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.
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!
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.
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 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.
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 resolution re my lost keys. Have sent them quotes but have no reply yet.
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
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