Real Car Insurance

Worst insurance company ever! The smash repairers are lazy, useless and dodgy. I had to take my car back after picking it up as they didn't repair it properly. Beaver behind the bumper bar was still bent, air bag light was still on, lights in tail light replaced didn't work and hatch wasn't aligned correctly. Smash repairer fixed it all before the… Read more

assessor saw the car so they wouldn't loose the contract. Complaints team with real insurance are pointless as they only agree with what you are saying to try and give me some sort of satisfaction that they actually care about what happened. For such a minor accident that wasn't my fault real insurance made it so difficult to get the car fixed without any issues. I will never use you as an insurance company ever again.

Someone hit our car. Real insurance majorly undervalued our car and labelled in a write off so we went to the other person insurance company for a second opinion. They valued the car correctly and had it fixed. During this process, we discovered… Read more

that Real Insurance had accidentally and incorrectly deregistered our car (without paying us out), meaning we cannot pick it up from the smash repairer even though it is finally ready. They have admitted this was a big error on their part and yet no one has been able to fix it. My husband has had to call them multiple times and go through the story with them many times. It has been so frustrating. We need our car. They haven’t even provided us with a replacement car even though this is their fault and their error and is causing us a huge inconvenience. We have completely lost trust in Real Insurance. If they had made this mistake and had had been able to fix it in a timely manner without us chasing it up constantly, it would be different but as it stands (and we are STILL chasing them up), I will be contacting the insurances ombudsman this week. This accident occurred months and months ago and we are still without our car even though it is fixed (no thanks at all the Real Insurance). I would definitely not recommend Real Car Insurance in our experience. Their stuff up has cost us a significant amount to time, anxiety and money. It’s been an absolute shambles and continues. REAL have lacked transparency and honestly in the process. They have not been reasonable in their knowledge of information, communication or the time they have taken. We have contacted the AFCA.

Claimed because of recent hail. Real was so fast and efficient to deal with, everything went well and each step explained. Couldn't fault. I have been with real for about 10 years, (on and off, mostly on), they have been competitive with pricing and easy to get quotes. Great service!! Show details ·  1

Customer Service was excellent. Very helpful and willing to put in the effort to solve my issue. I'm a long time customer, with multiple vehicles and I always insure with Real Insurance. Show details ·  1

New Car Policy – Both Christian and Andrea were fantastic, one to cancel the old policy and the other to set up the new one. Service was quick, efficient, friendly and everything well explained Show details ·  1

Worst insurance in my life – Worst insurance in my life.zero customer service.dosent want to fix my car properly.always used second hand part for car part.my car had been in heavy accidents. Chassis’s has been damage But they don’t want to written off my car.waisting my time for nothing. Show details

This is a continuation of a previous review I recently wrote on Real Car Insurance. Through this website, Real reached out to me to discuss my concerns however they STILL REMAIN outstanding! Despite multiple messages to Real through this website my issue remains ignored. Real apparently has a complaints handling process - I don't know what for… Read more

given their complaints team don't actually respond to you or make any phone calls to let you know how your complaint is progressing. The other day I rang Real to follow up on my complaint and they said they couldn't help me but would escalate the matter - so what did they do, they raised another complaint! I asked them why are you raising another complaint when you completely ignored my first one to which they responded that someone would get in touch with me WHICH STILL HASN'T HAPPENED! They basically said they would raise a complaint to get rid of me off the phone when they had NO intention of actually helping me out. So now, Real has ignored my complaint on all fronts including through the message function on this very website. Additionally, I cancelled my policy due to the poor customer service from Real and they STLL HAVEN'T refunded me what I am owed! They are holding my money ransom and are actively ignoring my phone calls, emails and messages - I am owed nearly $800 which they are refusing to pay to me! People be warned, Real insurance DOES NOT have adequate customer service - it is an overseas call centre who has no idea what they are doing and they also don't have an adequate complaints handling process. If you get stuck and need anything from them you are on your own and they will refuse to help you! Stay away and stick to other insurers, unless you enjoy being ignored.

I thought initially they were better han most Car insurance companies, such as AAAMI, Woolies and all the other ones. But NO! Now they have proven to be the absolute worst. All I wanted to do was adjust my start date for car insurance. They couldn't do it. Today,I tried in vain to get through to the so-called service department. Didn't matter… Read more

what I did couldn't get through their crap menu. All they did was push my buttons. Tried for about an Hour. Got through using the new sales menu button asked to be transferred and they took me back to the carousel of hell in the menu. Contacted complaint asked to phone me back Did't,So cancelled and going to RACQ. Check before you buy. Racq were even worse. Abusive and uncooperative. Woolworths and others run by the same crap corporation HOLLARDS. Don't do it to yourself folks. These are the ones to keep away from in my opinion. Will be taking further action about that and I will comment Later. Thanks for Reading regards Kevin

So far the experience has been good the application app. Could be improved by simply increasing the font size but quite easy to navigate thank you and merry Xmas Show details ·  1

Amazing insurance company. it's been over a month, but they haven't; sorted my claim out. They don't respond to my emails i feel like i am sending emails to a black hole. After a month, when i sent my car for repairs, the assessor OR a bully i am not sure what to call him, called me up, called me a lier, and when I asked him not to call me a lier,… Read more

he hung up on me as he knows, i have no power. i am at his mercy.

unbelievable company, paid them insurance for almost a decade and now they make me face bully. I am the customer not the 3rd party. Imagine what would happen if they were going to recover money from them. I worry about the person who is on the other side. bully might even beat 3rd party up.

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… Read more

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.

Car hire cover is an option I pay for as part of the car policy. Real insurance did not take accountability to deliver the paid service and did not agree to reimburse for the unfulfilled service.

Unreal and un-reliable Insurance

Having been with real insurance since they were pay as you drive( yes a long time ) to call to see the difference in cost to my upcoming policy but upping the agreed value. , first agent after 7 mins had no idea and the call randomly dropped out, second call after 27 mins had no Idea what I was trying to do, so I eventually cancelled the policy. Shocking service , be ware ! Show details

3 strikes and you're out...and dodgy repairs – After I had three accidents, they no longer want you (one of them wasn't my fault). Yes they'll get rid of you after 3 claims, even after being loyal for more than 5 years!. I sorta get it, the old saying it's just business. Goes to show their true colours. But it was also evident they use shonky car repairs. First example, they just used 2nd… Read more

bumper to replaced mine. Second example on different occasion the repair job was dodgy that after few years only the paint started peeling off. At this point I was no longer with them but they refused to assist in claiming any warranty, let alone give me details of the repair shop.,being passed around on all of my 3 calls from team to team, each time hitting dead end, claiming they don't have my details anymore! This was barely less than 5 years after leaving!

Unprofessional call takers – I have been a Real Insurance customer for many years and have no problem with it until now with your call taker. Real Insurance should seriously rewrite their script for their call takers. I received an email advising that no payment has been received. I rang to make payment and was told I have to answer a few questions which I gladly do. I… Read more

find 2 unnecessary/annoying questions: (1) if I could confirm my account details on file; and (2) if I could authorise payment after giving my payment details. For (1), my current account details is obviously not working so I cannot confirm the details; and (2) I have just provided my account details so cannot see the logic in asking whether I authorise payment. (3) – I had to repeat my payment details at least 3 times to the call taker as she got it wrong twice. Can your loyal customer get a better service please?

Scam artists – Cancelled my car insurance as apparently I wasn't eligible to be insured under third party because I drive too many KMs a year, so I cancelled my policy, no problem (I thought) Money then continued to be direct debited from my account. Rang about this immediately, told 7-10 days I'd receive a refund. A month later, still chasing my refund. Feels… Read more

like I'm contacting them every other week to be told the same thing over and over "7-10 days and it will DEFINITELY be there" but continues to not be. Then today contacted because apparently the money bounced back when my bank has no proof of an attempted transaction from them. All details confirmed as correct. I just want my money back, money that shouldn't have been taken in the first place! I'm so frustrated and this has been ridiculous to deal with.

Securing comprehensive car insurance policy – Each time I call your company, I had to wait for at least 20 to 30 to be transferred to the person who could assist me. The waiting time could be really frustrating. There is a lot of improvement needed with your call centre. Show details

HORRIBLE COMPANY – Worst company to deal with. Can't understand or be understood by call takers. We had a NOT AT FAULT car accident. Real made us pay out the rest of our policy, over $500 which we could not afford at the time. Caused us A LOT of extra stress. DO NOT INSURE WITH THIS COMPANY! THEY ARE THIEVES!!!

NO FUSS INSURANCE – Changed to Real Insurance when my previous insurer would not give agreed value because my car was now 10 years old and their market value was an insult. Would rather pay a little more for peace of mind that if anything does happen I can either buy or repair my car for what its worth not half its value Show details ·  1

Operator was very patient, but it toook a long while to correct details – Glad that I read all the details on the first policy document sent through. Some changes needed to be made, and all was corrected and new policy emailed. Show details ·  1

fix your car only not other party (even in comprehensive) – Update: finally I got the money payment, but the the third party fence is not fixed yet. Hopefully you fix it soon, as it is unfair for them not to get it done, especially I was with real insurance for 8 years, and that was the reason I got comprehensive insurance. a third party was trying to call them to fix the fence due to my car pumping into… Read more

it, he was faced with a very long time waiting and asking me to call them because they are very unprofessional and the settlement department won't pick up the phone. so it seems I have to fix that out of my pocket.

No Documents, Non-Stop Price Rise Year on Year and Slow Customer Service – They kept on increasing the price of insurance year on year while stopped sending me the documents. The customer service didn't even apologise for this behaviour and it took me many attempts and long wait to get to talk to a real person. I am very disappointed and wouldn't recommend them to anyone.

Excellent Insurance Company 5 stars – Had a car claim and the car was written off.. it was very well handled by Real Insurance and will be signing up with them on next car purchase! Show details ·  1

Swapped 2 car insurances - couldn't be happier – I moved 2 car insurances to Real Insurance. At my previous insurer I was being charged over $115 per month for EACH vehicle Real Insurance gave me the exact same coverage for $128 FOR BOTH. Amazing service, very polite and helpful customer service. Show details ·  1

Easy to use on line – Searched around and found u to be the best price. Usually deal with com bank who go through Hollard which is you but they were to expensive this year and thought I would deal with u direct Show details ·  1

Incompetent, unprofessional and totally unreliable – I’ve had an absolute nightmare with this Real Insurance regarding a car claim in Australia. 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, Ive been put on hold for an… Read more

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, when calling up there was all laughter in background like there was a party happening. She seemed distracted and then found out later she recorded multiple errors: incorrect vehicle registration, wrong incident dates, location, and description. The claim form was then backwards and 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 all the 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.

A day later

After careful consideration, I decided to cancel my claim with the insurance company. The process had become too stressful and time-consuming. I emailed the insurance company to notify them of my decision and that I will also be notifying the ACCC as I feel the whole thing had been totally unacceptable and against Australian business regulations. I received no response. Consequently, I left an honest review of my experience online too. A few hours later, I received a message that my car had been approved and booked for repairs. I immediately called to inform them of my cancellation request. They acknowledged the request and asked why. I explained i honestly have no energy dealing with your company any more it has caused too much time waste and stress and I have lost total trust in your company also after reviewing the damage myself it appeared minor on both cars and I preferred to handle the repairs myself to avoid affecting my no-claims bonus and paying the large excess. The representative told me that my premium would still increase regardless of the cancellation because I was indeed deemed at fault. I questioned this, I asked the representative to tell me how they came to this decision and asked to tell me what was on file, he read it out and it was still incorrect, implying my car was in motion when it was actually stationary.i said how can this decision be made with incorrect information on your part and also without conducted a thorough investigation, including speaking to the other insurance company and reviewing the evidence correctly. He then proceeded to update my file, then stated that now I was no longer at fault and the other party was liable. I questioned how this would work now if the other insurance company hasn’t come to their conclusion, he said the we handle it in court for you which seemed a bit extreme. I requested written confirmation of this for my records as I’ve lost totals trust in anything these people say or do. The representative said they would need to check with their manager to do this and would call back . A different representative from another department then called, expressing regret over the situation. She seemed more concerned with my initial call where there were distractions in the background that I reported on. She acknowledged the mistakes and said they take total responsibility offering a waiving of excess and to handle the case from then on. I insisted I needed to know this asap if they will be definatky wavering as it will effect my decision to cancel the claim and could I be notified as soon as possible. I also said there also needed to be a proper investigation before I accepted any fault, and that I would not proceed with the claim until this was done.

Shortly after that call the other representative called back, informing me that I was back deemed at fault. I explained that I had just spoken with someone who was assured me of taking care if the case and doing a thorough investigation. He started to get a bit annoyed at me now. The representative's decision seemed again hasty and uninformed. I reiterated that I would not accept being at fault until a thorough review was conducted with the facts. Than after that call ended, a different representative called from another department, reiterating the same information. Saying she would take charge and sort it out and she apologised.

It appears that there is significant lack in duty of car, massive confusion and lack of coordination within the company. The inconsistent quick uninformed decisions and apparent lack care and thorough investigation have been extremely unprofessional, I thought insurance companies where supposed to have your back, do their due diligence and be able to trust especially if your not at fault which is also in their best interests. I feel there’s a major lack of duty of care with this company, they make decision with no grounds that can have a massive impact on people’s lives financially, mentally and emotionally plus ongoing effects of paying high insurance premium and a large excess and have a claim record which is extremely unfair if you where not the one at fault in the incident.

Deceptive online quote – The online quote was $1049 and it said under the price that I could save $107 by paying annually. When I tried to take up this option it was not allowed and I was charged the full amount. This is deceptive. It does not say that the discounted amount would have the $107 added if I chose the monthly option. Show details