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Reviews

Review distribution

5 star
226
4 star
27
3 star
7
2 star
12
1 star
179

jld

jldGreater Melbourne (Outer), VIC

  • 6 reviews

Horrible experience

published

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.

Value for Money
Customer Service
Transparency

AbbeyR

AbbeyRSouth East Queensland, QLD

  • 2 reviews

Great service so far

published

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!

Value for Money
Customer Service
Timeliness
Job Satisfaction
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelMitsubishi Outlander
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Claim DateAugust 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer C.Real Insurance

Good Afternoon Abbey,
We are pleased to hear you were provided with great service and you got your car back in a reasonable time! Thank you for trusting Real Insurance with your insurance. -Angela

Jayjay

JayjaySydney, NSW

  • 3 reviews

Paying by the Month? Insurance Buyer Beware

published
Value for Money
Timeliness
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25Yes
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer C.Real Insurance

Hi Jayjay, Please private message your claim number and I will get a claims consultant to contact you to explain the process. - Angela

Greg M

Greg MMurrumbidgee Region, NSW

  • 2 reviews

Great Company

published

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.

Value for Money
Customer Service
Timeliness
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelHolden Commodore VZ
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time<1 week
Claim DateMay 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer C.Real Insurance

Good Morning Greg. Thank you for your positive review. We look forward to providing you with great service for many years to come. - Angela


Winter7

Winter7AU

  • 23 reviews
  • 9 likes

They're underwritten by Hollard- a bunch of clowns

published
Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder No
Claim Resolution Time3+ months
Claim DateMay 2019
See all answers
2 comments
Winter7
Winter7

Still no confirmation from Hollard/Real that our claim has been withdrawn. Have been on hold for 25min chasing it up but have to go to work (and several meetings).

Real Insurance
Customer C.Real Insurance

Hi Winter,
I have been advised that our claims department has already been in contact with you last week and an outcome has been resolved. - Angela


Goldengirl

GoldengirlGreater Melbourne (Outer), VIC

  • 3 reviews

Great customer service

published

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

Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelHyundai i20
Claim MadeNo
See all answers
1 comment
Real Insurance
Customer C.Real Insurance

Hi there, thank you for your great feedback and glad to hear we have provided you with great service during your claims experiences with us! - Angela


Its so good not to worry if things are not covered safely

published

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...….

Insurance TypeComprehensive
Plan covers drivers under 25Yes
Claim MadeNo
1 comment
Real Insurance
Customer C.Real Insurance

Hi Greg, Thank you for your review. Happy to hear we are providing great service across all our policies. - Angela


epicpilgrim

epicpilgrimSydney, NSW

  • 2 reviews
  • 3 likes

Very helpful throughout claim

published
Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelAlfa Romeo 147
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Claim DateJune 2019
Claim ApprovedYes
See all answers
3 comments
Real Insurance
Customer C.Real Insurance

Good Morning, we are glad to hear you have a great claims experience with us, though we are sorry to know that a few issues weren't easy for you. I hope it was all resolved. -Angela

epicpilgrim
epicpilgrim
Real Insurance
Customer C.Real Insurance

Good Morning. I am sorry for the stress that was caused throughout the claim but happy to hear all was resolved and you are not out of pocket. Thank you -Angela

Clos to perfection

published

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

Insurance TypeComprehensive and Third Party, Fire and Theft
Plan covers drivers under 25No
Claim MadeNo
1 comment
Real Insurance
Customer C.Real Insurance

Hi Stoica,
Thank you for your positive feedback and we hope to insure your vehicle for many more years to come. - Angela

Rezmata

RezmataSydney, NSW

  • 7 reviews

Very flexible plans to suit my usage and great cx service.

published

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!

Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelHonda Civic 10th Gen
Claim MadeNo
See all answers
1 comment
Real Insurance
Customer C.Real Insurance

Hi Rezmata,
Thank you for your positive comment. We are pleased to hear that we have provided you with great service and also an insurance product that suits your needs. -Angela


claim was resolved

published

Very disappointing and frustrating experience. Waited for 6 weeks to get paid but turn out that we couldn’t agree with the amount because they refused to paid all the receipt provided. Now, we were told to escalate it to the dispute and maximum time is 45 days. Seriously? How long should we wait more? We have lost a lot of money from this accident and it’s not my husband’s fault. What insurance is for then? I thought to get us covered.( these are my previous review)

After a week

Our claim was resolved after 1 week in internal dispute. Got paid with all our receipts. Total waiting time is 7 weeks.

Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateMay 2019
Claim ApprovedYes
6 comments
Real Insurance
Customer C.Real Insurance

Hi Grace,
I'm sorry to hear you are having a difficult claims experience. If you are happy to, can you please send us a private message with your claims details and I can try push this quicker for you? -Angela

Grace p.
Grace p.

Hi Angela,
We are not happy at all.. I sent you the claim details and the complaint I’d as well. Please do as you say to make it quicker. 6 weeks is very long already, and another 45 days is not funny.

Grace p.
Grace p.

Tate

Tate

  • 2 reviews
  • 2 likes

Frustrating claims experience - Delay after delay after delay

published
Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time3+ months
Claim DateApril 2019
Claim ApprovedYes
See all answers
2 comments
Real Insurance
Customer C.Real Insurance

Hi Tate,
We are sorry to hear you are having difficulties with your claim. I would like to get this resolved for you. Can you please send us a private message with your claims details so we can look into this further? - Angela

Tate
Tate

T. Tran

T. TranSydney, NSW

Pay as you drive insurance is what you want

published

Why pay comprehensive insurance when you only drive 5000 kms annually? Pay as you drive will save you lot. Having been with Real Insurance for the last 10 years, I am very happy with their service

Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeNo
1 comment
Real Insurance
Customer C.Real Insurance

Hello, thank you for your positive feedback. We are glad to hear you are happy with our product and services! - Angela


Rewarding experience

published

Professional and courteous service. Dealt with the facts we discussed down

to the nitty gritty of my personal requirements for my vehicle. Very impressed with what the product has to offer me and my wife. Was made to feel special.

Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelHonda crv
Claim MadeNo
See all answers
1 comment
Real Insurance
Customer C.Real Insurance

Great news Rolf! We are delighted to receive positive feedback and very happy that we could offer you such outstanding service. - Angela

Phil

PhilPerth, WA

Easy and professional service every time

published

I’ve been with real insurance for over 10yrs now with both car and home insurance. Lodging a claim was quick and easy. They worked through the whole process with me from start to finish.

Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeNo
1 comment
Real Insurance
Customer C.Real Insurance

Hi Phil, Thank you for your positive feedback. We are glad to hear you have been with us for over 10 years and hope to provide the great ongoing customer service for many more years to come! -Angela

Janine040

Janine040Southern and Hills, SA

12 years of excellent service!!

published

We have held a number of Real Insurance policies over 12 years. Nothing is a bother. All telephone staff are always friends, helpful and accommodating.
I would highly recommend Real Insurance.

Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelPeugeot 2004 206 Cabriolet
Claim MadeNo
See all answers
1 comment
Real Insurance
Customer C.Real Insurance

Hi Janine, Thank you- that's great news! We are delighted to receive positive feedback and very happy that we have provided great customer service to you over the past 12 years and we hope for many more to come! -Angela


Terrible communication

published

Been waiting nearly a month now for my Total loss claim. Very poor communication and have to wait 1-2 hours on the phone to only be told that i will have to wait longer for the team to assess the claim after I have sent all the documentation. No one has called me and have dad to follow up with every step.

Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claim DateApril 2019
Claim ApprovedYes
1 comment
Real Insurance
Customer C.Real Insurance

Hi Rohan, I'm sorry to hear that you have not been contacted regarding your claim. Can you please send us a private message with your claim number and I will get a Claims Manager to get in contact with you shortly? -Angela


Shaim Buksh

Shaim BukshSydney, NSW

Absolutely crap car insurance company

published

Most unorganised and pathetic car insurance company in Australia ....You think they'll look after you and your car when you make a claim for an accident but they don't. They tell you something else and do something else. And they don’t call you at all, you have to call and wait an hour to speak to someone if they don’t hang up on you.

I wouldn’t recommend anyone to go with them. Pay more and find someone better.

Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelChrysler 300C Luxury
Claim MadeYes
Claim DateApril 2019
See all answers
8 comments
Real Insurance
Customer C.Real Insurance
Shaim Buksh
Shaim Buksh
Real Insurance
Customer C.Real Insurance

Hi Shaim, please send us a private message with all your details. I will pass this on to the Team Leader of Total Loss and ensure you are contacted as soon as possible. - Angela


Sisi79

Sisi79

  • 2 reviews
  • 1 like

Spoke to someone in South Africa!

published
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeNo
1 comment
Real Insurance
Customer C.Real Insurance

Morten

MortenGreater Melbourne (Metropolitan), VIC

Pathetic service!! No response on either email or call for more than 3 weeks!!

published

Its been more than 3 weeks after the assessor has told me your car is a total loss and some one from the claims team would contact you. I have written several email, called up multiple times but unfortunate to not have a single response. This is pathetic service!!!!

Value for Money
Customer Service
Transparency
Insurance TypeComprehensive
Plan covers drivers under 25No
Car ModelToyota Corolla E150
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateMarch 2019
Claim ApprovedYes
See all answers
2 comments
Real Insurance
Customer RelationsReal Insurance
Morten
Morten

Page 1 of 23

Questions & Answers

Mel C.

Mel C.asked

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?

1 answer
Jayjay
Jayjay

Hi Mel
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!


Winter7

Winter7asked

If I cancel my car insurance (because my car was written off), am I entitled to a refund for the remainder of the year?

3 answers
Real Insurance
Customer C.Real Insurance

Hi Winter, Please private message your claim number and I will get a claims consultant to contact you regarding your enquiry. - Angela

Winter7
Winter7

Surely this is a simple answer?

Real Insurance
Customer C.Real Insurance

Hi Winter, yes, a trained claims consultant can give you all the answers you need.


CNG

CNGasked

I was with Real insurance since 2013 , I was happy before but this year they increased my premium almost by 30 percent. Any ideas behind it?

1 answer
Real Insurance
Greenstone F.Real Insurance

Hello, thanks for your enquiry. If you'd like to share your policy details with us we will arrange for a team member to contact you to assist further. You can send us your details in a private message on Facebook at www.facebook.com/Real.Insurance.


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