- Total Travel Care
- Verified customer
So very disappointing
Whilst the policy was easy to set up, getting the claim paid properly is very difficult. We had Total Travel Care through RACV / TKM Insurance cover for an overseas trip lasting 5 weeks. At the end of week 3 my partner's luggage was stolen while we were waiting at a coach station for a coach that never turned up.
If you use this company make sure you have receipts for everything you pack ...including your pj's, t-shirts, socks, jocks etc. because they will only pay on what you can prove you bought, but don't expect replacement value. Two m...onths down the track and we have got nothing for the large additional expenses cause by the cancellation. You need to read the fine print for this one, not just that highlighted headings because short of an earth quake, riot or flood, they will tell you, you are not covered.
Sold an invalid travel insurance policy
I am a gold RACV member and recently paid for a top level travel insurance policy in the local RACV store for my daughter travelling overseas on a school trip. A few days later, I called the RACV insurance hotline to confirm aspects of the policy only to be told it was invalid due to the fact that home stay accommodation constituted part of her trip. I was not informed of this whilst taking out and paying for the policy. Absolutely shameful that the RACV sells invalid policies to unsuspecting loyal customers. Never again.
Sorted out to everyone's satisfaction
I wanted travel insurance for 3 weeks to Kenya. I am visiting my mother and sister and basically will spend 3 weeks in one place in the countryside. The original quote was too high and the consultant found a better compromise.
- Travel Care
- Verified customer
Easy to acquire but may get marketing stuff afterwards
Purchased travel insurance online for a couple (one a member of RACV) to go to SE Asia in August. Cost was $206.83 with a membership discount.
The insurer was actually Tokio Marine & Nichido Fire Insurance Co., Ltd.
I did not need it but could have.
However on return RACV send me a card for some kind of discount buying - did not want this - not a member - bit of marketing add on going on here.
It's very poor service.
I have the biggest product before my holiday started. I have called them from airport i have stacked to ask them advise but they told me do what you think is better for you. Now they declined my claims. Ask to many docoment that I can't go back to my holiday destination to ask them. Take long time to review you claim and end of the day they try to decline the case and not pay. I don't recommend them at all.
The reviewer stated that an incentive was offered for this review
Car hire insurace rip off
Hire car insurance changed and doesnt cover multiple items eg windscreen, tyres & roof. Biggest rip off ever & a waste of time. This is not insuracne its revenue for no service.
Too hard and expensive to extend policy when holiday was extended
The initial set up was all easy and a good experience. But when we extended our trip we were advised this couldn't be done online or via email, only via phone. Very inconvenient when overseas with expensive phone calls and in different timezones. Also the price quoted to me in the email from RACV for extending for 10 days was more expensive than starting a new policy with a different provider. Not much incentive for using RACV - too hard and too expensive!
My advice, proceed with caution
While it was easy to set up and was good value, after waiting in excess of 13 weeks for a straightforward claim to be addressed, I would not recommend this company to anyone. I am extremely disappointed with the poor customer service and continual push back and excuses that I have received from the claims handler, and it wasn't until I complained to customer service that I began to receive any sort of satisfactory response. I have been told my claim is in the final stages of settlement now and was to receive my settlement letter last Friday set...ting out the details of the benefit. Strangely, that did not arrive and neither did a response to my email today inquiring about it. There are plenty of other reputable companies out there offering a good service to travellers and I will be using them next trip. I only used RACV because my car and roadside assistance is with them, thankfully that side of the company is a lot more pleasant and efficient than the travel dept.
Thank you everyone who took time to write your experiences to help others
I was about to buy RACV international travel insurance (really about to click to buy it) and thought I should check some reviews. I think you have all saved me lots of pain if I need to make a claim, and made me think about cheaper isnt better! Thanks everyone, I'm going elsewhere!
Insurance for goods prepaid but failure to supply. i.e. airfares, accommodation and transfers etc.
We were unaware of the lack of insurance cover or that no cover would be provided for any payments made prior to traveling, to a Travel agency for airfare, accommodation or transfers not provided when overseas
- Verified customer
Refusal by Tokio Marine to pay my claim
I took out RACV domestic travel insurance. I have 2 car insurance policies with them, and so far it has been good. I have used their member services quite alot, and am very happy with them.
One of the reasons why i chose RACV travel insurance was because of what they offered with Rental Car excess, and now this is the very reason why i have an issue. And the issue is with Tokio Marine, because RACV say that its out of their hands.
The claim relates to an accident i had, where i was hit by another car. It broke the tail light, and put a sl...
Useless phone support -they dont help you -3rd party phone centres
I had an accident in Taiwan when I went to render assistance to a girl who jumped from a building. The RACV used the excuse that anything involving suicide - even going to a third parties aid that you don't know - renders their policy useless. Cost me over $3000 in doctors, unexpected accommodation and additional cost to come home early with broken bones. I was truly left high and dry by the RACV. They even had my wife in tears in the RACV office in Bairnsdale when she was trying to help organise my return. They were more interested in finding ...a way to get out of helping than providing assistance. I couldn't talk to Aussies and was always directed to overseas call centres when trying to do anything to get myself home with four fractured vertebrae and two broken ribs Never ever again would I use RACV travel insurance. I would give them zero stars if that was an option.
Agree 100% - Also The Worst Experience Of My Life
I am writing to share with you my bitter disappointment in what I thought was a trust worthy, fair and reasonable Australian company. I sadly share a similar story to that written below in another review.
I have travelled for 30 years, always taking out travel insurance and never once making a claim.
My husband and I recently purchased travel insurance from RACV and during our European trip, my brother sadly passed away unexpectedly. It was an extremely upsetting and harrowing experience to be so far away from home and we rang RACV Travel I...nsurance hotline for some assistance, only to be told that unless one of us was having a medical emergency, they really could not help us. Added to this, we have received a letter from the claims department today denying our travel insurance claim. The reason given was that we did not declare any preexisting illness of my brother (who was in Aust)? My brothers death was sudden and unexpected. At no stage during the acceptance and payment of our insurance policy did RACV staff ask and provide detail in any of the forms for relatives or any others persons preexisting illnesses who were NOT travelling. Who expects to detail all pre existing illnesses of all relatives to be declared on a travel insurance policy? I find the lack of transparency from this organisation so upsetting. We have been members of RACV for 10s of years and often frequenting the RACV clubs. Our friends, family and colleagues have all been so upset for us, and even asked us if we had taken travel insurance, thinking that at least we would be covered. What a bitter disappointment to now tell them all about this situation. I cannot recommend RACV Travel Insurance, and like the other people who have made similar posts, will be instead warning others to avoid RACV. I will also be making a formal complaint and withdrawing all our other RACV policies. What a sad situation I find myself in, whilst still grieving the loss of my only brother.
- Extra Travel Care
- Verified customer
Perfect customer service
I initially sourced a quote off the RACV website. I had a question to ask - Celeste was lovely to speak with and very helpful and completed my purchase. The cost is almost half what the travel agent handling our booking quoted - and we have a group booking of 98 for two weeks of travel.
Seem good value for money and covers the essentials
Yes good value for money.
Havent travelled yet.
Have had RACV travel Insurance on several occasions before and receive the 50 year membership discount.
It is easy to arrange a policy with RACV.
Value policy. Hard to beat.
First time users. Policy was much cheaper than alternative offered by flight centre. List of inclusions covers all contingencies. Will be interesting to see service if we do happen to make a claim after our holidays
Made too difficult to claim.
The policy was easy to set up. However, I had to cancel due to ill health. The claim has never been paid out as the information that was required by RACV was very difficult to get, as my doctor did not think it was appropriate or necessary. In the end I have let the matter drop as it became too difficult.
It was good value when compared to other quotes from travel agents.
I have only ever lodged one claim through sudden illness before travel, and it was settled with ease and in good time.
Racv insurance have been my go to travel insurance company for 25 years.
WORST EXPERIENCE OF MY LIFE
I do not usually write reviews on products or services, however my Fiance and I are extremely disappointed with the outcome of a claim recently placed with RACV travel insurance.
Recently, my Fiance and I were due to travel overseas and had taken out travel insurance weeks before our flight was due to depart. Unfortunately, 2 days before we were due to travel, my grandmother fell ill and passed away the night before our flight was due to depart Australia.
Needing to be in Australia to support my family after her death, we cancelled our fligh...ts. Upon receipt of advice from our travel agent, we then proceeded to lodge a claim with RACV to recover even just some of the travel costs involved. Today, we were informed that the claim was denied, on the grounds that my grandmother's cause of death was pre-existing and therefore, was not covered in our policy despite the fact that there is no provision to disclose pre-existing medical conditions of relatives. NB: The denial letter suggests that the only way to be covered for medical issues relating to relatives is if it is listed in the application form!?!. How is one expected to list all living relatives' medical histories in insurance that does not relate to them in any way? Furthermore, at the time of booking the trip and insurance, my grandmother had not been hospitalised for any of the conditions that had been listed as her cause of death and we had no idea that she was to pass so suddenly.
Disgusted with outcome of insurance cover
Spoke with RACV agent on getting travel insurance to cover damage to hire vehicle traveling across northern WA, as the car rental company was charging exorbitant daily rates. We paid the car hire company $6,000 bond for any damage, which was the purpose of the insurance I took out - to insure against any deductions from this bond. Minor damage to bumper ($1,100) - but RACV insurer says the claim must be against an 'excess', not the 'bond' and refuses to payout. Very disappointed.
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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
How do I buy full health insurance?
Hi Xian, RACV do not currently provide health insurance. If you are referring to coverage for overseas medical and hospital cover you can find out more and obtain a quote here: https://bit.ly/2JhvJav
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
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