I now have 4 policies with you & am happy
I have had insurance with Real Insurance for approx 10 years. I have always found them easy to deal with & when making a claim I usually have the payment in my account within 1 week.
This new policy was super easy to set up.
Perfect insurance, peace of mind for my puppy
Quick and easy service for a quote. Peace of mind that my dog is insured now. I chose this company as I currently have my own insurance through your company.
Good value excellent service
Yes it was loved being in it when I was. Due to circumstances had to cancel it which I was sad about would like to join again at some piont
I have had pet insurance for 6 years with very few claims. Not sure how an ear problem is pre existing as a new born pup and now I find out that when I have claimed flea treatment on the day of renewal , the renewal start at 11.59pm so not claimable. Language is also a problem. Had to repeat myself over and over as they didn’t understand. Far too many exceptions and not enough common sense and certainly not enough product knowledge. Have to be called back every time
Pre-existing ear infection of doom
Woeful customer service. Even worse correspondence.
Submitted my claim and all the paperwork. Some of it wasn’t relevant, sure, but I uploaded it just in case. No big deal.
However, 10 days later I’ve still not heard anything... so I email them to follow up on it.
Turns out, they don’t contact you at all unless they want money... so unbeknownst to me, my claim was rejected days ago because of an ear infection back in January 2018 - pre-existing apparently.
Nevermind that I’ve insured my dog through them for almost 2 years and claimed only once, not complained about them upping my premiums, not missed a payment etc.
No. An ear infection almost 18 months ago (prior to insuring with them for the first year) is ‘pre-existing’ and therefore not covered.
To top it off, when I asked about finding out more about cancelling the policy they just straight up went and notified their accounts team to cancel it.
Potatoes. Crooks. Call them what you will but don’t use them.
After looking on line and comparing, I received a lovely call from a young lady who was very helpful and when I was able to ask questions (I was sick when she called) she answered very professional and polite. I am so pleased with her service I took the policy straight away. Thank you for being understanding and caring
Great advice and support
Received a call to set up my insurance, the last was very helpful and knowledgable. Answered all of my questions and concerns and explained everything in detail. Have now signed up for pet insurance.
Exceptional service and cover
Wonderful service, claims are so easy
Staff are helpful and knowledgeable
Always paid 80%of any claim I have made
The portal means I can access my account easy and makes claims myself online
No more long waits like before when claims were sent via post.
Excellent customer service for policy set-up
I have not claimed yet but the set-up of the policy was very well handled. I don't understand why I must have 30 words for a review. And review requests before a claim is made gives false positive feedback.
So far so good.
Haven’t made a claim yet but I’m very impressed with the service so far. Jacinda has been extremely helpful. Thank you for explaining everything so I could understand all the policy covers.
Disappointed with the call centre knowledge
Surprised that when I called in to enquire my Real Reward, the call centre officer wasn't very clear on the annual rewards policy. She claimed that I am not eligible despite I have completed my 1st year with Real Pet Insurance. Fortunately, [name removed] from the customer service helped me to resolved the issue.
Too good! I hope you don't disappoint me in the future.
It was a good value but need to see when the time of need arise.
The person I spoke with was polite and answered my questions.
I will let you know more in the future.
Full cover for our new pug puppy. Very happy
The company representative (Morgan) was very good at explaining the different policies on offer. She showed great professionalism and was very pleasant to do business with. Very easy to set up the policy.
Waste of time,effort & energy
Easy to set up, but if it sounds too good to be true.... i was looking for a company AWAY from my existing pet insurance. Turns out they are underwritten by same company, once you have set up your account,you get transfered to the Philippines, the staff do Not care if you are having the worst day of your life. I have insurance for my house,my car,motorcycle,my life . All of them easy to use, Pet insurance is a nightmare, you are by FAR better off putting $80-90 away a month,into an account at a bank on the off chance you need it . If you are getting pet insurance for any animal older than a puppy/kitten etc,all conditions are pre existing & not covered .
My dog Smidge.
I was very happy with the policy and the young lady who helped me name Sophia. Happy with premium. Quite a few years I have a Funeral policy with Real.
Pet Insurance - New Policy
I am not sure how long I have had pet insurance, perhaps over ten years. I currently have my Cocker Spaniel, Lucy insured with Real Pet Insurance. Having acquired Georgie in May 2018, I wanted a policy to cover her also. During the process of establishing the policy I was asked if Georgie had any pre-existing medical conditions. I mentioned that she had recently had an ear infection which had been effectively treated; following which I was told this new policy would not provide cover for ear infections. If it was a serious ongoing medical condition I could understand it, but ear infections?
Needed cover for pets and the customer service officer was very helpful, kind and factual.
Obtaining coverage for pets required.
Premium higher this year than competitors coming from but with incentives of lowering next year, have taken up. Also told coverage better than competitors so this better.
Never until commencement of new policy. Happy with offer and have started pet insurance policy for my fur baby which is to replace another one
I wouldn't recommend getting locked in
I've been with real insurance for 4 years. We started at $70 per month and each year the insurance goes up considerably. We have entered our 4th year at $98 a month. I rang to opt out but discovered that although I pay monthly it is a rollover insurance that is contracted for a year. This was not clear at all. And is the only insurance I've ever been with where you pay monthly but can't opt out. Very deceiving. In addition I was told the premium went up because I was ageing. I'm 29! Not only that but I feel the claiming is a pain. Having to print out out and email or post the claims form. No online quick claiming. I am yet to make a big claim as we have only had 12 monthly health check ups at the vet for our 4yo dog - real refunded the 85% returned into our account quite efficiently. I am worried however at the premiums keep going up at this rate. It doesnt seem worth having the insurance on the first place. As a customer it feels real pet insurance is a cash cow that's designed to make as much money off you as possible.
Great customer service
I took out pet insurance on our second lab. Although we have never had to make a claim (fingers crossed we never have to) we have found the staff at real insurance very professional and friendly
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