the puppy is a Rottweiler the premium is higher than the german shepherd. The premium was higher than the quote I received from RSPCA. As I have already canceled the RSPCA I had no choice but to stay...with Guide dogs anyway. However I request a internal investigation of call recordings because I wanted to make sure that I have clearly mentioned the breed of the puppy. after few days they came back to me and said yes you have mentioned the breed correctly. Somehow our system has set him as a german shepherd. What I believe the consultant wanted to beat the RSPCA quote and gave me a quote with a wrong breed and mislead me with the premium. Our puppy was sick in January and when we taken him to the vet, Vet assumed that the puppy has swallowed something because she can feel something in his tummy and suggest to have an ultra sound. As soon as heard it I rang the insurance to see whether it can be claimed back or not. They said yes I can claim it. So with the peace of mind I did the ultra sound and lodged a claim. yesterday I rang them for a follow up the and got to know the claim has been rejected. There was no communication about the rejection. I have told them I will cancel the policy from the next minute as I can't trust them any more because this is the second time they gave me misleading information and instruction. However they said as I have been paid $50 for another claim(Vaccination) I will not able to cancel the policy until it's expires. Then I told them I will call the ombudsman and consumer affairs for this as I have proof to show how they mislead me on both occasions. Then the consultant came up with a suggestion for me to pay back the $50 received from the other claim to cancel the policy. I told them I'm more than happy to pay that $50 back to them and for any reason I don't want to continue this policy as I can't trust them anymore. again I told them I will write a review about this. Finally they said they will not charge me $50 because of the inconvenience I had with them. However, I thought to write this review as help for people to rethink before they sign up with this unrealible company.
Value for money for the every day consumer. Our policy was very easy to set up over the phone with the consultant who was very informative & very friendly. Great product knowledge with easy to understand guidelines
Frustrating and about to give up
June 2019 we adopted our dog, needed to have him fixed as part of the adoption contract, continuously need to provide vet history, emailed it twice, had to call again.
Not sure if it’s worth it
Most things we tried to claim are not covered and every time we tried, we were asked numerous times for full medical history from the vet, even though we had given it to them.
This is very very good
I don’t remember but not long. It was delayed due to required information from previous two vets. I have been with this insurer since middle of last year. The policy cost is comparable to other insurers but so much easier to deal with than my previous insurer.
Would not recommend
I am very unhappy with Guide Dogs Pet Insurance. We have made several claims that should be covered by our policy and haven't seen a cent yet. We have been in contact with team members several times and have heard a lot of promises that money will be transferred but it never happens, instead they send bundles of paperwork out instead of writing emails which would be more effective and environmentally friendly. We are looking for another pet insurance. Would not recommend.
Excellent Cover and Awesome Customer Service
Had a great experience with Guide Dogs Pet Insurance. Claim was dealt with promptly and funds processed very quickly. Very happy customer and happy i went with Guide Dogs for my pet insurance.
very easy to set up. i do not believe it is good value, they are trying to get out of paying a legitimate claim. I am not happy and i will be changing insurers in the near future.
Easy Peasy Lemon Squeasy
From the first helpful phone call to the refund, the process was extremely easy. After the the claim was submitted an email was received thus knowing that everything was in process. Then....voila... money back and all was settled.
Great cover and customer service
Super easy to set up and make a claim and good value for money. It took roughly two weeks from making a claim to having the money being reimbursed and updates were easy to get.
Very disappointed with extremely poor claims process
My policy was very easy to set up but I do not believe it is good value.
My policy commenced in June 2019 and I lodged a claim in September 2019, it is now the end of December and it still has not been settled. I am continually being asked to provide more and more documents which I consider to be a stalling strategy.
Great cover for their age
Have only been here a short time & needed help to set up.
Claim was relatively quick to sort out after a phone call.
Happy with the service so far & relatively cheap for 2 fur babies
Extremely pleasant experience
From day one Guide Dogs Pet Insurance has been great to deal with, quick with refunds and very helpful. We suffered a sudden loss of our 10 month old puppy and they refunded more than we expected from two emergency vets. They also went ahead and cancelled our policy for us so we didnt have to make that phone call. They also included their deepest sympathies on our loss which I thought was a lovely thing to do. Recommend them highly, but I recommend to get insurance THE MINUTE you bring a puppy home.
- Comprehensive Care
- Verified customer
Still not sure.
Average value. Several errors on certificate of insurance, entered correct details online and advised over phone several times. On review thinking of canceling for older dog as covers nothing needed.
complicated slow and unhappy
It seems a culture of sitting on a claim then finally send a letter in the post to say we need more information to process claim is acceptable. It's not.
No breakdown of claims when finally settled is very frustrating.
Super quick processing. Submitted it through the online portal and had a processed within about two days. Will definitely be recommending to other friends. Great experience and will be back
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