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MelGreater Melbourne (Inner), VIC
- 2 reviews
RACV roadside assistance
RACV roadside assistance was horrible especially with the tow truck. They asked me to write for 90 mins for the tow truck to come and I have been waiting for 120 mins for the tow truck to come as my car has broken down. I feel so horrible waiting for 2 hours. RACV roadside service was really horrible. I feel very disappointed and upset indeed with RACV. I think RACV can do better than this. Hope they can improve.
1 comment
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Terrible service and attitude !
Terrible service and attitude ! Just talked to the staff before, the first phone call was helped by Ali, during the talk the call had been cut off for some reason and Ali never called me back, I called back and talked to vanbanna, I told her that my comprehensive travel cover date needed to be changed because my flight date was changed, the reason why I change the flight was because of the new virus, she said she needed to talk to her boss which I understand, after few minutes, she called back and told me she could extend the policy un...Read more
der the condition we pay extra 190$ and can’t be covered with the new virus, man, 1st of all, when I purchased the policy (20th jan 2020), on the website it didn’t say anything regarding the travel ban regarding that virus, vanbana said they didn’t have to put that information on their website . Second, I purchased the policy for 120$, now they asked me to pay extra 190$ because I changed too late, that’s really not fair, Racv, seriously?! My house and car insurance are all with you, that’s totally break my trust ! Be careful with this company ! It is definitely not the one we know before !
1 comment
Elise E.RACV
Hi Xiu, we’re sorry to hear that RACV Travel Insurance did not meet your expectations. We appreciate your feedback. We will contact you via private message to discuss this further and investigate.
Warm regards, Robert - Social Media Consultant.
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AUSDODOGreater Melbourne (Outer), VIC
- 3 reviews
At first wasnt happy but now very pleased with the end result.
*Update 27/02/20- they were a bit slow to attend to my claim. But after a week they have gone above and beyond. Very satisfied by the end result. As well as a discount for the new vehicle I purchased insurance policy. They also offered me a very fair pay out for my car. Now I do recommend racv. But they need to speed up there service. When processing such claims.
Had a collision with another car. Put my claim through with RACV. Then booked for my vehicle to be assessed by there preferred repairers. Got told the car is a write off. Was asked to...Read more
bring the car back a few days later for it to be taken away to be assessed by RACV so they can value the vehicle and pay me. A week later try to get a update. My car is still sitting at that repair shop.... Not assessed. Have not had any updates from RACV. When I email them I get no response. I call them twice they are of no help. Not to mention long waiting times for them to answer my call. So that week I'm out of pocket renting a car and have to continue renting it. I called them to ask if I can take my car back I don't want to continue renting a car. The answer I got was no. Instead referred to a car rental company by them which was 25% more expensive then what I am paying now even with there members discount. I was with budget insurance before. I thought they were bad. RACV is heaps worse and poor service. So now it's just a waiting game till they get there act together and someone contacts me. Guys do not insure with RACV. Budget was on the ball. Constant updates when you make a claim and higher standard of service by far. Very disappointed and frustrated.2 comments
Elise E.RACV
Good afternoon, we are sorry to hear that you are yet to receive follow up correspondence regarding your lodged claim. We would like the opportunity to investigate this further and escalate this to ou... Read more
r Member Relations team. Please send us a PM with your full name, claim and best contact number. Kind regards, SulinThank you Sulin, case has been resolved and I have updated my review reflecting my feedback.
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Andrew P.Greater Melbourne (Metropolitan), VIC
Extremely poor service
We had two cars damaged in a hail storm in Melbourne one insured with RACV the other with another provider.
RACV has been unable to contact or have a return phone call for looking periods and thier repairer is also poor in comparison for service.
2 comments
Elise E.RACV
Hi, we’re sorry to hear that RACV Insurance did not meet your expectations. We appreciate your feedback. We will contact you via private message to discuss this further and investigate.
Warm regards, Elise - Social Media Consultant.
Thank you for the message.
I look forward to a follow up discussion.
As a Members based organisation, I would have hoped there would be a focus on the customer.
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Jane.Greater Melbourne (Metropolitan), VIC
- 2 reviews
A fantastic service!!!
I absolutely love Racv for my car insurance. 1 phone call to them... all was arranged including hire car and taxi!!!
Can't say enough good words about this service. The racv operator took care of everything. So from a bad experience... person who hit my car....to a fantastic finish. Can't thank Racv enough.
1 comment
Elise E.RACV
Hi, thank you for your feedback regarding your experience with our motor insurance and are happy to hear you enjoy our service.
At RACV we are constantly striving for improvements in all our service... Read more
s and products, and your feedback is greatly appreciated.Similar opinion? Write a review on ieatwords.com.au!
Terrible service
I was involved in an accident with an RACV customer who Reversed into my car and hit it. He has admitted liability but each phone call is well over an hour wait on hold.
I am currently on the phone now waiting on hold for 1hr 20 mins
1 comment
Elise E.RACV
Good morning Matthew, thank you for passing on your feedback. We apologise for the delays over the phone. Due to the recent weather events, our claims team have received an increase in calls and will ... Read more
attend to your call as soon as possible. We thank you kindly for your patience. Our Claims team can also be reached via email at [email protected] - please ensure to include your full name, claim number and contact details in the email. Kind regards, SulinSimilar opinion? Write a review on ieatwords.com.au!
Terrible product and terrible service
I have been a member of RACV for many years and have had numerous policies with them including motor vehicle and home and contents policies.
So much for silver membership loyalty!!
I was involved in a road rage incident recently where my windscreen was smashed. After reporting it to the police, they stated that the vehicle was unroadworthy and that I would require a tow to get home.
As I am a Total Care member, I assumed that I would be able to organise a tow for my car.
After ringing them, I was told that the car was no longer insured by the...Read more
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Waiting for RACVGreater Melbourne (Inner), VIC
Bad Service from RACV
Been an RACV member and have multiple insurance policies for many years.
Had accident and car repairs completed with RACV Accredited car repairer returned car on multiple times still not fixed correctly try to provide feedback directly to RACV on the bad service and the follow up provided by their Underwriter IAG. Told to contact IAG directly to provide feedback to them.
Try to tell RACV the issue they wont listen!
3 comments
Elise E.RACV
Good afternoon, we are sorry to hear about your claims experience and would like the opportunity to escalate this matter to our Member Relations team for further review. Please send us an inbox messa... Read more
ge with your full name, claim number and best contact number. Kind regards, SulinThanks Sulin or Elise E?? sent follow up as requested . also sent emails to RACVmotorclaims and Care and still not had contact. getting pretty bad.
Elise E.RACV
Hi, are member relations have advised that they have contacted you yesterday. We apologize for any delay. Regards, Randall
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Loyal to good businessesUnincorporated, VIC
- 10 reviews
Over five months for RACV to fix. My vehicle
Car accident mid October and my vehicle is still not fixed. No response from IAG claims which work on behalf of RACV. No back up on post repair warranty. Neil Taylor CEO is unavailable to members and therefore doesn't know the full story
3 comments
Elise E.RACV
Hi, we’re sorry to hear that RACV Insurance did not meet your expectations. We appreciate your feedback. We will contact you via private message to discuss this further and investigate.
Warm regards, Robert - Social Media Consultant.
I am not worried about warm regards. It is wet and cold and the ARC expected me to drive an unroadworty car when they had told me beforehand they had the part in their workshop. Not a good look for RA... Read more
CV. Will I be covered by RACV insurance if I have an accident? Will RACV pay the police fine for driving an unroadworty vehicle? I can't go on holiday. I have been patiently waiting. Will RACV give me a vehicle on loan to tow my caravan for two weeks.!!!Elise E.RACV
Hi, we have inboxed your privately in order to have this escalated, unfortunately, you have not replied to our message. Please provide the details requested in-order to escalate your complaint. Warm regards, Randall - Social Media Consultant.
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StuartGreater Melbourne (Metropolitan), VIC
- 2 reviews
Try to claim
I have had car insurance with RACV for many years. I rang RACV to lodge a claim for hail damage. Whilst waiting a very long time and getting message after message about claiming on line, I started to try to claim on line. After going to the web site it would not connect. Just kept spining. It still is while I write this. When finally being answered, the person could not spell my name or recognise when I spelt my name. It took several timest to get it correct. He could also not understand my date of birth. When we finally got through all that, he could not find my policy. He said he would transfer me back to RACV. He put me back into another telephone queue!!!! Last time I will insure with RACV
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daveGreater Melbourne (Metropolitan), VIC
Website doesn't allow final payment to be made so had to do so on phone
Tried to purchase a policy for new car already have several policies. Website wasn't working and couldn't complete payment. Called to do it over the phone....took over an hour and they were saying the quote that I had been provided online was incorrect and that the premium should be higher.
1 comment
Elise E.RACV
Good Evening,
We’re sorry to hear that our website and Motor Insurance premium did not meet your expectations. We appreciate your feedback. Can you please private message us with your member or polic... Read more
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BRUNOGreater Melbourne (Outer), VIC
Claims Department- Absolutely unprofessional.
FACTS
Accident occurred, hit from behind. details exchanged at scene of accident. Not at fault.
RACV was contacted 20 mins after accident- claim made with all details provided- claims department admitted to no fault and that this would start the process of repairs.
Text message sent on 13th January @ 6.09pm stating- Excess waived. Queries? Email etc.
Second message received RACV ref: Excess Waived. Your repairer is GEMINI THORNBURY.
>>>
Even though we had choice of repairer we had agreed to first allow RACV repairer inspect vehicle. This was as per schedule.
Inspection conducted at Gemini Thornbury and was notified that bumper would ONLY be re-sprayed and alloy wheel would be sent away for machining repair. ...Read more
1 comment
Elise E.RACV
Good Evening,
We’re sorry to hear that our Motor Insurance claims department did not meet your expectations. We appreciate your feedback. Can you please private message us with your member or policy ... Read more
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John FGreater Melbourne (Inner), VIC
- 2 reviews
Removed money out of my account with no explanation
I logged into my bank account to see there were over 50 non-approved direct debits from RACV removing all the money from my account. In this time, I had other direct debits bounce leaving me to incur fees. I contacted RACV four times across the coming months with no valid explanation from RACV as to why money was illegally removed from my account. The money was refunded after several days however I am still trying to follow up with RACV to understand why this happened and how they will improve privacy and protection going forward. At one point ...Read more
someone replied to my email stating "we advise the money would have been refunded back to you" - completely missing the point about the concerns that this has generated for customers and the fact it left me with no money. I have been extremely disappointed with the customer service from RACV regarding this matter.1 comment
Elise E.RACV
Good Evening John, we’re sorry to hear of your experience. We appreciate your feedback. We will contact you to discuss this further.
Warm regards, Robert - Social Media Consultant.
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GLENDAGreater Melbourne (Metropolitan), VIC
- 2 reviews
perfect service
My car died on the morning of a planned trip, which I subsequently had to cancel. Called RACV Roadside service. Service man was out to me within 30 minutes. Decided it was my battery, he organised for RACV Battery service to attend. 35 minutes later the guy was here. I was given options but chose to just replace the battery. My Ford Kuga is the type that turns the engine off when the car is not moving. The service guy carried the Ford Kuga battery but not the specific one for this type of car. He moved heaven and earth to get the correct battery fitted to my car that day so I could go on my trip the next day.
Well done to RACV and the lovely guy who helped me.
1 comment
Elise E.RACV
Hi Glenda, thank you for your feedback regarding your experience with RACV Insurance. We love hearing our members experiences and are glad we could be of assistance.
Thanks again and we look forward to being there for you.... Read more
Warm regards, Robert - Social Media Consultant.Similar opinion? Write a review on ieatwords.com.au!
Judith LynchGreater Melbourne (Inner), VIC
Debit my account without my authority!!!!
This is not about their Insurance
But about the roadside assistance membership taken a policy out a year ago for a COMPANY car in which I needed to do to get the car back to the depot
Last Thursday they direct debit to my bank account without my Authority written or verbal it was only for $114
But every customer representative just didn’t seem to care the fact that RACV had debited my bank account without my authority or without me giving them the BSP number or my account number
I am pretty sure that is illegal!
I have contacted them three t...Read more
imes and I’m still waiting for the money to be reversed back into my account ASAP firstly I was told I had to wait for a check in 2020 !! Funny they we’re able to debit the money out of my account but they’re not able to place it back in!!! That was last Thursday 16 Jan then the follow up call from myself was on 17 Jan3 comments
Elise E.RACV
Hi Judith, we’re sorry to hear of your recent experience. We appreciate your feedback. We will contact you to discuss this further.
Warm regards, Nicole - Social Media Consultant.
Hi Nicole,
I’m so sorry that it had come to the point where I felt putting up a complaint on a media forum was the only way I was going to be heard
It certainly isn’t something that I’m familiar with... Read more
Elise E.RACV
Hi Judith.
We're glad to hear that you have since received your refund. Feel free to delete the review if you'd like to!... Read more
If you ever need our assistance in the future, please do not hesitate to contact us on 13 72 28 everyday between 7am and 11pm. Kind Regards, Mel.Similar opinion? Write a review on ieatwords.com.au!
DemijGreater Melbourne (Metropolitan), VIC
Happy with RACV, disappointed with repairer
My car was hit in a train station car park with no details left. Rang RACV to make a claim process was easy and the lady I spoke to was great - cannot fault RACV service. That’s where it ends though, opting to use an RACV preferred repairer was the worst decision I have ever made.
Gemini Thornbury should be disgusted with how they handed the car back to me, not to mention the lack of empathy when I bought the car back and pointed out all the problems. My mirror was left damaged, doors not lining up and white overspray all over the grey panels...Read more
of my car. Upon taking it back to Gemini Thornbury, no apology was made to me and the production manager [name rmeoved] treated my partner like dirt. I was then told I had to now wait for them to order another part for my car - why this wasn’t done in the first place is beyond me. Due to not being able to take more time off work my dad and my partner went back to pick the car up a second time, once again production manager was rude to both of them. Personally attacking my partner asking what he would know about cars, he can’t comment because he isn’t a professional - well I don’t know how Gemini call themselves professionals. I will NEVER take my car back here and would not recommend them to anyone. RACV should really do a quality control check of this repairer.1 comment
Elise E.RACV
Hi, we’re sorry to hear that RACV Insurance did not meet your expectations. We appreciate your feedback. We will contact you via private message to discuss this further and investigate.
Warm regards, Elise - Social Media Consultant.
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WarGreater Melbourne (Metropolitan), VIC
You dare make a claim
Went with RACV because it was a trusted company since my childhood. Car was hit whilst parked and we reported it to RACV. It took 6 weeks for them to send an assessor after presenting our car to our preferred repairer. It took a further 3 weeks of them haggling with the repairer about price. RACV contacted us and said we should seek another repairer, Got an independent company to assess the car figure was $4900 our repairer $5100, RACV contacted us and said they would give us half $2500 and if we didn't like it we could take it up with AFCA and it would take a long time so we should take the money. Four months later car still unrepaired still waiting on AFCA feels like being held to ransom, car still damaged (unroad worthy)
1 comment
Elise E.RACV
Hi War, we’re sorry to hear that RACV Insurance did not meet your expectations. We appreciate your feedback. We will contact you via private message to discuss this further and investigate.
Warm regards, Randall - Social Media Consultant
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ajayGreater Melbourne (Metropolitan), VIC
stolen case
these people giving us really a hard time my car was stolen 9/12/2019 and still case hasnt been sorted out however they hired the investigator and they investigated on us for no reasons last week i asked these staffs no see my car but they said still investigations is going on and we have no right to see the car... seriously u guys deserved big *******g zero ratings out of 10 get a life u all people
1 comment
Elise E.RACV
Hi Ajay, we’re sorry to hear that RACV Insurance did not meet your expectations. We appreciate your feedback. We will contact you via private message to discuss this further and investigate.
Warm regards, Randall - Social Media Consultant.
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Bill PMelbourne
- 3 reviews
Communication most difficult
After getting a small shunt in the rear, my car needed repair. Because I did not ask all my questions at the time of lodging a claim, it was extremely difficult to get answers to additional questions. My emails were not replied to and eventually I was forced to lengthy phone calls. My chief question was "could they provide me with a repairer that had more than a 1 star rating?" No proper answers were given. I was eventually directed to a list of repairers and I needed to spend much time working out the best from a bad lot, for my area.
The final repair seems satisfactory, but I suspect this is primarily due to my diligence.
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John WCentral Highlands and Goldfields, VIC
- 14 reviews
Reasonable Price and Great Service
In November 2022 I had a no fault minor accident. Within minutes I was on the phone to RACV claims and was able to take the car to the approved repairer. Repairer was helpful and professional and as I was not at fault and provided details of the other party I had access to a replacement car for the duration of the repair. The repairer was great and the car was returned pronto. Incidentally the repairer suggested avoiding Youi like the plague as no reputable repairer will deal with them due to the pathetically low rates they will pay repairers. Mind you I needed no encouragement to avoid Youi
4 comments
Elise E.RACV
Hi John W, thank you for your feedback regarding your experience with Emergency Home Assist. We love hearing our members experiences and would love to share your feedback with the tradesperson concern... Read more
ed. We would also love to use your feedback as part of our marketing material, so all our members are aware of the quality of service we provide in home emergencies.Hi it wasn’t home assist. It was comprehensive car insurance but feel free to use the comment
Elise E.RACV
Hi John, we certainly would love to use the comment. We just need you to private message us your full name, address and member number. Thanks again and we look forward to being there for you.
Warm regards, Robert - Social Media Consultant
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Questions & Answers
Louise W.asked
How much do we get back on 16,000 insurance for car written off by falling tree?
1 answer
Elise E.RACV
Hi Louise,
We are sorry to hear about the incident. Unfortunately our Product Review page is not monitored by our claims department. In order to assist with your enquiry you will need to contact our claims department directly on the details below.
13 19 03
[email protected]
We apologise for any inconvenience caused.
Regards
Justin - Social Media consultant
Becasked
Hi if a person has made a claim but can not afford it how long can they hold off the repairs for?
No answers
Bob B.asked
Why does one need to be a member to be able to email RACV?
I just completed the Email Contact Form, hit the submit button and was presented with the error message advising I need to enter a valid membership number. Bit hard to do if you are not a member! An oversight or just discrimination?
1 answer
Elise E.RACV
Hi Bob,
Sorry that you were having issues with trying to email us. We appreciate your feedback. You can email us directly at [email protected]
Kind Regards, Robert - Social Media Consultant.
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Elise E.RACV
Good Evening Mel, we’re sorry to hear that our Emergency Roadside Assist service did not meet your expectations. We appreciate your feedback. We will contact you to discuss this further.
Warm regards, Robert - Social Media Consultant.