What is Real Pet Insurance

Real Pet Insurance is a pet cover product offered through Real Insurance and arranged and administered by PetSure, underwritten by Hollard. The product has three main cover levels: Premium (covers up to 80% of eligible vet bills), Standard (up to 75%) and Classic (up to 60%), with an overall annual benefit limit commonly shown as A$12,000 for most illness and accident plans and an alternative accidental-only option with a typical benefit limit of A$8,000. The PDS also notes sub-limits for some items and an optional Routine Care benefit (small annual contribution limit). These design details matter for cancellation outcomes because refund calculations, ongoing obligations and post-cancellation claim windows refer back to your chosen cover level and any applied sub-limits.

How cancellations typically work for Real Pet Insurance

The policy booklet lays out core mechanics you should know before acting: a 30-day cooling-off period from commencement or renewal where a full refund (less unrecoverable taxes/costs) may be available if no claim has been made, automatic annual renewal notices at least 14 days before expiry, and general cancellation provisions that explain how refunds are calculated for annual versus instalment payers. The PDS also explains that a cancellation becomes effective once Real provides confirmation and that, where the insurer cancels a policy, residual premiums will be refunded within a specified timeframe subject to deductions.

Customer experiences with cancellation

What users report

Public reviews show a mix of straightforward refunds and frustration. Several long-term policyholders praise fast claim payments and helpful service staff, yet a portion of reviewers report difficulty getting early cancellations processed or being told to remain on cover until the policy period ends. Other feedback highlights premium increases at renewal as the primary driver for cancellation requests. Quotations from review platforms illustrate both ends of experience: positive comments about quick claims payment, and negative reports that cancellation was constrained until the end of the policy term.

Recurring issues and practical takeaways

Users who encounter friction often share practical tips: verify whether you are within the 30-day cooling-off window, check whether you have made any claims during that window, confirm whether your policy is annual or instalment-based (which affects retained premium), and expect automatic renewal notices before your renewal date. Multiple reviewers specifically mention that premium rises and unclear renewal terms were the reason they decided to cancel. These patterns suggest you should focus on timing and the exact wording in your certificate and policy booklet to avoid avoidable hold-ups.

Key contractual terms to check before you start

Every policyholder’s outcome depends on a few policy-specific items: the commencement date and renewal date, whether the policy was paid annually or by instalments, whether any claim was lodged in the cooling-off period, and whether any optional benefits (for example Routine Care) are active. The PDS explicitly ties refund calculations to the period already covered by premium payments and to any taxes the insurer cannot recover.

What to expect about refunds and proration

If you are on an annual premium the insurer will generally retain the portion of premium that relates to the period you were insured and refund the remainder. If you pay by instalments, unpaid instalments and the insurer’s non-payment procedures can affect the outcome. The PDS also explains the cooling-off refund mechanics and that certain statutory taxes or duties may not be refundable. These specifics are applied differently depending on your plan level and payment frequency.

Billing cycles, automatic renewal and timing

Automatic renewal is the default for Real Pet Insurance; renewal notices are issued at least 14 days prior to the policy expiry and set out the premium and renewal terms. If you intend to stop renewal you should prioritise verifying the renewal notice date and the effective renewal date in your Certificate of Insurance because those dates determine whether the 30-day cooling-off period applies and how premiums are apportioned.

Cooling-off period and claim interactions

The PDS provides a 30-day cooling-off period that applies from either the policy commencement date or a renewal date. If you cancel within that window and have not made a claim, the insurer will refund premiums received since commencement or renewal, subject to any unrecoverable costs and non-refundable taxes. If you have made a claim during that period, refunds and entitlement will be calculated under the cancellation provisions and may be reduced.

Common disputes, chargebacks and escalation

If a refund or cancellation outcome is disputed, industry practice is to follow the insurer’s internal complaints process first and then escalate to AFCA if the internal resolution is unsatisfactory. Evidence that strengthens a dispute includes clear policy wording, the Certificate of Insurance dates, payment receipts showing instalment or annual payments, and documented correspondence about renewal offers. Public reviewers who escalated unresolved issues often referenced formal complaints as a next step.

Documentation checklist

Certificate of Insurance: check commencement and renewal dates and stated cover level.
Policy booklet / PDS: verify cooling-off terms, cancellation clause and refund calculation rules.
Payment records: proof of annual payment or instalment schedule and dates.
Claim history: records of any claims lodged within the past 30 days or active claims.
Renewal notice: the most recent renewal communication showing premium and renewal date.
Proof of identity: documents that tie you to the policyholder name on the policy (policy may require ID for processing).

Checklist of practical actions before you act

First: confirm whether your policy is within the 30-day cooling-off window and whether any claim has been made in that period.
Next: check whether your premium is annual or instalment-based to understand how refunds or retained amounts are calculated.
Additionally: review your Certificate of Insurance and recent renewal notice for effective dates and sub-limits that affect claim eligibility after cancellation.
Most importantly: collect the documentation items in the checklist above before you request cancellation or lodge a dispute.

Common pitfalls and mistakes to avoid

Assuming instant refunds: refunds depend on payment frequency and the insurer’s calculation method; they are not always immediate.
Overlooking a claim: lodging a claim during the cooling-off period can materially change refund entitlement.
Ignoring renewal timing: acting after an automatic renewal notice is issued may change your eligible refund or require a different approach.
Missing sub-limits: some plans apply condition-specific annual limits (for example a Classic plan condition limit of A$2,000), which matter when you assess the financial benefit of continuing cover versus cancelling.

Plan	Benefit percentage	Annual benefit limit	Price (A$)
Premium accident & illness	Up to 80%	A$12,000	Varies by pet, age and postcode
Standard accident & illness	Up to 75%	A$12,000	Varies by pet, age and postcode
Classic accident & illness	Up to 60%	A$12,000 (note: A$2,000 annual condition limit may apply)	Varies by pet, age and postcode

Plan features comparison and quick reference

Feature	Premium	Standard	Classic
Routine care option	Optional (small annual contribution)	Not typical	Not typical
Entry age	Up to 9 years	Up to 9 years	Up to 16 years
No fixed excess	Yes	Yes	Yes

How refunds and payout timing are described

The policy booklet specifies that when the insurer cancels a policy they will refund the residual premium for the unexpired period no later than a stated number of business days, subject to deductions for taxes and other recoverable items. For cancellations initiated by the policyholder, the insurer will calculate the retained portion of premium relating to the period already covered and refund the remainder; instalment arrears and unpaid amounts can affect that calculation. These precise timings and calculations are set out in the PDS and policy terms.

Disputes, complaints and escalation paths

If you disagree with a cancellation or refund outcome, first follow the insurer’s complaints process described in the policy booklet and FSG. If the insurer does not resolve the issue to your satisfaction within the timeframes provided, the Australian Financial Complaints Authority (AFCA) is the external dispute resolution body commonly referenced by insurers; the PDS points to this escalation path. Well-documented, dated evidence improves an escalation outcome.

What users say about timing and outcomes

Reviewers who had smooth cancellations or refunds often noted clear correspondence and prompt confirmation; reviewers who had problems reported mismatched expectations about retained premium and difficulties aligning cancellation timing with renewal cycles. These comments are consistent across multiple review listings and are useful for anticipating likely issues.

Address

Address: Locked Bag 9021, Castle Hill NSW 1765

Practical dispute evidence to gather

Policy certificate: screenshot or copy showing effective and renewal dates.
Payment receipts: bank statements or receipts showing amounts and dates.
Renewal notice: copy of the renewal offer and quoted premium.
Claim receipts: itemised invoices if you submitted a claim that intersects the cooling-off period.
Written notes: date-stamped notes of any calls or interactions, including names and reference numbers if provided by the insurer during interactions.

Best-practice tips from cancellation veterans

First, line up your documentation and confirm whether you are within the cooling-off window. Next, understand how your payment frequency affects retained premium. Additionally, watch the renewal notice timeline closely because the window for changes and refund entitlement often closes around renewal. Keep dated records of everything and be prepared to reference specific PDS clauses and your certificate dates when disputing outcomes. Real user feedback consistently points to timing and documentation as the decisive factors in getting the expected refund.

What to Do After Cancelling Real Pet Insurance

After your cancellation is confirmed, immediately check your bank or payment history for any refunded amounts and reconcile them with the insurer’s refund calculation in the PDS. Keep a copy of the insurer’s confirmation, the refund calculation (if provided), and any correspondence for at least 24 months as evidence should a later dispute arise. If you plan to replace cover, compare alternative plans carefully for benefit percentages, annual limits and age restrictions to avoid gaps in cover or repeat administrative issues.

Pets