First claim in 6 trips - and they won’t pay
We pre-paid for a private car transfer from airport to Amsterdam. It was a condition in fine print that we should contact the driver within 45 minutes. I called as soon as I could, but the driver had already left because he had another booking. We took 20 minutes to dock at aerobridge and another 20 minutes to disembark, and then 30 minutes to pass through passport control. This claim was not paid. I would have thought that loss through unavoidable delay would be paid. We lost 78 euros - not a lot but they still would have made a profit from ou...r premium. Also put in a second claim for lost watch (expensive and of huge sentimental value ) - no cover because when I lost it it became unattended luggage. Bloody lucky Emirates are more understanding- was in Lost and Found Dept and flew it back home AT NO COST TO ME!!’
BEWARE: RAA Travel Insurance Section 7 Exclusions.
RAA Travel Insurance Section 7 Exclusions. You are not covered for losses, liability or expenses if you accidentally injure your travelling companion or relative. Make sure that your travel companions have travel insurance and don't just believe it if they say they are covered.They might sue you to recover costs!
- Travel Insurance - Premium Plan
- Verified customer
Please be aware of RAA Travel insurance it is not what it is advertised to be
Booked our holiday to Thailand with the RAA travel consultant. Price was slightly more than opposition but because it was the RAA I trusted them to have no surprises. Dealings with the consultant were easy so we booked flights and insurance with them. Problems came when I had to change flights due to a medical procedure. Claim was denied on a technicality (Cancer not diagnosed until after insurance was taken out, however insurance denied due to my doctor screening me for cancer) and I admit I was wrong, but buyer beware I was not encouraged to ...or even asked about previous medical conditions. I should have read fine print after purchase. Upon being diagnosed with cancer I went to the RAA consultant and asked what to do? advised to put in claim (which was denied) and to pay extra to change the dates on my cover and advise of cancer diagnosis, which the consultant did over the phone to the insurance company. I paid an extra $60 and left the RAA office believing I was covered. Upon arguing my case with the insurance company re denied claim I accepted my loss and said at least I am still covered for my future trip (not for cancer). To my surprise the Insurance company said no you have no cover at all and you policy is void, I said but I paid extra and I have a copy of the policy with the new dates on it. This is where the insurance company and the RAA started just quoting clauses in the documents. In the end the RAA said they would refund my $62 (waiting) and suggested I take out a new policy. Which I have since done with the same company I have used in the past who by the way ask all the questions up front before taking your money and issuing the policy. I will not deal with the RAA in the future including not renewing any insurances or road side assistance.
Worst insurer, not south Australian, (Tokyo marine) made a claim for loss of income, as I fractured my ankle in thialand, sent off all paper work, everything that was asked, shock horror, claim was denied now I am out of pocket and no sick leave, I advise everyone DO NOT get raa insurance, (Tokyo Marine) fortunately only travel insurance is with Tokyo marine In Sydney, house and car are still south Aussie, but if their claim department switches, then sorry to say, but RAA will loose more business
Full of excuses.
We had to cancel a cruise excursion due to an injury previous day. Put in a claim with supporting documents. They looked for every excuse to deny claim. Next time we will buy Cover more Travel insurance.
Find another insurer
We spent the money to obtain what we thought was a good policy from a reputable insurer and bought the top level of cover. Only 9 days for leaving we were advised via email our transatlantic cruise around which our whole holiday had been built was cancelled. Being a family of four booked for Disneyland and over $12k in prepaid travel it was simply too late to cancel. The trip itself and all the last minute re-booking became a highly stressful event and due to the cost of all the last minute changes we were out of pocket for thousands of doll...ars. The insurer has completely denied our claim, managing to make a disaster of a trip even worse. We were given a voucher towards a future cruse (which they also attributed value to) which we are unlikely to use as this experience has completely turned us against the idea of cruises. Based on what the insurer has claimed, we also would not have been covered for the costs of cancellation if we had cancelled. Therefore despite paying for top cover and circumstances beyond our control we are thousands out of pocket. The argument for denying cover has been based on fragments of varying sections of the policy being pieced together to support their position all the while ignoring the fact he policy clearly states being covered for out of pocket costs when cancellations occur beyond your control. The underwriter uses underhanded tactics to avoid paying out a claim despite the result being unfair and not supporting what the policy purports to cover. This is not RAA looking after South Australians, it's a Japanese underwriter only concerned with protecting their profits. To ensure you are properly insured, go elsewhere.
Travel Insurance single trip to Sri Lanka
I took the travel insurance out for our trip to Sri Lanka, advised RAA that 4 month ago I was admitted to hospital for a angiogram during which they install two stents in partially blocked major arteries.
Following surgery I spent the night in ICU being allowed home the following day, now I take 4 more medications each day.
The RAA rep spoke with the insurance company and rang me back, they were more pleased to insure me with an additional $200.00 plus the standard policy of $214.00 = $414.00 for the 10 day policy covering me for all cardio events.
May be cheaper than some but aren’t there when you need to claim
Crap. Non helpful in claims and straight out sent them without even contacting you. They are in the Hussey business like the rest of them. Take take and oh you actually needed our services oh sorry we are unable to assist.
Frauds never go with them
Frauds, We go to them thinking that it's an Australian company but when you need a claim they will put a Japanese company in front and will completely go out of the picture and that Japanese company does not even bother anything. Very poor customer service. RAA is just making money by getting their commission from the policies little bothered that they are spoiling their name and loosing business. These foreign companies bribe the local companies by giving them commission and they themselves remain backstage. People take the policies due to RAA...and later find themselves in trouble when they do not get a valid claim as no one bothers. In my case I had to extend my stay as my father had passes away I even paid the extra premium for those extra days but still they did not gave any importace to my situation even though I surrendered them the death certificate of my father too. Never recomend them to any one.
We have found Raa insurance excellant. We had to claim after a trip to Japan and it was handled well .There customer service is also been good on phone and direct. We have only claimed travel insurance once.
- Verified customer
Don't do it
This company is completely useless. I regret ever purchasing Travel Insurance with these people.
We were on a holiday in Mexico and went to use a laundromat business, half our clothes went missing. The day after getting back to Australia I lodged a claim, I had all the information, all the evidence of purchase, everything.
Had've I known that I wouldn't hear back from them at all, I wouldn't have wasted about 4 hours that took me AND the money we paid for the insurance.
We sent the claim numerous times. After a week of not hearing a single...thing, not even a confirmation email, we called. We got the excuse that because of all the public holidays (Easter etc) the person assessing our case has been on holidays. So another 2 weeks passed and now we are in the month of May, about a month after returning from Mexico, and sending this claim. We called again, apperently this time they sent us an email but got the email addresss wrong, I'm not sure how you can get an email incorrect when we are the ones that sent the email. Plus the email address is on our policy. So we fixed up the error they had supposedly made, they said they would resend it. And here we are, no email and a crap review. Do yourself a favor and find another company. I wish we didn't.
No fuss claim payout.
Surprised to read below of others claim experience. My claims experience was 10 out of 10.
A China holiday was booked in Sept for holiday in April. Late Feb my wife developed shingles and is still ill some 2 months later (and looks as though will be for some time) and unfortunately had to cancel our trip.
I completed online claim form and followed instructions providing all documents which included a letter from doctor. I told my wife that the doctor's letter had insufficient info for an insurance claim and despite her protesting I was ri...
Get's easier everytime!
Very friendly and informative phone contacts.
Easy to fill out forms when applying for travel insurance (second time was able to complete medical assessments myself on line).
Still waiting on a claim settlement, I will review claim process in a few weeks time.
worst experience, they tried any thing to get out of paying anything at all
Will never insure with RAA again...this is the second time we insured with them first trip we didn;t need to make a claim , this trip we had two suite cases destroyed by baggage handlers and a phone damaged in a storm, Raa split the claim in to individual items and then put the $100 excess on each item , this made it almost worthless claiming anything , waiting on a hospital bill and wondering if they will spit that in to individual parts so they don't have to pay ...
Forget any medical review
We have used RAA travel insurance a lot in the past.
The medical assessment process is flawed. They use the same questions as everyone else, which is fine, but do not consider any sort of individual circumstances. What you are told on the medical assessment online review is final, there is no manual review process (confirmed by RAA). This process is behind the times and not up with current medical practices. COVERMORE and probably others (but not Insure&Go) provide a manual review process where they will look at individual circumstances. In my ...
Non existent customer service.
Very straight forward lost phone overseas case.
Lodged claim online, received a follow-up email some days later looking for more paperwork which we fwded off. Then NOTHING.
20 DAYS and follow up emails and phone calls, no response. Reading through the reviews here I wish I had have consulted you guys first and learnt what a sham this cover is.
Obviously I've done my insurance money but I have now cancelled my premium roadside assistance on both cars in our house. Hopefully these peanuts get the message that saying you are local is quite different to acting like a local.
Here we go again - snap
Snap, however knee injury happened before the trip started which meant we had to cancel. GP was disbelieved When he declared no preexisting. Gross invasion of privacy asking for full medical history with no guarantee this information would not be misappropriated.
Worst travel insurance ever.
First time using, will never again! The 24 hour emergency can’t even help you if it’s a Saturday. Yes they’ll answer the phone. No it’s not a person located in Australia (as promised) and no they won’t help you until Monday morning when ‘a doctor can assess the file’!!!!!!!! Terrible. I have since found out they are owned by some Japanese crowd?!!?!??
Would not pay my mother out or father
Stay away from Raa travel insurance as will not pay out even if you have letter from doctors .my mum had back pain and ended up having operation on back and couldn't go on cruise they had booked my father had to stay back and look after her so couldn't go as Well and they would pay for either person shame on you raa my father has been a member for over 50 years
- Verified customer
RAA Travel Insurance trip cancelation claim due to knee injury
I have used RAA Travel Insurance 4 times in the last 18 months to cover overseas holidays. Most recently we had to cancel our trip because my husband injured his knee which made walking too painful to access the listed trip activities. After the injury he saw the GP the very next day then had a series of follow up appointments trying to find a quick fix. Eventually cancelation was the only option. The GP completed the Tokio Marine Medical Certificate stating that there was no prior history of the injury. A claim was submitted which included eve...ry piece of information requested. I had to follow up the claim as I’d not been contacted after 10 business days. Then I was told “copy of your full medical history (including Patient Health Summary, progress notes, investigations, referrals, reports etc ...) from your usual GP from a year prior to the date of policy purchase until present” is required My husband made an appointment to see the GP regarding the additional information requested. The GP had NEVER been asked for such information in this way before. Always the request had come to him directly from the insurance company with a form for the patient to sign giving permission for the information to be released. He was not prepared to give the information as the request was highly irregular, he didn’t know how it would be used and it could invalidate his medical indemnity insurance. During the appointment the GP phoned the claims officer at Tokio Marine to say his request was unethical and he could not provide the information via the patient; only if requested by the insurance company. Many phone calls later to RAA and TokioMarine and the claim has not been resolved. Without the requested information, Tokio Marine will not process the claim. The GP has stated there is no previous history and is not prepared to supply health information that does not relate to the knee injury. Others need to be warned RAA Travel Insurance will not pay an injury claim without receiving a full medical history of the patient.
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|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Contact Number||08 8202 4600||08 8202 4600||08 8202 4600||08 8202 4600||08 8202 4600|
|24-Hour Phone Contact||No||No||No||No||No|
|Online Live Chat||No||No||No||No||No|
|Underwriter||Tokio Marine & Nichido Fire Insurance||Tokio Marine & Nichido Fire Insurance||Tokio Marine & Nichido Fire Insurance||Tokio Marine & Nichido Fire Insurance||Tokio Marine & Nichido Fire Insurance|
|Maximum Age Covered||101 years old||101 years old||101 years old||101 years old||101 years old|
|Overseas Emergency Assistance||Not Included||Unlimited||Unlimited||Unlimited||Unlimited|
|Accidental Death||$25,000||$25,000||Not Included||$15,000||$25,000|
|Emergency Dental||Not Included||Unlimited||$500||$2,000||Unlimited|
|Pregnancy (max weeks)||26 weeks||26 weeks||26 weeks||26 weeks||26 weeks|
|Resumption of Journey||Not Included||$5,000||Not Included||$1,500||$5,000|
|Hospital Cash Allowance||Not Included||$6,000||$1,500||$3,500||$6,000|
|Overseas Emergency Medical & Hospital Expenses||Not Included||Unlimited||Unlimited||Unlimited||Unlimited|
|Loss of Income||$5,200||$10,400||Not Included||$5,200||$10,400|
|Permanent Disability||Not Included||$25,000||Not Included||$15,000||$25,000|
|Luggage & Personal Effects|
|Theft of Cash||$250||$500||Not Included||$250||$500|
|Delayed Luggage||$500||$750||Not Included||$500||$750|
|Credit Card Fraud||Not Included||$5,000||Not Included||$1,500||$5,000|
|Travel Documents / Passport||Not Included||$5,000||Not Included||$1,500||$5,000|
|Maximum Single Item Limit||$1,500||$3,000||$750||$1,500||$3,000|
|Luggage & Personal Effects||$7,500||$15,000||$2,000||$7,500||$15,000|
|Rental Vehicle Excess||$5,000||$8,000||Not Included||$4,000||$8,000|
|Motorbike / Moped Coverage||Included||Included||Included||Included||Included|
|Domestic Pet Care||Not Included||$650||Not Included||Not Included||$650|
|Special Activities Packages|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Included||Included|
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