??!
1 photo
Guide Dogs Pet Insurance Comprehensive Care

Guide Dogs Pet Insurance Comprehensive Care

3.9 from 28 reviews

Reviews

(18)
(2)
(2)
(0)
(6)
  • Claim Resolution Time1-2 months (3) · 1-2 weeks (2) · <1 week (2) · 3+ months (1) · 2-4 weeks (1)
  • Claim ApprovedYes (8) · No (2)
  • Incentivised Review Yes (4%) · No (96%)
  • Transparency
    3.7 (21)
  • Customer Service
    3.6 (21)
  • Value for Money
    3.6 (21)

dodgy insurance

published

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.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim DateJanuary 2020
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Bree,
I am sorry to hear about your experience. I would like the opportunity to look into this further for you and I have sent you a private message requesting some additional information.
Kind regards,
Jessica


Kelly Cr

Kelly CrPeel, WA

  • 2 reviews

Easy Peasy Lemon Squeasy

published

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.

Claim MadeYes
Claim Resolution Time2-4 weeks
Claim DateNovember 2019
Claim ApprovedYes
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance
Nicola

NicolaPerth, WA

Great cover and customer service

published

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.

Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateNovember 2019
Claim ApprovedYes
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance
Sandra

Sandra

  • 2 reviews

Very disappointed with extremely poor claims process

published

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.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time3+ months
Claim DateSeptember 2019
Claim ApprovedNo
See all answers
2 comments
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Sandra,
I am sorry to hear about your claim experience . I would like the opportunity to have a senior team member look into this further for you and I have sent you a private message requesting some additional information.
Kind regards,
Sharon

Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Sandra,
Thank you for providing us the opportunity to look into your experience. I understand that a senior team member has contacted you about your claim and this has now been resolved.
Kind regards,
Sharon


Karen

KarenGreater Melbourne (Outer), VIC

Great cover for their age

published

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

Value for Money
Transparency
Customer Service
Number of Pets2 pets
Pet Type(s) InsuredCat
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateNovember 2019
Claim ApprovedYes
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Ashley

AshleyPerth, WA

Extremely pleasant experience

published

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.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim ApprovedYes
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Ashley,
We are pleased to hear you had a caring experience during such a difficult time. We really appreciate your feedback and will ensure that we share your comments with our Claims team.
Kind regards,
Sharon


Mar

Mar

  • 2 reviews
  • Verified customer

Still not sure.

published

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.

Value for Money
Transparency
Customer Service
Number of Pets2 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
3 comments
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Mar,
Thank you for providing these details. I will pass your feedback onto the relevant team to have a senior team member contact about your experience.
Kind regards,
Sharon

Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Mar,
I understand that a senior team member has reached out to you by email and rectified Asher's details. Your feedback has also been passed onto the relevant team for coaching to be provided where appropriate.
Kind regards,
Sharon


complicated slow and unhappy

published

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.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateSeptember 2019
Claim ApprovedYes
See all answers
3 comments
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance
Warren Meyers
Warren Meyers

I would like to discuss this as well however Im heading OS tonight for work back second week December can we prepare a time then?

Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Quick processing.

published

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

Claim MadeYes
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance
Justine

JustineRichmond-Tweed, NSW

Went to another company for a reason

published

Call centre representative have no idea, they dont return calls
Claims dont get done unless you continually call
Premium more than other companies for less inclusions. Not happy so went with another

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateOctober 2019
Claim ApprovedYes
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Justine,
We endeavour to provide excellent customer service and I am sorry to hear that this has not occurred on your recent contact with us. I have sent you a private message in regards to this.
Kind regards,
Jessica


Robyn

RobynPerth, WA

  • 3 reviews

Easy andnon pushy

published

I wanted to support the guidedogs and found the switch to their insurance easy. Oz was very knowledgeable and answered any questions I had. I had reviewed them first and found the pricing very reasonable.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Robyn,
Thank you for taking the time to share your experience with us. I am delighted to hear of the ease in which you were able to set up your policy and of the great service that you have received from our team.
Kind regards,
Jessica


Jenni

JenniGreater Melbourne (Metropolitan), VIC

Not a good start

published

I sent in a form completed by my puppies vet regarding her knee joints to qualify for a waiver should she require joint surgery prior to having pet insurance for 6 months. I sent the form in the post within 14 days of the examination but received a letter to say the waiver form was not accepted as they received the form 5 business days after I sent it and to reapply I would need to visit the vet to complete the examination again, at my own cost. There is nothing wrong with my puppies joints BUT for a first experience with Guide Dog Pet Insurance ( Hollard underwriters) it was very disappointing how rigid they were.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Jenni,
I am sorry to hear about your experience. I would like the opportunity to look into this further for you and I have sent you a private message requesting some additional information.
Kind regards,
Sharon


Haley was a great help.

published

Not able to provide a review of the insurance due to not using it yet. This survey is a bit odd due to receiving these questions the first day after signing up.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Adric,
Thank you for taking the time to share your thoughts. I am pleased to hear Haley was able to assist with setting up your policy.
Kind regards,
Jessica


Lidia L.

Lidia L.Sydney, NSW

Ticked all the boxes

published

Just setting up new insurance for our puppy 2 people I spoke to were very nice clear and not too pushy compared with other companies who were more aggressive in approach. I looked online first within 20 min I had a call, that was annoying initially but good at the same time. Cover is comprehensive and seemed to tick all the boxes we needed.

Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance
Ian

Ian

  • 4 reviews
  • Verified customer

I feel Better knowing I can ensure my boy gets the best care.

published

I have just taken out the policy, and I'm happy with the price, at the same time some of my premiums go to the Guide Dogs. The consultant was excellent.

Value for Money
Transparency
Customer Service
Number of Pets0 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance
Debra D.

Debra D.

  • 2 reviews

I like it because its perfect for me and my dog

published

The policy was great value and l have not made a claim as yet and l have been with the company for about three weeks and when l spoke to the representative they where great

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Joy

JoyGreater Melbourne (Inner), VIC

They dont pay out on claims

published

The first claim I made for a eye ball laceration they knocked back saying in was an illness not accidental. I even had to get my vet to write a letter saying that it was an accident not injury. The PDS even said it was covered under Accidental Injury on page 29 and even then they knocked back a vet follow up visit. I have spent so much time and energy calling and emailing them, without full claim entitlements.
They outsource their claims department to overseas who do not understand and lack customer service skills.
I would go elsewhere.

Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim ApprovedNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Joy,
I am sorry to hear of your dissatisfaction with your recent claiming experience. We would appreciate the opportunity to look into your experience and I have sent you a private message to obtain further information.
Kind regards,
Jessica


Katie

KatieSouth East Queensland, QLD

Very happy

published

The lady I spoke to was great and very friendly and answered all of my questions and provided me the best information. I like how covered my boy is now.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Amy B

Amy BSouthwest, VIC

  • 2 reviews

Amazing Customer Service!

published

Thank you to the extremely helpful staff member I spoke to on the phone to set up my new policy, 10/10! Would definitely recommend Guide Dogs Pet Insurance to my family and friends.

Claim MadeNo
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Amy,
Thank you for taking the time to share your review and recommendation with us. I am thrilled to hear of the great service that you have received and that we can provide you with suitable cover.
Kind regards,
Jessica


Great value for the benefit amounts.

published

Out of all the insurance, guide dogs Australia insurance is great value for money. Has higher rebates and lower premiums than other insurer's.
Also cruciate ligament amount is higher than other insurance companies.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeNo
See all answers
1 comment
Guide Dogs Pet Insurance
Customer RelationsGuide Dogs Pet Insurance

Hi Evan,
Thank you for taking the time to share your experience with us, we really appreciate it. I am thrilled to hear that we can provide you with an affordable option that is suitable to your needs.
Kind regards,
Jessica

The reviewer stated that an incentive was offered for this review


Page 1 of 2

See all Guide Dogs Pet Insurance reviews

Questions & Answers

Sorry, there are no questions about Guide Dogs Pet Insurance Comprehensive Care but you can read 1 question about Guide Dogs Pet Insurance.


Get an answer from our members and Guide Dogs Pet Insurance representatives


Download manual

ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.