RACQ Travel

Thinking of RACQ being a reputable company we would have no interest. While I was treated wonderfully in Japan after my accident, trying to get refunds for my medical and missed tours it was a nightmare. No communication from the third party… Read more

company, when we got someone on the phone she was so rude. Took us over 5 months to get dollars back and still not to what we applied for. Will never use RACQ again as they weren’t interested in our problems either.

Refused to cover my son because he has an EpiPen as a precaution. He’s not diagnosed as anaphylactic but has an EpiPen as a precaution. They said they won’t cover him if anything happens with a food allergy I offered to pay extra and say that he is anaphylactic but they still refused. Show details

Our Qantas flight to Narita Japan was delayed by 3 hours causing us to miss transfers to our accommodation, purchase accommodation at the airport and arrange new transfers for the following day. friends of ours travelling on the same flight with the same transfers but with different travel insurance were reimbursed within 3 weeks of arriving home.… Read more

RACQ/ Tokio Marine dragged the claim out for about 6 months only to say that they don't cover cancellations or delays by the transport provider. one of the main reasons you have travel insurance. never again!

We had a medical experience over seas , we had to fill out and scan a bit of paperwork. We went to RACQ TRAVEL at ur Maroochydore store, we spoke to a lovely lady Cathleen Campbell she had no trouble scanning and emailing our paper work for us a few times ! Cath was allways so happy to help us out with a present happy attitude . Thanks Cath Show details

Travelling thru rural thailand and had to go to hospital , I was so impressed with the service I received from on call international, very helpful and constantly checking on my condition. I do travel to Asia regularly and have had many travel insurance policy, which are not worth the paper they are printed on. I will certainly choose racq travel insurance again. Thanks for looking after me, while aboard. Show details

Travel Northlakes RACQ – Mary Powell is very patient and professional with our group of 22 - this being our 2nd Cruise on P&O and Mary our Agent 2nd time round. I am grateful for all your help in making my daughter’s 21st birthday memorable. Thank you! Show details

am writing to express my absolute outrage at the way my recent travel insurance claim has been handled. My flight from work was delayed due to a mechanical breakdown — a completely unforeseeable, uncontrollable event — which resulted in me missing my connecting flight to Bali. I was forced to pay an additional $500 out of pocket for a replacement… Read more

flight.

Despite this being a clear case of force majeure, your company has shamelessly denied the claim, citing that you don’t cover missed flights caused by mechanical breakdowns. This is utterly ridiculous. How exactly is a traveller meant to prevent or remedy a mechanical failure on a commercial aircraft? Your position suggests that travellers are being punished for events entirely beyond their control, which defeats the entire purpose of having travel insurance in the first place.

Your refusal to cover this claim is not just unfair — it’s predatory. I paid for this policy in good faith, expecting that legitimate travel disruptions would be covered. Instead, I’ve been left financially penalised for something I had zero control over, while your company hides behind fine print to avoid responsibility.

RACQ travel insurance is actually provided by Tokio Marine. Their policies are not worth the paper they are written on. There will always be an interpretation of a clause in their terms and conditions that will allow them to get out of paying a claim. Show details

Completely incompetent – I made a claim for costs following a medical incident overseas. It was one that is included in the standard cover. After a few weeks delay I got some of my costs reimbursed less the deductible. A week later I received a further invoice for associated costs which I immediately sent to them for reimbursement. That was about 2 months ago. I have… Read more

emailed them but only get the standard response that they are very busy. If you ring them you hang on until you accept their offer of a call back - which never comes. The only time I managed to get through to their call center they could not find anyone to tell me when my claim would be finalized. Obviously they do not have enough staff to process claims. It is surprising that they have no problems collecting payments for policies. Any approach to RACQ directly is useless as the quickly explain the are merely the selling agent and do not deal with any claims and only results in RACQ transferring your inquiry to the very same number no one answers.

Had to return to dying Father – Worst experience ever Father went into hospital when we had just started our holiday and in Manila. No response from emergency line and when we contacted RACQ they advised they couldn’t assist and to keep trying emergency contact number. Arranged own return. When trying to claim RACQ seemed to role every barrel to prevent paying our claim. Not one ounce of assistance through the claim process. Will never use again.

Frustrating – I’m still waiting on an outcome from a claim at the start of February. Every time they request a new document I have to wait another ten business days minimum, only to be asked for something else. It’s so frustrating, definitely won’t be using them next time.

Misleading and deceptive – I will not insure with RACQ for travel again. I lost my kindle on the plane and my claim was denied on the basis that it was left unattended. This is misrepresentation when the summary of cover says that lost luggage is covered. When you read the detailed policy, it says it must not have been left unattended. Query how it can get lost if it is not… Read more

unattended. Misleading and deceptive. The customer services was not responsive, took them a month to tell me that claim was denied and I had to call them to find out.

Stay away from RACQ travel insurance – First of all, stay away from this travel insurance. We thought we would use their services as we are members of the road assistance services. Dealing with them as been very hard the issue has still not been resolved after countless emails within the last three months. They refused the first claim telling us the amount did not reach the excess… Read more

threshold, however they did not read properly the receipts provided as they were in Euro and Au$. The missed connection due to flight delay is still an unresolved issue as after dealing with a very customer service, they are now asking us to contact the airline to ask a justification letter about why that flight (now three months ago) was delayed! This insurance is an absolute joke. That was the first and last time we used them!

Do not recommend, steer clear! – I am a member of RACQ for other insurance purposes and have had a good experience with them, so I figured they would be a reliable source for travel insurance - I was wrong! From my experience, this company will do anything to avoid paying out claims despite evidences being provided. Our claim was rejected, so I sought a review/complaint. During… Read more

the conversation, I stated my grounds for why I believed the claim should be approved. The assessor stated that they weren't aware of the information, however I advised that it was listed in my claim submission which they assessed. I was then advised by the assessor that someone from the complaints team would call me within 10 business days to discuss my complaint. Nobody called and instead I received a letter stating that my claim had been reviewed by the complaints team and will not be approved. From what I can see, this company really don't value customer service and they are all about rejecting claims wherever possible and they will draw on any technicality they can to avoid their responsibilities. Not to mention the lengthy delays in having my claim assessed. Save yourself the trouble and steer clear from RACQ Travel Insurance! I wish I had of seen their reviews before I purchased their service.

RACQ Travel Insurance – Cannot recommend highly enough. Would give 10 stars if I could. My partner broke her foot whilst we were in Portugal. The medical side (On Call International) were brilliant. They constantly communicated with us throughout the ordeal, which included surgery being required whilst in Portugal. Then arranged Business Class flights home once my… Read more

partner was cleared to fly. Upon arrival back in Australia, the claim side promptly wrapped up our financial claims and deposited into our account. This was our third extended trip in which we've used RACQ Insurance. It's not until you need it that you find out how good or bad the experience is. Again. would give 10 stars if we could.

Waste of money! – On a recent trip to Vietnam my wife was unable to board Vietnam Air due to a minor date error made my the Vietnam Govt when they issued the visa. We had to reschedule for the following day once we had obtained an emergency visa. The overall cost to us was $2000 (emergency visa, flight amendment costs and overnight accommodation). RACQ rejected the… Read more

total claim … I have to contact them a number of times to get any action. Their customer service was appalling - timeframes and promises were NEVER met. Definitely not recommended.

Waste of Time and Money – My husband and I had approx 10 teens swarm us in Kuta, Indonesia and by the time we got through them and had a chance to stop we noticed the front zip of my husbands back pack was open, his phone (iphone 14), Bose earphones and a small amount of money (AUD $140) was stolen from the front zipper of his bag. We cancelled the IMEI on the phone and… Read more

cancelled the sim card, obtained a police report and provided everything to RACQ. His phone is still on a plan with over $1,200 still owing on it.

After constantly following Maryana up, RACQ offered us $500 but with the excess of $250, only $250.

We have been with RACQ for years and have policies for pet insurance, home and contents insurance, car insurance and we are now in the process of looking elsewhere.

We are absolutely appalled. Steer clear it's an absolute waste of money.

DON’T BOTHER! – Don’t bother with RACQ travel insurance. If I had my time again I would have been better to get on the nearest flight and go home for medical help. We extended our insurance whilst in Indonesia but because it was a new policy we were declined on the basis that we didn’t purchase it prior to leaving Australia (even though we had a policy prior to leaving). Save your money and have it on hand just in case of an emergency. Show details

Rejection of claim – Tried to claim lost backpack with contents as it was accidently left on train in Italy. Even though we had a police report, the claim was rejected as we had left it. Show details

Do not use RACQ Travel Insurance! – we had travel insurance that was supposed to cover Covid 19 whilst overseas. My wife contracted Covid to which we ended up in a quarantine hotel in Italy, we had to cancel all return flights book trains Hotel, and pay a huge sum for the Hotel plus rebooking fees for our flight home. Well when we arrived back home I put in a claim only to finally… Read more

receive an email from their insurance company, Tokio Marine Management to say that will cover not a single cent! Find a reliable travel insurance company and please dont use either RACQ or Tokio Marine Management!

Absolute rubbish travel insurance company – We took out RACQ travel insurance from Australia to Greece in august 2022. During one stop for a week, our accomodation had absolutely no electricity upon checking in with no option to refund at the time leaving us no option to find somewhere quickly and book elsewhere. After endless calls and following up my claim multiple times via email, RACQ… Read more

decided to reject the claim stating it was not in there guidelines when it clearly states it is. After constant running around trying to get in touch, there only answer is, they will progress the claim further. After 5 attempts at being told they would Progress further, they decided again, it wasn’t in their guidelines ignoring my factual Emails showing the evidence. Very misleading and fraudulent company just accepting money to insure with non intentions to paying a claim when it comes up.

This is a poor travel insurance option – Took out and annual travel insurance policy for domestic travel within Australia. Became injured while on a trip and they are refusing to cover the "gap" or out of pocket medical expenses. I have not requested any expenses be covered that would be covered by Medicare or private health as per their PDS I have only requested they cover expenses that are out of pocket.

Do not recommend this company for travel insurance – This must be the worst set of reviews on the Internet for travel insurance. I am now into my fifth week of submitting my claim with receipts and all the necessary documentation and to my amazement they do not respond to my e mails, secondly are now saying they have no knowledge of my claim! What on earth is going on with this company? Be warned find another travel insurance company. Show details

Never again with RACQ! – Read PDS carefully,so many sections hidden that you will end up getting almost nothing. My friend got her insurance from a different company and she got all the refund for the same claim I had, no trouble at all and very quick too. With RACQ they will ask so many paperworks but give you a worthless refund. Regretted getting my travel insurance from them, never again though RACQ. I paid premium with zero excess for nothing. Show details

Don't get sick ......... and think you're covered – Took out travel insurance when i booked the tickets. Live in queensland and RACQ made it easy to sign up. I made full disclosure . However the difference from feeling safe in terms of not losing money, and reality if things go wrong is huge. Our experience was that the company will keep asking for additional information till it becomes obvious… Read more

they simply won't pay. You may see the logic of a payout ? Perhaps you might Also satisfy them : I couldn't. Not worth the stress ......Expensive experience

Emergency travel claim with RACQ Travel – Despite being forced to be offloaded in a foreign port as our scheduled ports would not allow us entry because of COVID 19 our flights home were not covered under emergency assistance. Being stuck in Oman and having our initial flights cancelled once we got to the airport we certainly called it an emergency! Thanks RACQ for absolutely nothing.… Read more

Being a gold member means nothing apart from a discount on travel insurance which was completely useless. After many emails and supplying multiple documents we found the claim was never going to be paid and they just wasted our time. Be upfront in the beginning and stop wasting our time.

Helpful, easy process, would recommend! – I booked a 3 week European holiday for April on January 1st 2020, and purchased my travel insurance through RACQ on the same date. Unfortunately due to COVID the entire trip was cancelled and throughout the process I was able to call RACQ who answered my (many!) questions on what the best course of action would be in regards to waiting for… Read more

refunds etc before making claims, what to cancel and what to wait for etc. (they could not tell me what to do but pointed me in the right direction) and once I had received all the refunds I was eligible for I submitted the claim via email and received my full claim minus the excess within a couple of weeks. I was never on hold for more than an hour even in the thick of the pandemic (Was not unusual to spend 3 hours on hold to reach Webjet only to speak to an overseas call centre), and always spoke to an Australian. I honestly couldn't be happier with them and was extremely pleasantly surprised! I also have car insurance with them and have always been happy with their services on this as well.

Does not pay out! – Despite being led to believe that our emergency flights home during the Coronavirus pandemic in Europe would be covered, they then refused to pay out the claim. Despite having been an RACQ member for over 7 years and never having submitted a claim their customer service was terrible. DON'T USE THEM FOR TRAVEL INSURANCE! Find a specific travel insurer, and check all of the details!

RACQ travel insurance unreliable – I took RACQ travel insurance on the 8.2.2020 I book my trip on the 30-12.19 Then the boarders were close due to COVID 19. I paid a total of 340$ . I claim for the no refundable amount a total of approximately $1.200 . They declined my claim because instead of acknowledging the pandemic date by the WHO they chose the health alert which it was not… Read more

publicly known . They use this loopholed not to pay me . So beware of dodgy practices from this company. Base in my experience they are no loyal to the customers.I was this company customer for ten years. Maria

Unhappy customer – I needed to get a refund from RACQ, I explained that the card they had on file was now attached to a closed account, they said there was nothing they could do, I would have to wait until it bounced back to them. Two weeks later I call them and they still tell me they can't do anything. Show details

Successful Travel Insurance Claim – I had a policy with RACQ Travel Insurance for a trip I had to cancel due to Covid 19 travel bans. I gathered all of my documentation and submitted a claim on line. It was paid in full (less the contractual excess) in one week. I will be happy to insure with them again Show details

Total Refund – I’m happy to say that with all this Covid-19 going on I was able to get a full refund for my trip to China that was suppose to happen in May 2020. I processed it all online and it was all finalised within about 1 month off starting the claim which I believe is a fantastic turn around considering they must be getting inundated with claims at the… Read more

moment. After reading others have been having trouble getting refunds due to it being a pandemic, I was extremely concerned I wasn’t going to see a cent as TripADeal wasn’t offering refunds and my only option was to take another trip to China within 12 months which wasn’t going to suit me. I did have premium coverage and had paid for my insurance the same day as I booked my trip, which I always do so it was before anything had even broke out in China. Will book through them again if I get the chance to travel abroad in the future.

Not worth the paper it is written on – Try everything possible not to pay the claim - evidence after evidence required. They take about 3 weeks to respond, and only to request more evidence. No end in sight. We bought the insurance in August 2019, with travel booked 2 April 2020. Due to Covid-19 , and all were cancelled by the airline. It is now the end of May 2020, and RACQ still… Read more

want to play some games to avoid any payouts. Even the bit remaining after Singapore approved a so-called refund that l take 6 months to be finalised. Now RACQ want this same kind of evidence from hotels in Turkey, bookings type was 'non-refundable, and that is printed on the bookings already submitted to RACQ the the next level in the game by RACQ is now to get some kind of letter from the hotels that they do offer a refund. We will now never visit Turkey and if any credit could be availble, will RACQ pay for the ticket so I can use $100 hotel bookings? RACQ is a big disappointment. Will not use this insurer again and we rethink all the other services were use from RACQ. Untrustworthy at best. It is unethical to take payment for a service you do not even deliver.

Claim – Very hard to get a claim to a lost baggage they need receipt? Show details