- <1 hour
- ·
- <1 week
- ·
- 1-2 weeks
- ·
- 3-4 weeks
- ·
- 1-2 months
- ·
- 3+ months
- ·
- Never
I have several policies with RACV and they have always been really helpful and prompt with claims. I suspect they are more expensive but I stay with them because my previous experience has always been so positive. Show details · 1
We changed our address (the car is significantly more secure now) and the premium went up $200. Even though the change of address gave a msg that the premium would not change. When I contacted racv about the increase query and asked if nothing at all could be done and if not then cancel our policy please, they just asked us to confirm our details for the cancellation!! Show details
Reviews with attachments
Would give me an extra year of total replacement and cost no extra to pay by the month it also has extra benefits compared to others. Show details · 1
An awkward start – I was unhappy with Coles Insurance after being left for months without a vehicle while my car was sitting in the shop waiting on parts after a kangaroo jumped off an embankment and landed on my bonnet. I approached my local family run Elders for a quote as I have public liability with them and enjoy their small town service. They said their quote… Read more
was a bit pricey and to look at RACV. I had avoided RACV comprehensive insurance in the past due to the price but their quote for my new 4WD was quite reasonable.
I picked up my car and insured it online with RACV before driving away. It was easy to set up and they didn’t require information about aftermarket accessories like my bull bar. An hour later I had an incident with an elderly driver. It was incredibly embarrassing to have to call RACV so soon after joining. They were polite on the phone but some time later I was sent an impersonal email to notify me that I was being investigated for fraud. It was very startling to receive. I immediately sent them proof of purchase time, my vicroads receipt from just before the accident, call records etc to prove I had only just acquired the vehicle and the investigation was dropped. This was a very unpleasant experience that could have been avoided with some careful wording in the email or a polite phone call. I will remain with them now the issue is resolved and hopefully I will not need to have further communications with them.
Hi Jodi, thank you for your feedback regarding your… Read more
Be careful of the renewal scam – They sent me a renewal that over the years had increased a bit too much.. I found an identical car on Carsales and quoted that car and the price was $1600 CHEAPER per year. No they wouldn’t match the price. Absolutely terrible way to treat loyal customers claiming I was getting a multi policy discount when in fact I was paying substantially… Read more
more!
Cancelled the moment I realised I was being scammed
UPDATE: so when I used my number plate the price was high until I cancelled then my same plate was suddenly the cheaper price.
It’s the better insurance company to be with but do not let your policy auto renew.
Extremely disappointed with the lack of communication and unprofessional conduct – I am writing this review to express my extreme dissatisfaction with the lack of communication and unprofessional conduct exhibited by the company in handling my claim. Firstly, the lack of communication and progress in my claim has been appalling. Despite reaching out on multiple occasions and providing all the necessary information, I have not… Read more
received any updates or contact regarding a second interview. The repeated delays and complete disregard for my concerns are unacceptable.
Additionally, the conduct of the interviewer during my initial interview was highly unprofessional. From their dismissive attitude to their inappropriate and irrelevant line of questioning, it was evident that they lacked the necessary professionalism and respect for me as a customer. Furthermore, their abuse of power in taking over my phone to view irrelevant information was completely uncalled for.
Moreover, when I disclosed my traumatic experience, the interviewer showed a lack of empathy and continued to press me with questions despite my emotional state. This behavior made me feel uncomfortable, violated, and unsafe. No customer should ever have to endure such treatment.
Furthermore, the excessive delay in processing my insurance claim is simply unacceptable. As a loyal customer, I expected to be treated with the respect and fairness that I deserve.
In conclusion, I am deeply disappointed with the lack of communication, unprofessional conduct, and disregard for customer satisfaction. I will be seeking assistance from consumer advocacy groups and exploring my options to ensure that this type of experience is not repeated. I strongly advise potential customers to consider these issues before choosing this company for their insurance needs.
Update: It is now September, and I wanted to provide an update on my situation. Recently, I was assigned a new interviewer who made a rather unsettling comment at the beginning of our conversation. From this, I expressed my preference for the claim to be decided based on the original interview which was denied.
I have now been informed that I am not eligible for a hire car because the claim is still pending and not yet accepted or denied. Surprisingly, RACV has stated that they cannot honor my request, even though I have paid for complete care. They have indicated that permission from the external investigators is necessary.
I am left feeling confused about the situation. It seems as though I should have been paying the investigation team directly, rather than RACV. This raises questions about the services I am receiving for my payment to RACV.
Update 2: I would like to acknowledge Angus from the claims department at RACV for his exceptional efforts in resolving my situation. It is evident that Angus is the only person at RACV who is actively pushing for progress. Thanks to his diligent work, I was able to secure a hire car for a period of 7 days. However, it is important to note that any extension beyond this timeframe still requires permission from the investigation team.
Hi Emily, we’re sorry to hear about your claims experience.… Read more
RACV LEFT ME $12,000 OUT OF POCKET – They will reduce agreed value well below market value! All you get is an email which could end up in junk & you'll ever know value was reduced. IMO It's a scheme so if your car is written off RACV gets a salvage amount for a car THAT'S close to the pay out. Knowing full well this will disadvantage customers. Racv do zero research on the value… Read more
of your car when THEY renew the policy yearly, racv simply decrease value x amount.
As a customer I learnt this the hard way.. If you have a total loss you'll realise you need to put thousands of $ out of pocket just to get a car that's like for like! $12,000 in my case.
Racv will blame the customer and not take responsibility. (Why reduce value? Especially during covid when used car prices went UP) people already had so much that was happening!
Do not trust RACV to do right by you.
Took months for it to reach complaints departments.. They stalled me on "we are reviewing your complaint" First time raised was late 2022.. Yet they have listed complaint made March 2023
Racv finial decision was that the agreed value THEY dropped from 45k to 32k over 4 yrs when prices remained unchanged due to covid was justified and despite my not being able to get a like for like (Color, kms, model, yr etc) unless I put another 12k of my own money they felt 32k was all they would give me. (To purchase like for like car private sales were all 44k or more) at time of accident.
Addition to all of this.. Though my car was written off mid 2022, they renewed my policy Dec 2022 **AFTER** my car was already written off, updated agreed value to 40k (no doubt to cover their backs to make it seem as if they are looking out for customers) Started charging me~$240 per/month since Dec 2022.. I've yet to see a refund for a policy that should not exist (current date 2nd May 23)
They messaged me under "mediation" asking for my membership details which were provided.. 3 weeks later, still not heard back
Hi Nomi, We are sorry to hear that your Motor Insurance… Read more
Latest follow-ups
I was hit by another car in June. I have had to contact the insurance company each time. Waiting on the phone for an hour at a time. The back of my car is stuck since the accident. It is very hard to shut and l have hurt my wrist & shoulder at times… Read more
closing it. I also have concerns it won't shut properly and fly open to cause damage to someone whilst l drive. The car can not be fixed until September by RACVs recommend panel repairs. I am avoiding driving as l have a neuropathic pain condition and am unable to easily or safely open the back of my car to load shopping. RACV have refused to provide a rental car as my car is "Still driveable". I have paid insurance for years and have never made a claim. SHAME on you RACV for the lack of interest, care for your customers. This has been a very difficult experience that was made worse by your lack of care. I will be looking at other car insurance companies because of this experience.
Follow-up · Follow up since accident last year. I went to another panel beaters that helped me navigate the insurance company and to hire a car as mine had exhaust fumes entering the car space because of the faulty back door, damage from the accident. I was paid out for my older car. The insurance company has refused to provide a write off certificate for… Read more
Hi Nels, we’re sorry to hear that your expectations haven't… Read more
Positive reviews
Excellent product and price Really good initiative to allow up to 5 cars on your personal total care roadside assist policy Well done RACV VERY HAPPY RACV Member of over 40years Charles Rockefeller Show details · 1
Have been a customer for over twenty years just purchased a new vehicle every detail was handled with no problems to change my previous car details to my new one as this is my second time with racv my first experience was in the nineties when I bought a house and didn't have a car worth to be fully insured Show details · 1
Good offer with initiative as i changed last yesr but came back Show details · 1
Negative reviews
Had the worst experience last week with Jessica from Members Relations. She's by far the most condescending, rude, and unprofessional rep I've ever dealt with. Right from the start she talked down to me like I was an id*ot for asking a basic question about my membership. If you get stuck with her go ask for someone else right away. Extremely poor look for RACV customer services Show details
Hi Kyle, thank you for letting us know about your concerns,… Read more
Find out how RACV Complete Care Car Insurance compares to other Car Insurance
Know better, choose better.
Very high cost now, unsure if I can have this kind of cover next year. Show details
Hi Karen, we understand it can be disappointing to see… Read more
Poor service & miss information from first call. Months later still seeking benefits confirmed in initial phone call Terrible service by phone or email Show details
Follow-up · While Van was towed to RACV nominated repairer I was told that I was covered for $170/ day accom costs up to $2400.i was not told a limit to no of days or that a tax invoice required for each payment. I claimed $1795 & paid $1000. I have tried to explain the difficulties The RACV repairer had in assessing full damage & sourcing parts & the… Read more
Hi M J, we’re sorry to hear about your experience. Your… Read more (+2 replies)
Recent reviews
I have had the absolute best customer service from RACV. Had a little prang in my car, my fault, and I hardly had to speak with them and the whole process was seamless from beginning to end. Chose my own repairer, cab trips paid for immediately and I cannot fault their service at all. Excellent from start to finish. Car fixed in three days. Also… Read more · 1
another time RACV waived an insurance payment for my son who couldn’t afford that instalment. I am now a lifetime RACV member because of their care. Been with them for car roadside assist for 40 years and insurance about 5 years. Brilliant work RACV!
Very good staff. Friendly staff, explaining for me understanding, thanks for you help Show details · 1
RACV is always there when you need them and this is exactly what I have experienced. Show details · 1
Easy to follow and go over also got a good pricing for car insurance since I had a Gold membership with them Show details · 1
Pretty good price happy with that i will see what happens in the future Show details · 1
The conversation was easy and short, and the employee was very helpful. Show details · 1
I have made 1 claim and I was happy with how it all worked out. Show details · 1
Find out how RACV Complete Care Car Insurance compares to other Car Insurance
Know better, choose better.
Professional approach to all aspects of care. Good communication. When insurance is called on RACV are easy to work with. Show details · 1
Jennifer the consultant really knows her facts and was very helpful in helping us to arrive at the right solution Show details · 1
⭐ 1 Star Review for RACV Insurance My experience with RACV has been nothing short of appalling. I lodged a claim after an accident in May 2025. Since 19 May, my family has been stuck in a loan car that cannot legally or safely fit the four car seats required for my children under seven. I made it crystal clear to RACV on 15 May that this was a… Read more
non-negotiable requirement. RACV ignored this and knowingly left my family in an unsuitable, unsafe vehicle for months.
The handling of my claim has been a disgrace:
I have been promised call backs repeatedly but always have to chase updates myself.
The assessor has wrongly denied parts of the accident damage (which I am challenging).
Once corrected, the repair costs will exceed $10,000.
Meanwhile, RACV has already spent $6,800–$8,800 on hire car costs since May, with more months to come.
This means RACV is paying more for delays and hire cars than it would cost to simply settle the claim at the agreed value of $15,210. Instead, they continue to stall while my family suffers the consequences — unsafe travel, financial stress, and months of disruption.
RACV’s conduct breaches their duty of good faith under the Insurance Contracts Act and shows no regard for customer welfare, fairness, or even basic economics.
I will be escalating this to AFCA and the Insurance Council of Australia. I strongly warn others to think twice before insuring with RACV.
Hi Shane, we’re sorry to hear that your expectations haven't… Read more
RACV customer service – A total of 5 months all up that they took my daughter smashed car… RACV couldnt locate her car & still can’t! She is now expected to pay for a hire car! She constantly gets people who can’t speak fluent English & have no idea where or what stage my daughters car is up to! She was just told the tow truck company who took her car isn’t answering… Read more
calls but they think it’s at some work shop… then racv agreed for a hire car yet she receives an email to let her know she is required to give hire car company a credit card details. DISGRACEFUL SERVICE!!!!!!
Hi, we’re sorry to hear that your expectations haven't been… Read more
They steal people's money and are deceitful – My car have been covered 4 years with complete care With Racv and we had an accident last year and my fault has been dragging us for more than 8 months we have interviews 3 times highly don't recommend it to all Australians they are useless and not worthy Show details
Hi Sam, we’re sorry to hear that your expectations haven't… Read more
Incredibly bad roadside assistance – I had a flat tyre after work, called roadside assistance they came reasonably quickly. The weather was awful, heavily raining. Your employee seemed incredibly disinterested in helping me, didn’t use the cross bar that came with my car. He pretended to undo the nuts on the tyre using an impact drill. The drill wasn’t grabbing on the nuts. He said… Read more
the nuts were on too tight, and that my car would need to be towed to a Tyre service place. In the meantime, I was lucky enough to have my dad come and help me, whom was able to undo the nuts with the crossbar my car came with. My dad is not a mechanic but managed to do the job. How ridiculous that your worker couldn’t undo the bits (didn’t even try). Lucky I had the privilege of asking for help from a family member but imagine if I didn’t. I do not feel like I can rely on RACV roadside assist and am extremely disappointed.
Hi, we’re sorry to hear that your expectations haven't been… Read more
Will make you feel like a criminal even when you’ve done everything right – Got into a car accident, put in a claim, was referred to the f&I team due to how close I was to taking out the policy to getting into an accident (Fair enough). Was happy to give them everything they needed, except now everything I’ve given them wasn’t good enough so now they want more. They said I need to provide one thing, then suddenly I need… Read more
to provide something else when that’s given. They seem to move the goal posts of getting the claim processed. I have the rudest person to deal with and I have now put in a complaint to not just the company but to the ombudsman.
RACV are a complete joke, I have 4 policies with them and will now be removing the lot of them to somewhere else.
Hi, we’re sorry to hear that your expectations haven't been… Read more
Don't go there – RACV have the worse Customer Service I have encountered. Paid for complete care in advance & needed to make a change. They told me I had to cancel the payment & pay again. So I asked them to cancel it all together. They said the refund could take 3 to 5 business days & when I emailed them to ask where the refund was, they ignored me. They… Read more
actually ignored multiple emails including ones that I sent through my account. I sent another email to advise a chargeback from my account & they e-mailed back answered saying the refund would now take 14 days. Can't believe how unprofessional they are. I would never recommend them & I will go ahead with the chargeback.
Hi Deb, we’re sorry to hear that your expectations haven't… Read more (+1 reply)
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hi there, we’re sorry to hear your premium has increased… Read more (+2 replies)