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Comprehensive, Complete Care, Third Party Fire and Theft, etc...Reviewer Photos & Videos
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
Thanks 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
- 17 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.
Similar opinion? Write a review on ieatwords.com.au!
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
- 15 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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michael mihalakisCentral Highlands and Goldfields, VIC
Worst experience imaginable
On Sunday 29th December 2022 we were on our way back to Melbourne after visiting our Nana in lakes entrance Victoria. Just outside of Traralgon we entered the M1 freeway Melbourne bound, all of a sudden at 100 km/h we heard a "bang" at this stage the van started spinning from the left lane to the right lane in a circular motion, my friend could not control the steering and we hit the freeway barrier at a great speed. The van bounced of the barrier and turned in an anti-clockwise direction backwards in reverse and hit the barrier again, the van ...Read more
then bounced of the barrier an flipped on to its side :passengers" and slid coming to a stop into the left lane of the freeway almost facing oncoming traffic. We were both in shock to what had just happened and with help from others that stopped to provide assistance got out of the van, we were told that it was probably a blown tyre on the front passenger’s side at this stage police, ambulance and fire brigade was on the scene. My friend had called his insurer RACV and were simply told there was nothing they could do as it wasn’t a total care matter being an accident and as for after accident care there was none!!!!! All we wanted was some assistance for a taxi, hire care etc. even if we had to pay but NONE!!!! We were left on the side of the road having to go with the tow truck driver back to the depot, collecting our personal belongings and be dropped off to McDonald car park like homeless people!!!! we rang hire car companies but were closed, we approached local taxis but were told they were not available to go to Melbourne, At this stage we felt abandoned, lost, still in shock and humiliated having passers-by look at us as they passed with all our possessions piled up in the car park. This was at just after midnight 2 1/2 hrs from home!!!!!!. I finally managed to call my brother and he made his way to pick us up. We finally arrived home at just after 4 am. We were made to feel like an abandoned DOG on the side of the road feeling totally useless, shocked and nothing we can do with whatever money or credit cards we had till morning, All i could think about is what if it had been my elderly parents in that situation?????? Thank you racv for "Not" being there in what I class as on of the most traumatic experiences of my life.....You had made us feel useless, humiliated, lost and abandoned!!!! Surely for such a big insurance company you could have provided us with some after accident care????? I too am with racv but will definitely be reviewing when policy is over!!!!! Please when choosing an insurer ask these questions as for total care. You could have provided assistance to get home even if we had to pay!!!!!!! Instead of being stuck in a country town for over 6 hrs.1 comment
Elise E.RACV
Good Afternoon,
we’re sorry to hear that our Motor Insurance did not meet your expectations. We appreciate your feedback. Can you please private message us with your member number so we can investiga... Read more
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Worst Customer Service, inflexible and unwilling to help
Rang in to get a quote for a customer. $360 more than AAMI's policy for exactly the same product. Random $13 per month administration fees for nothing just monthly payment fee.
Manager totally unhelpful & rigid. Did not price match, did not help out with waiving admin fee. Really expensive policy for no risk client & car. KIRSTEN from Member Experience not even willing to budge at all. I know there is functionality to help clients and she did not even want to entertain the idea to get an annual policy through with RACV. Lost a customer and a very bad experience in general.
1 comment
Elise E.RACV
Good Afternoon, we’re sorry to hear that our Motor Insurance policy did not meet your expectations. We appreciate your feedback. Can you please provide us with your member number so we can investigate... Read more
this matter? Regards Justin - Social Media ConsultantSimilar opinion? Write a review on ieatwords.com.au!
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Emanon01Greater Melbourne (Metropolitan), VIC
- 10 reviews
Worst Service Ever!!
Having to deal with RACV as part of a claim for a third party accident where a policy holder of RACV was liable for damage has been frustrating to say the least. No follow up what so ever to let you know what is happening. It took almost 2 months to get anywhere and by the time it was assigned too an assessor I was told he was on leave which delayed it even further. The assessor has promised to send me information that never happened. Calling back to RACV is a mission as you wait no less than 1 hour to get someone and out of the 4 times only 1 ...Read more
person seemed experienced enough to be working there. I was put on hold for long periods of time the longest 17 minutes before coming back to apologise then putting back on hold again. I was rushed off the phone as if she had somewhere else to be and told should get payout today and she will extend lease which only taken on her word as she never made contact with the car rental while I was on the phone and i don't Think she could have hang up the phone any quicker after I agreed to what she said. I would not be insuring my car, house or anything with RACV and recommend based on my experience that you look elsewhere as well. Staff attitudes need to change, wait times need to change and overall customer experience regardless if you are a RACV member or not should be 100 times better.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, Matilda - Social Media Consultant.
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Parminder JassalGreater Melbourne (Outer), VIC
- 3 reviews
Completely ridiculous service in quality and customer service
Even after One and half months of the accident they were unable to fix my car. Already 2 times went to their repairer. Corrupt and rude behaviour. Please avoid RACV, not good anymore. I requested three times to customer care that please I need to talk to senior person. But looks like they got one and only accessor who is RACV itself.
1 comment
Elise E.RACV
Hi, were 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
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SamVictoria
Worst insurance company
My car was stolen but insurance company has taken almost one year but have not finalised my claim yet i have provided all the required documents but still RACV using delaying tac ticks to avoid payment very disappointed
1 comment
Elise E.RACV
Good Morning/Afternoon, were sorry to hear that our Emergency Home Assist service did not meet your expectations. We appreciate your feedback. We will contact you to discuss this further.
Warm regards,... Read more
Braheem - Social Media Consultant.Similar opinion? Write a review on ieatwords.com.au!
lifesaver!
I stupidly locked my keys in my car today. Having insurance with RACV meant I was back on the road within half an hour and didnt have to fork out hundreds for a locksmith!
1 comment
Elise E.RACV
Hi, thank you for your feedback regarding your experience with RACV Insurance. We would love to use your feedback as part of our marketing material, so all our members are aware of the quality of serv... Read more
ice we provide. We will protect your privacy by only using your first name, suburb. No other details will be used as part of the material. Can we please have your permission to share your experience? If so, please private message us your full name and policy or registration number.Similar opinion? Write a review on ieatwords.com.au!
Frank
- 3 reviews
Repair over a month and still more delays
Had an accident, waited 5 business days for the repairer to be given the okay. Then told it would take 2 weeks for it to done. Then a week later they pushed the date out to another week. Nearing the completion time pushed out for another 2 weeks. Called RACV and was told nothing they could do and it was out of their hands. HORRIBLE insurer, the staff are incompetent and have a don't care attitude.
1 comment
Elise E.RACV
Hi, were 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.
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Questions & Answers
Joy John W.asked
How my caravan renewal notice was incorrectly over charged
Policy CVT576739 the amount charged was $1186.11
I have discount no claim $355.57
Multi policy discount. 142.23
Gold 20% discount. 256.01
Total amount of. $753.81 add this to amount ==$1939.92
I would like to assume these accounts are checked before sending out.
2 answers
Elise E.RACV
Hi Joy, apologies about your incorrect renewal. To further discuss and make any changes, please call our Caravan Insurance department on 1300 133 845 Monday - Friday, 8am - 8pm Saturday - Sunday, 8am - 4pm. Warm regards, Nicole.
Have other policies trust these are correct
Julie Tasked
Why is it everytime I do an online quote for RACV home and contents insurance lately a box appears saying I must give at least 1 owners details when I have already put in my own details as the owner???
Considering I am the 1 and only owner, I shouldn't be FORCED into clicking on a box to say there is a 2nd [non-existing owner] just to proceed to the next stage. Out of interest, when I did click on "another owner" [just to move ahead] the quote re-calculates at a higher premium than first one given.
I rang RACV today to rectify the issue and the girl just replied oh it shouldn't do that. When I offered to email the proof to her from my saved quote she wasn't even interested to see it.
Hence I suspect she knows and it's simply just another insurance ploy to raise prices to the dumb consumer.
Oh and btw I did email "care" but received a generic reply saying ring RACV [haha that got nowhere] and now no response whatsoever.
Are all insurance companies deceptive in their dealings?
I am thinking about contacting ACCC as quote does not allow for 1 single owner and quote figures change quite dramatically.
My membership is 4190443.
No 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
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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, Sulin