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Worth the value
The value of the policy is extremely competitive and the set up was so easy.
The claim was finalised within 10 days.
We Have been with the company for 9 months and we are very happy.
Slow to start but improving now
We had a few issues with getting started. We you we placed on the incorrect policy level and were therefore unable to claim this years vaccinations which were one of our criteria for policy selection then were delayed a second time over required documentation which we were not made aware of. We now are on the correct policy level and all documentation has been submitted however the initial set up was more complicated than our previous pet insurer.
Just joined with our new puppy. Never heard of this insurance before but it popped up as an ad when I did a final check before signing up with a different company. By far the best benefits at the same price.
Very poor. Very ordinary
Very disappointing. Will be dropping cover. Should have stuck with my other pets health provider. Wouldn’t process any claims even thou I have too cover. Find excuses not to pay out. Will be telling everyone not to use Guide Dogs!!
Nice to have such good protection
I was a little surprised at the time it took to process our claim, though it finally came through with no problems. It would be preferable to set up a direct credit into a nominated account as supposed to a cheque in the mail.
2 Months and reimbursement still not received
Claim was submitted late November 2019. When I logged on to request it be deposited directly into my bank accocunt I couldn't update the details. I didn't receive notification that the claim was approved. I logged in a few weeks later as I still hadn't heard back and was able to update my bank details. I requested it be deposited in there only to be told that my cheque was sent out on 11/12/19. As this was some 3 weeks later I asked that they cancel the cheque and deposit into my account. I was told the whole process would take upto an addition...al 20 days. So I waited for the cheque. Nearly 2 months later and the cheque still hasn't arrived. I have now cancelled and waiting for bank deposit. We paid out a lot of money and just before Christmas. When paying for a service I would certainly expect a quicker turnaround and better level of service.
Comprehensive coverage, easy claiming process
We’ve found this insurance to be great so far. Getting started was easy, the claiming process was easy and our claim was processed quickly without fuss. Policy seems to cover many things for a reasonable premium
Offers great peace of mind.
After our dog required minor surgery, we had astronomical vet bills so decided Pet Insurance was a viable option. Guide Dogs Insurance was thorough and supported a very good cause.
Couldn't be happier!!
Best decision we have made! Insured our Labradoodle from the first day we brought her home. Discovered
within a few months that she was going to need monthly injections to treat an allergy. I couldn't believe how quick and easy the claims process was.
A rough start
After a rough start with Guide dogs insurance
I was contacted by their team to explain the problems I was having ,I am not envisaging any more problems and look forward to a good relationship in the future.
- Premium Care
- Verified customer
I found the process was rather long, constantly requesting information several times even though the information was sent. The person I spoke with after several emails did get the desired results.
A lot of work.
Staff are great.
Cannot contact for assistance after hours.
Ludicrous effort for first few claims.
Unable to resolve anything over the phone.
I feel they bend over backwards to not pay. I’m persistent though.
Awful service: keep sending cheque’s!
Very bad service. We have changed the portal to pay into account yet they keep paying by cheque. The time it takes for them to send the cheque is completely unreasonable. We have to follow up by email for something to happen. Now they say they they think our address has changed. It hasn’t but it seems to slow the claim down for them again so makes sense why they have asked it.
The time it takes for the claim to be looked at is unreasonable my dog has had a bad trot this last three months with foure operations and still only has been paid out for two. verry hard to contact
your claims office by phone operators do not speak good English. I have thought about changing to another company.
to many loop holes and no follow up when vet reports supplied
no 4 phone call and given undertaking all information supplied not and now im not happy as can not trust your ph centre as lied . joined when i got a new puppy he is now 6.5 months and think medi bank pet insurance should of gone to as no ph number claims as not computer savey and believed your claims person and lied to
fantastic and very easy to claim
yes very friendly always and nothing is too much trouble.thankyou very much have been with guide dogs for a number of years now and would not change to any other pet insurance
Tayla was amazing, she explained everything nice and easy and was super helpful.Great price for premium cover Very happy
Great value for money . Family member uses guide dogs pet insurance and so far no bad reviews, I chose premium insurance I want the best for my new puppy and this was the best suited for us.
Glad to have pet insurance
I found it was easy to claim. You get an acknowledgement after lodgment and next thing you know you are reimbursed as per your policy. Glad I had it when our Pip needed an operation in her first 12 months. You then get letters explaining what was covered and what wasn't. I think this could be done by email rather than post.
Not overly happy
I feel its overpriced for our two dogs. Increased premium massively since last year. Good to pay out claims. Not great on phone when I queried the increased premium. I will probably cancel soon
Easy, fair, peace of mind
Easy to lodge (our vet receptionist does it for us!) and prompt payment. Doug has had a fairly healthy first 12 months of his life, but it's great to know that when little things do go wrong (like he develops a limp and needs an x-ray) we don't have to hesitate based on cost.
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