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!
Our claim handled with efficiency and care.
Took out comprehensive car insurance on our new car. Involved in an accident which was my fault and damaged the car beyond repair. RAA staff were efficient and helpful with our claim and replaced our car with a new one with no problems. Will now insure again with RAA. as they are the best. Douglas.
Excellent insurer for custom cars
Came out to work one morning to a semi burnt out interior in my 03 Saab 93. Raw took the car that day (monday) and by weeks end had the claim settled. Could not ask for a better company in such a stressful time. The policy was well priced and agrees value ment my custom Saab was covered. The phone attendants understood and included all my mods. From intercooler to c02 systems and tunes.. Thank you RAA. You will have my future business and my families.
Why they are so Dodgy and Expensive
I am from Sydney and was in a hired car when I caused a minor rear end collision with the car in front.
No damage to my car at all and the damage was so minor to the car in front that I promised the owner I will pay for the damage out of my own pocket.
I took the photos of the damage and send it to one of the mobile repairer in Adelaide and they quoted for about $600 which I thought it was reasonable. I texted the quote to the owner but he wanted the damage to be fixed by RAA approved repairer.
It came back with a rough $3,000 quote. I told h...
Absolute terrible, dodgy service..I had an accident recently but they refused to replace my car parts..They just asked the mechanic to use glue to stick the bumpers back..I'm sure if it was the other way around, they would have charged me $10,000 and they would even ask me to replace the roof with a new one!! There is no way I get RAA insurance anymore; the worst company in Australia!
Do NOT use RAA they are not providing the services they charge for. Better with others. RAA will rip-you-off big time!!!
RAA will rip-you-off big time!!! My name is Shefka Daud, 10yrs driving all over Europe, past 8yrs in UK with zero (0) accidents. Sadly in Tasmania some other tourists crashed in my 4x4; i had fully comprehensive insurance with a "reputable" australian 'company' as I did asked local people who to use; after providing them with my no claim proofs from UK i had a reasonable offer; or at least that is what i thought i bought and paying for; plus the breakdown road assist stance deal. Long story short ever since the crash happened on 20 Dec 2018 I h...ave had the most stressful and nightmare claim experience with RAA; they have absolutely no idea what customer service is and how to co-operate people. The opposite side was fully liable and all details were provided within 24hrs and to date (21 Feb 2019) I have no deal with RAA. [name removed] is been particularly difficult and unprofessional in his job; to the extend that he reminded me our first call and disagreements/argument after full 2months!!! Can you believe what sort of a man this is holding grudges for so long. To make matters bit more complicated RAA had to sub-contract "ASSessor" to evaluate on his own way my crashed car; just as poor as RAA the assessor did crappy report where he did not even show min 3 private car sales for his market research. When i disputed it in a more presentable manner with a detailed report for the whole lot with my damaged belongings; there came the looong time of quiet pause from RAA; they just did nothing except continuing charging me for the monthly instalments of nearly 50AUD!!! This alone shows the rip-off culture in the aussie contracts-you just have to pay for something that you no longer use; also with 100% liability accepted from the opposite site they were nasty enough to request that i pay their minimum 500AUD claims!!! The only one person that actually did few useful things while i was on the phone was [name removed]. and that was because i was really unhappy and made him aware. Bottom line is as most of the aussies suggested to me: DRIVE with NO insurance! It is mad and i have not done it till after the crash; but left me no choice but to drive with the minimum REGO insurance. After speaking for probably 10-th time with RAA [name removed] refused to provide any substantiation for their "expert" "senior" assessors value of my car and just bluntly said i will have to take matters to court. Thank you RAA people for getting wages for not doing even your job; RAA have really made my last 2months full of anxiety and headache. When i said i will turn up in your head office and look to put faces on all those names i did not joke; you keep prolonging this palava and wait till i surprise you and get the right money that you owe me. Cheers. Shef RAA Will rip-you-off big time!!!
Bad communication horable service
Have never made a claim toward a car or house or anything ever I needed to claim my car which have writen off and I've been run thou the ringer big time invasion of privacy poor communication about what's going on rude asseser Msging me at midnight asking for details of my accident 4 weeks and counting now and still not sure what they are doing with the car I know it's a, write off as the main structure of car is bent but raa have now lost me for house and contence a d once this car is dealt with they won't get my new car
Cost getting to high
I have been with the RAA for over 21 years. I have always had good service, any problems, one phone call and they have always been straight on to it. But it is becoming so expensive, going up each year. If it keeps going up I won't be able to afford RAA insurance. I have had very few claims over the years. payed Thousands of dollars, Is ther no rewards for not making claims.
- Verified customer
Best Insurance I have Ever Dealt With
After a very poor experience with a competitor, I did my research and people had rated RAA highly by word of mouth. I changed all our insurances (two vehicles, house and contents) to RAA. Not only was the process straight forward, it was cheaper than my current premiums.
Unfortunately I have had to claim a few times (2x motor vehicle accidents, 1x contents accidental breakage) and each time I received a very speedy consistent response. The staff have been an absolute pleasure to deal with and all claims were resolved with no delays. To anyon...e reading these reviews, remember that people are more likely to go out of their way to write a review about a poor experience than a good one, it's human nature. We have been so pleased with RAA we now have a monitored security system by them and by packaging this, our insurances and roadside service we save quite a bit by bundling. It's also worth noting that our car insurance premiums have decreased since we had the previously mentioned two not at fault accidents. Keep up the good work RAA and I will continue to be a loyal customer.
Poor customer service
I rang for road side assistance as my car battery was dead, the lady who answered was extremely rude from the get go. She showed no empathy what so ever and her tone was appalling. In an already stressful situation she made it 10times worse. Safe to say I didn't get the raa out and called a friend instead!
mistakes re insurance over the phone mistakes
My family and myself have been with raa for over 20yrs.They are an absolute disgrace.I have noticed over the years how they are becoming incompetent over the phone. I have rung many times to change details re all my insurances home car van etc. And they have made mistakes every time. Changing of names from business to personal not being notified or sent renewals,My daughter left raa recently and my son.also. Unfortunately when they say they have changed your detail you request has been done and you find out 3 months later they have not and this...impacts on your payment or you are uninsured because the person you ring did not rectify your requests there is nothing you can do..I will be taking all my business else where..I am disgusted and frustrated with how incompetent they are.Do not go through raa .
- Verified customer
Worst Insurance claim experience ever!
I have been with RAA for a few years. 2 years ago I had to call roadside assist while in Kangaroo Island I was told they will be anywhere between 1-2 hours and that they would charge me $60 extra as I am not in Adelaide.
November last year my brand new (3months old) car got stolen from my house. I could not believe how bad the customer service was. It wasnstressful as it was and RAA made it so much worse. Everytime I rang them I had to stay on hold for a minimum 30 minutes before they would answer and they are only open during office hours w...hich makes it very difficult. Email response says allow 8-10 business days for a response. Everytime I spoke to someone on the phone they were rude, put me on hold for even longer, treated me like I had my own brand new car stolen. Stolen cars have a wait of 21 days anyway before you can lodge a claim and I was told if I wanted a hire car and my car was recovered I would have to bear the cost of it and RAA wont count it as a claim. They sent an investigator out to see me which was alright and had no issues but after 21 days when I asked if they would order a new car in I didn't get a response for the longest time. They wouldn't get back to my emails and on the phone tell me they are looking into it. I told them I was happy with any color but then a week later I get an email to say it will be available in 5 weeks. At this stage I had no hire car, driving my parents car causing everyone inconvenience and have had enough of all the stress that comes with it. I had to ring them again let them know I was happy with any color (I had also spoken to my car dealer they said there was a 1 week wait on another color I would be happy with). I picked up my brand new car 2 weeks later drove for a week only to find out my car wasn't covered for insurance (I would have thought their replacement vehicle would mean I get to transfer my insurance policy over or someone would contact you - I had the car dealer contact me directly) when I rang them to check they were rude and said it was my responsibility to get new insurance and no policy was going to transfer over. To make everything even worse, apparently for a full replacement of vehicle you are required to pay 12 months of premiums from policy anniversary (which happened to be 2 months before my car was stolen so even with $500 excess I had to pay $1200. They were rude on the phone when I asked what it was about and asked me to go read the PDS. My old car was recovered in perfect state after which RAA now owns (fair enough!) And to make that $1,200 payment I got emails to remind me to pay but also no way to pay other than going into the shop or waiting on hold for 40 minutes. I requested for a call back but no one responded to my email. Finally today after being on hold for 40 minutes and another 15 minutes to be transferred to another department (which they could have asked me to ring directly) I finally paid off what I owed and safe to say will never deal with RAA again. Having a brand new car stolen and everything that comes with it, including not having a mode of transport in a job that requires a lot of driving, RAA has hands down made it so difficult for me. We pay insurance premiums for a reason, so our stress is reduced at the time of need. But RAA made sure that regardless of how long you have been a customer for, if its going to cost them money to replace a vehicle they will do everything they can to make your life difficult.
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Questions & Answers
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.
I have comprehensive ins. on my vehicle, recently I was sideswiped by a truck,after exchanging info we both drove off.I have a police report and a claim number . I received a verbal that my car is a right off..I have had this vehicle since new and it is excellent condition. If it is written off what happens next? I really do like this vehicle and have spent a lot of money keeping it in excellent condition.
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