RACV Opiniões 175

It has now been over two years since my theft claim was lodged, and despite being told that all requested documents and supporting information were provided, RACV has continued to delay and dispute the claim without giving a clear and satisfactory explanation.

As a customer, this experience has been deeply frustrating and disappointing. I expected an insurer to assess claims fairly, transparently, and in good faith — especially after full cooperation and submission of the requested evidence.

Instead, the process has felt unnecessarily prolonged, stressful, and lacking accountability. The level of communication and support I received did not meet the standards I expected from a major insurance provider.

Based on my personal experience, I would strongly encourage anyone considering insurance options to carefully research customer claim experiences before making a decision.

Coverage Type: Home & Contents
Property Type: House
Claim Type: Theft
Claim Lodged: April 2024
Claim Status: Still unresolved after 2 years

They responses very quickly

Not a good experience overall. We waited 4 hours for breakdown assistance while travelling with a baby, toddler, and an elderly person, which was extremely difficult and stressful.

The issue was identified as a battery needing replacement, but the engineer was unable to replace it at the time and only provided a jump start. He told me he had booked me in for a replacement the next day and advised the cost would be £273. He then said I could get it cheaper if I booked in advance, so he booked me in for a few days later instead.

However, I was never given any confirmation or written quote. When I contacted customer services, I was told the quote was not yet available because they were waiting to hear back from the supplier. I was assured a note would be added to the system and that someone would contact me, but I received no follow-up.

The next day I called again and was told the price was still £273 and could not be reduced. This made no sense given I had specifically delayed the appointment based on being told it could be cheaper if booked further in advance. I was also informed that if the final price turned out to be higher than other places, I would have to pay the full amount upfront and then wait for a refund afterwards.

Overall, the communication was poor, expectations were unclear, and the experience was very frustrating — especially considering the long wait with vulnerable family members present.

I've been with racv for multiple years- a silver member. I recently got a new car with additional packages, so the insured value would be higher. I sent them the information they requested to the Underwriting team, who not only did not read my emails but literally kept asking me for information I had already provided. Then I had to keep following up and the latest customer service person just hung up on me. There is zero service and now looking elsewhere to get insurance

For the premiums paid, the service is really bad. Every time I call them there is at least 30 minutes before I get transferred to the right department. Every person tells me different information as there is no dedicated case manager. No one tells you what the process is when there has been an accident, they expect you to know what your options are. Our car was written off sadly and it was picked up to go to the salvage company before we were told about it and it could have been fixed. I made an official complaint and no one called back. Terrible.

We broke down in the middle of towns which was remote RACV were great with helping us and made it much easier to cope with the stress and worry.
Having the car complete care is well worth it and pays for itself if unfortunately you find yourself in a situation.
Thank you RACV.

Shocking customer service , so rude and unforpressional

I’m extremely disappointed with my experience. My excess fee was initially waived, which gave me some relief during a financially difficult time. However, not long after, the charge was reinstated—and effectively doubled—without clear justification.

Due to ongoing financial pressure, I made the decision to cancel my policy. Despite this, the fee was added back again after cancellation, which felt unfair and inconsistent with what I had previously been told.

What made the situation worse was the repeated follow-ups and pressure for payment, which felt more like harassment than customer support.

Overall, this experience has been stressful and frustrating. I expected transparency and consistency, but unfortunately that wasn’t the case.

NEVER TRUST RACV!!!!

You will get scammed big time!!!!

Had the worst experience last week with Jessica from Members Relations. She's by far the most condescending, rude, and unprofessional rep I've ever dealt with. Right from the start she talked down to me like I was an idiot for asking a basic question about my membership. If you get stuck with her go ask for someone else right away. Extremely poor look for RACV customer services

RACV’s handling of my claim for a 2023 Maserati has been a masterclass in corporate malpractice. I have had to waste dozens of hours of my own professional time fighting for basic policy entitlements.

The Flip-Flop: They initially gave me misleading advice, stating a hire car was ‘outside the scope’ of my policy. Once I proved them wrong, they suddenly ‘found’ a car—but offered a sub-standard vehicle that doesn't come close to the specifications of a Maserati. The Danger: Most appalling is the safety negligence. They returned my car in an unroadworthy state with an unsecured bumper, instructing me to drive it. I had to use zip-ties (see photo) just to make it home safely otherwise the elf tbumper would have completely fallen of.

Dealing with Phillip has been a constant battle against sarcasm and missed deadlines. Currently at AFCA for $18,300. If you value your time and your safety, stay away." Also if you think paying extremely high fees for a luxury vehicle will mean anything to RACV insurance than you could not be more incorrect. Again stay away and go with another company that will actually take care of your claim. Lastly It's been almost 5 months since my accident and claim. The car has not been fixed and not hire car has been arranged. They don't like to listen to there own policies or the law especially when it comes to "like for like hire options". I even took the time to find them a vehicle and they turned that down.

On the other hand you should definitely use RACV if you value your time being wasted, money down the drain and nothing being done about your claim unless pushed. If that's what you are after than RACV is definitely your go to company. This only goes up if you own an expensive vehicle where they will try to worm there way out of anything and everything.

I am reporting this as a 'Systemic Issue' to ASIC regarding misleading consumer advice

We broke down in Moonta SA & and are from Victoria, I have nothing but praise for the service we received thru RACV extra care. There was no stress in organising our accomodation, customer service exceeded expectations. In the end our car & caravan were recovered & brought home to Victoria at no cost to us. Thank you RACV you have made our difficult circumstances easier to deal with. Faye Varty

I have had RACV car insurance for 2 vehicles and have been disappointed every single time I’ve had to engage with the company or its representatives.

When I was involved in an accident last year, I had third party insurance and RACV was totally unhelpful whenever I would seek help or clarification. It was obvious they did not care for my satisfaction and were only interested in getting in touch with me to pressure me to pay my excess. Every other time I needed them it took around 30 minutes of waiting on the phone before being connected with a barely legible agent who audibly could not have cared any less and repeatedly referred me back to the FAQ page, which I was repeatedly telling them was a dead link, hence the reason for me calling. This was my first accident and there is no clear guide as to what I’m supposed to do or how the process works. RACV couldn’t have cared less and were totally unhelpful, I was left to figure out what I was entitled to, and what I was supposed to do by own independent research.

I have recently, against my better judgement taken out fully comprehensive insurance with RACV for my new car, due to lack of an affordable alternative. It was stolen recently, and RACV called me to ask some questions. The agent spent several minutes trying to trip me up on the phone, asking me if I’d locked my car, how I locked my car, how I could be sure I’d locked the car, what noise my car makes when it locks. Given they smashed in my windows to gain access to the car, it’s a fairly safe bet it was locked. When I conveyed to the agent that I was entirely aware what she was doing, she quickly moved on.

I don’t appreciate paying thousands and thousands for insurance every year, only for my insurance company to do everything in their power to make the experience as frustrating as possible. I fully intend on paying more to be insured with a different company when my coverage with RACV ends.

Insurance companies will always be insurance companies, but RACV is as bad as it gets.

Refusing to refund money taken after insurance canceled taking advantage of elderly customers.

Staff at the racv call centre are a mixed bag . Firstly I rang a girl named Na***** up for a car insurance quote and was told they couldn’t get to it because their system is down as to which I completely understand .However bieng spoken down to in a condescending and abrupt way by her was unacceptable,if you don’t like your job just say so!!
When I called for the second time, the other woman R***** was very helpful and took the time to explain and answer the questions I was asking!
The process was much easier than previous times as I am still figuring out which quote will suit myself!

Racv auto care Mildura. This business is incompetent, rude towards customers, the staff are incapable of answering some simple questions of pre-purchase of a toyota rav4 model to look out for serious problems with transmission or cold start rattle but refused to answer my questions. The receptionist just fobs people off. Do not go there their conduct also is price gouging, dishonest quotes as stated on reviews, incorrectly diagnose car issues. Avoid this place they will rip you off and don't care. Do not believe a word these people say. A good honest mechanic would answer my questions with confidence without fuss. Manners, respect, kindness, friendliness goes a long way rudeness does not

if can choose negative, i will definitely choose negative star. Have been with RACV for many years and recently price goes up every year with blabla reasons. Also don't purchase their emergeny inusrance , the trade company they use will only charge you more and more , can't fix the problem. Quality going down a lot now.

I have been chasing RACV for nearly 6 weeks now to settle a 100% not at fault claim. I this time I have had to ring them weekly, and now every other day to keep them moving on my claim. Each time I speak to someone they fob my off by either transferring me to another department of blaming another department for the delays, and always the same story! RACV are absolutely useless, avoid them at all costs. I will be changing insurers as soon as this claim is finished.

Every time you call RACV for claims, settlement,ETC ETC
There ia always and i mean always between 20/30
Minit wait before someone takes yr call,and if you have the right department, pathetic
Also very hard to understand majority of representatives
It's not right,i don't have a 3 hour break, you need to consider the other party also
Its pathetic,fix ye system ASAP

Though I am a RACV member for 30 years (nearly), I wanted to get a quote for Home & Contents Insurance& went to RACV shop in Knoxfield (Knox city) Victoria. I met Mr. Andrew who took his time to explain me briefly about the product...!!!
That explanation enabled me to, go-ahead with it.
Mr. Andrew is a true Professional & great help in making my decision to proceed. Please convey my "SINCERE & HEARTFELT THANK YOU" to Mr. Andrew.
Dear neighbours... if you ever in similar situation, you know whom to speak to now...!!!

I had a very disappointing experience with Alicia. She wasted my time and was quite rude throughout the interaction. It felt like she didn’t know how to properly communicate with customers or handle the situation professionally.

I was involved in an accident that was clearly the other party’s fault, but instead of providing helpful guidance, she told me I should “force them” to lodge a claim, which is not practical or helpful advice.

Due to this experience, I am now considering taking legal action to resolve the matter.

Overall, I would not recommend RACV based on this poor customer service experience.