RACQ Home Insurance
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We’ve had an extremely frustrating experience with RACQ Home Insurance over our storm-damage claim lodged in December 2024. For 11 months, RACQ has consistently failed to communicate. We have spent countless hours on the phone trying in vain to speak with someone who understands our claim, and each time it’s a different person, forcing us to… Read more
restart the story. Trades and contractors would often ghost us without notice, and when they did eventually attend, they came in the wrong order and were unable to complete their work. In particular RACQ's “make safe” measures for ceiling mould were woefully inadequate, consisting basically of some masking tape over a small triangular piece of tarp which fell down after 2 days, leaving our young children exposed to the health risks of uncontrolled mould for many months. The extensive delays had resulted in much more extensive structural damage to our property due to uncontrolled wood rot/mould and further water damage.
Two formal internal complaints to RACQ resulted in no meaningful action and further gaslighting. RACQ continues to delay to this day, now asking for a third leak detection test with no schedulable date as an excuse not to proceed, and bizarrely claim that irrelevant issues with lower window trims can somehow defy gravity and cause ceiling mould above them. We have had no choice but to escalate the matter to AFCA. We wouldn't wish our experience with RACQ on our worst enemy. Pls avoid RACQ at all costs.
A massive palm fell over into the pool in the recent storms RACQ have been so very helpful with the claim and in this very busy period ( Oct -Nov 2025) A big thank you for all your help We will soon be in the pool again Show details
Follow-up · Tree removal completed by Monkey Business Job well done
It's that time of year again.... insurance quotation time! What a total snooze but this year's quote from RACQ woke me up. My renewal with AAMI (who I've been with since 1994 except for one year) for complete replacement cover (a bit more expensive than putting a rebuild cost to my insurance) was around $2800. So, I thought I'd shop around. I've… Read more
done this before and always found everywhere more expensive, and the claims I've made for the car with AAMI have always been fine, so not worried about the customer service aspect. I get a quote from RACQ because they've won Choice's best this and that .... my quote - which was an exact replica of the AAMI policy, with a rebuild cost of $800K (standard) was $9000!!!!! It was pretty interesting listening to the lovely guy on the phone try and explain why the discrepancy and I'm pretty sure no one in my Brisbane suburb must be with RACQ. I'm still reeling.....
Reviews with attachments
I still am waiting for RACQ to resolve my claim if any of there staff was struggle like i am, it be resolved My family is under hard ship living in making up room from March and this has goes on to long YES we tried ringing but waiting over 30 minus on the phone 20 minu some times i do not have that luxurious in waiting over and over again at… Read more
work so if any one if looking at Home Insurance i stay away from RACQ HAVE some photo of what our family is going through waiting, Pay good money for insurance if some think happen out of your control they take a long time as if they do not know what they are doing
The most abhorrent experience. Talk about being kicked while you are down. House unlivable after Cyclone Alfred. Lied to daily by RACQ. Spoken down to and gaslighted. Told the builder is on site when he's never been there. No photos or evidence that trees are being removrd. Zero communication and when they do they " mansplain " AT you and… Read more
intimidate you. I begged in tears for RACQ rep to stop but he continued mansplaining on phone. Told me to pay excess or my claim will be denied. I was ok when the cyclone hit, but being subjected to trauma and disrepect at the hands of RACQ is worse than the cyclone. Home will not be fixed and I now need counselling. 3rd generation customer, 4 policies, never again.
Outrageous increase in Premiums – How can a premium go up from $1640 to $3995. I haven't made a claim. I maintain my home. When I phoned them , I was not given any sort of explanation to why the large increase. Was offered $400 as a loyalty thing. I have been an Racq member for 50 + years and had insurance for over 20 years Show details
Totally Disappointed with RACQ – I have been with RACQ for more than 7 years and was very happy until this morning, when I received a renewal notice for my home insurance which has skyrocketed from $1,216.85 to $5,694.62, if you translate this to a percentage, it is more than 467% increase, which is incredibly high. Now, when I saw this, I thought this was an error in the system… Read more
so I called the RACQ Hot Line and was told that it was in fact correct due to the way they calculate the risk. Now, I have informed them that the area I live in is flood free, no claim in the past years. However, this information does not change the premium at all. After reviewing my record, the customer service officer can offer me around $200 reduction as a loyalty discount. I am very disappointed with RACQ after all this years with them. Time to say Adios RACQ. Loyalty does not pay with RACQ it seems.
Never made a claim but increased my premium by over 340% – Not very happy with RACQ for increasing my home & contents insurance by 340% from the previous year. Customer Service is unable to explain it other than "a change in risk mapping". RACQ markets themselves as valuing existing "members" with Bronze/Silver/Gold levels but that really doesn't do anything as I've been a member for over 12 years and it clearly does not make any difference to policy holders. Show details
Positive reviews
Processed my claim quickly after the cyclone. Very impressed. We have our home contents and car insurance with RACQ, as well as roadside assistance. Never had an issue. Show details
Lightning strike damage – After lightning knocked out all our wifi modems in the entire street, we lost all our external hardrive, gaming PC, all 3 home phone handsets and printer. After calling RACQ they sent someone out within a week and confirmed all the damage and within 2 weeks everything was settled so we could get everything sorted out. Thank you RACQ for a awesome experience. Show details
Home Claim - Great Service – Only recently insured our newly purchased property as the premium was competitive as compared to other providers. Unfortunately had reason to make a claim already & can't fault the service, prompt, friendly, efficient, all finalised in a very timely fashion. Thank You RACQ Show details
Negative reviews
After 24 years with RACQ we got a letter that our Home and Contents policy is going up by over 40%. We made maybe 2 modest claims over the decades and have had no recent claims in the last several years. I bought a new policy with another company, saving myself a lot of money over what I was paying last year. I decided to cancel the policy with… Read more
online chat. Either the AI or the human service operator was very rude. No acknowledgement of my business. No question about why I bought elsewhere. And when I asked for an aknowlegement of cancellation to be sent: "We don't do that.... You can just take a screen shot of this chat." And then a minute later "I haven't heard any response from you so I will end this chat."
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Absolutely terrible service and response after being with RACQ for over 30 years. Sent out shoddy assessor for Cyclone Alfred damage, who was at the house for less then 2 minutes then provided a scope of works which was half the cost of any builder that came to quote, so couldn't afford at fix the damage on what their assessor quoted. Our… Read more
neighbours assessor sent out by Allianz quoted 3x more for the same damage and the neighbours received their payment settlement 1 week after their Allianz assessor came out. RACQ requested that I send quotes in that actually covered the repairs and they said they would review them. 5 months later and 9 phone calls later I am still waiting for the review and a settlement. The neighbours had the shared damage repaired and I still don't have any money from RACQ to pay their builder. The assessor's quote definitely did not cover the repairs. And their assessor Aizer has awful reviews as well. DON'T go with RACQ home insurance if you actually want your home repaired!
Absolutely horrendous to deal with. Every time you call you are given a different person to speak to giving conflicting opinions. The assessors they send out are rude and show no care or empathy . Substandard quotes for repairs . They offer payouts that will not cover repairs . When you request a review of payout offered or submit official… Read more
complaint it is still not actioned or looked at after months of waiting for a response. Causes stress for customer. Have mould growing in our house from unrepaired damage 4 months on. Get sent emails from them that are generic and not addressing concerns
Recent reviews
Customer service is poor, do not listened to the insured. Workmanship is poor. Roof replacement destroyed my entire home. 17 months and house is unliveable. Have been insured for almost 8 years Show details
This review is a warning for anyone contemplating RACQ house and contents insurance. After the recent cyclone event in Brisbane where up to 300000 homes suffered power outage ( we lost power in the Redlands for 7 days) we checked powered items and found that our fridge and ducted air conditioning were damaged. On inspection and assessment both… Read more
items had been destroyed by the power surge on either disconnection or reconnection of power. This type of damage would have been applicable to many of us. After going through a lengthy assessment we were told that power surge was not covered by RACQ and claim was rejected.there was no special allowance made and to me I believe that this is a hidden issue that most of would not read in the fine print. Power surge can happen at any time and for this reason no one should ensure with RACQ. Be warned.!
I'll start with the good - great when lodging a claim, very simple and easy process handled by very friendly call centre staff. That's where it ends. Claim was lodged on behalf of my elderly mother, and I was the preferred authorised person they were to deal with on the claim. Glad I was as had it just been my mother RACQ would have ripped her… Read more
off to the tune of $5,000. Mum had a burst water pipe under her sink which damaged the cupboards, vinyl flooring and carpet in the adjacent room due to water ingress. After the assessor’s report, mum was offered a settlement sum. To do my due diligence, I asked for their scope of repairs and costing. This was emailed and the cost to RACQ in the scope of repairs was $2,000 more than their settlement amount. So, let me get this right - RACQ expected mum to have the repairs done for $2,000 less than RACQ could, with their own tradesmen and suppliers on their books? I questioned this and they agreed, increasing the settlement by the $2,000 to match what was quoted on their scope of repairs. As I had the scope of repairs, I also noted that they were not covering all the flooring and would only replace 2/3rds of the vinyl linoleum with the best match they could find, and the rest would remain unchanged, even if it looked completely different. Also, the carpet in the adjacent room was not to be covered. I questioned both of these omissions, and they said it was because the portion of vinyl floor they were not covering was regarded as a separate area, separated by an archway or doorway as stated in their PDS (which it wasn't) and the carpet was damaged due to tannin leaching from an entertainment unit. I said that was unacceptable and wanted it reviewed however I was told that a formal complaint would need to be lodged for a review to occur, which I subsequently did. After a month and many follow ups from me, the dispute resolution team came back to advise that they agreed the vinyl will be fully replaced because it wasn't separated by an archway or doorway. I said great, what about the carpet. Their response "oh, we didn't review this in the complaint and as the complaint is now closed, you will need to lodge another complaint for the carpet". After expressing my frustration, my only option was to do this. After another month and further follow ups by me during this time, they came back and said that the carpet was not covered as the assessor said it was damaged due to tannin leaching from an entertainment unit. I agreed that was the case but pointed out the obvious - the leaching only occurred due to water ingress from the burst pipe onto the carpet and this in turn caused the tannin to leach. I said they need to re-review this and any response other than RACQ covering the carpet was unacceptable and a complaint would be lodged with AFCA. Low and behold, after RACQ spoke with their assessor, they agreed that the tannin leaching was due to the water ingress and the carpet would now be covered. I was told the complaint was now closed and the claims officer would be in touch regarding an updated settlement offer. A few days later the claims officer called to advise that the revised settlement offer would be forthcoming in a matter of days. I expressed my disappointment at how hard RACQ had made the whole process and that it should not have taken over 2 months to get this resolved. The claims officer had the hide to state that at no times were RACQ outside of their service level agreement and timeframes. I explained the only reason it took so long was that RACQ did not comply with their own PDS. Had they done so and covered my mother for what she was insured for right from the beginning, 2 complaints would not have been lodged which stretched the whole process out a further 2 months. Guess what, no argument from the claims officer. 2 days later, the revised settlement appears with the vinyl and carpet added, but it was added to the very first, original settlement offer that was $2,000 short of what RACQ’s scope of repairs would cost them. I had to call again to point out the error with a further revised settlement offer finally received, for an amount that was fair and commensurate with the amount of work needed to repair my mother’s home, and what she was entitled to, per their PDS. I’m sure there are many people out there, my mum included, that would have accepted RACQ’s initial offer which ended up being $5,000 less then what my mother finally received. Shame RACQ, shame.
I have been extremely disappointed by RACQ Home Insurance claim I made following food spoilage due to extensive power loss from Cyclone Alfred. The RACQ Team wanted me to pay a $750 excess on a $400 claim. All I keep receiving are noreply emails. I am planning to move my home insurance and mortgage as the service has been a battle since I took out… Read more
the very expensive home and contents policy; lured in by suggested discounts due to having my mortgage with the bank. Any suggestions for mortgage and home and contents insurance would be gratefully received.
We have had an infestation of bees in the ceiling of our kitchen. I called RACQ insurance to see if we might be covered for removal of the hive and damage caused. I was encouraged to lodge a claim and then began a process whereby I provided, at RACQs request, thermal imaging of the hive and a report from an apiarist. RACQ sent a builder to look at… Read more
the wall- not much to see as the bees are inside! After waiting 16 days from receiving an email telling me that the claim was being considered I called.
There had been decisions made in the background that were not communicated to me. Essentially RACQ had decided that I needed to remove the hive and determine the extent of any damage before they would compensate me for the damage. None of this was communicated to me. This decision was made on 3 March and I found out about it when I called to get an update on the claim on 19th March. Removal of the hive will entail removal of my kitchen cupboards along one wall and possibly a portion of an external wall. They will not pay for this - only for any damage caused by the hive. Why they couldn’t have told me this on 3rd March is a mystery. Why I had to spend 37 minutes on the phone to eventually drag out that this decision was made but not communicated to me is also a mystery.
Honestly for the $4300 plus per annum house insurance that we pay I really expected better service. Their communication is abysmal!
I am a plumber who attended a leak for a customer. Only a small leak on a fitting but caused substantial damage. 12 weeks later and 4 insurance assesses coming out, the insurance is still refusing to pay due to not being able to find the cause of the leak. The have photos, and video. I can’t believe a genuine claim is being pushed back on so hard. It is causing the family in question so much stress. Show details
Deny Deny Denu – Our “concrete water tank” that provides Water to our house (we don’t have town water) blew out during the most recent rain events in Queensland and we lost 25,000L of water and we like everyone else contacted RACQ and guess what our claim was denied - saying the water tank was not maintained, tell me how we could have possibly maintained a large… Read more
concrete tank - there was already a bladder installed to stop cracks and leaks - honestly I don’t know why we pay insurance if they don’t approve any claims
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Claim denied even though their main claim assessor agreed with us – Insurance is worthless - they will wriggle out of any claim with ridiculous reasons and increase your premium by over 200 percent in the second year. We had damage to the house from leaking from the roof. This caused structural damage including disruption of the integrity of tiles and waterproofing in the bathroom. The claim is denied because they… Read more
won't pay for bathroom leaks - this was not the primary event but they get a dodgy building company to write an erroneous report and then use that to justify the denial. Buyer beware. Avoid at all costs. I can't see that they would pay out for any claim if something like this is denied.
DO NOT INSURE WITH RACQ – I am a loyal Gold RACQ customer with 2 motor vehicle policies, plus Home and Contents insurance. Our fridge leaked and caused water damage to our kitchen, family and meals areas. It has been 14 weeks since our claim and we are still walking on concrete floors! Nightmare to deal with. We are not happy customers. We will be seeking insurance elsewhere. Show details
GO ANYWHERE but to RACQ, once the thieves are finished RACQ will ROB YOU again ! – RACQ insurance are more of a thief then those that broke into our house. We have receipts, photos and valuations of everything stolen and they give next to nothing back. Our combined figure we have our contents insured for was 3x what was stolen and we still got next to nothing back. Do yourself a favor and go any but to these thieves. Show details
They are very bully and unfair – RACQ Home Insurance deserves zero stars for their appalling handling of my recent claim. When an iron fell onto my couch, burning my hand in the process, we filed a claim. Initially, RACQ accepted it, but then they reversed their decision, rejecting the claim because the couch was "melted, not burnt." This excuse is beyond frustrating. Were we… Read more
supposed to let it burn down to meet their technicalities?
This company clearly lacks compassion and common sense. A genuine accident occurred, resulting in damage to the couch, yet they backtracked and left us with no support. Save yourself the hassle and look elsewhere for home insurance – RACQ does not prioritise its customers or their needs.
RACQ worst insurance – RACQ Home Insurance deserves zero stars for their appalling handling of my mother’s recent claim. When an iron fell onto her couch, burning her hand in the process, we filed a claim. Initially, RACQ accepted it, but then they reversed their decision, rejecting the claim because the couch was "melted, not burnt." This excuse is beyond frustrating.… Read more
Were we supposed to let it burn down to meet their technicalities?
This company clearly lacks compassion and common sense. A genuine accident occurred, resulting in damage to the couch, yet they backtracked and left us with no support. Save yourself the hassle and look elsewhere for home insurance – RACQ does not prioritise its customers or their needs.
Insurance rises – We’ve been a long standing customer of RACQ, all of our mortgages and insurances have been with them. After our Home and Contents insurance going to another $1000 this year (it also went up almost $1000 the previous year) I called to see if this was the best they could do. Apparently it was. I understand that there are rises, but this seems… Read more
ridiculous. We’ve now swapped to another reputable insurance company and are saving $1000 a year on home and contents. Disappointing service.
No customer loyalty from RACQ insurance – Racq gold member for 35+ years. Have Home/LL combined policy for 4 years with RACQ, previously 25 years with other insurers. My premium has increased 40% this year. No change in risk, no claims, long term customer! Contacted RACQ. They advised "doesn't matter, premium increase is correct"! Well already 3 cheaper quotes obtained for better insurance. Goodbye RACQ, evidently customer loyalty is not your strength! Show details
FORGET THE RACQ, THEY NO LONGER LISTEN AND HAVE LET THEMSELVES DOWN BADLY – Like many others before me, I have recently had a very bad experience with RACQ. My premium last year was $2500, this year I obtained an early quote in May 24, to find the premium was $6667 and I checked again the other day and it is now $7986. I even got a quote as though our house (on a corner) had been addressed on the other street, it was… Read more
$9952. All the houses that surround us using our data are in the $2900 to $3400 range except one down the road which again is on a corner at $5212. It seems to me that RACQ have a major problem with premium assessments for corner blocks, but they ignored my complaint, quoted me the usual standard paragraphs and now I am at Allianz with a $100,000 sum insured increase and a premium of $2900. I have been with RACQ for 57 years, they would not tell me what has changed by way of risk and even my complaint to the CEO was ignored. So now I have lodged a compalint with AFCA and I may well go to ASIC. I have always sung their praises, no longer is that the case. We had a hail claim in 1/21, but in 2021,2 and 3, we had no major increase in premium. Since I first wrote this, I have been to ACCC and AFCA, both a total waste of time and in my view government money. I have since aquired another quote from Honey Insurance, now at $12786 (underwitten again by RACQ). A variance from $2500, to $6667. to $7986, to $9952 and now $12786. And nobody wants to know how it is that RACQ can argue flood, but come up with all the different offers above. This should be investigated by someone like A Current Affair.
I now see that AIG is involved with RACQ, I think they may be buying their Insurance Arm. I think… Read more
Terrible – Would never recommend RACQ to anyone. Been with them for nearly 20 years and my house insurance policy just increased nearly 100 percent. From $$4400 to $8500 No explanation except the excuse that building materials have gone up, and I have claimed never made a claim. Show details
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Claim resolution ended up taking 5 months