Read what our customers are saying
The representatives that returned my calls while...
Trusted Customer – Rated 4.5 out of 5
Having not had Pet Insurance before I had to be led and have it explained as they did very well and clearly thus giving me reassurance to what I needed.
The representatives that returned my calls while waiting the time for me to get the information that was required was very assuring and led to my confidence in what they were about.
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Improvement on service
Trusted Customer – 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
Trusted Customer – Rated 5 out of 5
The girl who took my call was friendly, efficient and helpful
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Trusted Customer – Rated 5 out of 5
Just the service and they explain all the rates and other things you need to know
The service was excellent
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My service feedback with real insurance
Trusted Customer – Rated 5 out of 5
Benefits my dogs
Helpful, great customer service
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My service feedback with real insurance
Trusted Customer – Rated 5 out of 5
Pleasant phone manners
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My service feedback with real insurance
Trusted Customer – Rated 5 out of 5
James had a lovely manner
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My service feedback with real insurance
Trusted Customer – Rated 4 out of 5
Good to know the cooling off period.
Very thorough and helpful
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Excellent
Trusted Customer – Rated 5 out of 5
The consultant was lovely. Felt sorry for her having to read the policy statement before signing me up, that was a mouthful and can just be sent in email
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My service feedback with real insurance
Trusted Customer – Rated 5 out of 5
Very happy will be looking at car insurance also if you have it