RACQ Car Insurance

Back room admin is hopeless! I was sent a text with a wrong number [household property rather than motor vehicle] which I spent over 15 minutes on hold when transferred before hanging up. A phone call to another number on their website resulted in another transferred call and I was told there would be at least another 25 minute wait without the option of a call back. Show details

I waited 7 weeks to find out that my claim was rejected. I was only told my claim was rejected when I demanded to speak with a supervisor. RACQ would not give me any information on the claim progress, every time I called to get an update I was put on hold until I gave up. RACQ would not reply to emails or call me back. “Damage to your car is not… Read more

covered by RACQ comprehensive insurance if the damage is caused by an animal.” Avoid RACQ car insurance. RIP OFF.

Vehicle was rear ended. Had to wait weeks for repair. Hire car to be at repairers. It wasn't. Receptionist told me it would be outside. Went inside. Was driven to Europcar who wouldn't supply vehicle as me credit card did not have old style raised… Read more

numbers as their credit card machine required raised numbers. Was left on side of street unable to walk due to disability. RACQ said the would pay Uber etc due to this. Submitted receipts weeks ago but no reimbursement! As a Senior on a limited income this had made things tricky! Reimbursement occurred but really doesn't cover all expenses incurred due to their dodgy hire car company Europcar and their archaic practices that would not accept modern credit card and left me stranded with don't stability on so de a f road.

Excellent Service – As a third party involved in a not at fault accident, I have to say that RACQ has been amazing to deal with. Being my first accident they have been informative, and so helpful.. I never had to wait long on the phone, I spoke to someone immediately each call. The process was easy, the people were lovely and I feel as though we were really well… Read more

looked after considering we are not the direct customer, just the third party. I am considering making the switch to RACQ after this experience. Thank you to the people that assisted me. A stressful situation was made so much better because of you.

Outstanding Customer Service – We experienced outstanding customer service from the team in the new for old replacement department. Our claim was processed quickly and efficiently. I am particularly impressed with the communication from the RACQ team throughout the claim process. We felt informed and fully supported the whole time. Show details

Racq Trailer /Horsefloat insurance …Highly recommended – Highly recommend.Horsefloat went through the recent floods in Brisbane , from when I lodged the claimed through to the repair process it was very quick with no holdups or problems .Great trailer insurance , no excess which is a bonus .Two of my friends who also had insurance with RACQ and had Horsefloats damaged in the floods also had very good reports .One was written off ajd had the money in her acc 5 days later the other similar . Show details

Absolutely useless organisation. DO NOT GET CAR INSURANCE WITH RACQ. First, I did the claim request online, uploaded the quote for repair and received an email saying it was all approved. THEN they phone me to say it’s not approved and ask me to send the same information I had already uploaded. I’ve now sent the quote 3 times to them. … Read more

Then….. they take weeks to organise the next step.

I then send the photos they want and the repairer says they were asked for the same photos, and the same quote already sent to them.

Then they get an assessor to come out (who also said how useless they were) who tells us they didn’t send him any of the information that I had sent and he then took the same pics again!!

This process started on 3 February. It’s now 6 March and I still don’t know what is happening!! My car is still not fixed and they don’t answer emails!

Such incompetence!!

Approved repair center has had my car come there twice, first time was fine. Second time they kept the car overnight I did not even get a call to say come pick up. I showed up at 3pm to collect they gave me the keys and said everything is done now, the missing parts had not been repaired. Manager then came out and said they ordered the wrong part.… Read more

It has now been over 2 months i have sent 4 emails to the repair shop and one to RACQ. Only to be told they will contact me soon.

The RACQ insurance cover is a good product. Unfortunately, RACQ has a hopeless call centre that is unable to answer calls as soon as there is a hail storm that hits anywhere in QLD. RACQ management need to hire more staff urgently. It's hopeless that a customer can't telephone their insurer and get answered for weeks!!! The repairer can answer the phone but no RACQ. Show details

I personally cannot fault RACQ. Every experience I have had with them has been seamless. I have Home and Contents, Pet and Car Insurance with them. Over the years I have had to make a claim after damage to my roof after a storm, had my car unfortunately written off by another driver and also claimed after my cat Grace got sick. Staff are friendly, helpful and all claims have been resoved quickly. Show details

From my own experience, its very clear some RACQ employees have associated themselves with crash scammers. Really need to watch out this insurance company. If you are involved in crash and you think its a scam, dont lose your cool, instead, accept the reputable courtesy vehicles from repairers. and tell them your situation. and ask what approach… Read more

they will take if RACQ suddenly refuse to pay the rental cars. If you are absolutely right in the crash, and the courtesy vehicle operator wont chase after you for the money, then take the rental cars. Its your right. Dont let RACQ take advantage of you. Dont give out any details to RACQ employees or lawyers that contact you after you have had crash. Just remain a clear head what you are gonna do next.

Did not disclose to my daughter that monthly payments are actually a yearly contract. We were with Rollin and their monthly contracts actually ARE monthly contracts which can be modified at any given time. With RACQ we wanted to add glass cover after my daughter did not add it in the beginning - they wouldn't allow her to add the extra cover… Read more

which she really wanted. She realised she really needed that extra cover after having to fork out money when her windscreen suddenly shattered and she wanted to make sure she was covered if it happened again. They said they can't change anything until the yearly contract is due for renewal again so she'll have to go 12 months without glass cover and hope nothing happens in that time. I told her to just cancel because they are unscrupulous for not letting people change their policies. I have never come accross this with any other insurer - they are truly uncaring, unhelpful, useless and out of touch. They absolutely deserve all the 1 star ratings they are given here. I dread the day my daughter might need to make a claim.

Worst claim experience ever. Claim lodge in March still back and forward waiting to get paid. Ridiculous customer service. I will definitely change the insurance company after this claim get sorted Show details

Firstly, RACQ motor insurance is actually IAG insurance, which took it over. I asked for a quote to insure a vehicle yesterday, and the quote was $2814.25. I then contacted VW insurance, which is Allianz, where the quote was $1841.58. So I then went to Youi where the quote was $1375.84. So, RACQ, an organisation supposedly owned by its members and… Read more

acting in their best interests, charges more than twice what Youi charge. All quotes were with the same agreed value, same two drivers, same excess and same windscreen coverage,same lack of roadside assistance which I have covered elsewhere. I have been a member of RACQ for many years, not really sure why now

My experience with RACQ Insurance has been incredibly frustrating and disappointing. My car was involved in an accident more than two weeks ago, and it still hasn’t been sent for repair. I’ve received no updates from RACQ — every step forward has only happened because I kept chasing them. It was very clear from the photos that the accident was… Read more

not my fault — the other vehicle’s registration plate was literally imprinted on my car’s bumper from the impact. Later, I even provided dashcam footage from a passing driver that clearly showed what happened. Despite this, RACQ keeps delaying the claim, saying it needs to be “assessed” because the policy was purchased less than two months ago.

RACQ has not contacted me for any additional information apart from asking me to upload photos. When I called for updates, they blamed the repairer for the delay and told me to contact them directly. The repairer, who had the photos for nearly a week, hadn’t assessed the case either — and when I mentioned lodging a complaint, their response was unprofessional.

This whole process has been a nightmare — no communication, no ownership, and no urgency from RACQ or their repairer. For a company that promotes itself as customer-focused and dependable, they’ve shown the complete opposite. I regret choosing RACQ and would strongly caution others to think twice before insuring with them.

I am 88 & carer for my 88 year old wife who has a lot of medical problems our car insured with RACQ Eng warning light OBD2 fault steering Module Picked up by RACQ towing driver drove it onto back of truck Taken to AMA Jay st contacted them 2 weeks before they can get a quote done.Not good No Car No Transport Bloody waist of insurance money Show details

I just recently discovered how RACQ look after the elderly. My 85 year old mother in law recently renewed her car insurance policy with RACQ, She owns a 2011 VW Jetta that is in immaculate condition both mechanically and visually with less than 60 thousand km. After looking at her new policy I was both astonished and discussed at what they had… Read more

done. So the market value of a 2011 VW Jetta in the eyes of RACQ is $2000. And yes, I did find the odd VW Jetta for sale for maybe 2 - 5 thousand dollars but they had well over 200 thousand km and looked like they had been sat in a field for 5 years. I mean try and find a car In this condition with immaculate service history in perfect working condition for 2k. Absolutely disgraceful, good job RACQ and thank you for looking after the elderly.

I raised a complaint after discovering that RACQ’s Excess-Free Glass Repair or Replacement add-on doesn’t actually cover glass “repairs” at all. When purchasing the policy, RACQ advertised: “Excess-free glass repair cover – Get one excess-free glass repair or replacement in your period of insurance.” Any reasonable driver would assume this… Read more

includes a chip repair — the most common and cheapest form of windscreen repair.

However, RACQ later advised that chip repairs aren’t covered, relying on a Product Disclosure Statement exclusion for “damage that doesn’t extend through the full thickness of the windscreen.” In reality, if damage goes through the full thickness, the glass must be replaced — making the word repair in their advertised benefit completely meaningless.

Even [Name Removed], RACQ’s Claims Resolution Specialist, acknowledged in writing that “the marketing description of the benefit may have led to a reasonable expectation that chip repairs would be included.”

RACQ offered to reimburse the repair “as a goodwill gesture” but denied any liability and has since ignored all further correspondence. They will not answer simple questions about how “glass repair” can exclude chip repairs or whether they intend to correct the misleading policy wording.

This experience shows a clear gap between RACQ’s advertising and what’s actually covered under the PDS. Consumers should be cautious and read every exclusion — the term repair here does not mean what most people would expect. RACQ’s lack of transparency and refusal to engage after admitting confusion is extremely disappointing.

I was long time member with RACQ, but I urge NEVER SIGN UP WITH RACQ. Customer service is awful, never cares, and even takes few hours to connect the agents. They delayed the quote for the fix over 3 weeks, so I could received my car back in after the 1 month. Meanwhile, EVEN BECAUSE THEY DELAYED THEIR QUOTE, They refused to extend car rent, so I… Read more

was required to use uber over a 2 weeks, even they promised us a car rent for over a month. NEVER EVER TRUST THIS INSURANCE.

when my sons car was hit by a third party racq took the opportunity to fleece him by taking the car off him and paying a lot less than the agreed value - nothing to recommend this organisation they made everything difficult were not transparent in their operation and I feel they were not honest in the dealings Show details

I'm not even a client of RACQ, reason being the service is appalling. Brad from Logan(motor assessor) is pathetic at providing customer service. I waited more than 24 hours for him to return my call and give me an update about my car getting fixed. Totally ignored my call and voice mail. You have to hang on the phone for hours. Never recommend them to anyone. Show details

If you have insurance with RACQ, I urge you to change it. I have been a member of RACQ in some capacity since getting my license they have not lived up to any brand of Loyalty or being part of the Queensland Community. My car was hit by a drunk, unregistered and texting driver while parked, I was not at fault and provided police reports, evidence… Read more

and yet because my car was parked, I am ineligible for a hire car, which they have updated under a new policy that I am one month away from being renewed into. I have contacted many other Insurance companies who were shocked that this was RACQ's policy and were very apologetic that that was their position. I am now in the position of not having a car for at minimum a month (it's already been a week and a half). For a company whose motto is "RACQ helps you and Queensland get ahead". You have allowed me to fall behind and you have not helped me.

Just received my annual renewal and my premium has gone up 26.4%! No drivers under the age of 30, no issues with my license. I made one claim 4 years ago that I was not at fault for. When I queried the dramatic rise I was given a bunch of generic reasons and basically told too bad. I’ve been with RACQ for car insurance and roadside assistance for 15 years. Extremely disappointed. Show details