Excellent customer service
Due to Covid restrictions we were unable to make our international travel dreams for 2020 come true. RACV insurance was excellent when contacted to discuss the cancellation/refund of policy. Attended to immediately, full 100% refund and transferred to credit card from which the original payment was made. Thank you for your professionalism.
Worst thing I’ve ever done. I take out annual insurance each year as I do at least 2 international trips and more domestic. I changed to racv because I would be going to Bali a couple of times as my daughter was holding her wedding there, and some of the activities I may have undertaken would have been better covered under their policy.I have been trying since April to get my claim settled. I was able to cancel most of the accommodation I had prebooked except for a villa. As it was a large villa they tried to get me to have my receipt altere...d to make out it was shared accommodation in which other people would be staying and paying. Wth. When that didn’t work they wanted official flight cancelation notice which I couldn’t even contact the travel agent to get a response from because of all this COVID issues. I have finally accepted a flight credit so that I can complete my claim for accommodation and am still waiting for a response. Looks like the ombudsman is going to have to get in on this one
Hard to claim
Last Update. Claim has now been paid in full. Finally got a letter from Ryanair. Disappointed that it took so long and really still can't believe that it had to be like that. Having said that once I jumped through the hoops they required, RACV paid the claim very fast. In the end RACV insurance covered us for what we brought the insurance to cover. I suppose all insurance companies will require you to jump through hoops. I just have trouble in understanding that "We do not give refunds" can be accepted by me but not the insurance company.
Upda...te: Now some two weeks later and RACV are still playing the "Does Ryanair really mean it when they say No Refunds". You will see the RACV answer below. Well thats as far as it got. Still waiting for that contact that is going to help me sort it out. Should have gone with Australia Post for Travel Insurance. Buyer beware and your Gold RACV membership does not help. We brought RACV travel insurance to cover our proposed trip to the UK and Ireland. As we usually do it was the first part of our trip we brought. Part of the trip included a flight with Ryanair from Dublin to Bristol. When we booked the flight we knew that it was not able to be cancelled and we would not be offered a refund if we did not make the flight. All this is clearly articulated during their online booking process and their clear Terms and Conditions. Once COVID became an issue we acted to minimise the loses and cancelled as much of our trip as we could. We then made a claim to RACV for our loses which were well below the premium paid and included a copy of Ryanair T&Cs. RACV will not pay the Ryanair fare until we provide a written response from Ryanair stating that they really mean the T&Cs they have traded with since their inception. The flight was not cancelled (which is refundable) the flight left on time (again refundable if it didn't). RACV insurance is aware that we have no way of getting to Ireland and that Ryanair does not offer refunds and yet refuses to pay the claim. Ryanair are very difficult to contact and I have tried all the available means with little response other than automated replies
RACV refund policy re Covid
This is the first time I have used RACV travel insurance and was very happy with service with only complaint was I had to ask for it. e were unable to take our trip to the US due to Covid restrictions. Customer service was very helpful with full refund offered
Total travel policy
Have always used RACV travel insurance.
Initially they said no full refund for my insurance policy but staff spoke to underwriter who confirmed it will be a full refund. Good to have support from RACV during this time and to keep long term consumers happy. What people expect when paying above average cost for insurance. Please note this is not a insurance claim but a policy refund.
- Extra Travel Care
- Verified customer
A1 Customer Service
Due to the international COVID situation our entire trip was cancelled and refunded by the airlines. RACV cheerfully and efficiently responded to my request for a refund of our insurance policy.
The policy was easy to raise and the staff were helpful
I am particularly thankful to RACV refunding my two travel insurance policies because of COVID 19.
A special thanks goes to Eleonora who completely understood my situation and continued to track the refund for me. Many thanks Eleonora.
Totally fantastic- a full refund
Our travel plans totally aborted due to travel restrictions related to COVID 19. Fortunately, pre-paid deposits etc were refunded. Delighted to find that RACV also prepared to refund our premium - thank you- always our first choice when purchasing travel insurance at home & abroad for more than 20 years. Well done again RACV!.
Good travel insurance
Our hire care in lake Como Italy was broken into and all our luggage was stolen! Racv were very good once we got home. Provided the police statement and had to list everything stolen item including presents we bought there and then provide receipts for the clothing etc. I used bank statements for non paper receipts ..Any clothing without receipts we couldn’t produce they refunded 50% to us ! I posted receipts as I did not know how to download them .This took a month but very happy with RACV ... our daughter took out basic care which was only $2500 cover and she lost a lot more than that! Go for the larger amount . We had $7500 cover and received over $3000 back
- Travel Care
- Verified customer
RACV Travel Insurance really puts the traveller first.
Setting up the policy is easy considering both my wife have ongoing medical issues. We have not lodged a claim as, due to covid-19, we are unable to travel in the foreseeable future and the insurance premium cost has kindly been refunded. We have used RACV Travel Insurance several times since coming to live in Victoria and have needed to claim previously. The claim was handled extremely well and settled very quickly.
Have always used RACV for our travel insurance and as covid hit insurance was the last thing I thought about when cancelling trip but even though I emailed them 3 months after the trip was due they still gave me a substancial refund which I thought was fair, will use them again when the world returns to normal
I am surprised and happy.
Due to the Virus, closed borders and no international flights, I am unable to travel in October. Christina made it very easy going through the process of cancelling my insurance, and receiving a refund. I will definitely be using RACV insurance in the future.
As my policy was bought after covid affected policies, they gave me a full refund, very good service. Customer Service was prompt and extremely helpful giving me my options. We find racv goid value as we have a few existing medical conditions.
Absolutely heartless organisation.
After 2 internal reviews, RACV is still singing the same tune and hiding behind technical jargon to weasel out of their responsibilities. My husband took out a similar policy with Woolworths Insurance and they, in spite of having a 'pandemic clause', have paid his claim after initially refusing it. I will be cancelling ALL my insurances with RACV and going with a company with more compassion and understanding.
Excellent customer service feedback
We actually haven't travelled yet but I simply wanted to provide feedback on the excellent customer service that I received from one of your travel insurance consultants, Vandana Parmar. She responded promptly to my emails on Sunday the 9th of August and was then great to talk to on the phone on the following Monday to discuss options for our travel plans and travel insurance needs for 2021.
Due to Covid19 trip Cancelled
Travel insurance for my trip to Norfolk Island was taken in February 2020 but due to corona virus was cancelled in July. Deposit of $500.00. was fully refunded as was RACV policy. Travel insurance with
your Company has been taken on 6-8 occasions
Very happy with my service
Happy with my policy
Have had travel insurance with RACV approx 12 times over the years
Have always found them excellent value
Staff are always helpful in organising my ins
Very happy customer
The trip was cancelled very close to departure. RACV have kindly offered to refund the costs of insurance as I experienced no out of pocket expenses. Thank you very much.
Awful- would never buy travel insurance from them again
I bought this insurance policy for a US/Mexico trip in February for March 2020 travel. Whilst I was able to begin my trip, I had to return home due to the borders closing. When I took out this policy, I was cognisant that Covid was an issue is some countries (mainly China at that point) so was particularly diligent on checking whether or not a pandemic exclusion existed, or whether the website stated that coverage existed. The website at the time only claimed that coverage would not exist for anyone travelling to a "do not travel" location- at ...this stage this was only China. I work in insurance, so was particularly diligent on checking the T&C's. RACV are claiming that it was a known event. I advised that if they were not looking to cover Covid claims, this should have been advised at the time of entering the contract and prior to anyone paying for a policy when a significant reduction in cover was already known to RACV. They stated their website did outline that coverage for Covid would not exist (it didn't- i checked multiple times. It was updated subsequently to these dates). Therefore they have misold me, and multiple other people during that period as we would not have bought the policy had it been disclosed that they were not looking to cover covid claims. Its worth noting here that other insurance policies would have covered this event in the same timeline (Chubb, for example).
adjustment caused by flight cancelations.
Service staff(Celeste) dealt with our query caused by covid related travel adjustments expertly. Help us greatly thank you. Our flights to Ireland and England have been cancelled and we were not sure of our options relating to insurance.
Questions & Answers
Does the total travel care policy cover repatriation. As we have been informed that we may not be allowed off the boat in New Caledonia if we do not hold international travel insurance that covers medical costs and repatriation. We have taken this policy out and now are thinking its not the right one.
Racv will tell you to read their PDS ( product disclosure statement ) unfortunately I was ignorant of this and realised after reading their PDS it is heavily loaded in RACV’s favour.
RACV Care T.RACV
Thanks for getting in contact regarding the coverage of your Travel Insurance Policy.
RACV is pleased to advise that we cover for Overseas Medical, Hospital, Cash in Hospital, Dental and Related Expenses. Our medical cover also assists you to find treatment and if necessary, medical evacuation and/or repatriation.
If you are hospitalised, you, or a member of your travelling party, must contact Us as soon as possible. The team is available 24 hours a day, 7 days a week. If you are not hospitalised but are being treated as an outpatient and the total cost of any treatment exceeds $2,000, you must contact us as soon as possible as we will not
pay for any expenses that have not been approved by us.
If you have an overseas emergency, contact our assistance team immediately, 24 hours a day, 7 days a week on
(02) 8055 1699. For more information please refer to Page 2 and 19 via this link: https://www.racv.com.au/content/dam/racv/documents/insurance/racv-travel-insurance/travel-insurance-fsg-pds.pdf.
Hope that helps.
Social Media Consultant
RACV make denials of claim up, Id suggest that you read a number of the one star responses , I have seen them deny travel delay claim because "Mechanical failure " is not covered , total rubbish , Ive seen a travel inconvenience claim denied because the traveller had their drivers Lisc stolen and the car hire company would not allow the car to be hired that with out a Drivers Lisc , claiming a drivers Lisc is not a required document - Just Rubbish
Hi, I’m a student doing an assessment for Commerce and I would like to know what RACV covers and at what prices. I’m 'going' on a safari trip in Africa (Morocco) for 9 days. What insurance would be available and at what price?
Hi Dominique, Thank you for getting in contact regarding a quote on Travel Insurance for your upcoming trip to Africa (Morocco). We are unable to complete this via a Product Review as during the quote process you will be asked a number of questions that are specific to your insurance requirements. It’s important that these questions are answered correctly so that the product being offered meets your identified requirements. Please call us on 13 13 29 from 9am to 6pm or you can visit any RACV Shop. Kind regards, Janice
|Category||Travel Insurance||Travel Insurance||Travel Insurance||Travel Insurance|
|Underwriter||Tokio Marine & Nichido Fire Insurance||Tokio Marine & Nichido Fire Insurance||Tokio Marine & Nichido Fire Insurance||Tokio Marine & Nichido Fire Insurance|
|Maximum Age Covered||110 years old||110 years old||110 years old||110 years old|
|Overseas Emergency Assistance||$25,000||Unlimited||Unlimited||$5,000|
|Accidental Death||$15,000||$25,000||$25,000||Not Included|
|Pregnancy (max weeks)||26 weeks||26 weeks||26 weeks||26 weeks|
|Resumption of Journey||$1,500||$5,000||$5,000||Not Included|
|Hospital Cash Allowance||$3,500||$6,000||$6,000||$1,500|
|Overseas Emergency Medical & Hospital Expenses||Unlimited||Unlimited||Unlimited||Unlimited|
|Loss of Income||$5,200||$10,400||$10,400||Not Included|
|Permanent Disability||$15,000||$25,000||$25,000||Not Included|
|Luggage & Personal Effects|
|Theft of Cash||$250||$500||$500||Not Included|
|Delayed Luggage||$500||$750||$750||Not Included|
|Credit Card Fraud||$1,500 as part of Travel Documents cover||$5,000 as part of Travel Documents cover||$5,000 as part of Travel Documents cover||Not Included|
|Travel Documents / Passport||$1,500||$5,000||$5,000||Not Included|
|Maximum Single Item Limit||$1,500 (Laptops, Cameras or Golf Clubs)||$3,000 (Laptops, Cameras or Golf Clubs)||$3,000 (Laptops, Cameras or Golf Clubs)||$750 (Laptops, Cameras or Golf Clubs)|
|Luggage & Personal Effects||$7,500||$15,000||$15,000||$2,000|
|Rental Vehicle Excess||$4,000||$8,000||$8,000||Not Included|
|Motorbike / Moped Coverage||Included for any size||Included for any size||Included for any size||Included for any size|
|Domestic Pet Care||Not Included||$650||$650||Not Included|
|Special Activities Packages|
|Cruise||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
|Snow / Ski||Optional Extra||Optional Extra||Optional Extra||Optional Extra|
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