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.
Have home and contents insurance with RACV and they were excellent with my claim for a fridge/freezer which has not worked since a severe storm caused it to breakdown and they arranged a replacement as it was covered by my insurance policy. No fuss to me and it was delivered yesterday. I have always found RACV to be very helpful.
You can’t trust them. Change insurers now!
cant trust them. Claims team are terrible. Had a total loss claim and they try to get me to settle for less. Get you caught up in their never ending to process. Constant delays and emails not returned to. Don’t trust them with your house. Insure elsewhere!
Disgraceful RACV & TANDEM
Claim lodged on the 8 July for storm/wind damage - advised by RACV the claim was accepted at inception. Waited for Tandem to call - waited and waited then I decided to call them. Following week the building supervisor attends to inspect. At the house for 7 min's at the most and was told I would be in contact in 2 days. He provides me a verbal scope.
21 days later with a number of follow ups during I decided to call RACV to be told "sorry your claim is declined". Decision based on Tandem inspector, same guy who bunny hopped his car on his ar...rival and started a recording from outside of the premises. A quick in and out visual and measurement which he is discussing with his work colleague over his phone, whilst I stand there waiting, unprofessional. Max of 7 mins at the house then to be told sorry we cant assist you. There was No plumbing Report, No BOM report, No physical roof inspections, nothing. Absolute disgraceful not only with the decision but with the manner this was handled. Whilst you, RACV are one of the biggest insurers in Vic, you cannot continue to treat customers like rubbish. All my policies will be changed, well done Tandem you and RACV are a match made in heaven, both lack customer service, untruthful and not accountable for decisions you make and continue to brag how great you are, not. Wake up, you've been taking my money for many many years on several policies and now can't pay a claim which responds to an insurable event in your PDF. Disgraceful.
This company should be deregulated
Disgraceful insurer. Their review rating (1.9) proves over 80% customers hate them. They send plumbers and builders out, who tell lies in the report. Watch them. Plumber told me to leave the room while he did the test. Was not allowed to watch??? Also told me can’t discuss findings with me, RACV’s rule. I could of proven them to be lies, there and then. I Paid $330 for a 3rd party to look. His report and comments, No waterproofing problems, no leaking shower screen. He looked at RACV’s plumbers report, said it false, his findings a...
Won't answer calls, hang up on me, wait 40 minutes, don't answer emails.
It been almost 2 weeks since I claimed. they won't return emails. Ive waited 30 minutes and then it went back to main menu. Hung up on. Had a conversation but nothing came from it. Waited 38 minutes and then they pretended they weren't there but I could hear them. After 2 minutes i said I won't hang up and I'll stay on the line so they hung up. It was 505pm. So frustrating.
Good value.Had a leak in apartment from next door.Claims were helpful.Sent people out quickly and cash settled within a month.No complaints with RACV.Only a member one year.Will renew with them again.A touch pricier than others but not the most expensive.
I can't believe this is happening again!
After going through a frustrating claim 18 months ago we now have another leak. And so it continues. Their builders, Unique Building Services come out to visit. Arrive later, only interested in replacing A/C, which was none of their business, didn't have steps or ladder, didn't look at carpet etc. I then make 3/4 calls to RACV for updates but waiting on reports. Then, after 75 minute phone call I speak to Shelly from Home Claims. I asked her once to stop yelling, 5 times to let me finish then when I ask her a question, she doesn't answer, says I can't help you and hangs up. I cannot believe this is happening.
Only a problem when you make a claim
Had a flood caused by a pipe burst up the street and water flowed through backyard. I had landlord insurance and contacted the RACV to make a claim. The carpet was ripped up and dried and then nothing for seven weeks. I requested emails, communication or an outline of what they were doing. Nothing. I am now forced to work on this for frequently and had to contact the subcontractors directly. The real problem is that the RACV do not assign a case manager so no-one is responsible. I have had 7 different customer service people that have no idea w...hat is going on with the project. Complete shambles in fact the only email sent has been a request for payment of the $1000 excess. You would be silly to use this company again. August 2nd 2019 Update: Not worth the pain. Four months, 32 emails and more than 24 different customer service operators The RACV has turned a simple project involving a flooding of one room into a nightmare. The RACV policies and management systems are designed to frustrate access to RACV staff. To start with any project should have a responsible person for the project. The RACV doesn't do this. A normal project involves communicated what is going to occur and when, the RACV does not do this. Every phone is directed through a central number with a 10-15 minute wait. The operator answers and then you have to explain the problem, identify yourself and then they direct to the correct person. Often this person will promise to send an email and this doesn't occur. The RACV uses a central email so that you get an automated response and often the emails are not responded to. There are no direct emails or phone numbers so any project questions are routed through multiple stages. The only prompt email from the RACV was the request to pay the excess. I have time to send 32 emails, and talk to 24 different customer service operators and I know that if I was working full time I would have given up. I believe that the RACV has designed their systems so that most people will simply give up. I would not recommend this company to anyone.
Big Time Waster. Impossible to contact.
Neighbour rolled car into my fence. Her insurer RACV. I called RACVwith the claim number and was put through to a third-party service centre (they do not even deal with claim internally!!). E-mails sent, calls made, put on hold for hours. I do not insure through RACV and now I NEVER will. Still on hold..... It seems to me that they just want me to go away and not deal with the claim.
made another claim last week winds pushed my cazzeeboo.
They said not covered as water damage from a down pipe which was flowing the opposite way rotted post. They even couldn’t check posts as they were in concrete. Canceling my policy and going elsewhere. There happy to take your money.
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Questions & Answers
Does the installation of security cameras reduce premiems
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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