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.
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!!!!
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.