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.
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
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.
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 customer service and worst claim handler
Yes it was good value but not sure now and yes it was easy to set up
Been calling and get all sorts of rude reply
1st and will be the last
I have sent all sorts of documents for my claim but they Keep on telling me they have to verify my receipt and then i sent my bank statement as well as requested and they tell me even that is not good enough which showing the transaction details, date and my name but even that is not good enough for this claim handler named elizabeth mustafa and she tells me that she needs to verify the receip...
- Verified customer
As a 50 year member of the RACV we took out travel insurance to cover a cruise in Feb 2019 to celebrate my 70th birthday along with some friends. We booked the cruise in may 2018 and fully paid up in November 2018, at which time I took out RACV total care package. Log on online was simple and easy to process, it does however not ask if any relative has a pre existing condition that may affect your policy. The site asks you to agree to terms in relation to the PDS. ( this is a 64 page document). So like many others I ticked the box thinking eve...rything would be okay. How wrong was I for not ready the PDS thoroughly. In the background my sister had been fighting cancer for over 17 years and had various operations and treatments. She was told in December after a hospital visit that there was nothing more they could do for her and that she had 6 months to 2 years to get her affairs in order. Unfortunately her health to a bad term in Feb 2019 and she was admitted to palliative care. WE cancelled our holiday on 12th Feb, My sister died on 14th Feb the day we were supposed to sail away on holiday. I submitted a claim for travel insurance only to find out you are not actually insured by them but Tokio Marine. who probably don't give a hoot that you are a loyal RACV customer of nearly 50 years. The company requested a copy of the death certificate and provided a medical certificate to be completed by her regular GP. these were provide in due course. On looking at the policy for cancellation its says you are covered for "through severs circumstances beyond your control that you did not expect or intend" think you are covered, WRONG, The company declined my policy on medical grounds not mine my sisters, the policy says under medical condition about medical conditions not covered it talks about your heart , your lungs etc but the kicker is in the last line of medical condition, it says that the medical condition applies to you, your travelling companion, a relative or any other person. so company declined my policy based on my sister having a pre existing condition before I took out the travel insurance. I`ll be honest that having to use it for a cancellation due to a death never entered my mind, we usually take travel insurance mainly for any medical expense which we may incur. So the moral of the story is please read and understand the PDS from any company because in certain circumstance you may not be covered. So I`ll always remember my 70th birthday for all the wrong reasons, I didn't get to celebrate my birthday on the cruise, my sister passed away and the travel insurance declined my claim So as I put in review heading its buyer beware you don't always get the cover you are expecting I`d like to hear from any similar situations.
- Verified customer
BEWARE - RACV TRAVEL INSURANCE
We recently had to return early from an overseas holiday to attend my elderly mother's funeral. After submitting all the required paperwork Tokio Marine rejected the claim and would not payout the cancelled tour costs OR additional air fares to return to Australia due to a 'pre-existing illness'. In our opinion this is not fully explained or specifically covered for third parties in the PDS. Quick to take our premiums for insurance over many years with no consideration whatsoever for long standing RACV customers. Very disappointing outcome!!
- Verified customer
Forget about making a claim for a lost item - they hide behind it being "unattended"
We travelled OS and had to make a claim when we came back as I lost my prescription sunglasses when over there
I tried to demonstrate to them by retracing my steps and contacting places where they were, however by being too honest they hide behind the "being unattended" clause rather than it actually being "lost". i.e. because i contacted the hire car company to check they indeed weren't left in there, the insurance claims dept concluded that I actually left them in there and were unattended.
When I then undertook a more forensic retrace...(looking at phone photos and times / placed they were taken) was able to more accurately pinpoint where they most likely were lost (somewhere at a shopping mall), they still entertained the notion of them being "unattended" as I couldn't exactly tell them where they were lost. Even if this was the case (which it wasn't), this makes the policy worthless as there are many situations where an item is genuinely lost but classified as "left unattended" - two contradictory clauses in the the same policy section makes this misleading and ambiguous in their favour. So far have gone through 2 escalation review processes - _each_ time takes 10 business days plus having to send at least 2-3 hours getting more info together and writing an appropriate response and still haven't had a positive outcome almost 3 months later. I chose this policy a Gold RACV and Club member plus with the positive comparison in Choice magazine - what a waste of money. To be honest, should have used the freebie Credit Card insurance instead.
- Verified customer
What a ripoff
I decided to purchase the Total Travel Care Policy believing this was the best cover for our trip to Europe. I have all our insurance with RACV as I have always believed that they are a reputable organisation and act in the best interest of their customers. What I didn't realise is that if I needed to make a claim, which I did, I would not be dealing with the RACV, instead I was dealing with the underwriters, who do not act like RACV.
I had my bag stolen while eating dinner in a pub. My bag was with me at all times, however, as it was not phy...
- Verified customer
Beware of changes
Was advised just prior to purchasing the policy that the unused portion of the policy would be refunded if the trip was shortened (it can be difficult to know if you will be definitely be away for 6-12 months). Apparently this was incorrect and after the 21 day cooling off period following purchase there are no cancellations and no refunds even if the trip doesn't go ahead or if the dates change (as in this case). Had a 6 month policy ($625) which was no longer any use and completely wasted money. I understand that refunds for the unused porti...on were allowed with the previous underwriter (and are allowed for motor vehicle and home insurance) but no longer apply to travel insurance. I will not use RACV for travel insurance again and will look to another company that allows variation to the policy (as others do) and understand that plans sometimes change outside a 21 day window.
- Verified customer
Very professional, capable and knowledgeable
The outstanding part of my telephone call was the very professional capable and knowledgeable service person. Paula. She made it very easy by asking direct questions and had no hesitation in being able to address my concerns. As you might expect, this made it easy to set up the policy. Did I feel the policy as being good value? It is difficult to put a dollar value against peace of mind. Thank you RACV.
- Verified customer
They work extremely hard...to avoid paying out your claim
Unfortunately we had to make two claims for separate issues with RACV on our recent holiday and we found them to be terrible to deal with on a number of fronts.
During the course of the process we made a number of calls and were never actually able to speak with the person handling our claims as they were either busy or not there. The people we did speak with were never able to assist us as their standard response was that only the specific claims officer could answer our questions.
Despite providing what we thought was clear and comprehe...nsive supporting documentation, they continually asked for further information that seemed unreasonable in the circumstances. We believe this was largely a delaying tactic and left us feeling as if they didn't believe that our claim was genuine. We have used a number of different insurance companies over the years (thankfully rarely having to claim) but never have we been treated so poorly and with such a lack of trust. We left us feeling like as if we had done something wrong! At the time of writing, one claim has been partially paid out and one has not been paid out at all. We will never use RACV Travel Insurance again.
- Verified customer
Extreme Caution Advised!!!!!
Poor effect RACV! My father died 3 weeks before my overseas holiday. He has a 18 year history of a chronic illness which was not the cause of his death. He was diagnosed with Lung Cancer, which had caused respiratory failure, on the day that he died. Despite grieving, I managed to cancel or get refunds except for ONE component of the trip. I put a claim in for the cancellation. RACV denied the claim as ''He has a pre-existing medical condition'' which contributed to his death. If he was diagnosed on the day that he died, how is this a pre-exis...ting condition. Thanks for the compassion that your greedy agency has shown. I will be ensuring to discuss this with the Ombudsman and any media outlet that would be interested. Disgusting. Don't bother wasting your money with this insurer - who obviously will use any tactic to save money.
|Contact Number||13 13 29|
|24-Hour Phone Contact||No|
|Online Live Chat||No|
|Underwriter||Tokio Marine & Nichido Fire Insurance|
|Maximum Age Covered||110 years old|
|Overseas Emergency Assistance||Unlimited|
|Pregnancy (max weeks)||26 weeks|
|Resumption of Journey||$5,000|
|Hospital Cash Allowance||$6,000|
|Overseas Emergency Medical & Hospital Expenses||Unlimited|
|Loss of Income||$10,400|
|Luggage & Personal Effects|
|Theft of Cash||$500|
|Credit Card Fraud||$5,000 as part of Travel Documents cover|
|Travel Documents / Passport||$5,000|
|Maximum Single Item Limit||$3,000 (Laptops, Cameras or Golf Clubs)|
|Luggage & Personal Effects||$15,000|
|Rental Vehicle Excess||$8,000|
|Motorbike / Moped Coverage||Included for any size|
|Domestic Pet Care||$650|
|Special Activities Packages|
|Snow / Ski||Optional Extra|
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