Good claim experience
At 38 weeks pregnant and the day before Easter I got rear ended in my brand new Mazda CX-5 and was referred to the service by real insurance. Although slightly more expensive than competitors I choose Real insurance by doing a lot of research and looking a reviews where someone made an actual claim and found people generally had fair dealings with the service. Well despite finding the person that I was dealing with to be pretty apathetic to my bingle within ten minutes of getting off the phone to my insurance I got a call from Flagstaff motors ...arranging to pick up my car and offering a free rental car (despite this not being a feature of my policy). They did an amazing job and it was fixed within two working days. Amazing result and hassle free experience all round.
Very slow to finalise a claim
It has been 11 days since my accident and claim initiation, and I call them virtually daily, and they still do not have the assessors report completed. In the interim, I have no car, and still have to keep paying the finance, interest and warranty for the vehicle because they have not settled the claim. Today when I called I got cut off while speaking to a representative, and they did not even call me back. This is the most frustrating situation and I have lost all faith in Real Insurance - they are not very real to me.
Quick and helpful service!
Called to change the car on my policy as I had purchased a new one and the process couldn’t have been easier. Old policy was canceled and outstanding premium refunded and new policy created within 5 minutes.
the worst insurance I ever have
I been trying to sort out a claim for about 8 weeks , every time I speak to a person at real they give the same old story they are looking into my claim, but still not going anywhere and now it looks like they have lost important information I have given to real insurance. They say you only find out how good a insurance company is until you make a claim well REAL INSURANCE is TERRIBLE!
Staff not listening
Staff member didnt listen (Asheika)
Her actions have caused a major problem
Cant pick up hire care or drop car into repairers as now dont have anyone to help
Booked in car for the wrong day
Didnt send sms for address of hire car company
I have neck and head injuries due to accident and its making it difficult to do things and this has push my stress levels thru the roof
I understand we are all going thru issues but please just listen to your customers
Terrible phone support
It's like poking myself in the eye with a toothpick. Ever since they moved the call centre overseas, real insurance has sadly become real annoying. I organised car insurance and the payment for some reason didn't go through. No one bothered to tell me. I've been driving around uninsured. What was once a promising company has become a totally inept institution of 3rd world moronity.
Charge you extra to help you on the phone
I called real car insurance today to help as the website would not let me log in and got told by the operator that my premium would go up because she is helping me over the phone. What a absolute joke you guys are. Im already paying for a service and you want to charge me to talk to someone on the phone.
- Comprehensive Car Insurance
- Verified customer
This is the worst car insurance I have ever had.
I cancelled my car insurance policy last December before renew automatically but they renew it and delayed refund my payment even though call them, email them till now 2th Feb
Have lodged claims 3 times in 16 mths 2 not my fault .Each time service ,repairs were organised quickly and profesionally .Cannot fault this car insurance company .Price wise was better than coles insurance. Would recomend to anyone .I'm in melbourne .So can only speakk for here.
8 weeks and counting...
On the first day of scheduled repairs, after having already waited two weeks for the booking, the assessor bumps up the original quote by $1,200. What's the point of the initial quote if it can out by that much? After disputing the revised figure and insisting on a second opinion from another repairer, all contact has since been initiated by me, asking for updates every three business days because none are being provided. No proactive communication to tell me what is going on whatsoever. Waited several weeks to receive any documentation regardi...ng first quote. Received a document with all the prices cut out of it. Waited a further week for assessor to release *my* car back to me so I could take it to another repairer for a second opinion. Second repairer can do it for significantly less. Sent quote and photographs from second repairer and requested cash settlement. Had to re-send quote and photographs 3 days later. Another three weeks later and the assessor and claims team still haven't contacted me with the outcome of my claim. My claim has supposedly been flagged with the assessor as a priority twice in the past week to no avail. Internal complaints process has not helped, so I'm going to AFCA.
It was a terrible experience, nobody bothered to read over 20 emails from me. I had to take it to the AFCA to even get a response from the insurance company.
The repair company took my car for a week, forgot to do half the repairs, and i had to take it back the next day all over again!
Nearly 3 months to even process the claim, then 2 weeks without a car.
I cant wait to no longer be with real insurance.
Great service so far
I have only been with real insurance for a short time but when someone hit my car and I had to lodge a claim with them they were great to deal with. Very friendly and straight forward and since it was the first time I've ever been in an accident I was unsure regarding the process and what to do and they were really helpful and willing to explain the process. The panel beater wasn't overly close that they said I had to use however the service from them was great and they had my car fixed back to new within a few weeks after the accident. So far very happy!
Paying by the Month? Insurance Buyer Beware
I have been insured with Real insurance for several years. Unfortunately, my car was written off last month. I have received the news that because I pay the insurance premium by the month, I have had $1035.52 deducted from the final payout figure as the insurance premium is required to be paid for the annual amount. How can this be right - to pay for a premium on a car that no longer exists??? The reason I was paying by the month was because I couldn't afford to pay the annual premium in one payment. I feel that this is very unfair as my insura...nce was fully paid at the time of the accident. I have always insured my car with comprehensive insurance (doing the right thing) but just can't understand why I have to pay a premium on a vehicle that no longer exists. Grossly unfair and just not right!
- Comprehensive Car Insurance
- Verified customer
The policy I got was of good value, even changing policies was no hassle.
When lodging my claim it only took a couple of days before I received an email telling me that my claim was approved and that the excess has been waived.
I have been with Real Insurance for at least 5 or more years now and when I relocated to the country my pay by the month policy went down by half.
Didn't require roadside assistance.
They're underwritten by Hollard- a bunch of clowns
Was rear ended in May. Called to make sure I did everything correctly, they said that they could contact the other insurance company on my behalf. Made a claim and was asked to get a quote. Was given place 38km away to get quote from (because basically every time I ask for address to be updated they don't do it!)
Finally got a closer smash repairs. They took two weeks and a phonecall to submit photos. Hollard (underwriting Real) told us that our car would be repaired and all was well, they'd pursue the other company behind the scenes. A day la...ter we were told that no! Our car was written off and a total loss. Consolation, we may keep our car, plus payout (less salvage cost). 4 days later, we probably can't keep our car... Caller was power trippy and condescending, refused to transfer call to supervisor and lied about there being no complaints department. Told we would have to call other insurers ourselves. Did this and was assured we could keep our car plus payout. Will likely be considering that company next time! Never have Real/Hollard again!
Great customer service
I have been with Real Insurance for a number of years for motor vehicle, home and contents and funeral insurance. I have unfortunately had to make a couple of claims over the years and I have received exceptional customer service at all times
Its so good not to worry if things are not covered safely
I have had only good things to say regarding the response that I have received from them on all of my several policies that I have had with them with the only hiccup being that I forgot to advise my change of postal address. definitely their fault for not guessing...….
Very helpful throughout claim
Went with Real because they were cheap, in spite of some negative comments. However, now that I've had to go through a claim (my first in 15 years), I'll be staying with them for future policies. They were incredibly helpful the whole time, extending the hire car as required when repairs went overtime and towing the car back to my house after being repaired because of how far away it was. The only two concerns I have are that sometimes the wait time to speak to a claims operator can be well over an hour. And they also do not make claiming again...st Council easy (in the end, I'm the one chasing council and other parties to try and get them to admit fault and cover the excess - ongoing). I'm sure if it was a simple car accident then this would be easier.
Clos to perfection
I'm in the secund year whit you.. Thanks for your service hope to be a good driver like the last 29 years whit no claims..I did not have any claims whit your company
Very flexible plans to suit my usage and great cx service.
I've compared many insurance service providers, but RI was the most affordable insurance by a distance to it's competition!! flexible plans to suite my usage and great customer service, it's just common sense to go with RI!
Questions & Answers
What's the difference? How is it that Real Insurance has such a poor customer rating while Seniors Insurance, also a Hollard brand, has such a high one?
Have real home insurance . it has taken over seven weeks to get to the stage of signing the scope of works....
your staff need training in how to send e-mails , and how to attach links to text messages . please resend the documents you claim never arrived , and I will return , signed , by next REGISTERED POST .
I received a quote to renew my insurance and it has gone up as it always does even if you never make a claim. This is just 3rd party, fire & theft for a 1999 car that is lucky to be worth $2000 and they insure it for up to $10,000. They said it would be cheaper if you pay annually instead of by the month to which i asked for the quote and they took around $9 off the premium...really? I had some other quotes which were cheaper and I asked could they do anything else to keep me as a customer and they said no.
I was just wondering why you expect your current customers to pay more for the same thing than a new customer?
You're absolutely right to ask questions. I wrote off a car in August and I was paying my comprehensive car insurance by the month. The insurance renewal was in June and Real Insurance deducted the next 10 months worth of premium (just over $1000). In other words, they charged me 10 months worth of insurance on a car that no longer exists. Look elsewhere for insurance and check the PDS very carefully to make sure that in the event you have to make a claim that they don't punish you! Don't think twice about this mob - move on!
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