I have landlord insurance with RACV since November 2019. After 2 months my tenant left the premises without paying rent. It took me a long time to remove the rubbish that he left. I made the claim over the phone 3 days back. They advised me to send documents and within 24 hours they finalised and paid my default rental.
Unbelievable service. Thank you, Helen.
Do NOT use RACV!! Go elsewhere
After loosing my house to fire due to malicious damage from the tenant I STRONGLY DISCOURAGE ANYONE FROM INSURING WITH RACV FOR ANY PURPOSE. Their staff were belligerent and difficult from beginning to end. They sent trades people to an address in the wrong suburb, lied to me about the claims process, investigated me despite having a police report naming me as the victim. Their contractors repeatedly didn’t show up, misinformed me about cover on 4 different occasions and tried to pay out around 50 percent the sum insisted. They also send all m...y detailed paperwork to the wrong customer. I spend the equivalent of days of my life on the phone to their call centres. Then when I escalated a complaint they deliberately dragged out the process and they even paid the wrong amount on the final settlement which delayed the process further. I found their process transactional and their people were horrible to deal with. This is obviously part of their culture and business model. RACV Insurance is part of a consortium with IAG and it’s obvious they have no problem in intimidating customers or showing any empathy or humanity. Take it from me, avoid!
Read up landlords! Loyal Silver member for 10 years and spat on in the face!
Been a loyal RACV member for 10 years with several polices for multiple properties (including car insurance and roadside assist etc.)
The only reason for the two stars rather than the one star is due to their phone service (you get connected straight away) and their discount polices for loyalty members etc. Allianz insurance were the worse with waiting times so don't even give them a shot. They don't want your 'business.'
A few days ago I wanted to add another property for building and landlord insurance and RACV would not accept due to the...landlord embargo. Okay cop out by the insurance company big boys but let's move forward.... I thought maybe they can make an exception because after all I am a loyal member? NOPE! Offered no alternative a part from some 1300 number. I was being handball. I than choose just to do the building insurance a day later. Since the property is during the settlement period and vacant they refused to accept. This was outrageous as the property is likely to be vacant during settlement and the banks need the building to be insured. What kind of insurance company is RACV?
- Verified customer
Great customer service and professionalism
I had my landlord insurance with another insurance company. After a few months, I found that RACV Product Disclosure Statement (PDS) is more comprehensive and offers a simpler solution due to the examples they provide at the end of their PDS. Consequently, after some initial thought, I switched to RACV. It is difficult to believe but within 3 weeks of becoming their customer, my tenants simply left my house without giving any notice and with significant damage left behind.
I called RACV and filed for damage by tenants and loss of rent claims. ...They sent an assessor and after around a month and a half paid me the amount due. Here, they could have easily raised suspicions based on a new customer filing for claims within 3 weeks but they had a professional attitude during all the time. I am glad that I signed up with them and will happily keep paying them for long. The only downside was that I had to call them twice myself to move the case. This I guess was probably due to claims overload from the Australian bushfires this summer. I have read Product Disclosure Statements (PDS) from many landlord insurance providers before making this decision, which in the case of RACV case is much more reasonable and straightforward to deal with. My only purpose of coming here and writing a review is that we write reviews to criticize the company after a bad experience and scare any new customers away but hardly take time to write about the professionalism a company has shown. So yes, 5 stars to RACV from my side and I would highly recommend it to potential insurance purchasers.
- Verified customer
Over 3 weeks since filing a claim and still waiting to hear from the assessors
I am the tenant of a house with a flooded master bedroom and bathroom. The landlord's policy is with the RACV. We filed a claim on the 3rd Feb 2020 and it is now more than three weeks since then and I am still yet to receive a phonecall from their builder assessors to even arrange a time to assess the damage. I've emailed the RACV without answer and had to call twice, waiting on hold for half an hour each time of course, and just keep getting told "you'll hear from them within 72 hours". 528hours now and counting. We wouldn't mind being able to...use our bedroom and bathroom again. I understand that the RACV is not directly to blame for their builders' inability to meet their deadlines. However, they are directly accountable for choosing those builders. Will a policy with another company align themselves with builders who are capable of meeting their demands? Perhaps.
Whatever you do, DO NOT take out Racv Lanlord Insurance, its the biggest rort and waste of money!! I called up several times to enquire and obtain quotes on this insurance and NEVER ONCE, was the excess mentioned. I take full responsibility that I did not read the PDS, however, all other insurance policies, for e.g car, boat, home & contents etc, including those from RACV, clearly states on the Certificate of Insurance, what your level of excess is, in the case of a claim, why is this not listed on a Lanlord Policy? We can only assume, it's bec...ause they would not like to bring it to your attention how astronomical it is!! So, if you want to claim malicious damage by a tenant, it's one months's rent, plus $500, then if you want to claim loss of rent, its another 4 weeks rent, plus $300. So if you need to claim for both, in my case, that amounts to over $4000 in excess!!! Really RACV?? Thinking this may be an industry standard, I have since contacted other insurance companies and it's clear that RACV are the biggest rip off!! I have also since been told by several real estate agents, to stay clear of RACV as they have the worst reputation when it comes to claims and have recommended two other more reputable companies. Please do your research and ask the questions regarding excess.
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