We have made several claims through RACQ over the years. And on every occasion they have covered our claims without delay. I cannot fault them for service and knowledge over the phone
Zero customer service
We had insurance with this company for many years having transferred to them from RACV when leaving Victoria in 2003
We put in claim in 2013 when we had a leak from the roof onto the front deck
The leak occurred shortly after Christmas. The assessor came out quite promptly However he reported that the leak was a "building defect" and not covered by insurance- despite the fact that the house was almost 18 years old and had never leaked before!
After over 4 months of haggling with this company and the damage getting progressively worst we had it repaired a our own cost and changed insurance companies!
Have calls RACQ Home Rescue a couple of times, and every time the tradesmen are courteous and good tradesmen. I can can not fault their workmanship. I would recommend RACQ HAOME rescue to anyone.
Computer issue takes wrong amount out of bank account
A computer problem made my house insurance come to a total of over $9000 per year and they took out $759.94 for a month's insurance!!! When I asked for the money back as it was their computers fault not mine, they stated that they didn't do that, they don't return money. I have other bills I am required to pay. I need to pay my mortgage! I can't afford for them to take out so much money. They stated the rest of the year my payments for my house and contents insurance would be halved as I have over paid. I need my money back!!! Was on hold when I stated I needed my money back and they hang up on me, a loyal member and this is how you treat your customers! Disgusting.
It pays to belong ?... it sure does.. Pay for something I could have got for nothing!
Trade Assist Complaint Only: Reconsidering my home insurance since my call with AIZER a subcontractor for trade assist. All I wanted is advice and a possible call out to a home regarding rewiring an old home. I had phoned another well established electrician who did not charge a cent & even provided a general report. AIZER wanted to charge $165 an hour for advice. If my husband's business got RACQ work , you can bet he'd provide some complimentary call outs for estblished customers such as myself. I've been with RACQ for over 30 years. So sometimes it certainly does pay to belong .. you pay bigtime. Needless to say I won't be using TradeAssist and I will relook at our home insurance policy too.
Check your Household Excellence Bonus - has it been applied?
I am a long time holder of RACQ home insurance and I have never made a claim. When my premium went up another $100 this year, despite no change to my circumstances, I browsed the discounts available and found this little known gem - Household Excellence Bonus. Members with more than 5 years claim free insurance (not just with RACQ) get a 3% discount and those with 10 years claim free (again can be with other insurers) get a 6% discount. This discount (called a bonus) had not been applied to my policy and when I asked about it even the custome...r service officer did not know anything about it. I insisted. She put me on hold to check. She returned and applied it to the policy. I feel like I am paying for everyone else's problems with the ever increasing cost of the policy which according to the RACQ's waffling explanation is due to increasing labour costs in my area. Sounds like a script RACQ management thought up during a meeting. They should have spent the time checking that their members are getting their discounts applied and their customer services officers are better training on those discounts.
Don't buy insurance from the RACQ
Do not buy insurance from the RACQ. I have had all my insurance with the RACQ for many years and never had a reason to make a claim until , during a storm, water entered my home and damaged the ceilings of the laundry and kitchen. An assessor was sent out. Now I'm elderly and wear a leg brace and clearly can't get on to my roof. This assessor showed me a photo of my roof with a big open gap. But this was far below the area where water had come in. If such a gap had existed water would have poured into my second bedroom as recently as the eve...ning before when it had rained. I told him this. He didn't answer. A few days later we had rain again and water poured into my second bedroom which had not been affected by the original event. The RACQ refuses to pay for the damage to my roof and refused to send an assessor to even look at the damage their assessor caused. They say the damage to my ceilings occurred over over a long period of time and the roof leaked because I failed to maintain it. Fortunately, I had a roofer on my roof (fixing a sky light) just 8 months before the the storm damage and he will swear the roof was in good condition and there were 3 other people here the night the storm caused the damage and 2 others here when the assessor's gap let the water in. They have signed stat decs to the effect that there was no pre-existing damage to the ceiling. I was home alone when the assessor came so he may have assumed there would be no witnesses other than myself. Still, after years of paying premiums, I have to hope for justice from the Australian Financial Complaints Authority.
Still waiting for repairs to be done, now 6 months
My aunt made a claim shortly after 22 December 2018, An assessor came out 2 months after and to this date no repairs or any correspondence has happened. What could possibly take so long. My Aunt is very sick and this delay is not helping her health. Claim number HH04191966
My mother recently lost nearly everything she owned in the Townsville floods. My sister phoned RACQ, my mother's insurer, as soon as we knew that water had inundated my mother's unit to lodge a notice of claim. It was seven days before anyone could access the unit. My sister and mother met an assessor there and entered the unit for the first time with him, wearing old clothes, gum boots and face masks. They were told to take anything that could be salvaged and leave the rest untouched. There was little to save except for precious family photo's...that had been hurriedly stashed on top of cupboards as the water was rushing into my mother's unit. Everything else was water-logged and covered in mould. RACQ quickly sent a team of people in to clear out all my mother's ruined possessions and clear the thick, smelly mud out of the unit. My mother's written-off car was towed away soon after the water went down. Mum's vehicle claim and contents claim were settled very quickly and for very fair amounts. My whole family was very impressed with the level of service and the speed and fairness of the settlement of the claim. We had been very worried given the bad wraps insurance companies have been given in past disasters. I can only say that it was a total relief to find that processes seem to have improved dramatically. We couldn't fault them on any point.
Contents insurance - as bad as the theives that robbed me
Earlier this year my property along with a half dozen others in the local area got robbed. Police have now caught the perps with some of our possessions. I am still battling with the most rude claims officer at racq. They have loopholes to try and not cover just about everything. Then when you get to the items their aren’t loopholes for they tell you that it’s too expensive and they don’t believe you owned it. Absolute joke. Find a better insurer!!!!
15 plus years.
We have pet cover with our home and contents and RACQ are just amazing with claims. Our dog needed emergency surgery and I phoned and they took details over the phone I sent a photo of the bill and the next day I got a text to say the claim was approved and then 2 days later the money was in the bank.
The staff were helpful and polite and I highly recommend RACQ for insurance.
Worst Car Insurer ever
I have had a hit run on my car and advised that i would like it repaired under a repairer i recommend and not someone who they recommend as that specific repairer has the worst rating\reviews currently and they seem to not like it so my claim which was supposed to have been reviewed and cleared by now is being delayed. When i asked their rude Customer Service Agents for a eta they advised that the reviewer has a lot of other claims so they cannot really give me a time frame. How is this my problem . Horrible service will wait till this gets approved to move back to my previous insurer as these guys are just horrible.
Far North Qld RACQ Holders
Attention to home owners in cyclone zone areas, I was recently shocked to find out my insurance doesn’t actually insure me for what I thought. I paid $4500 annually and have since found out I’m not covered for Power surge in a storm, my pool is not covered, my retainer wall is not covered, if it’s a king tide and I flood I’m not covered, if I’m on holidays and no one is home I am not covered, a fire they will not repair smoke damaged items here are just a few examples. It nearly cancels out everything that is directly related to a storm or cycl...one. I was wondering why I had paid them all that money! Very disappointing RACQ you rip off ordinary Australians off everyday! Check your insurance policy people, my advice do not go with RACQ, you are not insured properly and they say it’s so expensive because you live in a cyclone area yet in an event of a cyclone you are not covered for most of the things that directly related to a cyclone.
Inflexible online application nothing but price gouging.
Have been insured with RACQ and another major insurer for over 20 years and will no longer support them.
I recently filled out an online quote for house and contents insurance and was quoted nearly $2,000 for my new house and contents policy. Problem was, the online form I filled out "valued" my house's replacement cost at $650,000. The questionaire did not even try to establish anything but the most basic facts about my property. $650,000 might seem reasonable, however, I am a professional property valuer with 20 years experience valuing ho...uses and my assessment of my houses replacement cost, including allowances for ground improvements, demolition, removal of debris, cost escalation during the insurance period and professional fees is $475,000. My entire property, including land would struggle to be worth $650,000. This is nothing but the most blatant price gouging I have come across. By inflating my house's insurance value way beyond what is reasonable, the insurance company makes more money out of premiums, but in the eventuality that my property were to be totally destroyed, they are only going to be out of pocket $475,000, not $650,000. I have decided to go with an insurance company that lets me set the value of my house and contents at a premium of $1,200, not $2,000.
Quick and Efficient
We only have contents insurance with RACQ and we unfortunatly had a total loss with my husbands hearing aids. We put the claim in only a week ago and the turn around was very quick and efficient. The consultants in the call centre were exceptional and I am glad that I have my insurance with them. Thank you!
Awful claim experience
Policy prices are not particularly competitive compared to the other million or so insurance companies out there. Frontline customer service from RACQ was satisfactory. Dealings with loss adjusters/assessors and tradesmen however was particularly bad and clunky.
We had a shower screen spontaneously explode (yes it is a thing) which caused damage to our bench top and bath tub, meaning the screen, bench top and bath needed to all be replaced. As mentioned, dealings with RACQ employees were satisfactory and they were very helpful.
Any d...ealings we had with their external contractors (assessors and loss adjusters) was particularly bad. Reports from said contractors were not passed through in a timely manner, and we were often given the excuse that they had a heavy workload due to lots of claims. This held up the approval process, and we didn't receive official confirmation they would honour the claim until 6 weeks after the initial claim. Fortunately we have 2 bathrooms. I constantly had to chase up these contractors for status updates, and finally resorted to putting through an official complaint through RACQ directly. 13 weeks later and the replacement items have been installed, however the builders have done a sub par job on applying sealant, therefore needing them to return for further work. For loyal customers like us who have been with RACQ for 10+ years and have 6 policies with them, we felt like our inquiry didn't get the attention it deserved despite our constant badgering for updates until we threatened further action. The claim process is horrible, inconsistent and needs to be desperately reviewed (I would start by terminating the contract with the existing loss adjusters/assessors and going to tender, or better yet bring it in house). I am in the process of cancelling our policies, and had we not been waiting for so long to have the repairs undertaken I would have cancelled our roadside assist, 2 vehicles 2 CTP and 2 property policies weeks ago.
I had to make a claim in early April after I came home from overseas to discover that a toilet cistern had fallen off the wall upstairs and flooded my property including my lower level ceiling caving in. I have home and contents insurance with them and had to continually chase them, somebody was sent to remove my carpet to allow a company to dry out the flooring and the contracter asked me if they were also assessing the entire contents after RACQ had advised me they weren't (turns out they were), two electricians showed up to test my applianc...es and tell me all of them were fine despite obvious damage, I was told on 5 different occasions to book carpet replacement quotes, depending on who I got on the phone they said I would just pay excess and then I would pay the whole amount and get reimbursed, after I paid myself so I could move back home after 6 weeks staying at a friends house, I was told to issue a claim and it would be looked at straight away if I called right back (which I did), when I called back I was told within 10 days and three weeks later still no response. I'm extremely unhappy with the lack of customer service.
Extremely satified customer
We've been insured with RACQ for many years now and over the past 6 months have had to make two claims on our household policy. One was for replacement of an air conditioner, $3,000. One was for a lost/stolen ring, $2,800. Both claims were settled quickly, with great service, and full payments. RACQ have been wonderful! Not a single problem. Premium increase was minimal. They even showed us ways to save on our premiums. I don't know if they have picked up their game since all those bad reviews, but we are never going to another insurer. Like wise our car insurance. Three claims totalling $11,000. No increase in premiums, great service! RACQ? Wouldn't be without it!
RACQ's Lifetime Repair Guarantee
Not satisfied with the providers customer support and I would no longer recommend them to anyone because they don't honor their home and contents policy and lifetime Repair Guarantee after our roof leaked in the same location for the third time
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Questions & Answers
Hey, I've had accidental water damage to my laptop(>4years old). Is it worth making a claim with RACQ? I've never claimed before. Are They good with this sort of thing? What process if I've tossed the laptop out?
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