CHANGING INSURANCE COMPANY. VERY INCOMPETENT
My mother is 82, frail and living in the family home. My sister is currently living with her. Friday morning they woke to a flood, the hot water cylinder had ceased to work overnight. This was reported to RACT at 6.30am as an urgent claim. At 8am they received an acknowledgement call, assuring that the assessor will be in touch very soon. They were advised to turn power off. The assessors office phoned not long after and again my mum was assured that the assessor would be in touch soon. My mum assumed that the assessor would point her in...the right direction re a new hot water cylinder, plumber, electrician and carpet drying. After numerous phone calls through the day to RACT who were not sympathetic towards my mum's needs, finally at 4pm.....yes that's right 9 and 1/2 hours post initial report the assessor arrived. Power was turned on and industrial dryer was set up. But of course at 4pm on a Friday afternoon, there was no way to source a hot water cylinder, plumber or electrician. The industrial dryer partially dried the carpet, and will return on Monday....when the carpet will be smelly and beginning to mould. Can you imagine what it feels like for an 82 year old, with no heat in her home, freezing because of the moisture caused by the flooding and power off so no heat pump.??? So this weekend my mum who pays over $2000 annually for insurances with RACT has no hot water and smelly, mouldy carpets. TOTALLY UNACCEPTABLE. RACT management and assessors should be thoroughly ashamed of yourselves. After reading the reviews for RACT insurance, no surprises how unprofessional and totally inept this business is. Shameful way to treat a customer.
RACT blocks you on FB
I have been waiting 4 months for them to fix the bridge connecting 2 houses to the road. I am now emailing them every day to remind them they actually need to fix it, not just charge premiums for bridge insurance. Edit - it is now approaching 5 months next week. I have sent them 35 emails in the last 3 weeks. No reply to any of them. Edit - It is now the 19th of October. I am still sending emails to RACT everyday. They still have not answered any of them. There is still no progress on the bridge.
7/11/2018 - RACT actually worked out how to pho...
- Verified customer
We had a burst water pipe. But that was just the beginning of our troubles ....
Six months to fix a problem that should have taken six weeks. Instead, we had six months of constant haggling on the phone. As time went on it seemed to us that all they were interested in was saving money. After three months of obfuscating, they insisted on redoing the scope of works from scratch, to remove "unnecessary" work that had been already approved by the independent assessor.
The whole experience was a nightmare. We are now at last back home, but there are still issues that remain unresolved.
- Verified customer
No Flame... No Fire that's their policy!!! Smoke damage NOT covered.
... So if you have smoke damage into the tens of thousands of dollars, but the assessor says the pot on the stove didn't actually catch fire, your insurance isn't worth a cent! It's the assessor's call, he can either be your messenger of light or the devil incarnate. In this case we are left with the damage bill, so check your policy VERY closely. Smoke damage is NOT covered if they deem there was no flame. And guess what.... that's what they will say if your kitchen doesn't catch fire. Who would check their policy this thoroughly? We are changing all our insurance over to a company with a higher standard. RACT, I will tell the world!
Very let down
This is about car insurance .
They done us over big time , let us down and was very demeaning and upsetting to deal with such heartless people , never thought an insurance company could treat you the way they did . We may not have been completely honest with them but we’re only human and they obviously are not.
Over rated and obstructive
Insured for year. Never made a claim until recently. The "$200 excess" on a broken window, cost more that the repairman would have charged to fix it. ($170) And then they refused to use a police report photos for a claim against damage to my fence. Thousands and thousands in fees over the years. And this is my first two claims. Looking for a better company to deal with now. Overpriced and a total rip off.
Fantastic experience - great customer service and good value!
We approached RACT after reviewing our home, contents and vehicle insurance. Sarah, our consultant, was helpful, friendly, informative and made the process of setting up our policy, seamless. It not only meets our needs, but is great value. Accolades to RACT - a pleasure to talk to someone who delivered great service with a personal touch.
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