I would really like to thank the RACV for the refund on our travel insurance after we had to cancel due to circumstances beyond our control, as pensioners this refund will go along way in these trying times. Again thanks RACV travel insurance, you will continue to receive my business.
Non coverage of corona virus related illness.
I have been a member of RACV for 33 years. I have used your travel insurance many times. I am extremely disappointed that you will not cover for Corona virus related illness. I booked in January yet you won't provide coverage. So much for loyalty to RACV.
LOYALTY COUNTS FOR Z E R O
As we were booked to travel to Italy (4 months BEFORE this was declared to be the epi-centre of where the Corona Virus was - Veneto), my travelling companion, my elderly mother, was advised by her doctor not to travel. We had booked this trip 4 months prior
Heeding the advice and not travelling, was hoping for a refund on this policy. We were not travelling, therefore do not need to be covered by this insurance policy. (which was still a month away)
My mother, being a pensioner has saved these funds over a period of time to visit her family ‘...one last time’. I appealed for at the very least, my mothers portion be refunded. I was happy to lose mine. With a combined 80 years of loyalty through both our car, home, contents insurance to RACV, I felt this was very little to ask of such a large corporation. My mother is beyond devastated not only not seeing her remaining family in her homeland, losing the cost of the airline ticket, but also losing the this policy. They didn't care .... very sad to think of the thousands and thousands of dollars we have paid over the years with ZERO claims. Very sad day indeed. Loyalty to these corporate giants means very little
First time I use RACV insurance would recommend it to anybody it is a fantastic insurer next time I go overseas again I will still use RACV really good service and friendly people to talk to
The reviewer stated that an incentive was offered for this review
Great service in Warragul - than you!
Thank you for your professional, friendly service - much appreciated.
I haven’t travelled as yet but am confident that my insurance needs are well-met. Thank you to the staff in regional Warragul.
- Verified customer
Extremely Disappointed - be wary of RACV Travel Insurance because insurance is through Tokio Marine - woeful!
I would not recommend this policy. On this trip I decided to change to RACV after using Travel Insurance Direct on other occasions due to a review rating by Choice.
Our flight was delayed due to technical issues and I missed a tour and transfers which I have been informed is not covered by RACV.
If I had stayed with TID this travel delay claim would have been paid -
This is what TID cover for Travel Delay
Cover if your pre-paid scheduled transport is delayed, rescheduled or cancelled for reasons outside your control (including the airline delaying your flight for mechanical reasons) for reasonable additional meals and accommodation; and your unusable pre-paid travel arrangements.
Great , until you need it
Had to cancel fully insured trip to England due to the death of my mother .Same experience as Sannordav , 8 months later offered $550 , too exhausted by the process to take it further , to top it off got a flat tyre during this process, said they couldnt change it as we were on a main road
Be way of RACV Travel Insurance because insurance is through Tokio Marine - woeful!
I have insured through RACV in the past & did so again because I am a Club Member & was offered a discount. However, unfortunately, this time I had to make a claim. Easy to buy the insurance with one click but placing a claim & having it paid is a totally different issue. I travelled overseas Business Class & was 8 days into a walking holiday in Northern Italy, with further accommodation paid for a week of solo travel. On 31 August I received an early morning phone call to say my second daughter had suffered a severe stroke, was in ICU, about t...o be operated on to relieve pressure on the brain. The airline was fantastic - I was home in 22 hours. Despite two letters from ICU &, subsequently the rehab hospital, Tokio Marine are demanding an admission report. The matter is under Level 1 review (which takes it to Christmas) - it is a disgrace as there is so much family stress & I am unsure as to whether the claim will be settled. I will never take out any insurance, travel or otherwise, through RACV again & am also considering whether to renew my Club membership.
- 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.
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!!
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