- Verified customer
Email received saying cancelled policy due to multiple claims.
Made a number pet insurance claims over a period of two years for two surgeries and related expenses. All were approved without issue.
Received an email (that was literally one line long) advising that the policy had been cancelled due to multiple claims being made on the policy.
Spoke with RACQ who advised that they have a paragraph in their disclosure that says they can cancel their policy at any time with notice to the customer. The representative confirmed that my policy was cancelled as they considered that too many claims had been ...made. RACQ is that not the purpose of an insurance policy? In addition to the one line explanation, they enclosed information on the appeals process for their internal appeals. Very disappointed RACQ. Now also concerned about my multiple car insurance policies, contents insurance and home insurances. Will obviously have to look at going somewhere else, would hate to receive another one line email cancelling my other policies at their own discretion.
RAC Pet insurance WA
All very nice and sweet til you put in a claim, then they turn cold...we were told our pet had accident cover from the day of cover, no waiting period, when our pet had an accident a week later, they said there were only a few categories of 'accident' they cover, which was to told to me during their hard over the phone sell, which was that we could have 'peace of mind as our pet was covered for the unexpected.... not worth relying on it.
- Verified customer
Look elsewhere first
There are a large number of exclusions that have rendered this almost pointless to have. When my one year old dog had an accident requiring a hip replacement, no aspect of this was covered. While it's not unusual for the prosthetic itself to not be covered, this policy covered no part of the surgery, hospitalisation or recovery at all. Ironically it would probably have covered a femoral head excision, which would likely have crippled my large dog for life. It also doesn't cover protozoan gastrointestinal infections (like Giardia), although it w...ill cover bacterial, even though the treatment is the same. In my opinion, check carefully what is included and excluded before purchasing this, consider the kind of peace of mind you want, and look elsewhere.
Renewal price increase!!!
I have had the insurance for my dog of one year and had no claims. It came time for renewal and the price went up 25%! I would like to be a loyal customer but if they do this that's crazy!
Not worth the price hike when I can go to another insurance company and get the same cover for much cheaper. RACQ, if you want us to stick with you then look after your customers!!!!!
Don't move states
RACQ do not cover your pets when you move out of state and do not have a partner insurer who will take over policy.
Unlike any other insurance; pet insurance does not transfer over and any pre existing conditions will not be covered regardless of how long you were covered by RACQ.
I have been advised by disputes that consumers should realise that it is QLD insurer only.
Please note that It is NOT documented anywhere that the cover is not for life if you move. It is NOT verbalized until you contact them to change address. No staff member including disputes could refer me to where this fact is documented.
If there is any chance you may move interstate do not insure with RACQ.
The most horrendous customer service I have ever received
I usually don't write reviews.. but this was next level terrible. I have worked in customer service and appreciate that sometime you have an off day. The last thing you need is someone getting online and writing a review. But in this case, I felt that its necessary to warn people.
I called to ask a single basic questions regarding my dogs cover. A yes or no question. I eventually was put through to the claims department. I won't name names but the lady was incredibly rude and controlling of the conversation. I asked her on numerous occasio...ns, "can I please ask the question that I called up about?" She would completely ignore the content of what I was saying and and continued trying to control the conversation with her questions. Finally, she said that I could call the business department and they may be able to send out a booklet that 'may' answer my question. I never asked the simple question. I wasted 20 mins giving her details to no benefit of my own. I would say typical insurance company.. but this is actually worse then that. I have always trusted RACQ as a company - who doesn't love road side assist - but this was simply ridiculous. Choose someone else.
Money hungry, poor service. - That's before making a claim!
Signed up for pet insurance ( I was hesitant to change from my current provider RSPCA) as was slightly cheaper. I changed my mind, and decided to cancel before the first 30 days. Would not refund my payment - said cooling off period was 21 days (apparently not business days - called as soon as Easter break was over) too bad they make an easy $110 for doing absolutely nothing at all. Given a lot of the other reviews on here, I may have escaped with minimal casualty though! Very annoyed, but better to have lost a little money now than finding out...they won't pay a claim when needed. From this experience I would expect they'd decline any claims lodged late too. (RSPCA - although more expensive have always been great with every claim I've ever made - even when lodged late)
- Verified customer
Our dog died suddenly went to call to cancel policy First Lady was nice then transfered to rude lady cancel policy our dog passed a month before and she said you can we don’t do pro rate you are covered till next month.( so we are covered for 2 month after the dog has died).
- Verified customer
Added to Home and Contents - Exceptional Service and Great Claims Processing
I have had my pets (past and present) insured under our Home and Contents for around 8 years. This happened after a disastrous stay at kennels where one ended up with bloat, the other with an ear infection. Vet billed huge.
I have stayed with ever RACQ since. Yes, my premiums went up and we had additional conditions added that bumped our excess up dramatically to $450 for a period. Whilst this was a shock, our family have continued to insure with RACQ for the safety net this insurance provides.
Year upon year they have been there. S...tella, Oscar and Claudia appreciate/d we care of them. My husband and I appreciate RACQ Home and Contents take care of us! Whilst this is not comprehensive pet insurance to cover everything, it helps out when needed.
Big disappointment and heartless
Not good value. They get you to apply for the policy online to wave a discount under your noise. But when it come down to making a claim they decline it due to a waiver that was not signed. If I knew about the waiver I would have signed it. On the 5/4/2017 I was made redundant and I'm still unemployed. Finding it hard to find employment. On the 18/04/17 my dog hurt her leg. I contacted the RACQ regarding the 6 month waiting period. I was under the consumption that the lady I spoke to said that I should be ok and go have the leg seen to ...and then put the claim through. If I knew that they would not pay my claim I would not have the operation done as i can't financially afford it as I'm unemployed. I find them very heartless and they prey on the naive.
Push older dogs out!
We changed over to RACQ after RSPCA doubled the premium. We recently made a claim for surgery on our dogs back legs, however, the claim was denied as the report we got from the RSPCA when we bought her 8 years ago mentions a Luxating Patella, so they used this as a pre-existing condition. While not happy about it, we accepted that they are an insurance company and will try and get out of a claim if they can. The kicker was they went through the pet history and added every little incident including one-offs and consultation reasons as pre-existi...ng conditions making the policy absolutely worthless and pointless to continue paying for. Another example of pushing out older dogs once they get older. We have 2 cars, boat, and house insurance and breakdown service with RACQ, that we are reviewing to take elsewhere. We would never have considered that beforehand.
- Verified customer
BE WARNED! Before you upgrade from the Pet Insurance that goes along with your house and contents to the Comprehensive Pet Insurance... check what it covers! They are not the same!
I upgraded to comprehensive pet insurance thinking I would be better off. I had made claims with my previous policy when my dog had a tick. I'd found the process very easy and been very happy with it, the only downside being that it only covered up to $500. When I tried to make a claim on my new policy, it was a complete nightmare. They drowned me in paper work wa...
RACQ Household Insurance pet inxurance
This pet insurance is great value. In the last month I have had 3 pet insurance claims and I have been treated exceptionally well. I was expecting à shi..... fight but RACQ were fantastic and will recommend them to all I can and will stay with them for all of my insurances including roadside assistance. Congratulatio s RACQ!
Pet Insurance added to contents, fast processing and hassle free
I have Pet Insurance added onto my contents insurance. I recently had to use it and once my claim was put in they were very efficient at processing and refunding. I phoned them before I went to the vet and the staff are knowledgeable and very helpful. I would recommend this cover as it will cover basic accidents. It also gives me confidence having contents insurance with them.
Recommend RACQ Pet Insurance
Good value, I took the insurance out when I bought my dog, never expecting to use it. I've made 4 claims in 6 months and RACQ staff have always been helpful, efficient, friendly and empathetic. I was happy with the $450 refund on my dog's unexpected elbow surgery (spent over $3000), as I don't think I would have paid more money for better coverage.
Excellent cover for small claims
RACQ's coverage and premium (around $8.50 per month for me, as part of my contents insurance) is very competitive. The claims process has, at times, been paperless -- I have just called and provided the vet invoice details.When my dog passed away, the staff expressed genuine sympathy. RACQ has real human beings working for them. I have tried another insurer, PetPlan, for my new puppy, and been incredibly disappointed with their premium increases (24.5% leap) when I have made no claims. My pup has now been placed onto my insurance with RACQ and ...I have ditched PetPlan, with the intention of placing the difference in premiums (almost $50 per month) into a savings account for additional vet expenses. As others point out, RACQ coverage does not go far for chronic illness (that's where the savings account comes in), but the policy is very clear about that. There are no catches. $500 per claim/condition, with $50 excess. Full stop. Affordable. Straightforward claims process. Prompt customer service.
Reasonable & budget friendly
Ended up at emergency vet - spent $800 & RACQ refunded $450, minus excess. Claim was very easy to make; just did it over the phone & RACQ did the rest. Would love it if RACQ offered options for higher cover. For the price you pay (around $50 a year I think) the service & return is well worth it. Fantastic for unexpected trips to the emergency vet. Probably not the best option if your pet needs ongoing expensive vet care or is in need of surgery, but some cover is better than none, and RACQ's option is much more affordable than 95% of the insura...nce policies available! $50 a year is much easier to stomach over $450, especially if you don't make a claim! I'd recommend having this product added to your insurance policy & signing up for a credit card that offers 6 months interest free on purchases over $250 & keep these in your arsenal for vet care! Super fast claim & refund, friendly, inexpensive Only $500 cover. Wish there was an option for $1000 & $1500 etc!
Great for the money!
I have just spent the last hour looking up pet insurance for our new pup. This site has been very interesting. I have been with RACQ for house, contents, cars, pets. Insured our dog for the last 10years. RACQ has always been good for every claim. I read the fine print and asked questions. Staff always helpful and understanding. My dog died 2 weeks ago and when I rang to cancel policy they were very thoughtful. I knew I couldn't claim as it was an existing condition. I have made claims for skin allergies and heart condition. Downside is i...t doesn't cover a lot but it covers the more common problems pretty well. I would like to get a more comprehensive cover as $500 is not much but after reviewing other companies maybe I should stick with RACQ and start a savings account for my dog! Great customer service. Timely claim reimbursement Doesn't cover a lot. Needs to have different level of cover options
Questions & Answers
Have you guys had any luck speaking to someone with regards to the insurance coverage? I've been transferred from WA to QLD, spoke to 6 people, still seem to not able to be directed to the right team/person. If this is how they are handling queries, I highly doubt they will be any better when it comes to claim time.
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