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.
Not happy with RAA at all. Bunch of thieves
lease please don't go with RAA. I had comprehensive car insurace with RAA and was Agreed value when i insured my car, ihad a car accident in victoria i went for a short holiday and when i called them to make a claim they assessed the car and said its a total loss and we will pay you the settlement, they called me again and said the agreed value is too hight and the market value is only 18k, why would you even accept the agreed value when you think its high? Why would you charge me extra for premium when i chose the agreed value? . I will take this to my lawyer and take it forward to the court.
Haven't made a claim but seemed pretty run-of-the-mill to me. I haven't ever had to make a real claim with any insurance company, so I guess that's where the real proof will be when and if that time comes!
- Verified customer
Accidental damage claim
Agree with the others posting about their ridiculous process for accidental damage claims. Xbox won't work since we moved house. They expect me to take it to a repairer, get them to write a report and pay the costs for that (which I may get back). What is the point of accidental damage cover if they expect all the reasons why it doesn't work anymore? And the excess is $150 on that when it is $100 on my insurance policy. I cancelled the claim and yet it sits under "completed claims" on my account. It should be deleted as it was NOT completed. I'm really disappointed and think the process is completely ridiculous.
Excellent, quick service.
I had a broken ipad pro 10.5 that I made a claim for on our accidental damage. RAA were fast and efficient. I was more than pleased with their service. They did ask for proof of the ipad specs which was no problem.
A few years back my husband had a car accident and our car was written off. Again RAA provided fast and efficient service.
I am happy with RAA and based on our experience with them would recommend them to others.
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.
- Verified customer
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!
- Verified customer
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.
- Verified customer
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 de...tails. 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.
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 you...r 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.
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 inter...viewed 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.
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Questions & Answers
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 resolution re my lost keys. Have sent them quotes but have no reply yet.
RAA o.Royal Automotive Association
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 provide advice on how to make sure you're covered for the things you need, like a mobile phone or laptop etc. Kind regards, Laura
My son dropped his mobile phone from his shirt pocket whilst on the roof of our house it has smashed beyond repair the phone is on an optus plan with a $500 cost for replacement is this covered under our home and contents insurance accidental damage?
RAA o.Royal Automotive Association
Hi John, so sorry to hear your son's phone is broken! We can certainly check whether this would be covered under your insurance policy for you, are you able to please provide your full name and policy number, as well as your DOB and address (for privacy) to email@example.com? Cheers, Laura
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