RACV Home & Contents

Minimal wait time. Very friendly and helpful operator. Needed increase of house insurance- done immediately. New policy sent through within 1/2 hour. I support RACV - Excellent to deal with local call centre - jobs kept in Australia. Show details ·  1

I strongly advise against using RACV for insurance. In my experience, they are very quick and efficient when it comes to taking your money — but when you need support for a legitimate claim, they become unhelpful, slow, and uncooperative. The process felt intentionally frustrating, as if they were trying to avoid paying out. This experience showed… Read more

a clear lack of integrity and fairness. I regret trusting them and hope others don’t go through the same disappointment Coverage Type: Home & ContentsProperty Type: HouseClaim Made: YesClaim Resolution Time: 3+ monthsType of Claim: TheftClaim Date: April 2024

Title: Over a year later, no repairs, no accommodation, no compensation Review: It has now been over one year 5 Jan 2025 since my insurance claim was lodged and I am still no closer to having my home restored. RACV provided no accommodation support and no meaningful compensation, despite large parts of my home being unusable. I have been living… Read more

for over a year without a usable lounge room, kitchen, dining area, or living space, while caring for a household of five people, including my niece and nephew. The impact on daily life has been enormous. RACV engaged InsureBuild, and the trades they approved caused further damage to my property rather than repairing it. Poor workmanship and a complete lack of oversight left my home in a worse condition than before the claim. Instead of fixing the damage, the situation deteriorated. Communication has been slow, inconsistent, and reactive. Promises are made and then ignored. Progress only occurs when chased, and even then it rarely results in action. After exhausting all reasonable attempts to resolve this directly, the matter is now with AFCA, where it has also been ongoing for an extended period. This level of claims handling is absolutely appalling. For an insurer that promotes trust and member support, RACV has failed on every level — claims management, contractor oversight, communication, and basic duty of care. I would strongly caution anyone considering RACV insurance. When you actually need support, this experience shows how easily you can be left to struggle on your own.

Well, here we are again and I really wish we weren’t. My wife and I have been RACV members for 41 years. We have house and contents insurance, comprehensive insurance on 2 cars, along with Total Care Roadside Assistance. Very recently, we discovered… Read more

we had a significant water loss and lodged a claim with RACV. A plumber contracted by them conducted tests and it was found we have a burst hot water pipe under, or in the slab flooring. Despite their assessor (not the plumber) getting very high readings of moisture (71) in the wall of our walk in robe (which is behind the main bathroom), their report says and I quote “No resultant damage visible at the time of the assessment.” On that basis, they cancelled our claim and did so despite their plumber’s comprehensive report stating “Water damage to architraves in walk in robe.” Their assessor also took photos and commented on the mouldy plaster wall in the walk in robe. The floor was bare as I had already removed the wet carpet, but hey, no visible damage!

I received a call from RACV today wanting to discuss their decision to cancel our current claim. The most outlandish statement made during this conversation was, “We don’t pay for invasive work.” which means despite the fact that we have to destroy our bathroom to discover the location of the leak which is somewhere under the floor in that area, they will not pay for that, or the cost of repairing the plumbing which I anticipate will be a massive job. I said to this person, “What have I got home insurance for? “ There was silence! These assessors and associated administrative staff actively try their hardest to deny all the help their customers need, at a very serious time like the one we are now experiencing. We have found ourselves in a very vulnerable position in the late stage of our life thanks to RACV. We have been married for 51 years.

In September 2023 a herd of cows ran out of a dirt lane from behind some trees and onto the main road. Despite braking as heavily as I could, I hit one. It got up and ran away much to my relief. After lodging my claim as the bonnet was quite dented, RACV called me and said they would “have to make this an at fault accident.” As most people will know, this would increase my premiums. This is the totally immoral standard of the RACV insurance sector. The only thing that matters to them is making MONEY ! and despite 41 years of supporting them, there is no loyalty whatsoever in return. We mean nothing to these people, or this company. As others have said, if I could give zero stars that's what I would do. We will make arrangements to move all our insurance to another company.

Trust me, don’t insure anything with RACV, it is a totally unscrupulous and immoral company.

Lost glasses claim – I lost my glasses and applied for a claim accordingly. Shocked to be asked to supply a photo of the glasses which were lost.Gave up after proof was offered of glasses purchase 2 years ago .Amazingly, told not accepted.Aparna, from claims Department rang me months later to find out why my claim was not finalised. Her ID S128290 was given after I… Read more ·  1

insisted . Amazingly, Aparna corrected the problem swiftly and in a helpful manner. We are passionate supporters of RACV and staff. I hope this outstanding staff member is congratulated by her leadership team. as well as Siri and Tom who werealsohelpful. My faith in RACV has been restored by Aparna. Thank you. Peter Draper Brighton.

Positive Experience – Had a lightning strike take out an expensive pump late last year. It took a while with the claim having something to do with the incident report but I did get reimbursed. Have been insured with RACV over 40 years. So no complaints here. Show details ·  1

Loyalty Review Great Job – On Thursday 30th December 2001 I put in a claim for my Samsung Galaxy A20 since it was broken, which was still under warranty but Samsung refused to help me. I didn't have portables listed on my Home & Contents so Cassandra put through a loyalty review for me on Tuesday 4th January 2022. On Wednesday 2nd February 2022 they paid me $300 with bank transfer towards a new phone. Show details ·  1

They are going up astronomically every year and yet tell me I’m receiving all these special discounts for being with them for years. I feel like I’m actually being punished. I have made NO claims on house or car yet they charge me more and more. When I rang to discuss, I found the woman sharp and unempathetic. When I asked if they could reduce the… Read more

cost at all, she asked me a few questions then said she could apply a discount which worked out to be less than $100. Then I asked if I could have an extension on payment, my mum has been sick this year and this payment has sneaked up. I was sharply told know I could only have standard 14 days before policy is expired. Then I asked could I then pay monthly to which she said no because she has now applied this discount (which is tiny anyway). Then she said so can you pay by the date to which I said well I suppose you have given us no other option and we have to. Feeling so stressed and like treated like dirt after more than 10 years of loyalty. I rang back to speak to a manager and tell them I found much cheaper deals from other companies online. After waiting on hold it rang through and then promptly hung up. I’m thinking I say goodbye to racv for good and take all my business elsewhere.

We have had a water leak claim into a powder room going for over 9 months. We are nowhere near even completing the work. Toilet and tiles have been removed and carpet in adjoining bedroom removed and power disconnected in adjoining bathroom. It’s complicated by finding another unrelated leak which they won’t cover and can understand that, but our… Read more

house is cold and looks like a mini demolition site. Communication has been poor and the builders and associated workers are poor communicators as well. The builders assigned have made quite a tidy sum of money but alas no work completed at all. It’s a very bad reflection on RACV who have been slow to return calls or not return calls at all. We have many policies with RACV and thinking seriously of changing companies.

In the past, we have had very good service from RACV and have had very few claims, so I am very disappointed with the paucity of service and non progress of our current claim. It hasn’t helped that we have just had a change in claim manager but that could be a positive.

We are hoping we have a resolution before Christmas but not holding out any hope.

Huge Premium Increase with No Justification. I’ve been a loyal RACV customer for years, but my latest home contents renewal went up by almost 20%, despite no claims, no changes to my cover, and no explanation that made sense. When I questioned it, I received only generic template responses that failed to address my specific situation. Even after… Read more

escalating to the Member Relations team, I was met with the same vague reasoning about “rising costs” and “risk factors” — nothing concrete about my own policy. It feels like loyalty and a clean claims history count for nothing.

I’ve always thought RACV stood for trust and fairness, but this experience has really damaged my confidence in them. Unless they review this properly, I’ll be taking all of my insurance, and roadside assist, elsewhere.

Why does RACV home insurance, have the mentality to repair luxurious homes to standard homes with the same issues, differently? For example, my fireplace hearth was to be built further out and at higher level (which I stressed to business was very unsafe to my individual family members– which the business did not care about), however, when the… Read more

same type of work was completed to a luxurious home, the hearth was made much lower in height and not required to be built outwards (which is considered safer and would not result in injury to individuals). Also, the business will never mention the truth and say, your home is considered standard and is treated differently in terms of compliance to a luxurious home. A standard home should be repaired at 100% as a luxurious home, no matter the standard type of home.

We're not happy with RACV accidental damage cover. There is no clear explanation as to what is covered under this cover and no claims consultants can explain it either. Kids accidently bumped into a window and broke it. Initially told it fell under accidental damage (excess $300) then when claim was lodged was told it fell under listed item… Read more

"glass breakage" and therefore excess would be $500. Please explain why you advertise a ball breaking a window falls under accidental damage but when a human bumps a window accidentally it falls under basic building excess. What's the difference? They're both accidents and both involve glass breakage so why does one fall under accidental damage and the other doesn't? We went through complaints process due to inconsistent advice and in the end they wanted the higher excess but no one explained why.

A car rammed the fence of my house The driver made a claim with RACV on 3 May 2025 First, spoke to RACV call centre agent 1 - the driver is at fault. You don't need to take any action. Second, I spoke to a RACV call centre agent 2- Your claim was not processed, the last agent did not complete the process. Third, I spoke to RACV agent 3 - we… Read more

need information and you are not at fault, and you don't need to pay the excess 18 June 2025 - Fourth RACV agent 4- We don't know the details of the person who damaged your fence; we need to investigate who is at fault.

I lodged a claim on my own but no one seems to know what to do,each agent has different approach to the solution.

Slow and incompetent. I recently tried to get a quote for home and contents insurance where the insured value was outside their online parameters and I had to deal directly with their customer service team. The responses I received were slow and the amount of documents they insisted I send in before even providing a quote was ridiculous. I went… Read more

with another insurer but can't even imagine the stressful experience it would be if a claim ever had to be made with RACV.

For a supposedly trusted brand in Australia, I am appalled by my recent experience with RACV. I am writing here as I've exhausted all avenues to get an update on our insurance claim after our house got broken into. We submitted the claim on Jan 1st and 5 and a half months later, we're still waiting to get our claim settled. I have spent hours on… Read more

the phone to RACV to get updates, as otherwise we dont hear from them. 4 months in, I called RACV and requested for our claim to be settled by end of April and the person that I spoke to said that I will get an update by the next day. I haven't heard from them since.

Last week, I sent an email yet again to get an update. I still haven't heard back. Note that RACV was quick to increase our premium but obviously don't see urgency in settling our claim. We have been an RACV member since we moved to Australia, with both our home and contents and car insurance with them and it goes without saying that we are moving to a different provider, along with our extended families who are also with RACV.

Just did a quote online and was informed that my quote could not be completed online and to call RACV. I proceeded to do that and was met with an extremely rude, abrubt, condescending call taker. Unfortunately, I didn't get his name, but he informed me that the quote online was meaningless and that he could repeat the quote and it would likely… Read more

change, after patronizing me several times he then proceeded to hang up one me when I expressed that it seemed ridiculous that a quote online was meaningless and it would likely be a different price. I made the call on the 29/4/2025. I suggest that RACV listen to the recording of the call and deal with the call taker appropriately. I will not be purchasing RACV insurance ever, and I will ensure that everyone in my sphere of influence is aware of the weak customer service provided.

Abbsolutely appauling service. I rang RACV to change my postal address. I had already paid my home insurance but then received another bill in the mail for a larger amount when I had already paid and was assured that there was nothing more to pay. Rang RACV several times and was then told I would get a part refunded from what I paid. However more… Read more

bills arrived demanding an already paid home insurance to be paid. Then received a letter to say that my insurance had expired due to not being paid when it had been paid. Continually told that it is a computer error however no one seems to be able to override the computer error manually so the error is fixed and no one seems to be taking responsibility instead blaming a computer. Customer service is about taking responsibilty and taking steps to fix a problem not just passing the buck!

I have never made a claim. I have been with RACV for 29 years. I'm a gold member. I get discounts for my years of service and the fact I have my car and caravan insured with them also. Over the last few years my house insurance premiums have doubled. My car insurance has increased by 50% in three years. Yet my risk to them has not changed. In… Read more

fact, my partner is retired and I retire in a few months. We now drive less than 10,000 K's a year and someone is home almost all of the time. We are very low risk. Apparently my insurance cost is increasing because of the floods in NSW, the cyclone in QLD etc etc. Why are they MY problem. Shouldn't the peanuts who choose to live in cyclone, flood and bushfire areas be bearing the cost of their own insurance? Well it's goodbye from me RACV. There is no benefit to me for having been a loyal member for the last 29 years.

RACV increased our premium for home and contents insurance by $1200. No claims and many years with RACV. Met with a rude and condescending person when calling to discuss a better deal. Our only option with RACV was to underinsure our home, which we believe is already underinsured. Decided to leave RACV once and for all. Show details

Unreliable landlord Insurance, do not waste your money, horrible claims management process, unreasonable terms, if you lodge a claim, you get treated as if you are the offender. Two weeks since my tenants left the property without notice in bad shape, with damages and I am still struggling to get the assessment done after numerous phone calls… Read more

while my property is in bad condition causing more damages, cannot fix it before assessment, feels like they want me to get tiered and fix it myself.

Terrible service. We had to essentially project manage all the repairs ourselves because RACV were so totally useless. We were constantly calling to chase up the 'claim manager' to get them to do anything, and in the end we had to coordinate all the trades ourselves. I asked to make a complaint and was told my complaint had been put in the system,… Read more

but of course I never got any follow-up about it. We are changing insurance companies after the debacle we went through with RACV.

Under quotes, under delivers. Non-existent customer service – Went with RACV as I thought they were a more premium option, but aside from the initial response to my claim, having arborists and make safe people out fairly quickly, it's been an absolute shambles. Our damage occurred Jan 2024 and now over a year later I'm still having to call up at least once a week to try and prompt them to do their work.… Read more

Last time they told me my case had "accidentally been closed" and so hadn't been looked at. That error had apparently meant they'd "escalated it" but I just gave them an extra 2 business days past their advised time frame before calling up again and they advised it still hadn't been looked at. As others have said, constantly under quoting, not following up, just generally not getting the job done. It took me suggesting getting the Ombudsman involved to keep things moving, and now I'm basically left to write these things in the hope of speeding anything up or getting anything resembling good customer service. Well, it's been a year of terrible word of mouth which spreads further and further. Avoid.

Be Careful – Ok, here goes. Our claim was for stolen jewellery and contents resulting from a burglary. RACV tried to limit our Jewellery claim from $30k to $20k as they believed we only had $20k of cover. I had to instruct them how to interpret their own policy wording and schedule of cover to teach them that we were entitled to $30k. They then paid us… Read more

$30k.

Amazingly, they then tried to cap our General Contents claim from the correct $43k to $10k! I then had to once again instruct them how to interpret their own product so they could see we had $43k. I had to then lodge a formal complaint to get my file reviewed, which they did, and then accepted that we did have $43k of contents cover.

This was fine for me to deal with as I am an insurance broker/underwriter with over 20 years experience, however I do wonder how other people would fare if they don't have the same knowledge. RACV did assure me that they don't "try these tings on to limit their losses" and that they take these matters seriously, however please be VERY careful with them.

Attention RACV, I will happily remove or edit this post if anything I have written is not true and accurate.

Really poor insurance claim process – After a car drove through our fence we put in a claim. The first one ever after having RACV Insurance for many years. We were told we had to pay an excess, even though it wasn't our fault, the driver of the car was insured & we provided RACV with his insurance details when we put the claim in. It took nearly 2 months to have our fence replaced & 6… Read more

months to get our excess refunded. This was after several calls to RACV chasing it up. Pretty sure the only reason they ended up refunding it was because we told them we're cancelling all our insurance with them (home & contents, 2 cars & roadside assistance). Of course although it wasn't our fault our premiums have skyrocketed this year. I'm sure the reply to this review will be the cut & paste "We've sorry to hear about your experience etc."

Shame on you RACV – 0/10. Absolutely appalling service from RACV. I made a claim with RACV in May which they approved. To date we still waiting for repairs to occur. To make this experience even more horrendous we had sold our house prior and were just about to settle when the damage (minimal) occurred. We are unable to settle the property, the purchasers are unable… Read more

to move in. Countless phone calls, emails and now AFCA involvement with no resolution for 6 months for such a small claim. The whole process is destroying us financially and emotionally. Shame on you RACV- so disappointing that you just don't care about your consumers.

bad experience – Home insurace with racv. i would give this company zero stars. they send their choice tradies to my property for inspection. after weeks of waiting they refuse to pay for full damage saying damge was normal so after so much discussion they send tradies again. wasted my money and time to claim insurance claim. case manager keep delaying paying my… Read more

claims for months. i had to wait 4 month or more to get my claim which were approved by their choice of tradies. i also have to organise tradies and materials to get job done.waste of my time, money, energy just to claim my insurance for which i was paying premium for years. unprofessional and unskilled staff on job. racv insurance do not care for member. worst experience.

Home Insurance Claim due to storm damage – Submitted our first claim recently, in over 10yrs of being a Silver member with RACV, to have a collapsed brush fence repaired due to the storms from late Aug and was closed within a week as their Assessor deemed it to be under $500??? Hence, less than the payable Excess on our policy, however I found it baffling as each brush panel costs more… Read more

than $400 plus installation and several panels had become reattached from the posts and railings!! I requested for our claim to be reviewed as it was grossly underestimated by their Assessor, so we sent in our independent quote which took their claim team more than 2 wks to act but only after I called them twice and emailed them too. I was told that our quote was deemed ‘insufficient’ as it needs to be itemised?!! Why was this itemised requirements specified in the first place?!! It’s now back to our builder for amendments..what a joke of a process! Think twice before you sign up with them!!