Reviewer Photos & Videos
Couldn't Care Less
Brand new car. Then after 12 months offered to insure for 40% less than purchased Price.
Reduced premium by $2.00.
Contacted RAA and said cancel Policy.
CS said you will lose your lifetime replacement? Please, what a joke.
Does not replace old for new.
15% increase in one year
Insurance renewal arrived and had risen by 15% with no circumstances having changed since last renewal. Phoned raa and was told that they would only lower the renewal fee if I increased the excess. Another vehicle renewal due the day before had only risen by 1.8% year to year. Operator was not interested in trying to review the insurance or lower the amount. I've been with raa for 22 years and have a multi policy discount. Prior to calling had received quotes from five other insurance companies. All had similar or better benefits, with all being cheaper. Very disappointed, with raa. I have no choice, other than moving my insurance elsewhere.
- Car Insurance - Third Party, Fire & Theft
- Verified customer
Rude customer service, Website & the App doesn't show renewal period
This is so weird.
If you log-in to RAA website and download App, it does not show any information on the insurance period. As a customer of an insurance company, this is what I want to know. This app and Customer AC gives all stupid info (e.g. discount) except this key info.
When you pay to renew insurance, they don't send any confirmation email. You pay and you do receive a confirmation email, isn't it a standard practice?
You need to call them to request a confirmation email,,,so weird!!!
Today I call their customer service to check if ...there is any way I can see my insurance renewal period and payment confirmation in RAA App or Customer Log-in page, they reply I need to call and make a request for this. I ask the customer service guy why it is so difficult to show this info in App or website? He suddenly feels offended and become rude. No doubt RAA failed to prove a simple standard customer service.
High class customer service
I am dealing with a stressful situationin relation to my car recently been hit.
Chloe Berry the customer rep for RAA is outstanding. She made my day by takin g care of my issue in organising a loan car she took that extra step and ensured the car hire place called me back. Chloe was so understanding only if more people were that professional. Great experience
Reasonably happy with cover.
Car stolen and recieved settlement very quickly after 21 day cooling off period, awesome!
However if you claim for loss of personal items which was partbof my claim, please make sure you have 'Proof of Ownership'.
I lost a highly collectable vintage surfboard but its only word of mouth without sufficient proof, of ownership.
Happy to now have another car, but painful lesson learned.
RAA insurance is crap
A drunk driver hit me, car was a write off. Police attended, reported the drunk driver 100% at fault. The drunk drivers insurance company RAA dragged on the investigation for 3 months. Then told drunk driver to withdraw his claim as police charged him and he can’t plead not guilty if he has a claim pending. I’ve got no car and RAA are low life scum.
Don't get deceived by their being local advertiment
When my brother in law bought his first car after arriving in Australia. I have recommended RAA insurance to my brother in law. I thought it will be easy for him to deal with the local company. After couple of months he had an accident. Both the drivers are with RAA. Now raa is trying to find excuses for not to pay the compensation. After month they still can't determine who is at fault and want both drivers to pay excess . They treat the policy holder as thieves and refuse to acknowledge their duty. We will be lodging a complaint with office of business and consumer affairs soon.
To me this company has third world mentality. Stay away from them.
RAA refused my claim and cancelled my Comprehensive Policy after an accident
My vehicle was covered under a RAA Policy and had been since 26th January, 2018. My policy was automatically renewed 12 months later (26th January 2019).
I was involved in a car accident on the 4th April, 2019. Both vehicles were damaged beyond repair (I was at fault). I contacted RAA and lodged a claim on the day of the accident. It was processed and I was advised that it would be finalised once an assessor inspected the vehicle. A few days later (8th April 2019) I contacted RAA over the phone to follow up on the claim, and was shocked when...they advised me that I wasn’t covered. They advised me that they had made a decision to cancel my policy from 26 January 2019 (almost 3 moths BEFORE the accident), due to 'alleged’ non-disclosure of pre-existing damage. As a result of the policy cancellation they decided there was no cover at the date of loss for this incident. Sometime in early February (in two unrelated incidents) my vehicle obtained some minor damage to the front left guard (someone backed into it and drove off) and the rear bumper (I accidentally reversed into a light pole positioned next to my driveway at home). I decided that I would not lodge a claim with RAA (my excess was $1600) and instead have the vehicle repaired myself for much less). Unfortunately I never got around to repairing my vehicle prior to the day (4th April 2019) of the accident. The RAA assessor advised that the damage to my vehicle (on the left hand side of the vehicle and also the rear, (in his opinion) appeared to have occurred prior to the renewal date of my policy (26 January 2019).
Very happy with service
I had a claim on my vehicle which was caused by fire as a result of an auto electrician working on it. Very happy with service and prompt payout. They could not have been more pleasant to deal with. There was only 1 person who created some stress through either a lack of understanding about the claim process or their product.
Unfair Insurance Provider
My policy for comprehensive insurance seemed good value, then my new Mustang only 9 months old was stolen from front of house. I had Adrien Brian Ford install inside cameras as this vehicle was for the next 5 years, sadly of no use if stolen. RAA investigator begins implying its impossible to steal my car. I worked with the investigator giving both keys and a myriad of banking statements, phone records, income proof and showing I am not in financial disarray. Nothing was found. In the end they turn around and decline pay out because they believ...e a vehicle cant be started without the key. I cant even describe my feelings right now, you insure a car, its stolen and you are not covered then slapped in the face basically accusing me of stealing it myself and left out in the cold. The vehicle is insured for market value, 10k below the loan amount and I understand car values depreciate. If I didnt want my car I would have just sold it. I have a normal job in real estate, I have no criminal background, my entire life I have paid every bill, my credit rating was also provided and is perfect and this is what RAA has done to me. For anyone reading this please just think twice about insurance with RAA, their goal is to avoid every payout, yet they act like your their best friend when trying to obtain your business. Shame on you RAA.
Could not imagine better service
After a family member suffering a vehicle write-off from an uninsured driver, far away from home, RAA did the ground-work ... didn't say it was too hard, phoned the tow-truck company, analysed photos in lieu of assessment being an option, top job RAA!
Extremely difficult to get your claim processed.
I have been with insurance company for nearly 5 years. Its pretty smooth if its a one way traffic- they charging us money, it becomes very difficult when we lodge a claim. Definitely changing all my cars to a different insurer
Worst customer service in terms of claims... Rear ended by someone and flee and still want me to pay the excess!!
I had been rear-ended a few weeks ago and the driver at fault flee. Rang RAA and told them what has happened the customer service told me I still need to pay the excess of $500 even though the police report is in place and car registration has been provided. They wanted me to chase the driver at fault and get her details as she needs to admit that it is her fault. She flee isnt it obvious??Even the ctp insurer cannot believe why RAA needs me to chase the driver at fault and why should I pay the excess??. I consulted the lawyer in regards to thi...s matter and told me that Police report and registration number should be sufficient for them to look for driver at fault not me. This is why we pay insurance for. I was thinking to change over my home and contents insurance with these guys but on what has happened they proved me that they are not for locals. I will be changing over my 2 comprehensive car insurance somewhere else!!! I will never promote RAA to my friends and family.
Awful, stressful experience that's still going after a month
I was stopped in traffic and got hit by another car. My car is written off. I have new for old replacement. RAA still haven't paid out after a month. Every time you phone you get someone else. No care about the customer without a car and struggling with costs. 11 years a member. No care or consideration.
I feel let down by this company after being a loyal member for 16 years
I have all my insurance cover with them and have been driving since I was 16, never had I made a claim until now and I was declined. I went to a business to have a small job on my car repaired by a "panel beater" to correct a small swipe mark from previous owner. I did not know that this person was a scammer as his business was connected to another business that has been in the car tyre industry for many years. This man had my car for 6 weeks and refused to give it back. The job was only supposed to be for a week. I called and rang continuously...to pick up my car, my phone calls were ignored and when I got through they said my car was nearly ready etc, when I would go to collect it no body was there. After 6 weeks of this headache they finally agreed to give me back my car but would not give it to me unless I paid 300$ more then they quoted. When I got my car back I was in tears, my night mare was worse than I thought. My car was turned upside down inside and out. Although I have fixed the paint as much as I can and replaced majority of parts on my own, there are a few things not worth spending the money on that are not so obvious to the naked eye but I know they're there. Raa would not cover me for the cost of my paint repair that was caused by the scammers, theifs and fraudulent people, which was initially very bad and now they have told me they can no longer cover me under comprehensive cover because of the little bit of paint damage that remains. I feel very let down by them, I do however understand some of their reasonings but I honestly have been a victim here and a loyal customer for many years, Its a shame they can so easily not care of my circumstances. I was deceived, scammed and robbed and the people I paid to look after me threw me to the curb.
Worst service ever from an insurance company
3 recent claims, 2 declined and 1 no result even though I was not even present when an uber driver drove into my parked car and drove off.
Latest claim, RAA changed my battery and destroyed the roc which cost over 2kand refuse to fix it!?
No help in my situation
My car broke down on the side of the road and I had to leave it there as there was no phone service. I have now learnt if you are not physically at the vehicle and unable to get to it then RAA can not help you out. I will now have to pay a towing service.
Cost compared to RAC WA and RACV - RAA equivalent in WA and Vic
Despite 29 year "Gold" membership and 5 insurance policies for many years now I got a quote from RAA Car insurance for $2500 compared to $800 if I went to WA (RAC WA) or $1200 in Vic (RACV). Same car but different pricing interstate.. Aparently car is expensive to fix.....hmm but WA/Vic would have same issues but they're cheap. I thought RAA was there to provide service/support to Automobile users? Oh well RAA a loyal customer lost
My daughter recently had her car stolen which in itself is traumatic she has a 3 month old baby and needs her car. Lucky a friend loaned her one otherwise she would of been stuck. Told to wait 21 days but also charged $500 excess and had to pay out remainder of 12 month policy due to paying monthly!! Never heard of such ridiculous charges! So basically being charged for cover for a car she does not have anymore! It might be in their small print but still does not make it right! I actually pay her insurances for her inc house and contents as well as my own ...for peace of mind that she is covered but will not be going through them again for her new car.
Long winded and a huge inconvenience
It approaches 4 weeks since my accident and I have been contacted once by phone and once by email. Average wait time when calling is 35 to 40 minutes. I have a day free today so I actually have time to sit and wait for the 4th time. I have experienced a claim in the past and it was quick, just over a week with a nation wide insurer. The tv commercial for this product couldn't be further from the truth. I am now out of the hire car provided under the policy and it has become an expensive and frustrating process. Wish me luck on today's communica...tion cos I am going to need it. RAA the communication process is seriously lacking. And....here I am at 5 weeks post the accident. Emails promising 8 working days, then specific days for settlement and still nothing. One more week RAA and I go the next step. I have paid for a product and so far have seen nothing for my money. So week six! I heard from RAA Tuesday morning. Payout figure given and finance to be paid out. I needed the third payout figure from my finance and they offered to get it this time. I reminded them that this coming Tuesday yet another installment is deducted for a car I no longer own and that expediency is paramount. I got excited. Well here we are and nothing. No phone call, no contact and another payment wlll be deducted. I contacted my finance company for a payout figure for the third time, cos I'm better at it than RAA, even while Im working. I take it further Monday. The care factor for me as a customer is zero. I have never experienced such a lack of service. Either there are no where near enough staff or they just dont care. Just discovered I am still being charged for insurance on the written off vehicle! Here we go again. Appalling 24th of August now!
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Questions & Answers
What is third party property insurance policy
I have comprehensive car insurance ! Recently had accident! my car will be non - repairable. My car is used when we bought but it’s a 2017 Honda and was only done 10,000 and around 40,000 on the clock right before the crash !, my question is , I read it in the PDS that car can be replaced with same model , year and condition ! We have loan with the car , and we only need a replacement car as we need a car anyways as we have 4 children ! Dose it possible to get replacement car instead the insurer pay out our loan and stuff ? This is my first claim ever! Hopefully will be hassle free as I already experienced a very unpleasant costumer services and stressing ! Praying for a good result ! Thank you !
What is the average wait time for a pay out figure on a vehicle that has been written off under a comprehensive policy?
Hi Marelle, it took about eight weeks, but I delayed the process by not having my phone on hand (leaving it in the car and not checking the missed calls) when the RAA had tried to ring.
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