RACQ Opiniões 154

First incident in 12 years. Comprehensive motor insurance. Silver member. Excellent communication and fairness. We were able to keep the hire car for as long as we needed, up to three weeks, which was most useful. Only one person at RACQ was a bit rude and very unhelpful. The other people I spoke to were more than helpful, kind and understanding. Would definitely recommend.

Raised my home insurance from 3.5k to 11.5k in1 years renewal with no claims over the last 7 years,found a better policy with well known insurer for 3.4k
racq you are greedy

Trying to get our claim processed - every operator tells you a different story. Multiple promises of calls back that never happen. Will not be insuring with them again, awful customer service.

My engine blew up on hale st in peak hour traffic blocking two lanes and they said for a emergency tow truck was going to cost me $1200 to get my car towed to a mechanic what is unbelievable and they also took 2 hours to come and collect my car.

I called RACQ Road service today for a flat tyre. Via their amazing app I just answered a few questions & within half an hour it was on the road again. I was able to view the service vehicle via the app, with a very accurate time of arrival. BRILLIANT!

🚨 URGENT: To All RACQ Members - A Grave Warning About Life-Threatening Incompetence 🚨

Please take a moment to read this critical account. What we initially thought was a minor car issue escalated to a dangerous level, putting my wife and children at grave risk— all because of false advice and an appalling lack of accountability from an RACQ technician.

🗓️ Timeline:

19/09/2023, Cairns: My wife, upon arriving in Cairns from Townsville, noticed a concerning rattling noise in our car (Registration 563WEA). She contacted RACQ seeking expert advice.

Cairns Technician: Inexplicably concluded the issue was the Harmonic Balancer, and dismissed two fault codes as unrelated. Assured Sandra that it was safe to drive both locally in Cairns and the longer journey back to Townsville.

20/09/2023, En Route to Innisfail: The car not only rattled but began stalling at high speeds, making it perilously unsafe. This was a direct result of the misleading advice from Cairns.

Innisfail Technician: Expressed shock at the reckless advice given by the Cairns technician, affirming that it was entirely inappropriate.

Innisfail Mechanic: Made it clear that the engine was beyond repair due to the preceding incorrect advice.

Stranded: My Wife and 3 boys were left stranded for 9 excruciating hours until a friend could rescue her and the car.

Townsville Technician: Contrary to the Cairns diagnosis, stated the issue was not related to the Harmonic Balancer at all and advised the car should no be driven

❗ The Severity of the Situation:

This isn't just about a faulty car; this is about the very safety of my family. Had they been in a different setting when the car failed, the consequences could have been fatal.

The Cairns technician's false advice has inflicted severe financial stress on us, as we now have to replace an entire engine.

🛑 Lack of Accountability:
Astonishingly, RACQ denies any wrongdoing and falsely claims the Cairns technician never provided the dangerous advice. This is not only dishonest but suggests an active attempt to cover up a life-threatening error.

🔵 Next Steps:
Our immediate demand is for RACQ to acknowledge their severe missteps, make organisational changes to prevent this from happening again, and rectify our situation. We urge everyone to exercise extreme caution when dealing with RACQ. Their credibility is severely compromised, and your safety may be at risk.
Please share this post widely; nobody should have to endure what we've gone through.

#RACQ #RoadSafety #FamilySafety #Accountability #GrossNegligence

PLEASE, for your own sake, forget about RACQ's old reputation as a company you could trust in a breakdown situation.

You cannot rely on them to help you or your loved ones if you get stuck by the side of the road. You might be OK with a completely generic, suburban callout for petrol, but if they can find any way to wriggle out of their obligations they will.

I say that as someone who grew up considering RACQ an Australian institution. My parents were always with them, and I've always been with them. So it's an empty feeling to have them let me down completely.
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My mother had Roadside Assistance, and so did I - for different vehicles.
Then, when I sold my vehicle and began using my parents' because I became their carer and they were no longer able to drive, I let my Roadside lapse - because Mom's was covering their vehicle and she had Ultimate, so all drivers of their vehicle were covered.

When my parents later bought another vehicle, I updated the vehicle details with RACQ.

When my mother passed away, her Roadside was still valid till February 2024. I tried to transfer her remaining Roadside service to my account and was told in an online RACQ chat that this was possible.
The agent wrote:
'I can see that you have authority over her membership details.
Before we can transfer the Roadside Assistance coverage to your name,
we would need to receive a copy of her death certificate and Will listing
you as the executor. If you'd like to send this via email, you can send it to ___________. Please include 3 identifyers for yourself and __________ (i.e. full name, membership number, phone number) so we can seamlessly complete your request.'

But following up later, I was told it was not possible after all.
Not to worry though, Mom's balance remained valid till the paid term expired. Not ideal but at least we still had the roadside service in some form.

Cut to today when the car started having problems and I called for Roadside Assistance.
No, my parents' current vehicle wasn't covered by Mom's roadside because the update of vehicle info when we bought our latest vehicle wasn't showing up in her old account info.
No, I still couldn't transfer her remaining roadside balance to my account.
No, I couldn't view Mom's account online because it's no longer available since she passed.
But... did I want to purchase Roadside Assistance for myself?

No, I don't think I will.
I think I'll find another roadside service and another vehicle insurer.

Been a member since I was 17 I a now 53 ..had a lovely guy named Michael come to install a new battery in my car this morning...great customer service and quick n fast only had to wait about half an hr and great customer service while on the phone to the young lady ..very helpful ..highly recommend them ..

I've requested a H+C insurance from RACQ and from 9 others. The 9 others range between $2-4k. RACQ wanted $12,099.99 for the same conditions. This is insane.

Never have I been so disgusted by the way we have been treated tonight by your company. My husband has been a member for 30 years, and worked for you for over 21 years. He has Ultimate membership level and Gold status. We are broken down in the middle of the road right now and refusing to come out to jump start our vehicle due to the fact it’s a motor home and you changed what you would cover in March without communicating this. In addition, he’s also undergoing chemotherapy for cancer and we are stuck here in an unsafe situation. Not bloody happy

one of the worst experiences of my life. I have purchased insurance for fleets before and currently have over 4 policies with RACQ and cannot even get them to recognise me as a Road Side Assistance member for the discount?? What??? I have been an Ultimate Roadside Assistance member for years and they don't even recognise it. I wanted to get pet insurance and contents insurance today but after more than 90 minutes on the phone and no help at all I'm done. Don't waste your time find another insurance company!

WITHOUT PREJUDICE;
I am appalled with the unprofessional, unethical, ELDER ABUSE, dismissive attitude by RACQ’s Insurance Resolution Division. Based on my poor claims experience throughout my three claims (Home) in this instance, the Disputes Resolution Division. It is a disgrace.

The client file history is incorrect to the facts relating to my 3 claims (in 30 years), supposedly a GOLD level client.

It is inferred I am a liar, the claims area have refused to reply to my concerns, it is continual ‘stonewalling’ dismissive attitude.

My claim has been ongoing since March 2022 to June 2023 without a satisfactory outcome or my queries responded to by RACQ, ongoing STONEWALLING.

Where is senior management to resolve these issues before it reaches the point of no return FROM A SHAREHOLDER/CUSTOMER perspective?

Who in senior management is monitoring the performance of these staff that are ‘bullying’ shareholders/customers without any accountability?

Is this A REFLECTION ON THE RACQ’S WORKPLACE CULTURE?

Based on my poor customer experience It is more traumatic after the catastrophic event dealing with the incompetence of RACQ’s contractor’s, staff due to their unprofessional, unethical poor customer experience, ongoing contradictions than the event itself.

Based on my poor customer experience run the other way do not join RACQ.

Some of these staff act as god & are so superior to the point staff act judge, juror with such arrogance, bias towards you their client. THE DISPUTES RESOLUTION DIVISION based on my experience are anything but professional or independent respectively, to the contrary. There is lack of transparency or interaction with the client’s viewpoint received with credibility.

My last ‘supposed’ Disputes resolution consultant, Anna A, after leaving a phone message (I was unable to return her call in business hours), I responded via email after arriving home in the evening with times available to connect, her email response the following day was she has CLOSED MY CASE & NO FURTHER CORRESPONDENCE FROM ME IS ACCEPTED.

Where is a senior manager to manage & prevent this dismissive attitude by staff towards clients?

How is this professional customer service, Is this not arrogance not to mention dismissive, so much for valuing clients/shareholders.

I have not had any 1:1 engagement with this last Disputes resolution staff member, Anna A. It is clear based on my experience, the Disputes Resolution team all band together against the
shareholder/client/customer to protect each other.

Such behaviour based on my observation highlights the toxicity of the Disputes Resolution division and the pathetic attitude towards shareholder/customer by RACQ staf

Anna A close the case without responding TO ME wanting me to proceed to AFCA. It is clear RACQ wants cases closed before 30/6/2023. For anyone who doesn’t know, AFCA is paid by (in my instance), RACQ.

How can AFCA with AUTHENTICITY BE INDEPENDENT WHEN AFCA IS PAID IN MY MATTER BY RACQ? IT IS SUCH AN INSULT TO ONE’S INTELLIGENCE & perceived arrogance by RACQ resolution division. It is a total joke.

RACQ throughout my claim have not complied keeping me informed as per their obligation.

My matter I advised after receiving another email their apology they are still working on my matter. In a further (2) days from that email, RACQ advise via ANNA A, my matter is CLOSED… NO FURTHER CORRESPONDENCE FROM ME WILL BE Accepted.

I am open for a senior manager to contact me if RACQ is interested to work on both sides instead of the ongoing stonewalling by the Disputes Resolution Team with their bias & arrogance.

Failing not hearing from a senior manager I will be utilising an alternative avenue to feel heard to understand what I need to know to comply that has been refused by all in the Disputes Resolution team, ongoing stonewalling & the case closed without even speaking to me. Poor customer experience re RACQ brand.

There isn’t any need for such elder abuse from RACQ staff, especially when I had more damage done to my property then the actual event due to RACQ’s contractor.

My history that Disputes resolution claim is a total lie, hence despite me owning my home I was told I was a liar primarily.

It is not due to the perhaps poor staff training, QA over-worked staff not putting all facts in a client history file in RACQ or that RACQ had a very poor contractor that failed after taking how long?

Thank GOD their was a senior manager with work ethic that visited my residence, agreed the job was at a sub standard level. Thank you my sincere gratitude & appreciation to M.S.

RACQ WAITING ON MY PAYOUT THAT ANNA A, HAS REFUSED TO ACKNOWLEDGE DESPITE NEVER SPEAKING TO ME.

I WOULD ENCOURAGE YOU TO READ THE FEED OF THE TWO EMAILS I RECEIVED FROM ANNA A. AND ADDRESS THIS MATTER.

A complete waste of money to be with RACQ. My son broke down at night, said they wouldn’t tow the vehicle as he didn’t have a mechanic in mind. Seriously? A young inexperienced driver is meant to find their own mechanic late at night? Wouldn’t tow him to the nearest mechanic or advise of one. Left completely alone, absolutely fuming and would advise anyone to stay clear of this company they are next level heartless.

All about profit and not about the customer. Had our car towed after an accident to there preferred provider still waiting on the repair after 9weeks with still no estimated completion date. Would they help us with a hire car until the repairs are completed absolutely not. Complaints process is atrocious was told we would get a result in 5-10days and waited weeks for them to only give us a hire car for two weeks, repairer says won’t have parts for at least another 4weeks. You should ensure your preferred repairer completes the work within a reasonable time frame or provide alternate transport until the job is done. Leaving my wife, myself and three kids stranded without transport. Thanks for nothing after almost 20 years of a loyal customer disgusted by your greed.

I would never recommend this company. If you see a good review for this company beware!!! its unlikely that reviewer has made a claim. Three years on, and Racq has still not settled a claim for my family member who had insurance with this company. When she made the claim, RACQ told her she was not covered. Upon speaking to another insurer, they advised her to go back to Racq because she was covered under her policy. Nearly a year later, and they still have not resolved the IRD. She escalated this to the CEOs office who, promised to settle the claim in early April and still have not. She lost all her belongings and had to go into living into temporary accommodation. The huge financial strain has been enormous. To date she has dealt with seven people in Racq all promising to resolve the claim and no one has. She has now received a really offensive email from the in-house solicitor who has made the claim experience extremely difficult and declared to pay out the claim she needs to supply better pictures of all items lost 3 years ago and quibbling about petty amounts of money when she lost everything . He has also demonstrated very unethical behaviour. I certainly would never recommend this company after seeing what they have put my family through. The culture of RACQ is not to pay at any cost to their members who pay for the insurance . She is dealing with the ceos office and like any company the culture is set at the top. So beware!!

Hello dears, I was with ( racq) for 4 years and I always paid my insurance money on time. At the end of 2022, someone wrecked my car with his car and ran away, so I called ( racq) to come and take my car. They opened an entry for me and I went and gave them an entry, and then they asked for many other things, and I also prepared them and gave them to racq. At the end of the job, they said that you should get a letter from Optus and send it to us. I did the same thing, but They refused to accept it and they have been dealing with me for 4 months now. I shared with you the experience I got from this insurance. If you go with this insurance, you will find my problem. In my opinion, this insurance is the worst insurance. I ever seen,thanks

Have the RACQ ultimate. When we recently broke down, the team at RACQ ultimate came to our rescue. This is a fantastic product and I urge all grey nomads to look into this product

Just got my annual renewal. It went up from $52 to $76 per month. Thats 44persent increase!
Got a quote from opposition for like for like for $54! Xtrail 2011.
They jumping on the inflation band wagon.

Apparently, after a supervisors review, i am now found at fault! Despite being told be Racq(2 claims people) last November that i was not at fault!
What a runaround!
I've had no contact with them since November until yesterday. I had to go to the local office to enquire. I was advised by the local office that claims would call me at home. They called, then put me on hold for 90 minutes, the call dropped out.
It's quite obvious, the left hand knows nothing regarding the right hand.
If i can't trust Racq with my new car insurance, i certainly cannot trust them with my home and contents.
Time for change i think. At this stage, they wont get another cent out of me, or family members. Beware

My car was stolen 4 months ago it was a brand new car and RACQ is refusing to pay for the repairs. I have put numerous complaints with no response really! I was told I did not send all the documents they asked for even though I have evidence that I have sent all the documents. RACQ asked me to have a 90 minute interview as I attended and only after a couple days later all the information I provided in that interview the lead investigator did come back with the wrong information that I provided RACQ is a joke! I could go on and on with all the mistakes RACQ has made.

I'm urging everyone not to go with RACQ please listen to me and save your money and time.