Slow, unrealiable and no transparency.
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 paid without an issue
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!!!
Pathetic customer service!!
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...
Don’t make my mistake! Elbow Dysplasia not covered and no link to vets.
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...ed owners not to consider their products due to the prevalence of the condition in these breeds. What do RACQ expect, that owners will simply euthanasise their puppies with elbow dysplasia? Their customer service can’t be faulted and I have never had a bad conversation with RACQ in my years as a customer but this is pretty disappointing, our vet with his years of practice thought it was strange a insurance company would not accept claims for elbow dysplasia in puppies insured from 8-12 weeks. Additionally we learned RACQ is one of the few insurers not linked to vet practices allowing the practice to make an easy claim on your behalf. Steer clear of this insurer if you have purchased a large breed dog or don’t want to pay pet insurance only to have it let you down when you needed it the most.
A must insurance.
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.
Disgusting Service and won't recommend
Live in WA. Called RAC insurance and was told I had to make contact with RACQ who looks after claims.
Was transferred through to RACQ and after a 20 minute hold, was told that I should call back when available. Called back and another 20 minute on hold had to hang up as I was busy with work. Called back third time, WA time only to be told that the Queensland office was now closed as I had called out of hours.... Interesting seeing as the ad on TV bags other insurers due to RAC being local and in local time. The young man on the phone said he ha...
Good Pet Insurance
RACQ offered the cheapest policy with good benefits that were on par with the rest of the big insurers in Australia. I have been with them a year now. I lodged a claim for my dog having treatment - some $4000 worth of bills, and it was processed reasonably fast. The people on the other end of the phone were very helpful. My second year bill jumped up $60, so will be calling them to try and get them to lower this, as there are cheaper companies out there for the same thing.
Difficult to deal with
Policy looked ok and was easy to set up.
This was the first time ever taken out pet insurance.
What a bloody hassle when we took our 6month golden retriever in for check up on a ear infection and sore paw. RACQ would not process the claim with history. I get it. However our Puppy was only 6months old how can we produce history when puppy hasn't got a history. I got constant emails and letters requesting history. What a joke. Why can't some just pick a phone and call me. I had to call them in the end. Now they say in a letter its out side the Policy, its taken too long.
I wish up front you were asked to provide a Vets - "Condition Report" this would saved me not a lot of pain.
So now i am out of pocket what a joke....
Strict underwriting and exclusions. I had a dog covered for many years who had a life long illness, and then decided it was too high risk and was forced to leave the policy. The customer service was terrible and zero empathy during stressful times involving my fur kid/s.
Very particular on pets they insure
Our dog had back leg problems when it was a pup. Vet fixed legs and said it would probably not be an issue for the rest of it's life. Dog now seven had no other leg issues and RAC said they will not insure him
Fantastic service, worth having
My cat recently became very ill. Which ended up being a rather expensive treatment of 3 weeks at the vets, specialist and emergency. It was a massive claim with my RACQ Pet Insurance, and they paid the full amount. It's worth it being with RACQ. Happy to have 3 pets insured with RACQ.
- Verified customer
Devious hidden exemptions and make their money by not paying claims
Having two dogs insured for a couple of years I thought they would cover a normal routine procedures including an X-ray and an examination for an accident.
They spent nearly three weeks finding every way to postpone the decision then not to pay the claim. Eventually they cited the reason that as the vet had not resolved the cause ( the vet cannot) they have the right to decline the claim, the reason was due to an obscure exemption buried in the fine print that other companies do not exempt and even cover with an exemption waiver..
To make matt...
Won’t pay even basic claims
Although the breed of dog is specifically stated in the certificate of insurance, failed to pay out on surgery due to the issue being a common concern in the breed. Researched policies carefully because I was aware of issues with claim payout but I thought RACQ was reputable so am extremely disappointed. Pre- existing condition an easy out for non payout of claim.
Terrible service & waste of money
Stay away from RAC pet insurance.
They do not pay out large claims. They will claim it is a pre existing illness even though my dog has no vet record of pre-existing illness or injury I even got my vet to write a letter to them stating that and still can’t get my claim accepted.
Very difficult deal with and the worst costumer service.
I seriously don’t know how they can get away with it.
Took awhile but got there in the end
I recently made my first claim, was quite easy, just called up and answered a few questions and they did the rest. They contacted me a few times throughout the process with updates. My only complaint was that it took about a month to get an answer, but in the end they approved my claim, refunding me $1100. Hopefully future claims won't take as long. You do need to be careful about pre existing conditions though. I took my dog to the vet once a couple years ago because she was in pain, gave her a couple of pain meds and was fine but now they're trying to say she has osteoarthritis even though she doesn't. Now I have to take her to the vet and fill out a waiver form to get it sorted out.
Don't waste your money! Terrible customer service
After jumping through hoops for months and getting every piece of information they needed I then had to chase them up every week to get some sort of update.
After that I get told they won't cover the vet bills because it's a pre existing condition because 2 years prior a vet "suspected" it to be a certain health problem but a "proper examination under sedation" was needed to confirm it. Unfortunately that was enough for racq to class it as a pre-existing condition.
I tried to dispute it but just got a copy and paste reply, I then wrote my c...oncerns publicly on their facebook page to which I was told I would be contacted by customer service which I never was . I took out pet insurance, home and contents and car insurance with this company and have been a loyal customer for over 8 years with no claims made and this is how I get looked after! Funny thing is I change company's and for the exact same insurance for all of my assets I'm saving over $65 a month!! Stay away from RACQ pet insurace, try RSPCA or Woolworths pet insurance instead
Non stop phone calls after obtaining quote
Went onto the RAC Pet insurance website to purely see what kind of costs/quotes are involved with their pet insurance, i didn't even progress the page after seeing the quote and I have been spammed every day non-stop with random phone numbers linked to RAC Pet Insurance trying to get ahold of me!! Do youself a favour don't even bother getting a quote from these guys if you do not want to get a tonne of unsolicited phone calls, pests.
Huge Improvement, well done RACQ!
I wrote a review entitled "Lengthy Claim Process" on 3 October 2018. The service was absolutely horrible then.
Yesterday, I've had to lodge a new claim for a vet bill of $239.34. I rang and spoke to Laura in the claims department. She was delightful and very helpful. The call took about 15 minutes. I was given the claim number and advised to email the invoice & treatment notes as soon as possible. I did all that yesterday.
Today, I received a call from Laura. She advised that my claim has been accepted and I will be reimbursed...80% of the vet cost. What a huge improvement! I thought I would be waiting weeks to hear back about my claim. Thank you Laura & RACQ. Well done!!! Please continue to deliver such excellent service!
Questions & Answers
Have you guys had any luck speaking to someone with regards to the insurance coverage? I've been transferred from WA to QLD, spoke to 6 people, still seem to not able to be directed to the right team/person. If this is how they are handling queries, I highly doubt they will be any better when it comes to claim time.
|Underwriter||RACQ Insurance Limited|
|Annual Benefit Limit||$12,000|
|Amount of Vet Bill Covered||Up to 80%|
|Minimum Pet Age||8 weeks|
|Accidental Injury Cover||Included|
|Routine Care Cover||Optional Extra|
|Tick Paralysis||Not Included|
|Emergency Boarding Fees||Up to the annual limit of $1,000 if you are hospitalised for 5 or more consecutive days|
|Cooling Off Period||21 Days|
|Consultation Fees||Not Included|
|Cruciate Ligament Conditions||Up to $12,000 (included in the annual limit)|
|Waiting Period for Illness||30 Days|
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