Read what our customers are saying
Officer was very helpful and friendly in providing...
Trusted Customer – Rated 5 out of 5
Officer was very helpful and friendly in providing information and made it very easy to apply for the policy
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Trusted Customer – Rated 4.5 out of 5
I would rather the insurer pay directly to the vet.
Very polite and helpful.
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Excellent customer service
Alana Bruce – Rated 5 out of 5
Excellent customer service. Man I spoke to was helpful friendly and polite. Explained things clearly.
Excellent customer service. Helpful and friendly staff. Would definitely recommend Real to Family or friends.
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Trusted Customer – Rated 5 out of 5
They met our criteria.
The young lady I spoke with was very informative. All my questions were answered.
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Trusted Customer – Rated 4 out of 5
good benefits for our present needs
very sound service
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Trusted Customer – Rated 5 out of 5
Excellent
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The gentleman that i had spoken to was very helpful ,...
Trusted Customer – Rated 5 out of 5
The gentleman that I had spoken to was very helpful , and he was was very clear when he read though the policy
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Improvement on service
Julie Bridgfoot – Rated 3.5 out of 5
The actual purchase of the policy was quick and easy.
What you did well - I was able to organise the policy over the phone first time I called and the policy was emailed to me the same day, our puppies name was spelled correctly even though I didn't spell it - nice ! What you did not do well - the policy was not accurate to the details provided over the phone i.e. I advised I was a Mrs over the phone but my policy came to me as Ms, the date of birth and gender of our puppy was wrong on the policy - date of birth was 9 September not 1 September and our puppy is female not male. When I called to have the details corrected the same day I was advised they could not amend the policy the same day, it had to be the next day and that it would be emailed out to me - this was not done and so I had to call again to request the updated policy be emailed to me. What you did well - when I did call about the updated policy not being emailed to me I also checked they did update the details correctly - I was advised this had been done as well as an explanation that there is a glitch in the system and that the gender was defaulting to male and they were working on it, also advised that the actual date of birth was not recorded, only the month, so the date of birth always defaults to the first of the month. I was advised the updated policy would be emailed to me. What you did not do well - at the time of writing this I still have not received my updated policy and I called about it yesterday. This means I will be making yet another call to Real Pet Insurance and so the customer service could be improved by me receiving my updated policy within 24 hours instead of more than three days (currently still waiting so the days could end up being more) - after all, it is all computerised so why the long wait? This is the first time I have had pet insurance. Thank you :)
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Fabulous
Jacqui Mcstay – Rated 5 out of 5
The girl who took my call was friendly, efficient and helpful
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Trusted Customer – Rated 4 out of 5
it was good
it was good