Terrible service, kept my policy running after saying it was cancelled.
Had car insurance and home and contents with RAA, have since cancelled both due to terrible service. They kept taking my money for months after I cancelled my home and contents insurance so I definitely wouldn’t trust them.
Had our first car accident so lodged a claim online, the website said they’d be in contact within a certain timeframe. However no one contacted within this timeframe.
You pay insurance for years without claiming, if your insurer can’t fulfil their promises, especially simple ones like this, you should leave.
Found the cla...ims department difficult to deal with and get information from. A crash repairer ended up telling us exactly how to handle it and who to call. Spoke with the other parties insurer who provided quick and amazing service and would call when they said they would.
Disgusting lack of response
Placed a claim for damage caused by the hail storm in October 2021. Its now almost march 2022 and still nothing despite repeated emails asking where my claim is at. I've paid for an electrician to verify my claim of electric motor failure so I'm further out of pocket. I've now lost patience with RAA and am cancelling policies with them despite being a customer for the past 20 years. I figure my current claim is a lost cause. I DO NOT RECOMMEND RAA INSURANCE of any sort. Very disgruntled
Absolute thieves who look for any way to get out of a claim - AVOID!
We have had two Home Insurance claims through the RAA and both have been a nightmare. The first one on a leaking pipe which damaged our kitchen. At first RAA assessors came out and wiped their hands of the matter, claiming it was wear and tear. Our Cabinetmaker convinced us to fight the decision, which took some weeks but eventually RAA came back and wanted to cash settle for $3,000. We declined this offer and upon removing the old kitchen discovered water damage to the floorboards and wall beams totalling $11,000. RAA then disputed our tradesp...erson's quote and wanted to use their own tradesperson, who's quote was actually higher than ours, so while they not only shot themselves in the foot, they also caused us months of frustration by having no kitchen in our house while we constantly chased them for an outcome. Overall time from damage to repair on this claim was 9 months. The second claim on Storm Damage during the recent Adelaide Hailstorm event, our roof suffered broken tiles and damage to the internal beams and ceiling. A report and quote was provided by a builder as RAA requested, as well as temporary repairs conducted and paid for by myself to stop further rain coming into the house. The RAA are now trying to claim the damage is not an insured event and is simply the result of the roof beams failing??! (Since when do houses just fall down??). Mind you this is despite us having re-roofed the whole house 10 years ago. The Ombudsman is now involved which has caused the RAA to now dispatch another builder to quote and conduct repairs on the broken ridge tiles and water-damaged ceilings - 6 months on from the storm event. So once again they have turned a seemingly straightforward claim into an absolute saga. Their decisions on claims are also sent in a coldly-worded email, no one has picks up the phone to call you. Which means the customer must call them back and wait hours on hold trying to get hold of someone. And then, their claims staff are rude, talk over the top of their customers and have a complete lack of empathy. Unfortunately paid the policy upfront which lapses in 2 months, so not worth the hassle of cancelling and stuffing around with a piddly refund. But will definitely be taking our business elsewhere and encourage everyone else to do the same. It's just a shame I didn't check these reviews earlier as there are many other complaints of a similar nature.
Hopeless, stressful, worst experience ever
12 months since lodging our claim after a hail storm. Numerous times we left work to meet assessors or contractors to be left waiting because the work orders had the incorrect address on them. Several times we tried to correct this yet this mistake continued. Multiple delays, we have had to ring and chase everything up ourselves to be constantly told they are looking into it. Extremely poor communication, they are just full of excuses with no one actually being able to answer any questions regarding the claim
After numerous complaints with sti...ll no outcome we have had to lodge a complaint through AFCA.. AFCA have been helpful and kept us informed however RAA are still unable to make a decision as they await yet another engineers report... For the extreme stress and anxiety this claim has caused I strongly recommend avoiding RAA at all costs
Do not go with RAA. Horrible customer service and will not cover you for anything leaving there insurance worth nothing
RAA stated they would cover inner ceiling damage caused by water leak through my roof. After providing them all information and my building inspection they then refused to even cover what they originally said they would. They have refused to let me speak to a manager when I have asked to and have spoken horrible to me on multiple occasions. Also refused to discuss make safe strategies for my property while I escalated my complaint. Do not buy insurance from RAA it is worthless and they are immoral.
BEST CUSTOMER SERVICE
Leaking dishwasher claim and a $400 gap payment. Unable to work due to getting cancer. RAA waived the gap , I'm forever grateful. Thankyou RAA you got a customer for life
This is nothing more than legalized theft !
It appears they have been taking money from you for years under false pretenses only to deny any valid claim. This is nothing more than legalized theft. I will be cancelling all of my policies with this mob and going to Allianz !
Employs deceptive Engineers to assess claims who fake evidence
My shower drain developed a water leak allowing water under the house and into the sunroom. This caused the sunroom to pull away from the house creating major damage. A claim was made after discovering where this leak came from. A Consulting Engineer was sent to to assess if this was what caused the damage I was claiming for. The engineer was late getting here, spent less than 25 minutes on investigation, the checks he did do had nothing to do with the claim and did no testing of any sort to determine the cause. As the sunroom is falling down, ...he and his son took deceptive and false photographs to represent a predetermined narrative to have my claim denied by positioning posts and taking photographs of trees not on my property to represent this as my fault. 35 points in the engineers report are totally deceptive and falsified. There are lies in this report that can be proven but the RAA want you to waste your time and money taking them to court and will do whatever they can to get out of their responsibility and obligations to you. I have engaged a solicitor and an Associate Professor of Civil Engineering to have this engineer removed from the civil register. I would never recommend RAA insurance for anything. I will now make it my life mission to post this engineers report wherever I can so people can see the deceptive tactics they use to get out of paying. You have been warned plenty of times on here about their terrible record. A star rating of 2.3 is shameful. The customer service is disgraceful and the staff handling the claims are thoroughly disrespectful and argumentative towards the client. Basically they are taking money under false pretenses with no intention of paying. I always thought I was safe paying them to look after my needs, after this all my friends are switching to Allianz in a group changeover. There are 9 home and contents and car insurance polices they have lost right there. This is not over and I will at every opportunity get my message across to the community who deserve better than this trash company. DONT USE THE RAA.
Home and contents
Lodged a claim for stolen earrings ,they gave poor customer service and declined the claim for theft putting it under accidental damage, because we were renovating and had tradesmen in our house, we couldn’t prove when the theft had happened , refusing the claim by stating tradesmen were authorised to be in our house! we have been with the RAA since 1985 time for a rethink
Terrible customer service!! Avoid at all costs!
Incredibly rude staff
Exponentially expensive rate increases
Staff are belittling, provide zero support and very patronising.
Only lasted a year as their premiums went through the roof. When contacted to discuss they were very rude, basically telling me to deal with it.
Incredibly rude staff. Every time I have made contact to discuss my policy the staff have been belittling, rude and patronising. Their premiums increase at an exponential rate and provide no support over the phone. Zero customer service. Within 10 minutes of looking for anoth...er policy I was able to find a policy that covered more for half the price. Unbelievable. Have never had an issue with their road cover but never again will I recommend RAA for home and contents insurance. When I called to discuss my policy the staff told me I would just have to deal with it. I was then told blatant lies by one staff member, which was confirmed by another staff member. AVOID! There are many insurers out there whose customer service is of a much higher quality.
So much trouble
In 2017 we contacted the RAA because we had water damage in our hallway. After an inspection we were informed that it was ill seated shower taps and as such, a maintenance issue and not claimable under the terms of our policy. We replaced the taps and repaired the damage at our cost (about $1500). The damage returned. Again we were advised that it was a maintenance issue (this time the shower floor) and not claimable. We had the shower floor resealed in September 2020 and replastered and painted again at our expense (another $1500 or thereabout...s). We noticed damage again within two months and promptly contacted the RAA again in December 2020. The builder they sent, again told us it was a maintenance issue and not claimable. We insisted on a plumbers report which found the pipes beneath the bathroom had disconnected and the waste water from the shower, bath and vanity was all discharging into a void beneath the floor. (Thank you Priority Plumbing!) The RAA engaged a loss adjuster who has until now (Mid April 2021) failed to make any progress to the claim despite my advice that with a serious knee condition, travelling to the upstairs bathroom everytime I needed to use it, was a significant challenge. After multiple informal complaints to both the loss adjuster and the RAA, I eventually made a formal complaint. So far this has only resulted in the claim being accepted. I requested an engineers report which took nearly two months, in part because the plumbers that were engaged to provide footage beneath the bathroom floor, removed a brick under the study floor (the room next door) and unsurprisingly this was not the source of the problem. After more than 4 months there is still no agreement on the extent of the damage or the scope of repairs and no repair work has been undertaken. The only building work has been done was to make a whopping hole under the study floor which has not yet been repaired. We have had to fight every step of the way and so far all we have received is delay and incompetence. We have been with the RAA for over 30 years and were not expecting to be treated as shabbily as this.
Happy Home Insurance
Over the years I have been with a number of insurance companies, but I have always gone back to the RAA for their high standard of customer service. They are so easy to deal with and I cant speak more highly enough about them.
Home and Contents Insurance after Grass-fire damage
We recently had to make a claim after a grass-fire damaged our fence and the house had smoke damage.
The insurance assessor was very prompt and arrived to asses the damage one week after the fire.
There were no problems with any part of the claim and we got money to replace the fence 2 weeks after submitting the quote.
The assessor organised for our mains water pipe to be replaced, painting of the walls and ceiling,carpet and rug cleaning, curtain cleaning, air conditioner cleaning and even organizing an air purifier for a weeks hire to clean the air.
I could not recommend RAA Insurance high enough for coming through when they were needed.
No coverage for old house
They accept insurance premiums on our old house but won't cover anything because of age. What a rip off.
Over priced and use what ever loop hole they can to get out of paying.
Good bye RAA
I made a claim on a damaged phone. Was told information on phone when making claim and then they paid different amount. It was inferred that I didnt understand information given, so I insisted they listen to two phone calls that confirmed I was told what I stated as fact. I received an email from RAA saying they had listened to calls and my version of events was correct.... No apology and the wording of an email from RAA inferred they were doing me a favour by paying me what they initially stated they would. Well, I am a man of principle a...nd want an insurance company that does the same. Good bye RAA. Found house and contents offering more for less price. All you had to do was apologise and you would have kept me as a customer. You also lost a close friend of mine who witnessed your mismanagement of my claim.
Questions & Answers
Hello. What kind of damage to a mobile phone is covered if it is included in my home and contents policy
Sorry no claim was made for a mobile phone ours was fencing and fire damage from a grass fire to the home but no mobile phones were damaged at the time so cannot answer this for you
In SA which loss adjuster do you use in the event of a home insurance claim?
Hi David, we are currently in the middle of a long term claim with RAA and have been connected to a loss adjuster from YDR Chartered Loss Adjusters.
Is my lost/stolen mobile phone covered by contents insurance?
Hi Natalie I can’t answer that question, you will have to ask them depending on your policy. If they say no, don’t take their word for it, read your policy and double check. We found them appalling to...deal with. They went to extraordinary lengths to not pay a small, valid claim. They eventually paid it as it was very clearly covered under our policy and we started action with the Insurance Ombudsman but the whole experience was very unpleasant. We were lied to, they withheld evidence when we asked for phone recordings which proved what we had told them, they even retrospectively changed a policy! We cancelled our policy with them and are now insured with a much more reputable business. I strongly suggest you find another insurer. Imagine what would happen if you had a big claim!!!
If there is nothing on the phone to identify you, they will probably reject your claim. Try to claim it and if rejected complain to the Ombudsman. I have found them helpful. I am still waiting on a re...solution re my lost keys. Have sent them quotes but have no reply yet.
Hi Natalie, depending on your policy and options you've chosen your mobile phone could be covered. The best option would be to give us a call on 8202 4567 so we can check your policy for you and provi...de advice on how to make sure you're covered for the things you need, like a mobile phone or laptop etc. Kind regards, Laura
Get an answer from our members and Royal Automotive Association representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.