Appalling customer service and poor quality work
After taking over 140 days just to get a permit. The project managed didn't manage the project. The trades caused damage to things undamaged in the fire and resisted demands to repair then botched the repair. The RACV ignored several formal complaints. Currently with the AFCA.
The only winner is the CEO of the RACV.
Over the last 3yrs or so we've submitted 4 claims and all of them were rejected, insurance policies are designed in such a way that they will only cover things that are least likely to go wrong.
Hard working people are bassically "donating" money to insurance companies so that CEO's can live a life of luxury and I urge everyone to complain to the ombudsman and lodge a dispute with VCAT because these people need to be investigated for the rip-off merchants that they are.
Goodbye after 26 years
I am a gold member who has been with RACV since 1994. I have my home, contents, 2 cars and roadside assist with them. Until today. I quit.
[name removed]'s complete lack of customer service, RACV's increasing costs for less return and lack of interest finally beat me.
I have taken all my insurances across to AAMI.
I don't expect RACV to care as I am just another number but I will be telling anyone who listens to take their business and money elsewhere.
If there is an option to rate "0" I would do so! Think about 4 months suffering in leaking bedrooms!
We have been with RACV since early 90's and have a few of our policies with them. It all went fine until recently when (19th Jan 2020) the hail storm in Melbourne damaged our roof tiles and water leaked into our ceiling then floor. RACV used their sub-contractor Tandem to do make safe repairs, who was totally incompetent. They sent out people more than 10 times and still couldn't stop the leak. They used the shrink wrap only in March but covered only part of the house and our bedrooms were still leaking badly overnight (2 of the places were jus...t over beds). The ceiling collapsed after rain last week and their tradies used the wood board to nail it up but the broken roof tiles were not covered. We have been making numerous calls to Tandem HQ, their tradies and RACV and been suffering from the leak for 4 months and the situation is not improving at all. The RACV consultant said that the situation in the builder's reports (had shrink wrap covering the whole house) is different to the facts I am telling (only part of the house was covered). In the meantime, while we haven't settled with RACV on the roof claim, Tandem have sent out carpenter and electrician to do the interior repairs, from which we can see how poor the management is there. We sincerely hope RACV will fix the problems as soon as possible so we don't have to suffer more.
RACV: Home and contents Insurance, unfinished business
In early January 2020 we lodged a claim with the RACV Home Insurance for storm damage to our home. The damage was caused by very large hail totally blocking our spouting and down pipes. This caused the overflowing hail/ice & water to back flow into our ceiling and into the wall cavities. The damage to the ceiling & wall plasterboard was huge. Also damage to valuable paintings and other furnishings was immense. The RACV/Tandem contractors inspected the damage & agreed we had a valid claim. However, that's where the good & polite service came to ...an abrupt halt. I have rung their phone contact on 13 occasions to told they would call back, which never happened, on other occasions having the phone simply hung up. I have also sent numerous emails only to receive an automated acknowledgment of receipt but with no further action. All I wanted was a date of settlement or at lest a progress report on our claim We have been with the RACV for over twenty years
Don't be a fool and fall for their glossy marketing!
It's not until you make a claim that RACV show their true colours. I have been with RACV since 1994 - over 20 years! This is my first time making a claim and they have been horrible to deal with. I lodged my claim on February 10 this year for Water Damage - Non Storm. I am still waiting for someone to come and assess the carpet and underlay. RACV say that because they have dried the carpet, that it is now fine and does not need to be assessed. I have lost count the number of times I have called to request that someone come out to assess the car...pet and underlay. Every call is the same painful script and spin from each RACV consultant I speak to. The consultants say they are hearing a different story from the tradesmen and us. The way the carpet was left speaks for itself. I have asked for a call from management. This has not happened. I have also sent photos of how the carpet was left after it was dried to firstname.lastname@example.org as they requested, but have not had a response. AVOID RACV!!!
Good service after an accident
I had recently bought a new house and soon after moving in there was an accident with the carport.
The staff at RACV were very helpful and understanding and immediately arranged for a temporary fix to be put in place that day. I had no issues in submitting my claim and in the end getting the damage repaired.
They sat on claim report for 20 days!
I lodges a claim on 3rd April for a damaged shower that was leaking through to the ground floor ceiling. Assessor was out on the same day which was lucky. After 3 follow up call, final one being on 27th April. The first two consultants stated the were waiting for building report and told me to call back 5 days later. The third consultant finally told me the report had actually been sitting there since 7th April and had been declined........ being declined is not the issue, Thats for another day. The issue is they sat on a report for 20 days! I could have directed this repair elsewhere. To me this is extremely poor process.
Great service so far.
Just taken out new hobby farm insurance.
Both people I have spoken to were very helpful, knowledgeable and personable.
One of them explained she was working from home so if the call dropped out, she would call me back. Which did happen and she did call back very quickly.
So far so good.
Home Contents - False advise on death of parent
Deceased estate wish to transfer insurance policy from father to myself.
Told death certificate unacceptable need title, months later with title emailed. Asked to combine with my car insurance they can't do transfer or quote by email. That I should start a new policy. Quote online or by phone. Bunch of run around clowns RACV Home Insurance wasting my time and effort. Government officials should investigate them and shut them down.
Unethical and a lack of integrity
In brief had a ceiling collapse after a storm. RACV claimed it was a builder issue after an inspection by a dodgy company Longbow who assessed damage. After a year RACV’s final decision was not to cover damage. For months I spoke with numerous people over the phone who talk about structure when they do not possess formal qualifications on building and structure. What a joke.
Recently I was contacted by RACV who requested that they send an engineer back to my house to inspect the damage and reason for collapse. The inspection however will enta...
Not a Company I could recommend
Following a tree through our newly renovated home it was 18 months before I could get any action undertaken despite immediate acceptance of the claim. No way was the claim managed - the management was all customer driven. After 18 months a claims coordinator who has never been available to contact was made. Takes anything up to an hour to speak to anyone on phoning and emails are never returned. Conflicting information is provided by different call takers. Attempting to get reimbursed for temporary accommodation is a nightmare and often re...imbursement is made 3-4 months in arrears. Finally due to horrendous experiences with their so called preferred builders and nearly two years later we had no option other than to accept a cash settlement of the claim - the rebuild commenced from that point. Still nothing on the contents claim!
The worst insurance ever
After waiting for 6 months investigators told that they rejected our claim just because we got the home insurance on may and it happens after 2 months!! If i find the rubber i will ask him to come next year just because insurance says it doesn't look right to happen too quickly!!!! So crap, I'm not recommending them at all
Fraudulent. Deliberate delays to processing urgent situations, no claims honoured.
Long term loyal RACV customers, told them we had an urgent claim due to a leak from the toilet which had damaged the floor. We were told over the phone it would be processed ASAP and would be covered. Claim took more than 5 months to process, then was rejected because there had been “repair work done”- despite evidence no work had been done. I believe this was cynically done - they assumed we would have to repair the toilet if they left the claim long enough. How long can someone live without a toilet? Have spent cumulative days on the phone with them. If I’d known would have paid for the work to be done immediately. You’re better off without insurance than with RACV.
- Verified customer
Dont go for RACV
I paid & renewed my building insurance and didn't receive renewed policy documentation I/o received an outstanding bill 1.5 weeks after. Called them 5 times and no one knows the reason. Last call made to [name removed] (manager-member line) to lodge a dispute resolution and refused to give the ref.no of it. I requested for it and they didn't even mention that process and he was very reluctant to put the dispute. Still waiting until someone call from their dispute resolution team. Everyday new agent and they don't keep note of previous calls/rec...ords and you have to deal with them from the beginning. I'm planning to make a complaint to Australian Financial Complaints Authority (AFCA) in couple of days if I don't receive any feedback. Please avoid this insurance company
It is getting much worse
I have used racv home and content insurance for nearly 10 years. It was good a few years ago but it has been getting worse in the last two years. It usually takes a very long time to resolve any claims. Nobody is responsible for any particular case so that the claim just gets passed on from one person to another again and again. RACV currently uses Tandem property service to assess the claim which has made everything much worse . Tandem employes a group of unqualified people to be desktop assessors. Can you imagine a desk assessor in another s...tate using a video call to assess water damage to your structural subfloor but this assessor never worked in Australia as a registered tradesman? He initially sent two unqualified people to look at my property but they did not find any leaks. They refused to look at the subfloor because "we are not supposed to do that". I showed them the photo of the subfloor damage which i saved in my mobile phone but they used this in the report to decline my claim. A couple of days later, he sent a plumber who found the washing machine tap was leaking by turning the tap fully on. He was not even bothered taking the hose off the tap to check the condition of the hose. The plumber concluded the leaking tap was the only cause to all the floor damage and it has been there for a long period of time despite the fact neither tenants nor property manager reported any tap leaks in the last 7 years. The assessor recomended that my claim should be declined and made an accusation in his report that the washing machine tap was turned off deliberately to avoid them seeing the water leaks from tap, so it means the water leaks have been there for a long time and we were aware of that. What a joke! They do not even know that it is recommended by all washing machine manufacturers that washing machine taps should be turned off to avoid risk of flooding when washing machines are not operating.
Unbeleivable Response To Claim
I have been insured with RACV for over 12 years and have recently lost my drone. I put it on the top of the car at home and forgot and somewhere it has come off. I know that it was my dumb error but my policy i had extras included like accidental damage for lost and stolen portables. The drone is considered a portable item but because it wasn't lost in the home and quote from RACV, "lost in the open air", i am not covered which was not explained to me when i took the extra. I have pasted a snippet of how they advertise.
Insure portable valuabl...es (phones, laptops) that are lost, stolen or accidentally damaged anywhere in Australia or New Zealand (inside your home and outside). So when they try to sell you a add on to your insurance, do not think you are covered and i personally think it is wrong and misleading so Woolworths insurance, you now have my business for my own company, my cars, my house, my boat and everything else. Bye RACV.
The worse insurer ever !
I started my claim on 29th of july and still goes on !!! It is such LONG delay ! Rubbers took most of my item but they didnt even care about , racv forward my claim for investigation team so they came to my house first time took 1/5 hour second interview took almost 9 hours. I have 2 littlest kids which second one is just about 2 months old. Im breasts feelings him but on that day i had to given formula which I didnt feel good about it so interview ends up asking for some documents which i email them 3 times and they keep saying they not receiv...ing them ! So last time i had to send it to another person just a few days ago spoke with them about whats their decision would be and they said they will let me know soon but they might have think about another interview !! I couldnt even believe it what are they even doing . My content has been almost gone instead of finding rubbers they keep putting me to the interview just like i killed somebody ! NOT HAPPY AT ALL
Crooks! Premiums higher for a 50 year member than for someone who is not even a member!
My parents recently received their renewal notice for home and contents insurance.
- $1.05m to rebuild house
- $400k contents cover
- $10k for specific item (watches).
- Premium was $4,100
This INCLUDED a premium discount for the following:
- 15% no claims bonus
- Multi Policy discount
- Continuous RACV policy (and insurance holder) for 50+ years...
Very disappointed with the long delay
Had enormous faith and trust in RACV.. unfortunately the quality of service is dropping. Waiting over 35 days to fix a problem that had lifetime warranty. They use dodgy companies to do the work who spoil their reputation
Called 8 times in 35 days.!! Still waiting.
Questions & Answers
What are the coronavirus safety measures that RACV / Tandem have put in place for customer service? I had an assessor come to my home and he wore no mask, didn't ask about whether the home was "coronavirus free" (IE if we'd been tested), nor did he clarify his own coronavirus status.
I have recently lost a gold and diamond earring whilst out walking in local area and despite spending two days looking for it I cannot find it. Is this covered by general contents insurance?
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