Very disappointing - taking my business elsewhere
This was such a disappointing experience. RACQ home insurance product and service has gone down hill big time. The service levels from the operator, Rani, was rude and uncaring. Each time I called about the claim I had to wait a minimum of 30 minutes and up to 58 minutes. Be aware that they expect you to have photos and valuations on just about everything or they wont pay out! Not sure how you are supposed to be expected to keep proof of purchase of jackets after 5 years. Maybe we need to start taking photos of every single item of clothi...ng we have and store them in the cloud. It is absolutely ridiculous. Dont even think of cash settling. Their assessors underquote and then they add in all these possibilities of variations which you just know are going to occur. I guess that is how they land all the work. And dont both about getting the work done in a timely manner as they wont provide time frames until you have signed the works contract. Whatever you do, think twice about home insuring with RACQ
Hire dodgy companies for insurance inspections. Claim denied
Had inspection by JCG Building Services for leak in shower. They went back to RACQ and falsely told them it was a DIY and denied. Disputed but denied. Also way too expensive. Finally swapping to another insurer and saving over $800 a year on both full comprehensive car insurance and home and contents insurance. Funny thing is they paid out a friend's claim for a leak pipe from their laundry without question and that would have cost them at least double of my claim. My friend got a beautiful new modern kitchen, new updated laundry, moved an int...ernal wall, new floor tiles, house painted etc.(friend did put some of their own money towards this as well but got a decentpay out from RACQ). Mine was just a bathroom leak and its a very small bathroom at that. RACQ even matched my friends son's car insurance when he was looking changing, I suggested my partner call RACQ and see if they'd match his car insurance as well and ot was a straight out no. So we've both now moved across to the other company and saved heaps. I have been with RACQ for years and so has my partner and its disappointing that they treat their customers like this with such inconsistency. NEVER USE RACQ. Roadside assistance is good though.
Happy to take your Premium - Not happy to resolve any claim - BE VERY CAREFUL
I am in Queensland - I have been trying to have my claimed settled since April 2020 following a hail storm with tennis ball size hail in Rockhampton. Initially, I was advised by RACQ chosen assessor, they could find No hail damage. Recently, I took time off work to gather more evidence (at my own expense for travel to Rockhampton, accommodation and meals which should be reimbursed), speaking to local builders, Rockhampton Regional Council Building Engineer and local roofers. I took more than 350 photographs of hail dents in that roof as I step...ped sheet by sheet across the main part of the roof. They have made one offer of funds which did not fully accommodate the Australian Standards 2019 in relation to batten and rafter distance required when replacing a roof as well as not adhering to the Queensland regulations which requires roofs to be replaced fully if over 20% damage has been incurred when comparing cost to work required. I was advised by all of the above professionals that this offer would in NO way cover even half the cost of replacing the roof. We pay a full premium and expect to be paid in full for the job to be completed or receive payment to have the roof repaired. Now, RACQ has come back with the same cash offer or replacement by them as new as stated in the letter of offer - Page 67 states in part: Settling your claim Options to settle your claim We may choose, at our option, one or more of the following ways to settle your claim: 1. Pay the cost to have your home rebuilt or repaired as new – that is, pay to rebuild or repair it using the same materials if they are readily available in Australia or equivalent materials in terms of quality, purpose and specifications.
Have you been driven mad by the RACQ lately?
RACQ member and policy holder 41 years - Household building claim. (Hail damage) The company used a contract builder and wanted to cash settle. Absolute crap cover!
Refused point blank. They appointed a second builder who had to be reminded of what was wrong and the damaged items. Then came the scope of works. Then the contract and surprise there were items missing from the scope of works. So many arguments and weeks wasted with this useless insurance company and their opprobrious staff that tell circumloquacious tales as excuses and are capricious in their treatment of a policy holder let alone a member. Well I have an incorrect scope of works and a contract to sign? Tried every human tactic to deal with these morons. What next?
Stay clear of RACQ insurance they happy take your $$$ but don't pay up on claims
Put a claim in for storm damage to roof and internal damage water damage to ceilings. Put th ee the winger external investigation etc , hold ups ,loss of reports etc in mean time house getting more damage. Treated like a criminal thru out process. Been with RACQ for years . Golden member of RACQ.
All good until you make a claim
I have made one claim with RACQ in 20 years. I have seen adds for RACQ insurance and the reality is far from the actual insurance process.
No one from RACQ visits. They send out contractors who can be rude, penny pinching and in some instances do a below par job. The claim took over 4 months to resolve. My issue is that RACQ are supposed to be member focused - RACQ insurance is not.
Beware I'd consider other options before committing.
RACQ Claims Manager, failure to be independent!!
Lodged a claim for storm damage to Solar Panels(failed seal allowing water ingress due to storm event) at the beginning of the year. Supplied a quote from local electrical company, the RACQ claims manager advises that its three times what it should be. Straight of the bat, I knew the claim was going to be rejected from the case managers attitude. They send out an independent assessor who advises me that it is definitely faulting due to damage from all the storm events that have occurred and recommended replacement of the system. The report goes...to 'RACQ assessors' who then advise that it is due to wear and tear and the system had not been maintained. Claim rejected!!! Totally different to what was advised by the independent inspector. I then had a further solar expert look at the system and advise that the panels had been damaged by storm events. I will NOT be holding insurance with these guys again. Its was not about the event, it was all about the amount of dollars. MASSIVE disappointment!!!!
Would not recommend
We lodged a claim in February for water damage to our kitchen. It is now June and still not fixed. It has been a complete nightmare back and forward with insurance builder and getting someone here. That much of a hassle would have been quicker to do it ourselves, But I would like to think that when you pay for insurance and need to use it, they help you out. this was our first ever claim and our last changing Insurance providers for sure!!
- Verified customer
Disgraceful Customer Service
In December 2018 my girlfriend and I were victims of A theft from a secured locker at Southbank swimming area.
My girlfriend received compensation from her Suncorp which was her insurance company Suncorp settles without any hassles while RACQ drove me into greater despair with demanding receipts and all sorts of useless information that I didn’t have at hand.
I wasn’t able to get any information from Southbank security or QPS who just gave me an absolute runaround when I tried to get CCTV footage of the incident they had and a copy of the QPS ...
Great customer service
Very happy and long term customer of RACQ.
My wife and I have all of our insurance policies with RACQ.
Due to the COVID19 pandemic, we found ourselves out of work and minimising our outgoings.
RACQ were sympathetic and made arrangements to lessen the financial burden of our policies. Very competent and friendly staff and we’ll remain loyal customers of RACQ.
- Verified customer
I lodged my claim mid March this year under Home and Contents for accidental and unrestorable carpet damage, claim validated straightaway after investigation & Cash settlement has been agreed upon, it is understood that due to Covid 19 pandemic a delay is inevitable like a domino effect. Finally claim settlement granted last week.
Policy was easy to set up, the additional premium for home accident covering carpet damage is 100% an awesome feature of the H& C insurance, the agent made a good explanation on this.
No stress on the claim proce...ss, the Claim manager and its staff are knowledgeable in their field with excellent customer service, am happy client and swear RACQ is the one to trust that is why all my insurance needs are with RACQ
failure to finalise a burglary claim
Our house was burgled in mid February 2020. Repairs to house are underway, albeit slowly, but it is the failure to finalise the contents claim which is so frustrating. RACQ Insurance has had all the information, to our knowledge, for the best part of the last 8 weeks. It is now 10 weeks since the burglary occurred, how much longer for them to attend to and finalise what is in reality a very straightforward claim.
It is a waste of money.
It is a waste of money. Not useful, not helpful. My neighbour maliciously damaged my window glass, but because my excess is higher than the repair, the insurance won't do anything to cover my loss.
Facts upstairs shower leaked into downstairs ceiling is when first noticed rang claims was told shower repair not covered but resultant damage was. Racq trades concluded shower had leaked ok we have to fix that not a problem as it was a first instance leak. But then later on say claim denied its in the print. $3000 to repair fully the shower but now say not the resultant damage, very poor and yoy never know about insurance till you need it.
I had their trades insurance as well on another property and tenant advised leak from taps emergency i would think no they wouldnt send a tradie out said not covered bit of a joke
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.
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?
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.