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Premium Care, Comprehensive Care, Basic CareNicolaSouth East Queensland, QLD
Not overly happy
I feel its overpriced for our two dogs. Increased premium massively since last year. Good to pay out claims. Not great on phone when I queried the increased premium. I will probably cancel soon
2 comments
Customer RelationsGuide Dogs Pet Insurance
Hi Nicola,
Thank you for providing us with your policy details and the opportunity to look into your experience. As mentioned, I have passed your feedback on for coaching/training purposes.
Kind regards,
Jessica
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Trace C
- 2 reviews
Easy, fair, peace of mind
Easy to lodge (our vet receptionist does it for us!) and prompt payment. Doug has had a fairly healthy first 12 months of his life, but it's great to know that when little things do go wrong (like he develops a limp and needs an x-ray) we don't have to hesitate based on cost.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Trace C.
Thank you for sharing your experience with us. I am pleased to hear that you find it easy to lodge a claim through your vet and that you received you payments promptly. I hope Doug is no... Read more
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leisa.guleySouthwest, VIC
- 2 reviews
Great Service
This policy is great value, my vet lodged our claim, which was paid really quickly. If you have any queries the staff over the phone are very helpful and the bonus is that we are supporting guide dogs.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi leisa.guley,
What a wonderful review. I am delighted to hear of the great service you receive from our team and that you find lodging a claim via your vet efficient. Thank you for your support a... Read more
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complicated slow and unhappy
It seems a culture of sitting on a claim then finally send a letter in the post to say we need more information to process claim is acceptable. It's not.
No breakdown of claims when finally settled is very frustrating.
3 comments
Customer RelationsGuide Dogs Pet Insurance
Hi Warren Meyers,
I am sorry to hear about your claim experience and I would like the opportunity to have a senior team member look into this further for you. I have sent a private message requesting ... Read more
I would like to discuss this as well however Im heading OS tonight for work back second week December can we prepare a time then?
Customer RelationsGuide Dogs Pet Insurance
Hi Warren Meyers,
Thank you for your reply. I will share your feedback with the relevant team for review. Enjoy your overseas trip and when you get back, please message me with an appropriate time f... Read more
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CesiraAustralian Capital Territory
Excellent
It has been easy to lodge claims as I can do this through my vet. It would be good for vaccines to also be covered given its the biggest expense.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Cesira,
Thank you for sharing your experience with us. I am pleased to hear the ease in which you can lodge a claim through your vet. Under our Premium Care you can apply to add an optional cover... Read more
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KerryHobart, TAS
Product Review
The policy is good value and set up was easy as it occurred over the phone.
Claims are processed quite quickly once lodged.
We have been insured for nearly two years and have not had any issues.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Kerry,
Thank you for sharing your experience with us. I am pleased you find your policy to be good value and to hear that your claims are processed quickly once lodged. Thank you for your support... Read more
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RaySouth East Queensland, QLD
Worst customer service experience I ever had.
claim took so long to resolve I still cant get a definite answer.charged for my insurance 5 times even after I sent death certificate. Still waiting for claim, I had to follow up on my claim calling back and speaking to 4 different people that ever got back to me even after promising me they will .
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Ray,
I am sorry to hear about the delays with your claim and I would like the opportunity to look into this further for you. I have sent you a private message requesting some additional information to assist with this.
Kind regards,
Sharon
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Quick processing.
Super quick processing. Submitted it through the online portal and had a processed within about two days. Will definitely be recommending to other friends. Great experience and will be back
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Luke,
What a great review. We are thrilled to receive positive feedback and to hear that using the online portal was super quick and your claim processed within a couple of days. Thank you for rec... Read more
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ChrisSouth East Queensland, QLD
Went to review and buy on line but got a polite but pushy sales follow up call
Happy with the product offering and pricing compared to others, plus prefer to support Guide Dogs. Was a bit disappointed by a unrequested call after just filling in info online to get a quote, the phone call was very polite but still with pushy hard sell tactics being used.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Chris,
Thank you for bringing this to our attention. I am sorry to hear about your experience . I would like the opportunity to have a senior team member look into this further for you and I have ... Read more
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Debra
- 2 reviews
Great product
Claim was actioned fairly quick
Was very happy with the amount refunded
Policy is well worth having and good to know some of the funds are going to a good cause
However I would prefer direct debit back into my account rather than a cheque
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Debra,
Thank you for taking the time to share your experience with us, we really appreciate it. I am delighted to hear that we have been able to assist in having your claims finalised efficiently. ... Read more
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JustineRichmond-Tweed, NSW
Went to another company for a reason
Call centre representative have no idea, they dont return calls
Claims dont get done unless you continually call
Premium more than other companies for less inclusions. Not happy so went with another
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Justine,
We endeavour to provide excellent customer service and I am sorry to hear that this has not occurred on your recent contact with us. I have sent you a private message in regards to this.
Kind regards,
Jessica
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Customer service perfection
Felix was super helpful and called me back when he said he was going to, was joyful on the phone and very relatable. Amazing at his job! Well done Felix!
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Jessica,
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 Felix and I will pass your kind words onto him and his team.
Kind regards,
Jessica
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RobynPerth, WA
- 3 reviews
Easy andnon pushy
I wanted to support the guidedogs and found the switch to their insurance easy. Oz was very knowledgeable and answered any questions I had. I had reviewed them first and found the pricing very reasonable.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Robyn,
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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ShayneSouth East Queensland, QLD
Customer is pretty good and claims went through with no dramas at all. I'm happy to be a customer.
Setup of the policy was easy enough. A slight technical issue with an automated email generation post setup but this was quickly resolved with a customer service phone call.
Had no issues making a claim. It was a simple process to upload relevant documents and the claim was approved in a reasonable amount of time.
Thank you for making your service pain free and simple enough to use.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Shayne,
Thank you for taking the time to share such a wonderful review of your experience. I am delighted to hear that we were able to assist in resolving the issue efficiently and of the great ser... Read more
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JenniGreater Melbourne (Metropolitan), VIC
Not a good start
I sent in a form completed by my puppies vet regarding her knee joints to qualify for a waiver should she require joint surgery prior to having pet insurance for 6 months. I sent the form in the post within 14 days of the examination but received a letter to say the waiver form was not accepted as they received the form 5 business days after I sent it and to reapply I would need to visit the vet to complete the examination again, at my own cost. There is nothing wrong with my puppies joints BUT for a first experience with Guide Dog Pet Insurance ( Hollard underwriters) it was very disappointing how rigid they were.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Jenni,
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,
Sharon
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Haley was a great help.
Not able to provide a review of the insurance due to not using it yet. This survey is a bit odd due to receiving these questions the first day after signing up.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Adric,
Thank you for taking the time to share your thoughts. I am pleased to hear Haley was able to assist with setting up your policy.
Kind regards,
Jessica
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KarltonSydney, NSW
- 3 reviews
Good value package
Pleasant customer representative, very informative and helpful.
Presented various options for cover and explained the options.
Clarified all the questions satisfactorily. Talked about various payment options and allowed me to select the best one.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Karlton,
Thank you for taking the time to share your experience with us. I am delighted to hear of the great service that you received from our team and that you felt fully informed when choosing Guide Dogs pet insurance.
Kind regards,
Jessica
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Policy set up was a breeze, proof is in the pudding when making a claim.
As a newby to pet insurance setting up a policy was easy, the call centre assistant was able to explain the policy in laymen's terms. I felt the premiums were very competitive.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Andy Duffield K.,
Welcome to the Guide Dogs family. I am thrilled to hear the ease in which you were able to set up this policy and that our representative took the time to explain the policy deta... Read more
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MargitMetropolitan Adelaide, SA
Easy process
The policy covered what I need for my dog being over 9 years old.
It was very easy to set up the policy on line.
A hassle free and easy, efficient process.
.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Margit,
Welcome to the Guide Dogs family. I am delighted to hear of the ease in which you were able to set up this policy online and that we were able to provide you suitable cover for your 9-year... Read more
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Catherine HenschkeMetropolitan Adelaide, SA
- 3 reviews
Hopefully funds go to a worthy cause such as the Guide Dogs
The policy appears good value for money, to the point whereby I have also transferred my other dog over as this policy offers better value and gives discount for adding an additional pet.
1 comment
Customer RelationsGuide Dogs Pet Insurance
Hi Catherine,
Thank you for taking the time to share your experience with us. I am pleased to hear that we can provide you with an affordable option that is suitable to you and your pets needs.
Kind regards,
Jessica
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Questions & Answers
Samantha M.asked
Hi
I am just wondering if Guide dogs pet insurance cover for Common Breed/ health issues like:
Anaemia, Spinal Disease,Cranial cruciate ligament (CCL), Cranial cruciate ligament (CCL), Ingestion of foreign body and After hour consultation.
Sam
1 answer
Customer RelationsGuide Dogs Pet Insurance
Hi Sam,
Thank you for reaching out to us with your query. Our website contains a breakdown as to what is covered within our plans and what is excluded; https://www.guidedogsinsurance.org.au/dog-insurance. Included within this breakdown, we do cover after-hours emergency visits and cruciate ligament conditions after a 6 month waiting period, which may be waived on application. If you would like to discuss further, I can arrange for one of our team members to reach out to assist. I have sent you a private message to obtain contact details.
Kind regards,
Jessica
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Customer RelationsGuide Dogs Pet Insurance
Hi Nicola,
message to obtain further information so that we can investigate. Kind regards, JessicaI am sorry to hear that you are considering cancelling your policy. I would appreciate the opportunity to share your feedback with the relevant teams. To do this, I have sent you a private ... Read more