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RACQ Pet Insurance

RACQ Pet Insurance

2.4 from 54 reviews · View Statistics
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Reviews

  • Value for Money
    2.7 (19)
  • Transparency
    2.4 (18)
  • Customer Service
    2.7 (21)
  • Claim Resolution Time
    • <1 week (3)
    • 1-2 weeks (7)
    • 2-4 weeks (3)
    • 3+ months (3)
  • Claim ApprovedYes (9) · No (8)
Previous
Next

Poor customer relations

published

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.

Value for Money
Transparency
Not Happy Jan
Not Happy JanSouth East Queensland, QLD

Gotta be the slowest responder on the planet

published

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

Value for Money
Transparency

Other Pet Insurance

 
 

0.0
(1,234)
Julie
JuliePerth, WA

Consistently slow claim service

published

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!!

Value for Money
Transparency
Pet Insurance

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Neil E
Neil ESouth East Queensland, QLD
  • 3 reviews

Best Pet Insurance

published

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.

Value for Money
Transparency

Slow, unrealiable and no transparency.

published

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.

Value for Money
Transparency

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Carolyn Ryan
Carolyn RyanSouth East Queensland, QLD
  • 3 reviews

Two claims paid without an issue

published

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!!!

Value for Money
Transparency
Troy30
Troy30Brisbane
  • 2 reviews
  • 1 like

Pathetic customer service!!

published

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!!!

Incentivised Review No
Claim Made Yes

Bad experience

published
Value for Money
Transparency

Other Pet Insurance

 
 

0.0
(1,234)

Don’t make my mistake! Elbow Dysplasia not covered and no link to vets.

published
Value for Money
Transparency
Pet Insurance

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bobyammy
bobyammyOxenford

A must insurance.

published

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.

Value for Money
Transparency
Sue P
Sue PPerth, WA
  • 3 reviews

Disgusting Service and won't recommend

published
Value for Money
Transparency
Bateup
BateupSouth East Queensland, QLD
  • 8 reviews
  • 10 likes

Good Pet Insurance

published

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.

Value for Money
Transparency
Harry Mostert
Harry MostertSouth East Queensland, QLD
  • 3 reviews
  • 1 like

Difficult to deal with

published

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....

Value for Money
Transparency
Keryn M.
Keryn M.South East Queensland, QLD

Strict underwriters

published

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.

Value for Money
Transparency

Other Pet Insurance

 
 

0.0
(1,234)
Darin
DarinPerth, WA

Very particular on pets they insure

published

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

Transparency
Customer Service
Pet Insurance

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Questions & Answers

Madonna B
Madonna Basked

Is IVDD covered in the policy?

No answers
Jasmine
Jasmineasked

Has anyone had any luck disputing a claim through the RACQ dispute resolution committee?

1 answer
Mark
Mark

Trying now, waste of time. But you need to follow process before going to AFRA.

CCMY87
CCMY87asked

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.

1 answer
Alice S
Alice S

Yes that was my experience n it was pretty bad. Did u ring on this number 137202? That’s the number to call n make sure you ring during their business hours. Good luck!

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Details

CategoryPet Insurance
UnderwriterRACQ Insurance Limited
Annual Benefit Limit$12,000
Amount of Vet Bill Covered Up to 80%
Minimum Pet Age 8 weeks
Accidental Injury Cover Included
Illness CoverIncluded
Routine Care CoverOptional Extra
Tick ParalysisNot Included
Emergency Boarding FeesUp to the annual limit of $1,000 if you are hospitalised for 5 or more consecutive days
Lifetime Cover Included
Cooling Off Period21 Days
Consultation FeesNot Included
Cruciate Ligament ConditionsUp to $12,000 (included in the annual limit)
Waiting Period for Illness 30 Days
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