RACV Comprehensive Car Insurance

Actually it is 00000 star rating from me. It’s more than 2 months, couldn’t fix the claim. Stubborn assessor. They do not listen the customer. Throwing non practical offers. If repair cost is 100%they will offer only 30%. I am very frustrated by dealing racv. Someone’s else’s fault, and I am struggling to dealing with id*ot employees of racv. Rubbish company. Never recommend anyone racv. Show details

I had a very disappointing experience with Alicia. She wasted my time and was quite rude throughout the interaction. It felt like she didn’t know how to properly communicate with customers or handle the situation professionally. I was involved in an accident that was clearly the other party’s fault, but instead of providing helpful guidance, she… Read more

told me I should “force them” to lodge a claim, which is not practical or helpful advice.

Due to this experience, I am now considering taking legal action to resolve the matter.

Overall, I would not recommend RACV based on this poor customer service experience.

Not happy that I have to ring RACV and haggle with an overseas person to get a better deal.As a long time customer will many insurances with you i dont feel very valued Show details

After a recent Motor accident RACV Insurance quickly and efficiently settled our claim. During a stressful time they were considerate, proactive with friendly efficient and informative communications. A very quick settlement followed, and they subsequently reached out to check we were satisfied. It was simply an exceptional customer service experience on so many fronts1 Show details ·  1

Smooth and straightforward process when putting through a claim – I recently had to deal with RACV for a claim following my first car accident. The process on my end was incredibly smooth and straightforward, though I understand the other party (also insured with RACV) faced some challenges. I was informed that the delays they experienced were not related to my decision to pay off my excess in two installments,… Read more

despite their claims to the contrary.

Throughout this experience, RACV has been exceptionally helpful, providing clear communication and support every time I contacted them (to help the other party). Although being insured with RACV is quite expensive, I couldn’t be more grateful for the excellent service I received.

They will give you right without hassle – RACV Was wasting time and a lot anger That was my first review, yes And it was true and I submitted my review in middle of the conflict also I didn’t lie. But I end up talking to a few managers who spend time listen to the phone calls, they end gave me all my right without any hassle. I think if you have any problem with them just ask to call… Read more

someone in charge because they no better, I found out that the problem I was unlucky to speak with 2 unprofessional officers but when I talk to someone who is in charge she was able to fix it all. They still the best insurance carrying the real Aussie service that we all missing now George

Quite frustrating how I couldn't cancel a claim in store. The insurance has become way too expensive. For someone with a clean driving record and over age 25 the policy is very expensive. The large price increase was put down to general increase, very high. Show details

Terrible Experience!! – - Can’t get assessor to get the assessment report of a simple at fault accident. - Just fake promises of the timeline. - The car was a total loss, Paid the access the vary day and still no response. - Just keep on extending the time while the other person is car less. - I would stay away next time. - All good untill no claim made and the day you you get in hot waters . They don’t support you Show details

Each year I get a notice to renew my insurance policy that is around 10% more expensive than purchasing the same policy from scratch. It seems RACV take advantage of repeat customers that don’t take the time to compare prices. I am also curious as to why my policy increases 10-15% each year when the value of my car drops. Show details

I have been insured with RACV for 8 years. My car was water damaged back in November 2025. After months of follow up calls, two formal complaints (one ending up in them reimbursing me for my costs incurred due to their ineptness), they have managed to refute the claim on a technicality. I know that it will be of little material value to them, but… Read more

I certainly will be taking my business elsewhere. Very efficient at collecting one’s premiums, not so much when it comes to paying out.

I’ve been with RACV for six years, holding three policies because I genuinely thought loyalty mattered. Silly me. This year I received my renewal and — surprise! — each policy jumped by $60 per month. When I questioned it, the response was basically: “That’s how it is — take it or leave it.” Ah yes, the signature RACV customer service charm. But… Read more

wait — it gets better. Shortly after, I received another email letting me know my premiums would go up an extra $10 per month per policy. So now we’re sitting at a neat $70 increase every month, for each policy.

Fantastic. Truly world-class customer service.

Thanks for reminding me how much loyalty is valued here — I’ll be sure to remember that when I shop around.

I have been a very loyal customer with RACV for my car insurance since 1981 but the last couple of years they have increased my premims from 30 - 100% for no reason. I have made no claims nor incurred any demerit points. I have now taken my business away to GIO and YOUI ( I have 6 cars) Show details

The way I am currently being treated by the RCV claims investigation department via IAG is absolutely disgusting to the point I am going to be cancelling my new policy and taking my money and business elsewhere. This is no way to treat a longstanding loyal customer. I am sick of receiving the 3rd degree with constant demands for information to… Read more

support my claim. They will not process my claim and are making me jump through endless hoops and asking non stop questions. This is very distressing at Christmas time. I now have instant buyers regret. Staff are very rude instore as well.

Our company’s truck was hit by one of RACV’s insured drivers. She was completely cooperative and gave us the claim details immediately. When I contacted RACV to start the settlement, they told me they didn’t have our details in their system. I still don’t understand how a claim can be lodged without collecting information about the other party… Read more

involved.

RACV then told me to contact the insured myself and ask her to provide our details to them. I agreed, and I also asked RACV to follow up from their side. The insured was more than happy to help — I texted her our details, and she said she would send them through.

Weeks passed and I heard nothing. So I called RACV again. After a long hold and being transferred around departments, I was told they would “follow up”. Another week passed with zero response.

I called again, got transferred, waited on hold, and the call disconnected. I called back, waited on hold again, and the call disconnected again. On the third attempt, someone finally answered, only to tell me they “couldn’t find my details” and that I was “not the right person to speak to”. I explained — again — that I represent the company whose truck was involved. Still no help.

They told me to go to the police and basically suggested I wasn’t cooperating. Then they hung up on me.

I called again. This time, the staff member was rude from the moment she answered. She asked for my name, I told her, and warned her she probably wouldn’t find it because RACV still hadn’t recorded our details. She spoke to me as if I wasn’t involved at all and even threatened to hang up.

At this point I was extremely stressed and disappointed. I contacted the insured again. She replied immediately — despite being overseas — and confirmed she had already emailed our details to RACV a long time ago. She kindly forwarded the email to me and cc’d RACV again.

Once that email was sent, I called RACV back and suddenly the issue was resolved within minutes.

So RACV: you ruined my day and wasted hours of my time. This entire problem could have been solved with one single phone call from your side. Instead, I had to chase you repeatedly while your staff transferred me endlessly, gave me incorrect information, hung up on me, and treated me disrespectfully.

When RACV wants something from others, they can send endless calls, letters, and emails. But when it came to doing the most basic follow-up, you failed — repeatedly.

Please train your staff on how to properly handle frustrated customers and avoid putting people through this completely avoidable ordeal. Very disappointing experience.

Thought id update my post because RACV have now decided rather then allow human error theyre now threatening non compliance. We misunderstood the exact documents that were needed so rather than advise us they were missing. they ignored us for an extended period then threatening non compliance. The internal complaints process is just as bad without… Read more

actually ever addressing or assisting with the complaint. We complained about lack of transparency and communication and its very much continued. Im actually so done with this. our car was stolen. I truly dont understand how anyone who works for this company can sleep at night, im done, im literally done i cant deal with this anymore. why does this company continue to kick you while youre down?

I spoke to Sergio on the 14th Oct 2025. Probably the best customer service officer i have had. Very knowledgeable about the policy and terms and conditions. Very respectful and friendly. TERRIBLE: RACV system did not allow Sergio to book me for a quote at their panel shop which was 2km from my house but selected another business 16km from my… Read more

house. Sheen Panels has almost 400 reviews with 4.9 rating but their authorized repairer AMA panels in Mitcham has 15 reviews and a 4.4 rating. I said this system is unfair as I want to take it to a repairer who is trusted by many and not a handful of people but the policy does not allow this. So I said I will be asking for a quote and requesting a cash settlement. This is also apparently up for discussion and the assessor will ask questions.

RACV increased my premium by 60% at renewal this year. I made no claims, still live at the same address, barely do 100kms a week, am older, car is worth less. Their justification for the price rise was the usual "it could be due to multiple factors". Been with RACV for many years, but even when I read out a competitor's quote that was $600 less… Read more

than the "best discount" they could offer, they still didn't want to budge and keep me as a customer.

I have 3 cars and a house that will be insured elsewhere now.

The customer service representative was polite and did his job to the best of his ability, but the system just wouldn't budge.

RACV Policyholders be aware if you have an agreed value on your car, it WILL NOT stay at the original agreed value and WILL decrease every year, sometimes significantly. Always read your renewal policy. I was caught out. The agreed value dropped from $11,000 to $10,300 to $4,650 in 2 years without my knowledge. Found this out when lodging a claim.… Read more

Have been an RACV member for over 30 years with multiple policies and it made no difference to RACV, even after lodging a complaint. I have cancelled all policies with RACV.

After 15 years of being with them and never making a claim, they decided to increase my premium by 30%. They should really review loyal customers on multiple policies before trying to gouge them. Predatory behaviour that is unjustifiable. At least I found it easy enough to shop around and found a better deal. Left a bad taste in my mouth and will definitely move my other policies on. Show details

One word, pathetic. Lose important documents, and refuse refunds, which should be rightfully mine. Rang a dozen times, with no avail. Cancelled my car and house insurance with them now. Never going back. Disappointed. Show details

RACV have done everything in their power to make an already stressful time even worse. There has been absolutely no communication or updates on the ongoing claim. Several times they've stated theyre waiting for a police report and yet the police have said that was finalised and they have access to it. We made a complaint via the customer service… Read more

rep and absolutely nothing has come of it. My partner has now been told it could be 4 to 6 weeks before we even have the report they already suould have. meanwhile have no access to transportation meaning his job is now at risk. He lost something that he worked incredibly hard for and now racv are doing everything in their power to ruin our lives. thankyou RACV my mental health appreciates your effort.

Update, they approved our claim after writing a letter explaining every breach of insurance code of Practice and every lie that had told. gave 10 business days to make a decision and suddenly 9 days later was approved. Thes guys lied so often I dont even think they knew what the truth was im the end

RACV used to stand for excellent service but not anymore. Their staff seem to have no idea of what is happening and I have had to correct them after telling me the wrong information about an insurance policy. They told me I was wrong, I then pointed on on what page of their PDS that I was right. Constant incorrect emails being sent to me… Read more

saying I have either purchased / cancelled a product, or amended my address. All of which I have not done. Why are these emails being sent then? No one can answer. The lack of answers is pathetic

The lack of customer service and care also extends to making a complaint to RACV, their so called 'customer care' department offers no empathy and cannot answer basic questions, and when pushed for an answer, the female staff member got annoyed at me and gave a sarcastic 'enjoy the rest of your day' at the end of the call. I am sick of tired of people speaking to me like I am below them. Treat me as an equal with respect and you won't cop any negativity from me.

Such a rort. Been with them 12+ years and the pr*cks put my premium up by 35%. No accidents, no claims, just filthy executive fat cats who want to fill their pickets. Move to Virgin, paid the same premium I paid 2 years ago. Show details

I feel completely let down by both AAMI and RACV. AAMI mishandled my claim after a hit-and-run accident – they returned my car twice with major safety issues still there. I had to spend thousands to fix it myself, after paying a high premium. Then RACV treated me like I didn’t matter. After a serious crash that wrote off my car, they ignored my… Read more

emails and calls, treated me with suspicion and disrespect, and never properly investigated the case. It’s been 6 months and I still don’t have an outcome.

As someone who has lived in Australia for 13 years with a clean record, I expected fair treatment. Instead, I feel discriminated against and mentally exhausted. Please think twice before choosing these insurers.

‏Incomplete Investigation

‏Thinking another insurer might provide better service, I switched to RACV. Sadly, I faced even worse treatment when I was involved in a collision about 6 months ago, where my car was written off. ‏ • Investigators treated me in a rude, unprofessional, and biased manner. ‏ • They appeared to ignore the facts and rely on weak or fabricated reasoning. ‏ • I experienced clear discrimination, possibly due to English not being my first language. ‏ • Despite providing strong evidence, they failed to investigate the other party involved. ‏ • I was even summoned to court while the claim was still under investigation. ‏ • I received harassing calls from the other party’s insurer, while RACV ignored my calls and emails. ‏ • My complaint to their internal complaints team was also dismissed without fair review.

‏After nearly six months, I still have no resolution, and RACV seems to be preparing to reject my claim based on false assumptions.

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