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My experience with RACV's claims process was extremely disappointing. I lodged my motor vehicle claim on 16 May 2026. The vehicle remained under assessment for approximately a month, and throughout that time I received no communication or updates from RACV regarding the progress of my claim. No one contacted me to request any additional… Read more
documents during the assessment period. Instead, these were only requested after I followed up myself, resulting in further unnecessary delays.
Due to the lack of progress, I lodged a formal complaint on 17 June and was advised that I would receive a response within four business days regarding the claim decision. That timeframe passed without any contact or update. In the end, it took almost two months for my claim to be settled as a write-off.
The overall lack of communication, repeated delays, and failure to provide timely updates made an already stressful situation far more frustrating than it needed to be. Based on my experience, I expected a much higher standard of customer service and claims management from RACV.
After discovering agreed value had been adjusted by sum 11 thousand dollars l was able to come to an agreement on the new policy amount l am still waiting on a hard copy of the policy after more than 20 days Show details
Hi Stephen, we’re sorry to hear that your expectations… Read more
The online quoting system of RACV is first class. I have had it with companies that you call up and spend thirty minutes and get nowhere. Within a couple of minutes I did my online quote form and came out with a $400 savings. It was clear and up front with imp[ortant information needed for me to then complete the whole process. Show details · 1
Reviews with attachments
Excellent, excellent service – I just made a claim via the telephone with an operator called Linda. It has been a long time since I’ve been so impressed with the level of professionalism, understanding, care and Genuine empathy that Linda provided me. I’d like to congratulate RACV in the way you train your staff and wish more companies in Australia would have your high… Read more · 2
standards. I am a loyal RACV member and use of a lot of your services and I’m so happy that I do. Keep up the good work. Thank you
Fast, efficient, excellent value for money, care factor couldn't be better – Another driver disobeyed a stop sign and hit my car with such force, I traversed 4 lanes of Princes Hwy in Oakleigh (Melbourne) before I regained control of the vehicle a month ago. Thankfully I didn't hit anyone, and my car protected me from all but a whiplash. The other driver's acts after the accident suggested he was uninsured. I called the… Read more · 1
RACV as my insurer still in a shock from the accident. The RACV gave me such good treatment from the first phone call to sending me the cheque for the totalled car, I cannot stop telling everyone how truly valued I have felt throughout this process. I have received all the information I needed, when I needed the information, I was listened to, and I felt that every member of the RACV team that I interacted with cared about me. Thank you RACV! My new car will be insured with the RACV all over again.
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Happy with RACV, disappointed with repairer – My car was hit in a train station car park with no details left. Rang RACV to make a claim process was easy and the lady I spoke to was great - cannot fault RACV service. That’s where it ends though, opting to use an RACV preferred repairer was the worst decision I have ever made. Gemini Thornbury should be disgusted with how they handed the car… Read more
back to me, not to mention the lack of empathy when I bought the car back and pointed out all the problems. My mirror was left damaged, doors not lining up and white overspray all over the grey panels of my car. Upon taking it back to Gemini Thornbury, no apology was made to me and the production manager [name rmeoved] treated my partner like dirt. I was then told I had to now wait for them to order another part for my car - why this wasn’t done in the first place is beyond me. Due to not being able to take more time off work my dad and my partner went back to pick the car up a second time, once again production manager was rude to both of them. Personally attacking my partner asking what he would know about cars, he can’t comment because he isn’t a professional - well I don’t know how Gemini call themselves professionals.
I will NEVER take my car back here and would not recommend them to anyone. RACV should really do a quality control check of this repairer.
Hi , we’re sorry to hear that RACV Insurance did not meet… Read more
WARNING FOR PRESTIGE & LUXURY CAR OWNERS: if you expect service and for RACV to honour there own policy then sadly this will not happen. Go with another insurer and ensure you don't waste your time, effort and money. RACV 5-Month Repair Delay & Shifting Goalposts (Case 7139118) If you own a luxury vehicle or a high-end European car, think twice… Read more
before insuring with RACV. I am currently locked in an AFCA dispute with them following a no-fault accident involving my 2023 Maserati Grecale, and their handling of this prestige car insurance claim has been a masterclass in terrible responsiveness, wasted effort, and bad faith. Over an agonizing 5-month delay, RACV has constantly changed their mind and moved the goalposts:
Phase 1: They completely denied my entitlement to an accident hire car.
Phase 2: Once I forced them to read their own PDS policy wording, they shifted tactics and offered a cheap, low-tier rental vehicle that was completely insulting and nowhere near a like-for-like replacement for a luxury SUV.
Phase 3: Meanwhile, their authorized repairer left my luxury vehicle unroadworthy—explicitly logging in their system on 31/03/2026 that my front bumper was literally 'held on with cable ties', yet telling me it was fine to drive.
The ultimate exposure of their terrible customer service came via an AFCA formal file disclosure. RACV’s own internal audit logs ('Document 8') reveal that on 16/04/2026, senior staff internally admitted I was legally entitled to a full like-for-like hire car vehicle entitlement—a market liability exceeding $52,000 for the loss of use. Despite writing this down internally, they kept hiding it from me externally, maintaining a pathetic 'goodwill' offer of just $1,000.
The amount of personal time and effort wasted chasing their claims team has been exhausting. They deliberately let a reasonable $15,000 compromise deadline pass at 5:00 PM on Friday, May 15. Pathetic.
Hi Matthew, thank you for sharing your experience. We’re… Read more (+1 reply)
12-Year Member: Dispute over 11,000km Stolen Vehicle Valuation After 12 years with RACV, I am currently in a dispute over the valuation of my vehicle, which was stolen from a secure car park with only 11,000km. The Facts: 1. Avoidance of Accountability: Management is conducting high-stakes settlement calls via mobile phones rather than recorded… Read more
company lines. This bypasses the standard consumer protection and transparency protocols RACV members expect.
2. Negligence in Evidence Review: My valuation rebuttal was rejected by an Assessor who admitted - on the phone - to not having read my email with the evidence. This was further compounded by the Assessor clearly distracted by a loud TV in the background while discussing my assessment.
3. Accusatory Environment: The Assessor used the fact that the theft occurred only 6 weeks after the 'New-for-Old' policy cut-off to suggest I was over-inflating my valuation to essentially 'get a new car. This was used to deflect from the actual market data I presented.
4. Managerial Coercion: Upon escalating to a Senior Assessor, the tone became dismissive and unprofessional. I was addressed as 'Mate' and repeatedly interrupted. Most concerning was the use of an overt pressure tactic: stating the original offer was lucky, because the Senior Assessor would have offered even less.
5. Flawed Valuation Logic: They are using a +/- 20,000km comparison range (my car has 11,000km) and averaging the value of non-comparable vehicles. This is an attempt to lower the value by diluting it with irrelevant data.
Bottom Line: Beware if you own a low-km vehicle, RACV may use unprofessional behaviour and unrecorded phone calls to pressure you into a low settlement.
Hi Matt, thank you for reaching out and letting us know. We… Read more
Latest follow-ups
Useless – Hit a roo. Had to ph multiple times. Eventually got onto their very lengthy claims process. Had pets on car. Still waiting 1 & 1/2 hrs later endlessly on hold. Roadside assist won't help assess if your car is drivable after an impact. Waste of… Read more
money. They can't even organize my hire car.. After telling me to leave my fully packed car with my pets inside on the side of a country road for 2 days while they organized a tow truck I gave up and managed to limp the car to the nearest town. 3 weeks later still no word from their assessor and as I've found a trusted panel beater to do the repairs will be withdrawing this claim. Pretty pointless paying for insurance that's of no use. None of the established panel beaters in this area will work with RACV.
Follow-up · RACV provided NO services and NO repairs. They were a total waste of money
Hi Zen, we’re sorry to hear that your expectations haven't… Read more (+4 replies)
Positive reviews
I thought the value of my policy was a bit expensive as the car is a year older yet the premium has gone up over $260 from last year and I am a Gold Member of RACV Show details · 1
I was very happy with the RACV Insurance team that helped with Business insurance on a new vehicle. Compared to previous quotes, the price was better and felt that the RACV team member made a thorough analysis of my insurance needs. The multi policy discount is also a nice saving. Show details · 1
Policy Comprehensive Car Ins taken out 2025 for agreed value $10,000.Now same policy paid in 2026,agreed value has dropped to $9,600.i thought the agreed value would remain the same every year.Will review policy next yr whether to continue with the policy. Show details · 1
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Negative reviews
Absolute terrible service. My car was contaminated with dirty fuel. It took 2 months for two assessors to decide to write the car off. No hire car for a month. No fuel sample taken. No quotes to repair No real effort to get service station to say they were at fault. Told I had to pay excess because it was like a tree falling on my car(act of… Read more
god). Virtually saying it was my fault I put contaminated fuel in my car. Tried to pay me out on wrong policy date which they corrected after I told them of their error Very unprofessional in every way and would recommend people to change insurance companies as they don’t care.
Greg Davis
Hi Karen, we’re sorry to hear that your expectations haven't… Read more
I have been loyal to RACV since 1987, but I'm finding that you're now about to price me out of your product. It's very disappointing because I've always trusted the RACV brand. Show details
Hi Debbie, we understand it can be disappointing to see… Read more
Do not think good value, given $$ has doubled in 4years. One small no fault claim 2yrs ago, no others in 20+ yrs (Gold member). Maybe indicative of car thefts etc in Victoria. Show details
Hi, thank you for your feedback on your Premium changes. If… Read more
Recent reviews
The insurance premium increases every year due to factors beyond my control. Due to Victoria having the highest rate of car theft the premiums increase. My car is garaged behind security gates with 24/7 CCTV coverage. I would have that would keep the premium lower. Disappointed it did not. Show details · 1
I have been an RACV customer for around 20 years and have always paid my premiums on time, which is why I was extremely disappointed with how this matter was handled. I was not informed that my insurance policy had lapsed after RACV retained incorrect card details when I updated my payment information. It later became apparent that RACV had… Read more
recorded the wrong card details and was charging another customer's card for my insurance premiums.
It took approximately three months before I was notified of the issue, and the only communication I received was a message advising that I needed to make an immediate payment or my insurance would be cancelled.
When I contacted RACV, I spoke with a representative named Sonny (or Sunny), who was argumentative and unhelpful. I was made to feel as though I was trying to avoid payment, despite my long history as a loyal customer.
The matter was later escalated through Donelle, and while RACV investigated the situation, I was disappointed that the outcome still appeared to suggest that I had attempted to avoid paying my premiums. This is simply not the case. The issue arose because RACV had incorrect payment details recorded and had been processing payments against another customer's card.
Rather than acknowledging the error and the inconvenience it caused, I felt that the focus remained on questioning my intentions. As a customer of around 20 years, I expected a far higher standard of service and communication.
Although I have renewed my policy for the time being, this experience has significantly damaged my confidence in RACV. As a result, I will be looking at alternative providers for my car, home and business insurance in the future.
Hi James, we’re sorry to hear that your expectations haven't… Read more
Out of Youi & Budget Direct, RACV was has the best Comprehensive Insurance for 2026 coming from a 66 years old Queen. It's simple & I will get my Family Household 3 Cars onto this softly! Best savings out of the other Car Insurance companies. I will recommend this to all my Zumba Team & Church Aunties! Thank you RACV! Show details · 1
Price increase (doubled in two years is ridiculous). Only stuck with RACV as the few claims we have ever made have been dealt with professionally and efficiently. Show details
Hi Chris, we’re sorry to hear about your concerns regarding… Read more
Very expensive. Operator said nothing could be done to reduce it except increasing access fee even after I have been with them for all insurances for over 25 years. Show details
Hi, we understand it can be disappointing to see changes in… Read more (+2 replies)
Good but considering I was a member for years and had to go elsewhere for a better rate then come back again. You should look after your continued customers more by offering better prices rather than shafting them with higher prices than your competitors. Show details
Hi Shaun, thank you for your feedback. We know Premium… Read more (+2 replies)
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Very annoyed about the escalation in premium and the reduction in cover. We have been with RACV for many years and have never made a claim. Apart from the motor vehicle cover, we also currently have Home and Contents, as well as Caravan cover with you. We can't say that we will renew next time. Show details
Hi Gary, we’re sorry to hear about your concerns regarding… Read more
If you ever buy insurance avoid racv . They promised me a cheque in the mail. They constantly lied to me . [Name Removed] one of the managers blatantly lied to me to cover his job Avoid , avoid avoid if you pay costly insurance and never get anything in replay why bother Show details
Hi Jas, we’re sorry to hear that your expectations haven't… Read more
I rang to renew my insurance a little unsatisfied with my previous 12mths cover & premium, the racv consultant, belinda , was fantastic. Belinda was extremely helpful, courteous, and understanding. Belinda sorted me out with a much more satisfying cover and premium with a huge saving. Belinda also adjusted my racv roadside total care to a way… Read more · 1
better package with yet another huge saving. As an racv member of 38 years now I have to say the experience restored my belief in racv cover. Thankyou.
The insurance premium and excess are becoming really expensive, especially for a pensioner. I went in to the Geelong branch to try to get a better deal and the assistant treated me with a low level of respect. I felt I was a nuisance and a silly old woman rather than a valuable customer of 50 years! Show details
Hi Helen, thanks for being a valued RACV Member and for… Read more
Given the current challenges in the economy, when my RACV comprehensive car insurance renewal came in, it had increased once again this year by $200. Therefore, I obtained other quotations. One quote was a couple of hundred dollars more than RACV, so a no go. The other quote was $17 less, however I did not feel 100% comfortable in changing… Read more · 2
service providers. I have been with RACV for many years (at least 50 years) for car, home & contents and travel insurance. During Covid years they were wonderful in covering my travel claims. I've never had a home & contents claim but I have had the odd car accident (about 20 years ago), but its always been easy to deal with RACV.... Highly recommended.
After much research it came down to RACV or YOUI. Both were good with their personal customer service and similar price. RACV won it for me with their agreed value for my Tesla model Y. Show details · 1
Not happy with the cost I have 2 cars and house insured with racv It goes up every year and the cars are older I will be comparing with other companies when insurance is due on all and if I can save I will move 1 claim for a windscreen over years Show details
Hi Peter, we understand it can be disappointing to see… Read more
My experience with RACV insurance has been very good. Though it can take a long time go get go soeaj to someone on phone. Because of a hip dislixation, I needed a hire car similar to mine to get in and out of. I was really pleased to get one. while my car was being repaired. Show details · 1
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Hi Steven, thank you for letting us know about your… Read more