Fine until you have to lodge a claim
You get what you pay for - they may be cheap when it comes to premiums but when you actually need to go through the claims process they are terrible.
Their 'trusted repairer' cannot be trusted to attend to a small to medium lot of damage within a full business week... you'll also be told conflicting things by the customer service officers both at MSR and at RACQ. When it comes to complaint management, they start off quick to address the issue (mostly offering some financial compensation) but don't believe anything that is told or promised to yo...
Virtually effortless to get my matter sorted.
Someone accidently smashed my car window while mowing. I took the claim through the RACQ and they were fantastic, there was minimum effort to get the glass repaired the next day. I was so happy. I feel this is some of the best money I pay because it gives me peace of mind. Also I would like to shout out to all the RACQ roadside assist guys. They've all been fantastic and they make sure that being a female I was not left in a vunerable situation when I was in a location I did not know.
- Comprehensive Car Insurance
- Verified customer
Worst insurer! Disgusting service
Spent $3.5k over three years for full comprehensive to make a claim after a lady bit** hit my BMW in a carpark. For my claim to be rejected as I did not disclose my traffic history that considered of one drink driving charge! That had nothing to do with this incident as I was stationary in a carpark but in the PDS (fine print) there is a clause about disclosing any new or old traffic convictions. So I had to go after her insurance company with my witness statement (she didn't have one) so Allianz paid me out instead of my own insurer. Would not recommend RACQ due to their sneaky tactics listed in the product disclosure statement.
Terrible Service, Can't Even Guarantee Their Work! Avoid!
Absolutely terrible service. Can’t even guarantee their work!
I booked a car I was interested in buying for a pre-purchase mechanical inspection and a cost of $249. Had to wait quite a while to get it inspected. When the mechanic (by the name of ‘[name removed]’) finally inspected it the vehicle he ticked almost everything (including Air Con and Aux Drive belts) as green on the final report. I purchased the vehicle thinking that the mechanic actually did his job and went over the vehicle.
Next few days I start hearing a squeal coming from the ...drive belt. Take it to another mechanic who says it needs a drive belt replacement as the belt is cracked, stretched and old. Even take pictures and get a report. Call up RACQ and ask “What the Hell’ after sending them all the evidence. Basically get told by the senior customer relations rep (by the name of [name removed]) that because I don’t have photographic evidence and sound recordings FROM THE EXACT DAY of the mechanical inspection (I wasn’t even there as I sent them to the sellers house as they are mobile mechanics) that they couldn’t guarantee their work, there was nothing they would do and that somehow it was my fault. Yeah sure, like a drive belt just becomes cracked, old and stretched over night. I told them in no uncertain terms that I wanted my vehicle re-inspected because now I had purchased a car which could potentially have a bunch of other stuff wrong with it seeing as the initial inspection didn’t seem to have been done very well. Got told tough luck and not going to happen. I have been a loyal customer for over 5 years however I have now moved my insurance away from these guys after being treated like trash. I would advise all to do then same. Ohh and if any RACQ reps are reading this and before you try and lie and say “You cant find a record of me being a member” or some other my old policy number was 51883267PG and the number of the crappy pre-inspection report is 6315054. Shame RACQ!
Just another nail in the coffin
RACQ told us to rent a car while ours was repaired and send the rental bill to the other parties insurance company, whose client was deemed solely at fault. Five months later with emails and letters not being answered, the two insurance companies decided to have a COVID handshake leaving us with the $550 rental bill. Takes only so many nails before the coffin goes into the ground .
I had to make a claim for the first time ever on a written off car worth $10,000. The police were so helpful and kind, had so much compassion and were very prompt with their investigation. When it came time for RACQ to process the claim, I was met with such nastiness and mistrust. I felt like a criminal! They investigated the claim, demanded phone records for myself and partner, 3 months of bank statements, police record, driving history, car service receipts, 1 hour interview with myself, interview with my partner and my mother (even though ne...ither of them were on my insurance). I had 2 weeks to supply all of this, otherwise they would not progress with claim. The interview process involved asking irrelevant questions regarding my mothers health, my pregnancy, the hours I worked leading up to and after the incident, my whereabouts for five days before and after the incident, purchases I made ... Just never ending. The interviewer was demanding, demeaning, rude and abrasive. Obviously a scare tactic for the interviewee. Guilty until proven innocent. The interrogation process was horrible, the interviewer was trying to find any way to not accept the claim and avoiding paying! They have made no effort to investigate anyone else in this claim, clearly trying to void my insurance or blame me. I am still expected to pay my insurance on the car, even though it was written off! 6 weeks has now passed, and still waiting. No updates whatsoever, I need to initiate all phone calls. There seems to be no end in sight for this investigation. Don't expect any loyalty from RACQ. They're a lazy, horrible, expensive, careless insurer. I will be complaining to the AFCA.
Just another corporate entity
I have been with RACQ for several years and had two cars & my house insured with them. I always thought as a not for profit they would have a stronger focus on supporting their members. Then I made a claim for the first time, for a theft of vehicle for which I was totally blameless. It was a truly awful experience and in my opinion a typically corporate response. Technically, their interpretation of excess due is probably correct but no account was made for the circumstances. I've exhausted their complaints process & now wait to see if AFC...A is of any use. I decided to switch my insurance to youi for the car & ING for the house. Both were substantially cheaper, despite me getting all the RACQ discounts. Youi includes road assist which is extra with RACQ. On a side note RACQ wouldn't refund the annual fee component paid in advance. In a nutshell, if you're going to deal with selfish, uncaring corporations, you might as well deal with companies that operate efficiently and not one that pretends to be something it is not.
I got a text from NRMA'S (other person insurer) debt collector because my insurer RACQ didnt manage to fulfill there end of the deal and pay NRMA for an accident i caused 12 months ago! . I payed my excess of $600 ish and im a rating 1! - now ive been sent to a debt collector because the insurance companies incompetence of contacting each other!. How does a fully insured person get sent to a debt collector?! DISGRACEFUL! Not only that i had a terrible time getting the repairs on my car done at RACQ nominated repairer, in the end the repairers manager said we still it up and you can come back another time and we will fix it when you can leave the car for a longer period. They had it for a month for just a bumper bar!
Customer service assistant wanted to cancel the policy immediately when covered & paid for 3 more weeks
I called RACQ to cancel my current car insurance policy because I found a cheaper provider (80% less). The person asked me whether I wanted to cancel the policy from today. I said yes, and asked whether I was going to get any refunds. She said no, because I pay month to month. Then I asked until when I was covered. She said 3 more weeks from today.
I said that she should have told me that. She said that it is in the product of disclosure.
I consider this omission of details a really bad customer service, without caring about the customer, becau...
rip off fools
800$ new car policy ,2 weeks old,other party wrote my car off so aami paid out,racq didn't want to refund or transfer policy to new car,stay away from RACQ, these are professional crooks
Agree with another reviewer - you have to do all the work
My daughter was backended by a driver in regional area, in a no-fault accident and it caused her no end of grief. Our family was all with RACQ MV Insurance for our 4 cars. On the side of a busy highway, with emergency vehicles and police all around, RACQ asked so many questions of my husband when all we wanted was to quote her membership details, and find out if a tow truck which had arrived could take her car back to their depot and be covered by her RACQ comprehensive car insurance. And then although she had a lot of details, including the...other driver's address and insurance details, RACQ wouldn't accept the claim because they couldn't find their address, and our daughter had to contact the other driver several times, as RACQ kept asking for more detail. Turns out the other driver was in a new estate, but that wasn't my daughter's fault. Why doesn't RACQ have more up to date records, and why do they not make it easier to get assistance in an emergency, when my daughter was in shock from the accident?
RACQ make you do all the work
Involved in a car accident on the 11th of Feb. Fully insured with RACQ with 3 cars for many years. You have to make all the phone calls as we have not been called once by anyone from RACQ, I raised a complaint and was told I would be contacted, this has not happened and I was hung up on and I was not rude at all
Please do yourself a favor and don't get insurance from these guys
If you are in Brisbane do not get your car insurance from them, first of all they send you to a repair shop that has terrible reviews and take almost 2 months to even look at your car then they get wrong parts then and you to a guy that calls you whithin 3 weeks or when he feels like . It has been 4 months and still waiting on parts and a phone call
I am very disappointed about racq car insurance!
I am very disappointed about racq car insurance! Last year November a crazy lady speedy off the highway and hit my car but unfortunately there is no camera on that road, the crazy lady lie to her insurance company and denied her fault. Racq is useless to do anything and asked me to responsible for this accident. I nearly have been killed by this bad woman and now suffering injustice. And it's very difficult to reach the racq phone number, staff very rude! I am going to quit racq insurance company!
Terrible car insurance
I've never dealt with such terrible insurance company, so slack and incompetent. I've had to keep on calling them about my claim after a car accident with one of their client ( i'm not at fault). I emailed them the details of the accident a week later and only about 2 1/2 months later they sent to me to get a quote for my car and will call me back on Monday. But it been 6 days, no one call me back, so i end up calling them. I came across a smart aleck telling me they still assessing the quote and not to drive my car if it is not safe ( so how the hell do you think i can go to work without my broken car, thanks for the advise). Still in dispute about this, but worst car company ever.
Collision repairer choice is terrible. Car is still not fixed, and they do not care. All emails phone calls etc ignored. Outside and mechanical issues, not fixed, even after returning it twice.
- Comprehensive Car Insurance
- Verified customer
Worst Insurance: Stay away
The policy was not the most expensive but was still way more expensive than a lot of its competition.
A claim was lodged, they only fixed the exterior of the vehicle, did not address the leak issue that arose after the accident. Claim was lodged October Mid, dispute was raised in November. They told on January 2, and that they will not fix the car. They still have my car and has not even returned it.
Stay away from them.
Absolutely pathetic. I've never dealt with such an incompetent insurance company. I've had to constantly call about my daughters claim after a car accident (she was not the at fault driver)
They haven't even bothered to chase up the other party even though we have filed a police report.
They leave you on hold for an hour, only to give you no information.
Take your business elsewhere. They are useless and deserve the bad reviews.
I was recently hit from behind at a roundabout. I called racq straight away, and initially everything was fine with regards to organising repairs. But upon asking about a hire car and this being covered by the at fault parties insurance, was told I had to contact them and ask them to lodge a claim. I would then have to contact his insurer to organise reimbursement. What? I've been paying racq comprehensive insurance premiums for 20 years and am expected to do all the work! The guy who hit me was awful and abusive, I was in shock and had mild whiplash. Everytime I call racq I have been on hold for 30 minutes. I lodged a complaint 2 weeks ago and haven't heard a word. Avoid racq please people!!
How to get RACQ to pay out on a stolen car claim
As a Gold Member and loyal customer of RACQ for 30 years, I was disgusted with RACQ when we made a claim for my son's stolen car valued at approx $ 10,000. The car was recovered by the police the next day, badly damaged. RACQ assessor agreed to write off the vehicle. We are still waiting after three months for the claim to be paid. RACQ have subjected my son to incredible interrogation and investigation demanding phone records, bank statements, police record, driving history etc. The saga continues, we have complained to AFCA. There seems to be...no end in sight to the witch hunt to avoid paying on a claim. Thirty years as a good customer with minimal claims is obviously worthless to RACQ. Beware of insuring with this great all Queensland member owned organisation. It seems RACQ works for its members except those who make claims!
Questions & Answers
RACQ caravan insurance why won’t they insure the tv and radio aeriels
I am looking at a repairable write off vehicle that has to go through an inspection yet and if it passes with flying colours does it cost more to insure it or just the same as non-repairable write off?
Had RACQ vehicle inspection all oked by racq continued with purchase, then 4 months later car blew the motor 2 mechanics said the problem would have been there for a long time. Do we have a case. Sharyn reply to firstname.lastname@example.org
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