RAC Car Insurance

My husband and I have used insurance products from RAC for the last 30+ years. Recently had a very disappointing experience with regard to one of our children insured under our policy, who has now been refused insurance. Probably quickest just to copy and paste my latest email to RAC Member Services - unanswered for the past 10 days: Dear RAC WA… Read more

Complaints Team I am writing to express my disappointment with your recent response regarding our policy. Firstly, there was no acknowledgement of our more than 30 years of loyal service as RAC WA members. Over that time, we have paid sizeable premiums across numerous policies and have very rarely required any claims. This long-standing relationship appears to have been given no weight in your assessment. Secondly, I request that you clearly outline what you refer to as your “careful consideration” of the decision to refuse [son's name] as a driver, as this is not evident from the outcome or explanation provided. For example, your response failed to acknowledge that the initial accident claim involving [son's name] was ambiguous as to who was at fault (per your correspondence dated xxxxx 2026). In addition, were you even aware that the suspension of [son's name]’s licence arose from the loss of four demerit points, not twelve (ie 2 speeding fines)? The fact that you say “careful consideration” but provide absolutely no rationale is concerning and undermines confidence in the fairness of your review.

Additionally, there are practical inconsistencies within your correspondence that require clarification. For example, there is one line indicating that [son's name] was refused insurance, yet subsequent pages continue to request information about him. If he was already deemed a refused driver, it is unclear why this information was still being sought. These inconsistencies suggest a lack of internal alignment in your documentation and process. More broadly, there is a significant moral and ethical concern in how this matter has been handled. RAC WA has been willing to accept our premiums for decades, during which time we made minimal claims. As such the relationship falls heavily in your favour financially. However, as soon as the policy appears to present a higher risk or becomes potentially uneconomic, the response has effectively been to withdraw support. This raises serious questions about the value placed on long-term members and the principles guiding your decision-making. I also note that the response was signed by a Specialist Support & Complaints Officer with the statement, “I’m for our members.” Based on this experience, that assertion feels difficult to reconcile with the outcome we have received, which appears to prioritise corporate interests over member support. Finally, I encourage RAC WA to reflect on broader customer sentiment, including publicly available feedback such as reviews on ProductReview.com.au (RAC Car Insurance reviews | ProductReview.com.au), which highlight similar concerns raised by other members. I will not be escalating this matter to the Australian Financial Complaints Authority at this stage, as I am sure RAC WA corporate lawyers have ensured that the reams of unreadable language issued in policy terms & conditions will cover you. I will instead be adding my experience to public forums such as the one above.

Absolutely disgusting the way RAC treat people. They installed an incorrect battery in our RAV 4 hybrid. Installing a calcium battery After speaking with Toyota, we have been advised that the battery installed was a standard battery, not an LN1 battery as specified for hybrid Toyotas in the vehicle manual. The battery supplied by RAC had lower… Read more

cold cranking amps, reserve capacity, and amp-hour rating compared to the correct specification. This indicates that the battery provided was not equivalent to, and in fact significantly inferior to, the original battery. Had we been made aware that the battery did not meet the required specifications, we would not have proceeded with the installation. We obtained and installed the correct battery from Toyota four days ago, and since then we have experienced no starting issues. In contrast, with the RAC-supplied battery, the vehicle required jump-starting every night for four consecutive days prior to replacement.

But they have said it's compatible. Absolutely crazy Les Warner was so disrespectful and he should be sacked.

On receiving my renewal policy I noticed RAC had increased my excess, reduced my insured value and increased my premium. I decided to check via their online quoting system and it came back with the excess down by $200, the agreed value up by $4000… Read more

and the overall premium $105 cheaper. I called RAC to discuss this and was told they couldn’t match the online quote!! . I asked if I could cancel my policy and purchase the online quote. Apparently not because if I did it could take 2-3 days for the system to recognise that my current policy had been cancelled and I couldn’t purchase online until this had cleared, potentially leaving me uninsured for that period. I did try to purchase online by putting in my renewal date but it said “you already have a current policy”. I have been a customer of RAC for over 7 years and have 5 different policies with them. Obviously they don’t place much importance on loyalty. Time to shop around.

Great policy on paper, baffling logic in practice I have comprehensive car insurance with RAC WA that includes a hire car benefit. My car has been at the panel shop for three weeks. Here's where it gets strange. If I had hired a car, RAC would have covered: an Uber from the panel shop to the hire car outlet, the full cost of the hire car for… Read more

three weeks, and then an Uber back to the panel shop to collect my repaired vehicle. All covered. No questions asked.

But I didn't hire a car. I simply took an Uber home from the panel shop — which cost significantly LESS than all of the above — and I'll need another Uber to go collect my car when it's ready. RAC won't reimburse me a single cent for either fare.

So to be crystal clear: RAC will happily pay hundreds of dollars for a hire car I don't actually need, but they won't cover a fraction of that amount in basic taxi fares for someone who chose the cheaper, simpler option.

I'm not questioning the policy wording — I've read it, and technically they're right. But the logic is genuinely baffling. The customer who costs RAC MORE money gets full support. The customer who costs them LESS gets nothing.

It's not a dealbreaker, and the rest of my experience with RAC has been fine. But this particular quirk in how the policy works deserves to be known before you sign up.

As a long term member I was spoken too and treated like an absolute piece of trash!! Worst car insurance ever!!! Avoid at all cost !! Staff are rude uneducated, pieces of dog waste!!! Show details

Dear RAC Customer Service Team, I have been an RAC customer and insured with you for over 14 years. I am writing to formally express my disappointment regarding the extremely unprofessional customer service I experienced following an incident in which my parked car was hit at a Bunnings parking lot on Friday evening. I lodged a claim immediately… Read more

and was assured I would receive a hire car on Saturday. However, when I contacted the car hire company, no booking had been made. Upon calling RAC, I was informed that the car company needed four hours to arrange the vehicle, and I would receive confirmation by Monday. On Monday morning, I received an SMS stating the car was booked for 2 January 2026, which was not acceptable. Despite assurances from RAC customer service that I would receive a car by 1:30 PM, the car hire company confirmed no booking was made. Further calls to RAC resulted in explanations about the festival season and unavailability of cars. When I requested proactive communication from RAC about the delay, the representative became defensive and stated that RAC would not inform me, and I should wait for the car hire company to contact me. While I understand the challenges of the festival season, RAC should have anticipated this situation and informed me upfront, instead of making false promises. The lack of proactive communication, misleading assurances, and the defensive attitude of your staff are unacceptable, particularly from a company with over a decade of service to customers like myself. I request a formal explanation for this experience and immediate action to ensure my situation is resolved. I also expect RAC to review its customer service processes to prevent such occurrences in the future. I look forward to your prompt response.

Following the above complaint made to RAC, I received a call on Wednesday where I was informed that the matter would be reviewed and that I would receive an update by the end of the day. However, I did not receive any call or response. After finishing work, I contacted RAC again and was surprised to be told that the staff member handling my case had already left for the day, and the customer service representative could not assist me further apart from noting that I had called. Today, I contacted RAC again to check the status of my hire car. Unfortunately, the customer service representative was unable to provide any clear or accurate information and could only state that an email would be sent to the car hire company to seek confirmation. Even at this stage, no definite status or timeline for the hire car could be provided. The entire process appears to be operating on “hope” rather than accountability, with no one taking responsibility or decisive action even after five working days. While I understand that this is a busy festival period, there must be clear ownership of the issue—either by RAC or by the car hire company with whom RAC has a contractual agreement. As per that agreement, the car hire company is required to respond within four hours of notice. The fact that no clear information has been provided even after four working days is unacceptable. I am unsure how to proceed further, especially as I am required to return to work from Monday and urgently need clarity regarding the availability of a hire car.

Had an accident on the freeway and got towed away by this lot. They’ve charged $1280 for the tow and the storage and charged $1000 to move the car from Cockburn to Bentley and my insurance RAC won’t pay for it as it is not fair and reasonable. Ripping people off, the regulations should capture towing out charges as well to keep companies like… Read more

these in check. Otherwise they’ll keep ripping people off.

@Collision Towing & Recovery, it was a new Prado which had only done 380 kms which my wife was driving. The car sat at your yard for more than a month because you wouldn’t release it. You charged me more than $2600 to release the car on 3rd December. Maybe this will jog your memory a bit

Cancelled policy as was going interstate phoned to be assured money would go back on account.. lied $1700 went to some account i can't access ... ignored my 6 complaints ... so incompetent, disgusting service be careful Show details

I've been with the RAC for 9 years and have two vehicles insured, along with breakdown cover. Just had my car insurance renewal and noticed the agreed value has been lowered by 25%, yet the the annual premium has gone up by 10%. I've never made a claim and have maintained a clean license. I haven't changed my address in that time and my… Read more

circumstances have stayed the same. I've done nothing to negatively affect the premium. I spoke to an RAC member and was told they don't price match or lower their prices, and that I'm welcome to look elsewhere... which is exactly what I'll be doing.

Good afternoon, I submitted an insurance claim with RAC 5 weeks ago after an accident left my car undriveable. 5 weeks later and my car is still at the tow yard and still hasn’t even been inspected by the RAC assessor yet. Furthermore this morning I then got an email from RAC stating that they were giving up getting my car released and it would… Read more

be up to me.

I then called the towing company and they advised I would have to pay an extra $800 on top of what RAC has transferred me, due to the length of time that RAC has left the car at the tow yard. When I queried with the RAC towing department what the very first invoice was, they indicated that they had only just received the invoice for the first time today (5 weeks post claim submission date). I then asked the towing department if they had followed up with the tow company over the last few weeks to get the invoice off them. The towing department stated that no they did not as they are not required to. However, I have called and emailed RAC at least 5 times over the last 5 weeks asking what the hold up was and not once has RAC stated they simply just haven’t received the invoice.

Had I known that RAC was waiting for the invoice I would have called the tow company myself and got it weeks ago. Instead I have spent the last 5 weeks (claim was submitted on the 9th August) without a car, costing me thousands of dollars in rental car fees and ubers.

Worst insurance company out there, do not sign up with them!

Scam stay away and save your hard earned money and don’t give it to the scam of a company. Customer service is appalling and delayed. Happy to take your money and not provide a full service. Use alternatives and do your reviews. Show details

Insured for 110 k caravan hit from rear … massive damage but asked to get it back to WA by RAc as we have no repairers on the east coast. In spite of leading you to believe you are covered Australia wide. You aren’t. You might believe you are…but proof is in the pudding … my pudding had been very bitter RAC told me…We don’t have people to… Read more

quote over there …( what that means and is we can’t “ control” then like the people over here in wa.

So told “Get it back to WA”… tow it it back to WA while it falls apart along the way wheel alignment way out… 7mm

But … before leaving Townsville ..we Check with repair people in qld …. They say…Nah no way …RAC insurance!!! …. Not interested in quote to repair as they push the price down with “ loss” adjusters disguised as assessment people … same story in in South Australia … their opinion… it won’t ever be the same again

so get it back to WA thinking we will be looked after.

The hurts comes when the repairer you take it to in Wa “the people they can control the in Wa ”at RAC suggestion … suggest … yeah we can fix that

Rembering…While people say on the way ..it’s a write off

but then …RAC say suggested repairer wants to buy your van for 25k …

Quote lower to repair than originally told…offers to buy …reducing overall PO out equals win fir RAC … big loose fir owner

which means that RAC say your caravan is repairable when in reality. It’s stuffed … which you have been told by other repairers … as forever more there will be issues

RAC say we can repair for 67k and have an offer of salvage value of 25k but if you don’t go ahead with repairs you get 92k not 110 you paid for for 3 years Check always the write off values!!

So RAC will only pay you 92k …

Are RAC scammers ? You make up your mind

They have said … repairs need to be within one dollar of the insured values before you get you insured value 109999.00

Do not believe you are insured to price. Check then check again

Policy was easy to get… the real test is when you claim and you find out the hard way

Policy wasn’t good value

The whole claim process was border line … a lot of things made me feel I was told lies

Dealing with people that don’t seem to have English comprehension skills isn’t easy either

Very bad experience…

I recently had a complex situation with my car insurance due to extensive flooding, and I can't express how grateful I am for the exceptional support I received. From the moment I reached out, the team demonstrated a level of understanding and empathy that truly set them apart. I highly recommend this insurance company to anyone looking for reliable service, especially if facing unexpected challenges. Thank you for your outstanding support! Show details

After a number of years with RAC l decided to shop around as the cost of their policy has risen beyond what I would consider to be competitive. They now sit in the upper end of policy providers and really only have the WA connection as their primary reason to take out insurance. As I observe the RAC expand their influence in campsites and other… Read more

dalliances I think about whether they really must increase their costs due to extenuating circumstances or have they just forgotten to offer good insurance at a competitive price to their loyal customer base?

I have applied for a International Licence again and was asked what the travel dates were as part of the application yet received it with a 12 mth expiry from date of application? Blatant rip off! So now I've paid for a 10mth licence instead of 12 mths. Why even bother asking the question when it suggests the 12mth issue would apply and be activated from travel date!? Jokers! Show details

I recently had my house broken into and my car stolen whilst I was asleep at night, which was quite traumatic. The police found my car about a week and a half later and I was told there is a bit of damage that had happened to the car. I went and checked over the car at the place it was being held, and I could see the damage straight away, the… Read more

lady there asked me to drive it to see if it was driving different to when I was driving it before it was stolen. I took off and drove down the road and it went it limp mode straight away, so I drove it back and informed them. It was clear to me and them that it has been absolutely thrashed by the person who stole it and crashed it with the damage to the rear door and the front of my car. The inside of my door was damaged as it looked like they were trying to rip my stereo and speakers out of the doors etc.

I don't know what else has happened in my car, and what unforeseen damage has happened to it that they haven't picked up on mechanically. They have explained they cannot write the car off as it is repairable. I have asked them to give me the quotes, and they have not done this either. They also stated to me that they cannot warranty any works being completed by them, I don't know anyone would agree to these terms, purely based on this.

I have had multiple people from RAC contact me by email and them both giving me different figures of the payout figure, so this explains to me that they don't even know what is going on in their own office.

They have now emailed me stating I have to pay for the rental car that they have given me trying to get me to make a decision by scaring me with extra costs. I researched my policy, and they cannot do this until a decision has been agreed on, so this is pure stand over tactics, as I'm assuming someone that didn't know their rights would just agree on what they're trying to offer as they have been bullied into it.

I initially insured this car in 2019 for $71,240.00 with a premium of $2,219.49, and I accepted this figure. Over the years, RAC continually decreased the value whilst increasing my premium. Come April 2025, RAC asked I renewed my insurance for a reduced amount of $52,260.00 with a significantly increased premium of $3,469.34, and I accepted the terms rather than shop around for a better deal. I don't understand how my premium for my car has gone up over the years as I have never made a claim at all.

I have made a complaint to AFCA about the whole scenario.

I have been insuring my car and home and contents with RAC for over 10 years and I cannot believe this is how I am being treated. Now my young daughter struggles to go to sleep in her own bed due to knowing someone can actually break into our family home whilst we are asleep.

Very poor customer service and outcome from RAC.

Definitely deserve 0 star!

Really poor customer service Spoke to Erika who was extremely unhelpful ask to speak to supervisor , on hold for 25 minutes Tom the supervisor was in not helping any request All I needed is a confirmation email!!!! Ended up insuring my car with GIO Show details

Do not use this insurer. Tried to charge me for excess when it was not my fault, tried to make me pay extra money because they decided to right car off, no call backs when asked & don’t chase other insurer even when given a Policy number. Waste of money with them. Show details

After using RAC car insurance since 1979 I've dumped them. This year's bill arrived and even though there was an expected increase in premium and decrease in the agreed car value both had altered dramatically. When I then noticed that my excess had been bumped up to $900 from $650 without being consulted and for no good reason I was somewhat… Read more

annoyed.

One phone call later and I was signed up with another very reputable company that quoted $230 p/a less for exactly the same cover plus roadside assist.

Rude and aggressive staff! I'm not an RAC member but I had a letter sent to my 13yr old daughter who was injured in an accident to contact RAC. Of course I called immediately and spoke on her behalf, but the staff member was so incredibly rude about the fact that she couldn't talk to me. I was gobsmacked by the customer service. The whole conversation was so abrupt from start to finish. Very strange! Show details

Car was damaged and 3 weeks it still has not been towed to the repairer . I have no access to public transport have called and emailed several, times to be rudely told to wait it’s out of their hands . Car insured value had dropped with information that was sent in an email advising me of this for which I keep all emails from insurers and tax… Read more

rates etc going back years and cannot find this one in particular have asked to speak to tech support find the digital footprint of this email but am told there is nothing they can do . Have cars house insured through rac not made claim until 3 weeks ago and am disgusted with the way they don’t respond or when they do take my call I’m talked to like I’m an inconvenience and as they state they will record all calls I do the same and intend on taking this further with rac . If your looking at insurance do not put your biggest assets in this company’s incapable hands . They definitely do not look after their customers at all . I’m stil waiting on reply to where my car is and how much longer it take . I’ve had days off work it’s made me severely depressed over all its also financially ruining me . All for accident I was not at fault for I cannot believe how bad their service is when you need it .3 weeeks and two days and still no car no call back or even a known location of where my car currently is

Someone hit and run my car. I have two witnesses write down the rego and description of the vehicle and give it to me. RACWA says that's not enough, they need name, and address of the perpetrator otherwise I must pay the excess. So much for insurance 'investigators'. No wonder people hit and run these days! Show details