Deceptive, misleading, unreliable, expensive
In 2008 my premium was $300. Today it is $2000. Same property, no changes.
Lodged a claim that they have been unable to finalise for months. Cannot get in contact.
Policy wording and coverage questionable on what they actually will pay out.
So I finally got a call back from a manager after writing on this site. She was chasing up the plumbers report. Now this afternoon she has called to say that my claim was denied because the 'sewage overflow' in my bathroom which affected my bathroom and bedroom carpet had to be pulled up, was caused by a tree root. In the policy it states that overflow from sewage is covered. In the are where it mentions what won't be covered, this is not mentioned.
Even the assessor strongly indicated it would ne covered and i would get new carpet and bathroo...m fixed. Much further down in the policy it states public liability (to others) won't be covered for tree roots. This information is very misleading and should be up in the section of what won't be covered. I will ne taking this to the ombudsman, dept of fair tradind, and media and warning everyone of the misleading policy, and advertisements. So here is question....how can they advertise that people can get insurance for silly accidents, however, if you are not a plumber and there is a problem with your pipes (this isn't covered in any building report and you only find out there is a problem when the sewage backs up (the shots literally hits the fan), how can this not be covered by insurance? This is literally a sewage overflow and I cannot think of many other reasons why this would happen. How would anyone be prepared for this to happen? Kylie Gleeson
Disgraceful treatment of long term customer.
Insured with 'Real' for 9 claim free years. Contents insured value $137000. Made a claim for $30,000. Payout from 'Real' was $2000. Was told we were under-insured! Absolutely disgraceful and Real are bigger thieves than those that broke into it house.
25.69% premium increase every year in the last 3 years
we have been with Real insurance since 2010, 3 cars, home, and contents. started in 2017, After been taken over by Hollard. A 25.69% yearly increase on all our premiums in spite we never made any single claim at all in the last 10 years. it's a totally ripped off. we just canceled all the renewals and moved the business elsewhere. Anyone reading my comments. don't be a victim like me. there is no such thing as being a loyal customer. what it counts today is who's giving you the value for your hard-earned money. I am very honest and straight forward against this insurance company ripping me off all these 3 long years. we can no longer stand it anymore. Let it go !!!!
- Verified customer
Over a month since claim lodged, and still no claim number or response.
Lodged a claim over a month ago and still don't have a claim number, nor has a claim manager gotten in touch with me.
Don't bother with these guys - switch to Youi or another company that responds to their customers and values their business.
$600 increase in premiums in 3 years shop around otherwise Real will rip was with real/Hollard for five years
good at the start very expensive at the end made some claims hence feeling I got shafted for this if future policy prices tried to tell them there were cheaper prices so I have now left they did not really care
if they had of lowered premium i may have stayed
They don't deserve single star
You will only see the real face of unreal insurance company when you make a claim,
They will bring up so many unknown clauses to decline the claim!!
Bunch of liars
Stay away people
This company is not genuine insurance company
Hollard Insurance - $10,000 landlord claim and only paying $300! Many, Many fine print exclusions!
Over a year of battling with this insurance and they have said that most items in the $10,000 claim are 'separate items' and relate to poor housekeeping by a bad tenant. Isn't that what landlord insurance is supposed to cover - what a tenant does to a property? I don't think damaged cupboards when doors are falling off and damaged by a tenant are merely 'poor housekeeping'. The Manager I spoke with said that the landlord should have read the PDF. I said 'with due respect', most landlords are not lawyers and do not read the fine print they ju...st expect a 'landlord insurance policy' to protect them if they get a horror tenant. They said: 'I understand you feel that the policy should cover all damages which has been caused by all tenants however there are exclusions which are associated and have been applied. I know you advised no one reads their product disclosure statement however we not are accountable if this is the case or occur, by making payment of the policy you have accepted the terms and conditions of the policy. It clearly states on certificate of insurance, please read your product disclosure statement to ensure the policy is the right one for your needs.' Also, staff hang up on calls. They start saying 'I can't hear you' and then hang up. Happened several times.
- Verified customer
Great level of service and quick turn around time
Just one night before my settlement of my house, I had water damage to my master bedroom timber floors, Garage and other areas. I was quite stressed and since my settlement was the next day I initially dropped the idea of call real insurance. However when i changed my mind and call them, they reviewed my situation and lodged a claim and sent a make safe technician to my place within 2 hours and on top of it the assessment of the my claim was done within 24 hours and the claim was approved within 24 hours. I never expected that i could have got ...my claim processed and get the contractors in within 2 days to start fixing the problem. Looks like I am on track to get everything in time and for the settlement in the next 10 days. I really appreciate the empathy and the support provided by the Claims team at Real insurance. Being with them for almost 10 years and every claim has been a smooth process
- Verified customer
Unreal insurance suits more than real insurance!
caution everyone of this company! They take your money & put you on a spin of never ending 60 page PDS & fine prints. False adverts to loom you in & won't abide the claim.
Have made my first contents claim, on 17th Sept till today 5th oct, I have been put thru a series of unpleasant situations & call centers in South Africa. Initial contact was great was feeling comfortable in the fact that I was covered as i have top contents cover . That comfortable feeling didn't last long as I've since been told I'm not covered due to a technicality. Have ...
I must feel lucky
I must feel lucky after getting my renewal land lord insurance up by 88%.
On placing my review 'Stay away to avoid dissappointment' a week ago I received a message, that a Team Leader from Customer Service department was about to contact me shortly. And one week later he did, essentially saying that if I did not accept the current premium of $425.99 it would have been $566.99,- up 234% from last year's one.
Lucky me with REAL!
I was with different insurance that didn't care about what I was looking for when it came to insurance. Real insurance was totally different, they asked me what I needed . They help me work out the best policy that suits my needs. I have been with them for 5 years.
Avoid you’ll only be disappointed
I had purchased bicycle insurance through real bike insurance and sadly my bike was stolen a year later.
Upon making a claim I was offered the same bike at the sale price only to learn it was not available to purchase. What insurance company believes it is acceptable to offer you a replacement bike you can’t actually buy and at a hugely discounted sale price.
I was later paid the full cost of the replacement bike minus the excess after much discussion and follow up emails. All up I have paid $140 over two years and lost $125 excess ($265) fo...r a bike that retails at $400! I also learnt the expensive bicycle lock you have to purchase to ensure you are insured was not covered by my policy despite me submitting proof of purchase and requesting it to be added to my policy. A bit cheeky of them to avoid this and not even say it wasn’t included. Perhaps I would have reviewed my policy if they had highlighted this. When I buy my new bike i will be considering my insurance options more closely! As stressful and upsetting it was to have possessions stolen the confusion and mismanagement over my settlement only added to my stress.
1 Star is being generous - AVOID AT ALL COSTS!
We have had an ongoing battle since December last year to have a contents claim resolved after the storms. Its now coming into June and after many emails, phone calls we are still waiting. Claims Central who 'manage' (if you can call it that) claims for Real Insurance are constantly calling asking us to pay the scope of work and every time it is incomplete. Businesses don't talk. There is no follow up. They promise yet no follow through. Avoid the heartache! Good at taking money but no fixing claims.
Worst insurance company ever, stay away
After 9 years with them we had claim due to storm in December. Accesor came, told us it's easy claim and we will get new carport. His report was something completely different, everything was our foult, gutter were full of debris even his pictures shows otherwise. They denied our claim because of that and poor tradesmansihip. Absolute joke. Stay away from them.
I had 5yrs home and contents with Real Insurance with No claims, then they refused to renew
After several phone calls and emails to them I eventually was told “ Because of recent weather events and the geographical location of my property I no longer met their underwriter conditions “ I replied that I must have slept through the tsunami that hit the Goldcoast and had not moved my house from its position, it is 16 metres above sea level” I insisted they stated this ridiculous reason as I needed it to give to a new insurer . It’s a question on all insurance applications. I am now with NRMA and also cancelled my life insurance with Real . Telling them I am a loyal customer but they had treated me with contempt.
Would not touch Real Insurance again
I enquired about making a claim as my Wife had lost a small diamond out of her eternity ring.
This was ( i believe) the first time i had tried to claim anything, the chap was less than helpful and being told i would have to pay the first $500, seems like i am carrying ALL THE RISK, and you are carrying none.
It would appear the only time insurance is useful is if EVERYTHING, i own is destroyed at the same event.
I will certainly seek other quotes when my multiple policies are up for renewal.
As a footnote, i payed for diamond replacement out of my own pocket, if i cannot rely on you when i have an issue what is the point
They tell lies
I have water damage in my ceiling. Real Insurance sent an inspector to look. He said it was because my gutters were not cleaned enough. Ive since had 2 quotes to change my roof from tiles to colourbond. Both have said that was not the reason. They both said that part of the roof had not been constructed properly in that a corner metal section had been installed incorrectly. Real Insurance thus said everything was my fault and did everything to make even reporting it like proving I was innocent of murder. I cant even look at their ads they make...me so angry. Stay away from them at all costs! May 28th 2019 Update: Liars! They sent someone to look at my ceiling water damage. He said it was my fault. I had then 3 quotes to fix the damage myself and they all said it was from a corner on the outside that hasn't been installed correctly. They use their own paid off contractors to lie to you. I've not claimed before after years of using them. I cancelled after I learned the truth. Worse than criminals who are at Least honest in what they do
Best scammers in the country
My house ceilling colapse with no reason at all I did come after two weeks overseas and the whole ceilling was on the floor I did call Real Insurance (the scammers) and i have been told it is dodgy work from builder and im not covered. The builder come around and fix it with no issues at all even the house was out of warranty Real ( scammers) Insurance took them 7 months to call me back to tell me im not insured. I asked them why took them 7 months to call me and they did not have a clue and told me sorry and hang up. I think the word SORRY doe...s not have a meanning anymore. The only think they care is just your money Once they got your money they dont care Thanks to my builder who did come and fix the ceiling free of charge And SHAME on Real Insurance
Would never deal with this company
Had a policy with this company for 2 years. Cancelled the day we sold the house and they made us pay the following full month without refund because it was already scheduled to come out. My family who also have policies with them are not happy and will be changing companies. I advise people to stay away from a company like this
Questions & Answers
Do you cover leaking water pipe inside wall of shower?
Hi Anje, do you currently have Home & Content Insurance with us? If you do, please call us on 13 19 48 and we can clarify this issue for you. Or you could send us your policy details in a private message on Facebook (https://www.facebook.com/Real.Insurance), and a member of our Service Team will get in touch. Thanks.
I haven't got my home and content Insurance tax receipt for my home which is located at 5 Sylvan Ridge Drive, ILLAWONG NSW 2234 yet. Could you please send it to me.
Thanks and regards,
Greenstone F.Real Insurance
Hi Daniel, we will arrange for our Service team to assist further, thanks.
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