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Reviews

(91)
(12)
(5)
(7)
(65)
  • Claim Resolution Time1-2 weeks (27) · <1 week (26) · 2-4 weeks (11) · 1-2 months (6) · 3+ months (2)
  • Claim ApprovedYes (64) · No (8)
  • Incentivised Review Yes (2%) · No (98%)
  • Transparency
    4.1 (79)
  • Customer Service
    4.2 (93)
  • Value for Money
    4.0 (92)

Jill

JillGreater Melbourne (Metropolitan), VIC

  • 4 reviews

Excellent Service & staff.

published

I have been with Real Insurance for over 6 years now. I have never had an issue with payments. Always fast to respond. Staff are so obliging. I have a Toy poodle & German Shepard. Fantastic Support.

Value for Money
Transparency
Customer Service
Number of Pets2 pets
Pet Type(s) InsuredCat and Dog
Claim MadeYes
Claim Resolution Time<1 week
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

great

published

I didn,t at first but I do now. I Have claimed twice and both times did the claim not take long.I have been with you for about 8 years now.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time2-4 weeks
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Hi Edith,
Thank you for taking the time to share your experience with us. I am delighted to hear that we have been able to assist with your claims and assist in providing support for your pet, when needed.
Kind regards,
Jessica

Andrea

AndreaGreater Melbourne (Metropolitan), VIC

Sad time, compassionate and caring service

published

We recently lost our beautiful little furbaby after he was attacked by another dog who escaped his muzzle. 2 surgeries and we had to make the decision to put our boy to sleep. Our vet hospital put the claim into Real on our behalf. Within a very short period of time we were reimbursed 80% of all our costs, no questions, no fuss. I did have a couple of conversations with Real at which time they were compassionate and caring. Can't recommend them highly enough. We adopted Russo at 9 and insured his straight away but due to age he could only have limited cover.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim DateJanuary 2020
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance
Adam M.

Adam M.Sydney, NSW

  • 2 reviews

Garbage, doing everything possible to avoid claims! avoid!

published

Horrible first experience with a pet insurance company.
detailing false information regarding a claim, advising a condition was pre existing when it clearly wasn't, won't respond to emails and now they will take 10-15 days to get back to be involving a review, ONLY, only after I pushed back many times, what an absolute joke.
REAL will be paying my claim, I will be pushing with the ombudsman and further, so they better get back to me asap, will never go back.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim DateDecember 2019
Claim ApprovedNo
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Susan Webster

Susan WebsterSydney, NSW

Fantastic cover for my fur baby

published

So easy making a claim, my vet sends the claim through on line for me, only takes a few days to get payment into my account, would not be with out pet insurance for my dog, you just don't know what can happen,

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Claim MadeYes
Claim Resolution Time<1 week
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

2 dogs always perfect service

published

the policy is great for us. 5 to 6 days for the claim to be resolved.we have been with real insurance with 2 dogs for over 6 or 7 years. 1 of our dogs had extensive procedures done at the animal Hospital and died of cancer 4 days after the first visit cost well over $3600 they paid us 75% of this with in 24 hrs .

Value for Money
Transparency
Customer Service
Number of Pets2 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim DateJanuary 2020
Claim ApprovedYes
See all answers
2 comments
Real Insurance
Customer RelationsReal Insurance
Hira
Hira

Thank you


Fantastic Cover!

published

Claims process was simple and initiated by our vet. Process was handled efficiently by Real Pet Insurance and process banked in terms of arrangements! I was pleasantly surprised by the experience!

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateDecember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Anna

AnnaMetropolitan Adelaide, SA

Terrible experience. Had to lodge a complaint with the ombudsman due to non payment

published

The claim was lodged early December and have had to go through stress to even get a response. So disgusting ! Customer service were rude and I received 7 different responses to my request. Poor customer service

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredCat
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateNovember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance
Libby

LibbySouth East Queensland, QLD

Very happy

published

We are very happy with the policy, our vet puts in the claim for us and we get our refund back very quickly!! We have been with Real pet insurance for a few years now and will continue with this policy.....

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateNovember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Hi Libby,
What a wonderful review. I am delighted to hear the ease in which you find it to claim through your vet, and thrilled you receive your payment quickly. Thank you for your support and for sharing your experience.
Kind regards,
Sharon

Patricia

PatriciaNorth Queensland, QLD

Great. It helps us make a good choice for our loved one, Reebok.

published

I believe the cover was good value. As Reebok gets older she needs more medication. We have been with Real for 10 years and are now seeing the real value of having pet insurance. Reebok has just turned 14.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim DateDecember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Kerry

KerryPerth, WA

Would not be without Pet Insurance now. Real has been so helpful and understanding with my dog. Thank you.

published

Have an Epileptic Dog and they have been amazing, in enabling me to have MRI and ongoing medication. I am able to simply ask my vet to send the receipt through without filling out forms.

Claim MadeYes
Claim Resolution Time<1 week
Claim ApprovedYes
1 comment
Real Insurance
Customer RelationsReal Insurance

broadybob

broadybobGreater Melbourne (Outer), VIC

  • 9 reviews

Gratitude of Claims Service

published

Brilliant online claims service. It is so simple to Lodge and then to receive payment within a few days was sensational. I am an ex insurance employee. Great service indeed .

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredCat
Claim MadeYes
Claim Resolution Time<1 week
Claim DateDecember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

magpy

magpyMetropolitan Adelaide, SA

  • 2 reviews

Great Customer Service

published

Today I spoke to Rafael with regard to a claim I had submitted. Not only did she take the time to check my claim but she also rang me back to advise me she had expedited my claim and it was in the final stages of being settled. To me this was going over and beyond any service I could have expected and I would recommend this customer service officer to everyone.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim DateDecember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

RosslynJune

RosslynJuneSouth East Queensland, QLD

Brilliant always friendly and prompt payments

published

The policy was easy to set up and great value with fortnightly payments. all information given via phone.
I have lodged a claim and it was paid quickly in one week.

Value for Money
Transparency
Customer Service
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim DateNovember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Hi RosslynJune,
Thank you for taking the time to share your experience with us. I am delighted to hear of the ease in which you were able to set up your policy and that we could assist with your claims, when needed.
Kind regards,
Jessica

Casey

CaseyMetropolitan Adelaide, SA

Expensive and hard to claim.

published
Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateOctober 2019
Claim ApprovedYes
See all answers
3 comments
Real Insurance
Customer RelationsReal Insurance
Casey
Casey

I see replies on socially viewable sites receive a same day response. I am still waiting for replies to my emails from last week!

Real Insurance
Customer RelationsReal Insurance
Jody Robertson

Jody RobertsonHolt 2615, ACT

  • 2 reviews

Excellent and reliable

published

I have had this policy for about 5 years and have never had a complaint. Claims are reviewed and finalised promptly. Very happy and have just covered a second pet under the same policy

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateNovember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Best Pet Insurance

published

Real Pet Insurance was worth every cent. Claims were processed with ease. Payments were received promptly. Communication was excellent at all times. I have no complaints at all and couldnt recommend them more highly. And the sensitivity with which the loss of our pets was handled was very much appreciated. Thank you.

Value for Money
Transparency
Customer Service
Number of Pets2 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateOctober 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Debbie

DebbieSouth East Queensland, QLD

  • 2 reviews

Real Pet Insurance has been very helpful .... good service, prompt returns.

published

I've been with Real Pet Insurance since my dog was a pup... she's 8 and a half now. It as easy to get cover and set up. I've found RPI very helpful and prompt with claims. I'd highly recommend RPI.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time<1 week
Claim DateNovember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

Willro

WillroCentral West, NSW

Claims are always paid promptly within 10 days which is a lot faster than RSPCA pet insurance

published

Have found staff to be friendly and professional. No problems with the phone service. I found that my claims were always paid promptly and the service is much better than with my last insurance company.

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredCat
Claim MadeNo
See all answers
2 comments
Real Insurance
Customer RelationsReal Insurance

Hi Willro,
Thank you for taking the time to share your experience with us. I am thrilled to hear of the great service that you have received from our team and that we can assist with your claims.
Kind regards,
Jessica

Willro
Willro

Since I am a pensioner Real Pet Insurace has given me peace of mind knowing that I can always afford vet treatment for my much loved pet.


John

JohnSouth East Queensland, QLD

like all things there is only one winner

published

over the years it went from 66 to a 110 not good ? i could understand that if a lot of claims were made but i think based on my policy i cannot see it to be of value

Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time2-4 weeks
Claim DateSeptember 2019
Claim ApprovedYes
See all answers
1 comment
Real Insurance
Customer RelationsReal Insurance

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Questions & Answers

Kev

Kevasked

No pet insurance has great reviews but yours is the worst . Are you happy about this ? What are you doing to win back the customers you have lost due to your unreal actions . Are you incompertant or just uncareing ? Why and how are you still in business selling this useless insurance policy?
I pray you go down very soon and stop the Hurt and heart ache you cause the most needy in society

2 answers
Real Insurance
Benedict G.Real Insurance

Hi there, we have responded to your original post and have asked for you to provide us with your policy and contact number so we can contact you to assist you with your claim.

Kev
Kev

Once again this just shows how disconnected you are with your customer base . This is NOT an answer to my question . I have supplied you with the details you are asking for but it didnt help me or my Pet . I no longer have a policy with you and will NEVER again . You have allready KILLED my beloved pet . I am asking this to help others make an informed decision and your uncareing responce should be enough for most ?


Helen

Helenasked

please send me your email as I need to email a clients history to you.

1 answer
Real Insurance
Greenstone F.Real Insurance

Hi Helen, thanks for your enquiry. Please email real@petsure.com.au, thank you.


Gaz

Gazasked

Can a supervisor contact me,if you can?

1 answer
Real Insurance
Customer RelationsReal Insurance

Hi, Can you please private message me your policy details here: www.facebook.com/RSPCAPetInsurance and I can arrange for a Service Manager to contact you. Thank you


Get an answer from our members and Real Insurance representatives

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