Poor customer relations
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.
Gotta be the slowest responder on the planet
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
Consistently slow claim 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!!
Best Pet Insurance
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.
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
Questions & Answers
Is IVDD covered in the policy?
Has anyone had any luck disputing a claim through the RACQ dispute resolution committee?
Trying now, waste of time. But you need to follow process before going to AFRA.
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.
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!
Get an answer from our members
|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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