RACQ Pet Insurance

Signing up was a great experience: the person really listened to me, we chatted and laughed, and I felt I had been sold a quality product.
Now I have made a claim however..... what an absolute joke. It took two weeks before anyone even looked at the claim. Then I got a message to call them for "additional details", like my bank details which they obviously have; they do take my money ever month after all.
Then I was told they were waiting for the full history from my vet. A call to my vet confirmed that everything had been sent. They were good...

Wow after a wobbly start and an unhappy outcome. Follow up by a very friendly guest services agent with the outcome being one happy client. Thank you RACQ. Kerrie Boodle

Claims process took longer than expected - waited 20+ days to hear about an outcome. Paid over $1000 to treat a bad ear infection for our pup (needed sedation). Claim was rejected because he had skin allergies 6 months prior and they have assumed ear infection is linked when there is no actual evidence to suggest this - vet didn't notice or mention any allergies at all when treating the ear infection.

Hi all, we took out RACQ Pet Insurance in late 2020, and had an uneventful 12 months, with no drawdowns on the policy. When it came time for renewal RACQ sent us a renewal for $200 more than our original price, a 40% increase. We looked on their website and got a quote for a new policy, rather than renewal, and it worked out even cheaper than our policy of a year ago. The fact is RACQ rewards your loyalty by massive premium increases, and new customers are more valuable to them. Enjoy.

Pretty disappointing that you are penalised for being a monthly client and excluded from being able to pay via Bpay. It's such a simple service that a supposedly big company like this is unable to provide. If you're like me and want to pay via BPay each pay week to ensure you have no outstanding bills at the end of the month don't use RACQ.

According to the RACQ representative I just spoke with it's too difficult for RACQ to track monthly clients accounts if they pay via Bpay - how embarrassing for you RACQ. At least they are open and honest about their short comings.

Took our dog in for a stomach complaint(she had underlying tooth issue and ear issues)which were been managed. Examination and blood test...$400 later.Tried to claim the vet examination and blood test. No renumeration, they related the stomach illness to the tooth decay ....after anti biotics she is fine .Teeth are not affecting her in any way.
Go with another insurer.

Policy entrapped me. Poor value because the hiked the premiums up on renewal. I lodged a claim with them and I was forced to enter into a complaint. Rubbish Service

The actual insurance product seems as good as you will get anywhere however EVERY time I make a claim, even just ongoing medication top ups, we are required to telephone RACQ. EVERY time I am on hold and don't actually speak to a human for minimum 15-20minutes. Why isn't there an online claim service?!! The most basic claim takes around half an hour out of my day but the actual talk time is only about 5 minutes - understaffed?! Just get the online claim service going RAC!!

RACQ Pet Insurance is great value. Multiple clams made for same incident. All claims resolved and paid within 10 days. Previous claims for other incidents have all been paid without question.Have been with RACQ for five years.

They will do whatever it takes for you not able to make a claim successfully. Very slow with processing and requires few follow ups for 3 weeks still with poor results. I cancelled my pet insurance immediately.

Two claims submitted for one of my Golden Retrievers. Both claims paid as per the policy. Fast settlement. Great communication. Highly recommend considering RACQ when insuring your pet. Happy to say my dog is now fit and well!!!

When trying to contact RACQ On the claims line they always have phone lines that cut out or no one can be heard. They then call back once with the same crackling line and then get cut off with no return call. They always say “oh we will have to make do with this line” and Rh n it gets disconnected. 7 days after Calais lodged and no response. Never ever again RACQ!!!

I am a gold 50+ card holder. Recently tried to make a claim on pet insurance by phone. Woman who answered nearly freaked when I told her the claim was $2286, because my dog had to have several tests done to try to identify the ongoing problem. That included ultrasound, fecal and blood tests. The woman to whom I spoke was rude and insinuated I was trying to make a fraudulent claim. I asked to speak to customer service manager. Unsurprisingly, not available!. I requested a call back when available. The call never came.
I rang back much later, spo...

We purchased this policy for our lovey Labrador puppy. Unfortunately we have now had a diagnoses of elbow dysplasia in our puppy and hidden deep within the PDS of the policy is the exclusion of this condition. Unfortunately we will now be spending 6k for the treatment of our puppy, and most likely moving away from our other RACQ products because we simply can’t fathom this behaviour in such a community focused organisation. The exclusion of conditions should be listed night and day on the website, not buried in a PDS and should advise large bre...

Have been a member of RACQ for many years Never any issues regarding claims.
Claims always paid in a timely manner.
Customer service is excellent.
Good to know you are backed by quality.