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RobynSouth East Queensland, QLD
Great phone service, helpful with my questions
Easy to set up, we are new to your company.
Charlie was very good at explaining the details of the policy.
Like the fact that the policy is in action from the phone call.
1 comment
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Andrew
- 2 reviews
Some teething issues, but resolved quickly once contacted.
I didn't originally receive my welcome pack details, but after contacting them a few weeks later they sorted the issue with little fuss. Would have been better if they validated that I had received it in the first place - but no issues now.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Andrew,
Thank you for taking the time to share your experience with us and I am sorry for the delay in receiving your welcome pack. However, I am pleased to hear that our team were able to have this quickly resolved for you.
Kind regards,
Jessica
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Fantastic service!
Policy was throughly explain by Irene, who was extremely patient and helpful. The price is very good for the cover provided. Peace of mind immediately as the policy was action on the phone and emailed!
3 comments
Customer RelationsGuide Dogs Pet Insurance
Hi Bernie,
I'm delighted to hear that our helpful team member, Irene, was able to arrange an affordable policy for you and leave you feeling fully informed when choosing cover for your pets. Thank you... Read more
for sharing your experience with us. Kind regards, Alisa
Could you please ensure Irene gets this feedback. She was very professional, patient and a pleasure to deal with.
Customer RelationsGuide Dogs Pet Insurance
Hi Bernie,
Thanks again for your kind words, these have been passed on to Irene.
Kind regards,
Alisa
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Easy great cover and simple process
I feel the cover is great value and very good compared to others in the market. Also was good that their team members called and talked me through the options.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Nives,
Thank you for taking the time to share your experience with us. I am delighted to hear of the great service that you have received from our team and of the ease in which you were able to set up your policy.
Kind regards,
Jessica
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Dawn TNorthern Region, NSW
Best value for money
Was very easy to get a quote and policy looks like great value for money. I haven't used my policy yet but it will be peace of mind knowing I have it when I need it.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Dawn,
It's great to hear we have been able to provide you an affordable policy that suits your needs and setting up your cover was met with ease. Thank you for sharing your experience with us, we really appreciate it.
Kind regards,
Alisa
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Very good phone service. Thanks
Only just started policy but customer service has been good so far, given I was comparing various policies on the internet. Prompt email just arrive as well to confirm terms and purchase etc
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Murray,
Thank you for taking the time to share your experience with us. I am delighted to hear of the great service that you have received from our team and that we can provide you with cover that is suitable to your needs.
Kind regards,
Jessica
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NikolettSouth East Queensland, QLD
Friendly service and very easily understood the representative
Easy to set up,I think it’s good value but I have only just got it so haven’t tried to make a claim yet. I like the fact I can use any vet.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Nikolett,
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 of the great service that you have received from our team.
Kind regards,
Jessica
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SvSMetropolitan Adelaide, SA
Portal never works but excellent cover
I have had this policy since my puppy was 8 weeks old. I have lodged a few claims and am very happy with how supportive and efficient you have been. Wish I would never have to use pet insurance but turns out we needed it. The portal is very slow and doesn't work very well. And I wish you wouldn't post anything to me - email is fine. However the cover itself can't be faulted. Thank you for supporting me, my family and my little dog during an unexpected tough time.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi SvS,
Thank you for your lovely review, I'm glad to hear we have been able to assist you and your puppy during the times of need and you have found value in your policy. Thank you for taking the tim... Read more
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MindyPerth, WA
Great services
Good follow up. Explanation of the service included in the offer was very helpful as well. Hopefully the claim will be as seamless in the future when I need to use it!
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Mindy,
I'm delighted to hear of the great service you have received and that the benefits of the cover have been explained to help you choose a cover that suits you and your dog's needs. Thank you ... Read more
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NishGreater Melbourne (Outer), VIC
Terrible. Misleading information
They have given a competitive quote than the RSPCA and I choose to have a comprehensive care policy for our Rottweiler puppy. After two weeks time I logged in the portal and noticed it shows my puppy is a german shepherd. I rang customer service to clarify that and they have changed it. However they said they have to increase the premium because if the puppy is a Rottweiler the premium is higher than the german shepherd. The premium was higher than the quote I received from RSPCA. As I have already canceled the RSPCA I had no choice but to stay...Read more
with Guide dogs anyway. However I request a internal investigation of call recordings because I wanted to make sure that I have clearly mentioned the breed of the puppy. after few days they came back to me and said yes you have mentioned the breed correctly. Somehow our system has set him as a german shepherd. What I believe the consultant wanted to beat the RSPCA quote and gave me a quote with a wrong breed and mislead me with the premium. Our puppy was sick in January and when we taken him to the vet, Vet assumed that the puppy has swallowed something because she can feel something in his tummy and suggest to have an ultra sound. As soon as heard it I rang the insurance to see whether it can be claimed back or not. They said yes I can claim it. So with the peace of mind I did the ultra sound and lodged a claim. yesterday I rang them for a follow up the and got to know the claim has been rejected. There was no communication about the rejection. I have told them I will cancel the policy from the next minute as I can't trust them any more because this is the second time they gave me misleading information and instruction. However they said as I have been paid $50 for another claim(Vaccination) I will not able to cancel the policy until it's expires. Then I told them I will call the ombudsman and consumer affairs for this as I have proof to show how they mislead me on both occasions. Then the consultant came up with a suggestion for me to pay back the $50 received from the other claim to cancel the policy. I told them I'm more than happy to pay that $50 back to them and for any reason I don't want to continue this policy as I can't trust them anymore. again I told them I will write a review about this. Finally they said they will not charge me $50 because of the inconvenience I had with them. However, I thought to write this review as help for people to rethink before they sign up with this unrealible company.1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Nish,
I am sorry to hear that you have not had the best experience with us when setting up your policy and with your claim as this is not the level of service we pride ourselves on delivering. We ... Read more
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Tracey RehbergCentral Queensland, QLD
- 2 reviews
Fantastic
Value for money for the every day consumer. Our policy was very easy to set up over the phone with the consultant who was very informative & very friendly. Great product knowledge with easy to understand guidelines
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Tracey,
Thank you for your wonderful review on your experience and the value you have found in your policy. It's fantastic to hear our friendly team member was able to provide the information need... Read more
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AmyPerth, WA
Frustrating and about to give up
June 2022 we adopted our dog, needed to have him fixed as part of the adoption contract, continuously need to provide vet history, emailed it twice, had to call again.
2 comments
Customer RelationsGuide Dogs Pet Insurance
Hi Amy,
I am sorry to hear of your recent claiming experience. We would appreciate the opportunity to look into this for you and have sent a private message to obtain further information.
Kind regards,
Jessica
Customer RelationsGuide Dogs Pet Insurance
Hi Amy,
Thank you for providing us with the opportunity to look into your experience. I understand that a member of our team has been in contact to assist in finalising your claim. If you have any fur... Read more
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DarylCentral Highlands and Goldfields, VIC
- 2 reviews
Not sure if it’s worth it
Most things we tried to claim are not covered and every time we tried, we were asked numerous times for full medical history from the vet, even though we had given it to them.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Daryl,
We’re sorry to hear about your recent claiming experience. I have sent you a private message as we would like to look into this further.
Kind regards,
Jessica
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Terry PattonPerth, WA
- 3 reviews
This is very very good
I don’t remember but not long. It was delayed due to required information from previous two vets. I have been with this insurer since middle of last year. The policy cost is comparable to other insurers but so much easier to deal with than my previous insurer.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Terry,
We are delighted to receive positive feedback and are very happy that we could assist with your claim. Thank you for your continued loyalty and support, we really appreciate it.
Kind regards,
Alisa
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VanessaPerth, WA
Would not recommend
I am very unhappy with Guide Dogs Pet Insurance. We have made several claims that should be covered by our policy and haven't seen a cent yet. We have been in contact with team members several times and have heard a lot of promises that money will be transferred but it never happens, instead they send bundles of paperwork out instead of writing emails which would be more effective and environmentally friendly. We are looking for another pet insurance. Would not recommend.
2 comments
Customer RelationsGuide Dogs Pet Insurance
Hi Vanessa,
Keeping an open dialogue with our customers is how we improve our service, so thank you for taking the time to leave us a review. I have sent you a private message to obtain further inform... Read more
Customer RelationsGuide Dogs Pet Insurance
Hi Vanessa,
Thank you for providing us with the opportunity to look into your experience and to discuss this with you. I understand that one of our team have confirmed the outcome of your claim and is... Read more
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RhiannonGreater Melbourne (Metropolitan), VIC
Excellent Cover and Awesome Customer Service
Had a great experience with Guide Dogs Pet Insurance. Claim was dealt with promptly and funds processed very quickly. Very happy customer and happy i went with Guide Dogs for my pet insurance.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Rhiannon,
It is a pleasure to hear that we have been able to assist with your claim and of the great service that you have received from our team. Thank you for taking the time to share your experi... Read more
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dodgy insurance
very easy to set up. i do not believe it is good value, they are trying to get out of paying a legitimate claim. I am not happy and i will be changing insurers in the near future.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Bree,
I am sorry to hear about your experience. I would like the opportunity to look into this further for you and I have sent you a private message requesting some additional information.
Kind regards,
Jessica
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Kelly CrPeel, WA
- 2 reviews
Easy Peasy Lemon Squeasy
From the first helpful phone call to the refund, the process was extremely easy. After the the claim was submitted an email was received thus knowing that everything was in process. Then....voila... money back and all was settled.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Kelly Cr,
What a heart-warming review. I am thrilled to hear that from your first phone call to making a claim, you have found the process easy and our service efficient. Thank you for sharing yo... Read more
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NicolaPerth, WA
Great cover and customer service
Super easy to set up and make a claim and good value for money. It took roughly two weeks from making a claim to having the money being reimbursed and updates were easy to get.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Nicola,
What a wonderful review. I am delighted to hear of the great service you receive when making a claim and that you appreciate the ease of getting updates and the timely reimbursement. Than... Read more
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Sandra
- 2 reviews
Very disappointed with extremely poor claims process
My policy was very easy to set up but I do not believe it is good value.
My policy commenced in June 2022 and I lodged a claim in September 2022, it is now the end of December and it still has not been settled. I am continually being asked to provide more and more documents which I consider to be a stalling strategy.
2 comments
Customer RelationsGuide Dogs Pet Insurance
Hi Sandra,
I am sorry to hear about your claim experience . I would like the opportunity to have a senior team member look into this further for you and I have sent you a private message requesting some additional information.
Kind regards,
Sharon
Customer RelationsGuide Dogs Pet Insurance
Hi Sandra,
Thank you for providing us the opportunity to look into your experience. I understand that a senior team member has contacted you about your claim and this has now been resolved.
Kind regards,
Sharon
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Customer RelationsGuide Dogs Pet Insurance
Hi Robyn,
er. Thank you for taking the time to share your experience with us. Kind regards, AlisaIt's great to hear of the service that you received from our helpful team member, Charlie, who was able to set your policy up with ease and leave you feeling fully informed of your pets' cov... Read more