RAC WA Home & Contents Insurance

At far as I am concerned dealing with RAC has been one of the worst experiences I’ve ever had. They are super cocky & tell you if you aren’t happy just complain to AFCA, well my advice would be don’t waste your time. We had several issues including way undervaluing everything that was damaged & not one of the complaints I lodged with them went in… Read more

my favour. We have been insured with RAC for 11 years & had one other claim so hardly be a bad customers to them & your are not believed at all & the argument I had with DAWN WOOD from RAC Complaints Resolutions department was next level. As far as I am concerned RAC & AFCA are a legal SCAM. From this experience I would will be thinking twice about having household insurance again, it definitely shouldn’t be this hard & the complaint took 2+ year to come to a conclusion. They come & removed 1/2 the ceiling in the lounge room & carpet 2+ years ago & still to this day they haven’t repaired it. A copy of my file was sent to me by a staff member of RAC & the things they had in their note was next level disgusting about our house & things that had nothing to do with the claim.

Exceptional Service from RACWA Claims – Our under sink water filter fractured and water flooded our living area, about 100M2, solid timber floor. Fortunately the electricity tripped off when water reached a power board and I woke up. By the end of the passageway I was paddling, water everywhere. Shut off the water then at 5.30am mopped up, dragged sodden rugs outside. Took about 3… Read more

hours. So, 9.30am Saturday morning phoned RAC with claim. By 10am I had an email with details of the company to assess the floor, the company to collect and clean the rugs. It all worked like clockwork, so efficient and they even paid us $4500 for accommodation some months later and the wood floor had dried as we had to move out whilst the sanding and resealing was completed. The under sink cupboard was replaced, the rugs cleaned and returned. Could not have been better. No hassles just great service.

Fence claim – Made a fence claim online and sent photos ect but forgot to add the original quote of my half to pay so i sent return email they sent me with claim number. Next day i phoned them to see if they added the quote and they looked at it and said the money will be in my acc asap. The lady was one of the best i have spoken to on any service in my long 65yrs on this planet. Show details

5 star service – I want to thank Tonya for her help today sorting out my sons home contents policy and clarifying a few things today.She went above and beyond and fixed everything for me,great phone manner and personality. Great assett to RAC.. Show details

The name used to be all about before when it was such a trustworthy insurer, but not now!, they started to be ridiculously unreliable and do whatever they can not to pay for the services they offer to cover under the policy agreement, just ridiculous rise in premium each year and nothing in return, absolutely wolf in sheep skin!!! Show details

Been with this mop for over 30 years insured house, content,and car. Recently the fence rusted and when there were storm fence start to collapse. Try to claim and they denied it. They say its whare and tare. And its also took 3 to 5 weeks to get the answer that realy dissapointed. After thousands of dollars we paid for what we spent on insurance. Its really dissapointing. RAC like to take our money but dont like to pay you back .. Show details

After over 30 yrs with rac we will be looking elsewhere, (this senior was so disappointed We had minor roof damage from a storm (2 leaks) without any notification our excess went from $200 to $500, and after taking 3 days off work to have different people come over ... to tell us the capping on our well maintained tiled roof is cracked(and had… Read more

damagedinside... and that is not covered for STORM DAMAGE! Told it was up to us to fix as it's our maintenance program Then I checked after juggling with my contents coverage I lowered down $100,000 I was paying more to keep my $200 excess... much much more Do better

Let RAC know the age of a property at the time of taking out a policy. Had water damage caused by a storm a few years later. Although they did cash settle the claim to what they thought was a fair amount they refused to organise anywork themselves or warrant any work as the building wasn't up to CURRENT standards despite being built in the 60s. I… Read more

showed evidence of the building standards at the time and how it met the standards as per the original assessors report. They then proceeded to get a second building report that showed roof pitches etc that was current at time of build. All they do is deny and deflect as others have stated. Would recommend using any other company

Always had an excess of $200 on our home & contents policy and recently, we received the renewal notice showing excess had gone up to $500 and premium had also increased. When I called up to find out why, they said that all policies had been reviewed and excesses were increased accordingly. However, i still had the option to change my excess back… Read more

to $200 and when I told them it was pointless increasing it to $500 when $200 was still available, they argued that it was their process as part of their review. (non-sensical excuse). I was not convinced that was the real reason. Basically insurance companies increase their excess year on year to make the increase in premium look as little as possible. It is really deceitful especially for elderly customers who probably trust that the renewal details for excess remain unchanged. I think this type of matter should be investigated by AFCA. Its no wonder people do not trust insurance companies, they are dodgy and would rip off customers in the name of profit.

Been with RAC WA Insurance for a fair few years for my vehicles as well as home and contents insurances for my own home and investment property. Recently I had refinanced my home loans with a bank and they required a certificate of currency for each property. Their requirements were that our full names were in the correct order, no acronyms for… Read more

addresses (Street vs St) and that the bank name had to spelt in a certain exact manner in full.

So I logged on to an online chat and submitted a query with an agent online at RAC, while at the same time I had both policies in front of me which needed updating. I had prepared in advance the exact changes I required so I could make things more efficient. The agent was polite at first, verified who I was, then proceeded to ask me what needed updating, so I sent her my prepared texts which indicated which sections required updating.

Not long after, the agent out of the blue replied that all the changes I had requested were already showing on the policy, told me that she could not help me with the second policy and ended the chat! Not even giving me time to respond!

Now, I know this is not true because in front of me on the screen with the two policies which were still not updated! I even refreshed the screen in case I missed any updates, but no, still seeing the not updated wordings in both policies. Such an incompetent support agent who straight out LIES! I even had all the text prepared, all she had to do was to copy and paste into the respective sections to update!

This left me with a very bad impression but I was still needing the updated certificates for my refinancing and I couldn't afford to waste any more time. Therefore, I decided to cancel my current home and contents insurance and go with another insurer, who had better premiums anyway.

BTW, I had to contact the new insurer to amend the bank name in the new policy and after 15 mins online with them in their chat, it was all done and dusted!

Sorry RAC, your incompetent agent caused me to bring my business elsewhere. This agent should not be working in this position if she didn't want to help people and straight out lies then cuts people off in the chat.

Solar panel fire 4 months ago. RAC avoids questions and requests regarding scope of repair and who will organise – Had a solar panel fire 4 months ago. RAC avoids responding to questions and requests regarding the scope of the repair and who will organise them. I get emails from them completely ignoring this. These details are claim management 101 Show details

Disappointing claim outcome – I paid a premium compared to other insurance companies as i thought they had a better reputation if i needed to make a claim. How wrong was i, as after submitting a small claim which multiple other insurance companies like Budget Direct and AAMI clearly state on their PDS wouldn't incur a excess change i was advised they wouldn't take my claim as… Read more

the excess would cancel it out. Needless to say i will be taking multiple policies elsewhere as the renewal comes through.

The worst experience I ever had with an insurance company – short for many words, ( RAC INSURANCE) has become the worst insurance company in Australia Show details

Excess increase – We made a claim for a leak in the bathroom ceiling. It went back and forth a couple of times. It's fixed now. I was gobsmacked when we got the policy renewal, the excess went from $500 to $750 and of course the price went up as well. Does no one care about cost of living and those struggling? Really makes me wonder why we have insurance after some of the reviews on here!! Show details

Kidding me? – Terrible!! Their contractors are scammers. 1 outdoor flood light replaced 6 hours. Took 10 minutes if that. Re pin eaves , guy was here. Not more than 25 minutes. Spent 15 minutes on his mobile. Cleaner to remove debris after storm, 6 hours ???? Was here for an hour ,was on his mobile for ages . Still leaves and sand everywhere . Leaf blower hahahah my hairdryer would of been better . Show details

House and contents huge increase – Update 02/03/2026 We've left RAC and got a great deal with NRMA saving $36 a month. Update 02/12/2025 I notice even though this comment states it is monitored by RAC they have never given any feedback. . . WHY because they just DON'T care!! We have never complained about RAC before we’ve been with you for 12 years. Insurance payments and excess… Read more

payments have gone up dramatically! People are struggling enough RAC and you’ve just made their lives even harder! I’m sure you will come up with as you think a legitimate explanation.

Insurance that doesnt insure – Holding home and contents insurance with complete no cliam history. Damage was done to my property by an identifable business with an ABN accepting blame and negligence in writing. RAC denied the claim, because it was done by a vehicle! No point having insurance that doesnt insure or provide any support. All 4 of my policies will be heading elsewhere. Show details

Insurance increase 30% – My insurance rates have increased by 30% this year with RAC. $369 increase.I also have car & Roadside cover with this company and supposedly save 30%. When I asked how much I would save reducing my contents from $88,000 to zero, I was told I'd save $12.50???. I'm not in a flood or fire zone. Their excuse was climate change & cost of living… Read more

increases. Home prices & wages haven't increased this much in 12 months. I thought by choosing a local insurance company I'd be better off but I'm not. Shop around and save money. Terrible rip off.

Made to feel like a criminal – Have been a loyal customer for many years - so long I have a silver member card. All was good right up until my household furniture burnt in transit to my new location. I put a claim in and in the beginning things seemed good. Then the claim is referred to Aegis (an assessor for complex claims). I made a list of everything that I owned. At this… Read more

point the questioning began. I will summarise my experience with RAC and Aegis so it isn't a long read.

The assessor handling my claim questions how a single man could have so many household items. During one of the calls he states "how can a single man have so much stuff when I settled a couple with a child, who lived in a 3-storey town house, who had 75% of their items replaced, for $56,000. He then proceeded to make me feel like a criminal for purchasing the items I listed, and at the prices I paid. At this stage, I did get offended and very firmly and politely told him that everyone is different. For one, no one should be compared to anyone else as everyone is different and have different circumstances.

To avoid the mental anguish and the questioning because I didn't have receipts, I reduced the number of items on the list, to make it more in line with whatever list they use to assess everyone by. This reduces my claim by about $50,000. That list came in at a more "reasonable" cost for a single man and he proceeded to cross check the items on my list. I later find out the claim amount had reduced by another several thousand dollars. I ask about one specific item, and if he knew the weight raring of the comparable. He stated "I don't know". The item he compared was not even like for like but I was stuck with his price because it felt like he did not believe said item cost what I had entered.

Fast forward to today when I'm told that the items RAC can replace will be replaced, or a cash offer made (based on the discounted rate the company will receive). I asked if there was a way this could be negotiated and was told a flat no.

The company portrays a public image of caring for its customers. This is not true when you try to claim. They treat you like a criminal and question everything, and compare you to every other claim that has been settled.

If you are looking at becoming an RAC customer because you think it cares, look for another company you know will treat you like a number because when it comes down to making a claim, they will treat you like you're lying about everything.

Friendy staff, trying to defend the indefendable (price gouging) – I took out a H&C policy in 2023. In 2024 the premium increased by 27%, in 2025, the premium will increase by another 16.9% - that's a total of 48.0% over two years. I have asked for a justification, awaiting their response. Inflation has been say 4%, we have not made a claim and there has been NO natural disasters in Perth in the last few years. I call gouging. Show details

Disgusting Service- RAC House Insurance Claim – I have been with the RAC for house and car insurance for over 30 years. With my house insurance, I have only ever claimed a garage door and window. I have had storm damage to my house that the RAC will not cover as they do not believe me even when I have provided a photo and shown them around the house. They blame the builder who built our house… Read more

20 years ago. I know the difference between storm damage and normal house movement but I was treated like an idiot. When I submitted a complaint, I was told it would take up to 10 days for my complaint to be reviewed but had a call back within the hour. I explained to the complaints representative that the report was wrong and it was clear that their building assessor didn’t listen to a thing I said. I asked to get a second opinion but was told no. The RAC complaints rep dismissed me and said that it was too bad and they were standing by their decision (of course they are). RAC wants money for nothing. They are rude and dishonest and their service is disgraceful. Don’t use this insurance company.

awful – RAC Insurance - Misleading, Dishonest, and a Nightmare to Deal With I’ve been a loyal RAC Insurance customer for roughly eight years, never making a single claim until now. After dealing with them on my recent claim, I feel compelled to warn others about how misleading and dishonest their practices truly are. My claim involved damage caused by a… Read more

leaking pipe, specifically a leak from the shower seal. Despite their policy explicitly stating they cover damage caused by leaking from a "fixed apparatus," RAC denied a significant portion of my claim. They conveniently twisted their policy language to avoid paying for the damage, citing "tile and grout failure" as the cause even though the leak from the shower seal was the direct culprit. Their building assessor barely looked at the damage and made an off the cuff judgment without running proper tests or seeking supporting evidence, while my qualified plumber thoroughly inspected the situation and provided detailed proof of the shower seal leak causing the damage not grout failure.

Additionally, RAC refused to cover the repair of a hole in the wall that had to be made to access and fix another burst pipe. Despite this being directly related to the pipe repair, they denied it, claiming it wasn’t covered, leaving me with the cost of repairs to my own property.

To make matters worse, they made no effort whatsoever to contact me for additional evidence or to clarify details. It was as though they had already decided to deny the claim and weren’t interested in any facts that might contradict their decision. This lack of communication and disregard for fair assessment is not just frustrating it’s insulting.

The Product Disclosure Statement (PDS) is intentionally vague and misleading, designed to deceive customers into thinking they're covered when, in reality, they’ll find any loophole to avoid paying out. After years of paying premiums and never making a claim, I expected a higher level of service and integrity. Instead, I’ve been met with dishonesty, incompetence, and outright refusal to take responsibility for what should clearly be covered.

If you’re thinking about signing up with RAC Insurance, think twice. When you need them most, they’ll dodge responsibility, misinterpret their own policies, and leave you to deal with the aftermath. I’m taking my case to the Insurance Ombudsman, but I want to ensure that current and potential customers are fully aware of how RAC treats its loyal clients with utter disregard and deceit.

Avoid RAC Insurance at all costs if you expect transparency, fairness, or any semblance of good customer service.

Poor Customer Service and Complaints – Had a burst pipe from our fridge and from the initial contact RAC denied they would be replacing the fridge or the flooring. At every stage of my claim RAC 'service representatives' continued to either push back, deny or outright ignore my requests, referring back to the PDS which never states anything about the claim in detail or advise "this… Read more

isn't our normal process".

The process RAC want is you to settle a claim for the cheapest amount or proceed with a repairer that will quote a cheap price then put on variations, this was advised both by RAC and repairer. So clearly they work hand in hand to give you the least amount of money and the worst builder to repair.

We are cancelling all 4 of our existing policies, alongside of letting our friends and family know of the poor process. So I guess saving that couple of grand has cost you more RAC.

Disappointed – So sad that after 40 ++ years I have been forced to change Insurance Companies due to the increase in premiums. As Pensioner's we could not justify the cost. I rang to ask as loyal members was there anything they could do to assist. One young man was very quick to inform me they do not price match. Another lady was sympathetic but was nothing she… Read more

could do. I have signed up with another Insurance Company and have saved $1500 per year. This is a lot of money to us. Was very disappointed at the response from RAC

Excellent service – We had storm damaged patio blinds and RAC could not have been more helpful with our claim. Show details

No Loyalty – We have storm damage to half of a fence which will be replaced with 1800mm colorbond. The remainder (still standing) is 1500mm asbestos. Having two fence types would look silly. Despite my asking for replacement of the entire fence they said no, only the damaged portion! I have been a Gold Life member of the RAC for over 50 years and have had… Read more

house and contents insurance for over 40 years with minimal claims. It seems loyalty is a one way street, and that RAC do not value it or return it. We are now obtaining quotes from alternative insurers.

Why bother having Insurance – Back door glass and frame broke on a weekend put in a claim. RAC come back and state that they will only replace the glass not the frame which is damaged and is unusable. Not good and no help. The whole thing needs to be replaced as they don't make the frame that size anymore. Why have insurance anymore only been paying them for twenty odd years. Thanks for being loyal Show details

Terrible customer service – Disgraceful customer service. I had a shower issue that led to damaged timber flooring and wall plaster. They sent out a builder who was not interested in my experience and seemed intent on denying the claim from the start. Shower had been professionally regrouted in last few years and he said that the damage was due to hairline cracks. The… Read more

plumber sent out also had a similar stock standard reply, but neither could prove their theory. I would give a zero if possible. I have had my policy for 18 years and will now cancel it.