Real Insurance Avis 

After being insured with Real home and contents insurance for 20 plus years we finally made a claim for spoied food as our freezer died. So Real insurance response was to put up our premium by 38%. We claimed $400 and we were penalised by $660 per annum. So if you are insured with Real home and contents insurance, then don't make a claim as it is obviously discouraged and penalised accordingly.

Un-real experience with real insurance
I have a rental car as part of the policy, which was booked and confirmed, as well as the repair. I received confirmation on the bookings and was shocked to realise, upon picking up the rental car on Thursday late afternoon, that the "real" insurance company cancelled my rental booking (and will return my call on Monday). It's sad to realise how low a "premium" and well-paid service can get. How low can staff delivering this service get to and is truly concerning that humans in Australia are paid to deliver such a devastating outcome for others

Admittedly I was behind in 1 monthly payment of just over $230 for my Family Life cover. The amount of times these guys call you (and usually don't leave a message) is unbelievable. You'd think that you owed them millions and were about to skip the country the way they harass you. Very predatory and aggressive. Will be looking elsewhere now.

I cannot complain about general staff who dealt with me.

My issue is I took out Family Life cover in 2009 for $200,000 cover on a premium of $175.00 per fortnight at age 56. This company has move the fortnightly premium to $505 a fortnight as at January 2924. This has forced me to surrender the policy after paying almost $95,000. Under the deceptive policy wording there is no residual value at all.

My review with the company outlined that my premium would have reached $810 by 80 years with who knows what cost by 99 years of age when you stop payments or die.

The policy is not life insurance but an annual review policy where the companies actuary sets a value each year. So be careful on the policy you take out to avoid being ripped off.

I received correspondence today from REAL Insurance stating I was owed a refund. I rang The Real Insurance Team to seek clarification on the information on this letter.
There was non disclosure from the start of the conversation until I requested a response from the person for the amount that was refundable.
No such luck. The person wanted to know details that were extremely suspicious. The person finally asked for "banking details"!!!!! It was at this stage I forced the issue of the refund. She finally submitted, and volunteered the sad sum of $5 to be refunded after interest was deducted. I did give her emails and phone numbers as it turned out, butI am relieved I didn't volunteer my banking details.
I will be writing to REAL Isnsurance to find out the legitamacy of this correspondence.
REALly???????

I’ve had an absolute nightmare with this company. The customer service is the worst I’ve ever encountered, leading to significant stress and wasted time. Initially, as a new member, I was promptly connected to an Australian customer service agent. However, after filing a claim, I was put on hold for an eternity and eventually connected to an Indian customer service team that seemed indifferent to my situation. They would cut me off after long waits, forcing me to hang up in frustration.
I submitted a claim on August 2, 2024, but the customer service team recorded multiple errors: incorrect vehicle registration, wrong incident dates, location, and description. The claim form was confusing, requiring me to spend half a day figuring out how to complete it. After emailing the form, I struggled to confirm receipt and ended up submitting the claim online, only to find more mistakes. Despite repeated calls and long wait times, my issues were not resolved. I was transferred to different departments, had calls cut off, and faced numerous technical issues with their online portal.

After three days of exhausting effort and emotional distress, the details on the online portal remain incorrect, and I am struggling to access or contact the company effectively. I find their service unacceptable and potentially non-compliant with Australian business standards. The entire experience has been extremely frustrating and has severely eroded my trust in the company.

For anyone considering using this company, I strongly advise against it. The hassle and stress are simply not worth it.

The agent who looked after me (Paul) was excellent. Responsive and professional. The approval process was straight forward. RealInsurance arranged for my cracked frame to be repaired. Having my bike stripped and couriered to a specialist carbon repairer.

If I could give a a zero I would. Our mother passed away on new years eve and paid Real Insurance for 10 years and due to her dementia she was put in a nursing home and was not contactable during this time. When she passed away we called Real and said her policy didn't exist, her card expired so payments stopped.You stated you tried to contact her three times ...what do u do when older people go into nursing homes sick and with dementia???? Do you have a plan in place? Do you try and see where they are as they are clearly not dead or the family would make a claim. You people are disgusting and she basically paid you for ten years for absolutely no reason. NO REASON AT ALL!!!! Our mum tried to do the right thing for her family and you profited from her money and have absolutely no regard for her policy. You did not even give $1 towards her funeral. NOT ONE SINGLE CENT!!! You should be utterly disgusted in yourselves when grieving families call and get a sorry we are going to keep your mums money and you get nothing!!! How is that ok with you??????? It's hard enough for our family losing our mother you just made it so much harder as our poor mum didn't want us to worry!!! Get a new system in place ....who was her Next of Kin....DO BETTER!!!!! ABSOLUTELY DISGUSTING

A bot does their ads, never ages as time goes by and the commercials just poison my ears and airways. Go away! The ads are repetitive and ridiculously unreal!

I've used real insurance for many years to insure my car which has worked well from a cost perspective as we rarely use our car and are on a limited km per year plan.

My wife recently had a flat tyre after driving over something spiky while driving on the Eastern freeway with our young daughter in the back seat. She pulled up a km or so down the road where it was safe to get herself and my young daughter out of the vehicle.

My wife decided to use our insurance policy to get the tyre and Rim replaced rather than going to our usual mechanic.
Real insurance called me saying that the damage was $9000 and that they would be writing the car off 'as that is the contract' as our car was only insured to $7000.

I asked for the quote details and they sent me thru photos of pre-existing cosmetic scratches and dings the car had had, along with the tyre and rim damage.

Real insurance asked me if I would like to obtain a second quote, to which I responded 'yes please'. When I chased them down next to see where the second quote was, I found out that they had sent my car to an auction yard 50km from my home and were in the process of selling it, along with all of my possessions!

I sent them an email asking them to return my car or I would go to the police and lodge a theft of vehicle report.

I finally had them return the car to my mechanic who will fix the car for around a quarter of the real insurance quote.

This has been a really stressful time for me, as we have been without a car for 3 weeks which we need to transport my daughter to kinder, and due to the cost of living were going to be 10-15k out of pocket to replace our car, which only has done 137k and has another 10 years of good service ahead.

It seems like Real Insurance have some predatory systems and processes in play that I will be looming into. Until I had to process a claim I had been a huge advocate for this business,as their pricing model seemed to be really innovative and listening to my low kilometre needs.

In essence, I felt like that I had been thrown into a game of corporate grand theft auto, that I feel lucky to have salvaged my car from.
In summary, great product unless you ever need to claim.

Was asked if I was diabetic
Then asked if my sugar was normal, um no as I am diabetic.
Was then advised I am not eligible for cover based on this and offered a funeral package.

I have full car insurance with real insurance. My car is damaged by 3rrd party fault but they still didn't fix my car.
It is more than 2 months.
My car market value $14,000 but they want to pay me less than $7000 .But I have different lowest prices quotes to repair/fix, it costs less than $4000.
They are very ignorant.

Disgusting Customer Service
Am an existing customer and been trying to pay for an excess to get my car fixed. I must have made a total of 5 calls and waited for over 2 hours for someone to answer the phone .
There is an option of paying directly to a bank account but I prefer to speak to a real person as I had problems before.
Finally got to someone in the "general" motor insurance side who was also unable to make contact with the "claims" department also.
Asked if I could speak to a manager and was told that this generally was not possible and could take up to 24 hrs.
The only option that she offered was the same number that I had been trying to call.

Totally inadequate and unprofessional with no customer service focus

I had damage on an aluminum frame that use for DH and Enduro racing. It was a crease. The agent Louwrens was so helpful in a frustrating time where I had more issue with the original bike industry rep obtaining a statement, so they worked around that and went over and above. Spoke to importer and my second bike build rep and sorted it all, arranged for payment and to secure new frame plus costs to swap components, brake cables cut etc. Thanks guys. 3 bikes insured for around 10 years, will still be for SURE!

USELESS - staff based in South Africa - lie and could not care less. STAY AWAY, DO NOT USE THIS COMPANY

Called to buy insurance and the guy on the other end didn't sound very interested at all.Was not very helpful and almost sounded like I was disturbing him by calling him.Will never get insurance from these guys not sure if the staff that work here really want to be there.NO customer service what so ever

Happy to take your money each month but make it impossible to get your claim addressed. (I paid for premium Home & Contents Cover) Never made a Claim in my life before and this is how I am treated
Lodged a Claim in February 2021 and it is still not settled / complete
They do not respond to emails, they are in breach of the "Code of Conduct" of which they are a member
I have an ongoing Complaint with AFCA because of their breaches
They must pay People on the "Feefo" Platform to write positive reviews.
They are deceptive, evasive and encourage unconscionable business practices.
Do NOT Buy Policies from this Parent organization: The Hollard Insurance Company Ltd or any of these their Subsidiary Companies:
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ATL Insurance Group
Australia Post
Australian Seniors
BizCover
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BUPA
Club 4X4
FastCover
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HCF
HIF
Huddle
Insurelink
Insuret
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ListSure
MiPet
PetBarn Insurance
Pet Insurance Australia
Petinsurance.com.au
Petmed
Petsecure
Petsure
PrimePet Insurance
Prosure
Real Insurance
RiskInsure
RSPCA
St George Underwriting Agency
Velocity
Velosure
Woolworths