I recently lost a set of keys, including a car key with all the bells and whistles. They fell out of my bag while I was walking the dog. Reported to RAA and was asked if they had a name and address on them, when I replied No was told they would not be covered. Why would you have these details on a set of house and car keys? So someone could enter your house and rob it and drive away in your car? I asked if I was wearing a necklace or earrings and one of these items fell off would they be covered as no-one has name/address on these and told they would. I have the accidental cover for items used outside the home and thought I would be covered. I have done the right thing by submitting a police report and even making notices about the loss with my phone number included. I have handed these out, asked walkers in my area and even letter boxed with no success. No luck. I am now getting quotes from other insurers as I won't be renewing my policy which is due in a few days.
Never could believe me
I had an incident with someone's car and I was discussing the matter with raa staff over the phone and whatever I said, she said I am wrong and asked me evidence and whatever the other party reported, she accepted. I felt that I am negotiating with other party's LAWYER, not raa customer service. I have two cars insured with raa and wanted to insure my home with them,as well, but got the lesson to find a better insurance company. Raa is an excellent insurance company as long as you keep, calmly, paying them. When it comes to costumer service? fever and pain!
Dodgy, dishonest, unethical liars
Appalling unethical behaviour, took months to deal with a valid claim, then tried to refuse it on incorrect information, failed to disclose hidden policies, tried to change a policy retrospectively to avoid paying a claim, very stressful experience. Very unprofessional, incompetent company. Don't deal with them, they will do anything to avoid paying a claim!
iPhone X was lost on a trip and dealing with Optus insurance resulted in 3 hours of being on the phone waiting and being told different information by different people. RAA sorted by claim in 10 minutes on the phone and approved in less than 24 hours. Thank you RAA.
Claim their road side premium membership covers majority of services, but when I had a flat TYRE and no spare, they claiming the towing included in my membership doesn’t count as it isn’t a mechanical issue and needed to pay an additional $100. Called again the next day for them to change the TYRE but refused as it wasn’t on the rim. Nonsense company, waste of $200 membership. Will not be joining again.
WARNING - Do not use RAA!
* Do not go anywhere near this organisation. They are liars, cheats and thieves, providing all promises but fabricating evidence when a claim is presented. My simple claim was around $1000 and has been drawn out for over three months before being finally disallowed. The net result, now cancelling three car policies, two house policies and two roadside covers as I do not want anything to do with these crooks. No doubt they are very proud of themselves!
Claiming damaged phone has been a hassle
Policy was easy to set up through the local RAA service. And I love dealing with them. But as soon as you have to do any claims, you need to phone, are on hold for quite a long time and I haven't had a good experience. I've now been two weeks + without a phone. I have done everything I need to in a timely manner (posted the phone etc) but my claim has been accidentally cancelled once, customer service representatives have given me the wrong information on two occasions. When you are on hold, they ask whether you'd rather email and give those details. So of course that seems like the logical thing to do except they take weeks to respond to your enquiry. I like supporting them because they are SA based but this has been a bit tricky to organise. I'm about to call them AGAIN to see when my new phone will be here. Don't have high hopes!!! I'm just glad it's something minor like a phone and not a flooded kitchen or something!
Claimed my IPHONE on accidental damage as that's why I have it.
Got a letter from Apple, stating it needed to be replaced.
Now they are telling me that i have to take it into the store to be sent to the head office before they will replace it.
I have a letter why else do I need to wait.
Took it into a branch now and told would be sent off straight away, Called again, haven't received it yet.
In the mean time I have to wait without a phone, for them to receive it.
GRRR Thinking of cancelling my policy.
Customer support is very poor for existing customers. I rang with a simple question about to seek for information about my increased premium and the 'customer support person' over the phone was really rude and raised his voice at me. Customer support service treat customers with contempt.
RAA Home and Contents Insurance Claim - Prompt excellent Service by local SA Service Team
This week I needed to make a claim for food spoilage after major flooding and storms caused significant power failures across the state. My claim was actioned promptly by the caring and dedicated team at RAA Insurance. My claim was completed in less than 2 days. Now that is service. Well done RAA Insurance.
they just ignore you when you make a claim to do with an exsiting issue if they do not want to deal with it. no phone call and nothing in writing. they are so rude and treat their customers with comtempt.
It's refreshing to speak with local customer service
I've been with RAA for several years and they have always been a pleasure to deal with. Friendly customer service, prompt attendance and peace of mind. What more can you ask for?
Major fire still not finalised. Dealing with incompetent thieves helping themselves to family belong
No way will I ever do business with RAA again. It will be too easy to stage a burglary now that some things have been replaced with new and they have details of my claim and valuations. Delays, false payout figures, dodgy scams, theft on a big scale. What customer support do they make, I never found any but having to deal with incompetent thieves on my own, RAA would not take police action. FOS working to rectify masses of problems, then on to Police fraud squad, and court action for compensation on the near horizon. If you let them know your security details, watch out. Their ethos is theft from top to bottom.
August 28th 2017 Update: RAA have not honoured the terms of their policy because they are incompetent.
Keep a detailed account as every situation arises, it can then be taken to court as proof of mismanagement. Take photographs of damage to build and contents and compare them with pre-fire damage.
RAA prefers total destruction, making payout easier for them rather than having to restore and replace.
Ombudsman fought to get my claim finally settled after two years of struggle. Compensation withheld due to loss of medical certificate.
Customer Support from RAA is zero. When faced with theft by their employees they are aggressive, they do not have police checks on their staff.
Workmanship is shoddy, fifth rate.
Builder could not build a replacement carport.
Delays with repair work, fraud, incompetent assessors in collusion.
Scams for claims for non-existant work.
Under quoting for reimbursement of repair work
Excellent service and recommended
Recently switched to RAA after 20 years with other insurers. Unfortunately, my laptop (which is essential for my work) was stolen last weekend. I felt terrible about claiming so soon after taking out the policy, but RAA were absolutely superb and the ladies who assisted me were first-class. Speedy, zero hassle and friendly. I would thoroughly recommend them.
Not the RAA we used to know
RAA home and contents insurance are a joke. Good policy but their underwriter IAG are all idiots. After a recent breakin followed by damage from a burst water plumbing they sent an assessor who was thorough and quoted correctly for damages he can see and expect. This was followed by another assessor which estimated a much lower figure to fit their own estimate. This led to lots of discrepancy as all the contractors later found more damage as expected by first assessor. Been 8 months now and when we complained we ended up being watched and interviewed by their private eye investigator which is a total idiot. Essentially, if you live in a not preferred street and you are Asian , might as well don't bother insuring with RAA. They treat honest people like criminals. Will be cancelling all of our policies with RAA and no more of their BS.
Poorest customer service ever!
I submitted a simple claim over 6 weeks ago and it has still not been resolved. Their customer service is awful. I have spent literally hours on the phone trying to initially make and then follow up my claim. They do not call back when they say they will. How are you supposed to finalise a claim when you can't get any response from the company?
Amazing Product From An Amazing Company
Recently purchased a property and had RAA upgrade the current alarm system. We now have it monitored by cellular and doesn’t need a home phone line. This also gives us an "App" to turn the system on and off as well as check the logs of when the system was armed and disarmed.
As we have pet's it was critical that we minimise false alarms using Pet Immune detectors, so far I am over the moon! Not a singe false alarm.
The system was installed with care and any extra holes left from the old panel were patched up by the tech. He also had his own vacuum and cleaned up any mess that was caused by the work performed.
We had one minor system tweak we wanted done after installation (the zones bypassed when we are home/sleep) and this was organised with a minimum of fuss. While it wasn't resolved at the first appointment, they organised another person to come and make the change. Both of these appointments were organised at no cost to us.
We are now very happy, save 30% on our contents insurance and feel even more secure in our home.
RAA are not an insurance company, they are IMA aka insurance Australia Group Ltd (IAG)
You will never deal with an actual RAA employee. They will all be IAG once a claim has been made.
These guys are crooks. 26 months post fire and still nowhere near settled. They started with one page repair scope of works, then 1.2 pages. Sat on that for four months. Got one of their experts in who did a fair job, and created detailed 16 page Sow......then they ignored it. Watered it down to fit their preconceived figure.
We have detailed info showing that they created the payout figure prior too any costings. Also companies that have never seen their apparent "quotation" that the insurer provides. Super dodgy. We are at the financial ombudsman service, and will be going to Victoria Police fraud department immediately after.
You have been warned.....go to Suncorp, Allianz or AAMI
I cannot imagine a worse experience. My house was broken into more than three months ago. The front screen door and wooden doors were smashed. I had no less than six people come to my home for various quotes and inspections. My door was barricaded with ply wood for safety - meaning I couldn't use the door - not to mention fire safety issues. 7 weeks and many complaints later - a temporary door was installed. It is now 14 weeks since the break in and no repairs have been done AT ALL.
I asked to be paid out so I could do the repairs myself - the value of the pay out fell by more than a third immediately. It took more than eight weeks for any agreement on key electrical items to be replaced and I need for work!! Every small bit of progress takes a multitude of emails and phone calls. I am very distressed and stressed.
Do not go there
Building and Contents Insurance
Sadly as an existing RAA member and having purchased numerous previous products from the RAA I was very supprised to find out that even with extensive customer loyalty discounts the RAA building and contents insurance policy was still more expensive than the major alternatives.
Whilst they do provide these discounts it is very deceptive and pointless when after they are applied they are still upto 30 percent more expensive.
As such i have cancelled my purchased policy and moved elsewhere.
I Contacted the relevant Manager seeking an explanation, he was unable to provide one.
I suggest you shop around and do not accept that loyalty discounts are always beneficial.
As the RAA have store fronts, this is far better than just relying on call centre staff alone.
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