1,009 reviews
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AI reviews summary
The overall sentiment for RACV Car Insurance is highly polarised, with a significant divide between customers praising helpful phone consultants and those experiencing severe frustration with rising costs and claims handling. While many users report positive interactions during the renewal process, there is a recurring theme of "loyalty tax," where long-term members face substantial premium increases despite clean driving records. Serious concerns were raised regarding the claims department, specifically relating to delays, poor communication, and disputes over vehicle valuations.
Pros
Cons
Verdict
RACV is well-regarded for its front-end customer service and comprehensive policy features, making it a strong contender for those who value professional phone support and established brand trust. However, the recurring reports of steep "loyalty" price hikes and highly stressful claims investigations suggest that members should actively compare quotes annually and be prepared for potential administrative hurdles during a claim.
I recently called 1300 612 921 to enquire whether a complimentary hire car would be provided while my car was being repaired. I was deeply impressed by the outstanding service provided by a staff member named Tarun. Tarun was incredibly patient, polite, and empathetic throughout our conversation. Even though the outcome wasn't what I originally… Read more · 1
hoped for, her warm professional attitude made me feel genuinely valued as a customer. Her exceptional customer service is truly commendable and deserves recognition. Thank you, Tarun, for turning a potentially stressful situation into a highly positive experience!
DO NOT USE!! - TERRIBLE SERVICE AND A WASTE OF TIME staff are incompetent, especially [Name Removed] i spoke to her today and she was completely useless, i’ve been going back and forth for months trying to get my car fixed using a local repair company. i have been paying RACV money for insurance for over 10 years and will be leaving after this has finally been resolved. absolute joke of a company. Show details
I've had two separate frustrating experiences with RACV recently. First, I needed a specific document from RACV confirming my driving record, as I'm currently overseas in Ireland and this document is required there. Instead of the driving record confirmation, RACV sent me my policy renewal. When I replied explaining clearly that this wasn't the… Read more
right document and specified exactly what I needed for Ireland, they sent me my house contents insurance renewal instead — again, not what I'd asked for. Worse, this back-and-forth put me back at the end of their 3–10 business day queue, despite the fact that I'd now clarified my request twice. This document was critical for me to sort out insurance while overseas, and the delay caused by RACV's repeated misunderstanding of a fairly simple request has been genuinely costly.
Separately, RACV also handled a battery replacement on my Audi — twice — without programming either replacement battery to the vehicle's system, and in the process damaged wiring and squashed a battery venting tube.
Taken together, these two experiences point to a wider issue with attention to detail and getting things right the first time. When you need something from RACV at a time-critical moment, you can't count on it being handled correctly, and the cost of their mistakes falls on the member, not RACV.
Hi Dan, thank you for letting us know about your concerns,… Read more
Reviews with attachments
Nathan at call centre very good , feel rude in cost from last year very high but am long time member Show details · 1
Would give me an extra year of total replacement and cost no extra to pay by the month it also has extra benefits compared to others. Show details · 1
Excellent, excellent service – I just made a claim via the telephone with an operator called Linda. It has been a long time since I’ve been so impressed with the level of professionalism, understanding, care and Genuine empathy that Linda provided me. I’d like to congratulate RACV in the way you train your staff and wish more companies in Australia would have your high… Read more · 2
standards. I am a loyal RACV member and use of a lot of your services and I’m so happy that I do. Keep up the good work. Thank you
Fast, efficient, excellent value for money, care factor couldn't be better – Another driver disobeyed a stop sign and hit my car with such force, I traversed 4 lanes of Princes Hwy in Oakleigh (Melbourne) before I regained control of the vehicle a month ago. Thankfully I didn't hit anyone, and my car protected me from all but a whiplash. The other driver's acts after the accident suggested he was uninsured. I called the… Read more · 1
RACV as my insurer still in a shock from the accident. The RACV gave me such good treatment from the first phone call to sending me the cheque for the totalled car, I cannot stop telling everyone how truly valued I have felt throughout this process. I have received all the information I needed, when I needed the information, I was listened to, and I felt that every member of the RACV team that I interacted with cared about me. Thank you RACV! My new car will be insured with the RACV all over again.
An awkward start – I was unhappy with Coles Insurance after being left for months without a vehicle while my car was sitting in the shop waiting on parts after a kangaroo jumped off an embankment and landed on my bonnet. I approached my local family run Elders for a quote as I have public liability with them and enjoy their small town service. They said their quote… Read more
was a bit pricey and to look at RACV. I had avoided RACV comprehensive insurance in the past due to the price but their quote for my new 4WD was quite reasonable.
I picked up my car and insured it online with RACV before driving away. It was easy to set up and they didn’t require information about aftermarket accessories like my bull bar. An hour later I had an incident with an elderly driver. It was incredibly embarrassing to have to call RACV so soon after joining. They were polite on the phone but some time later I was sent an impersonal email to notify me that I was being investigated for fraud. It was very startling to receive. I immediately sent them proof of purchase time, my vicroads receipt from just before the accident, call records etc to prove I had only just acquired the vehicle and the investigation was dropped. This was a very unpleasant experience that could have been avoided with some careful wording in the email or a polite phone call. I will remain with them now the issue is resolved and hopefully I will not need to have further communications with them.
Hi Jodi, thank you for your feedback regarding your… Read more
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My vehicle is comprehensively insured with RACV. Since the accident, the estimated repair completion date has been revised numerous times. The latest advice is that the repairs are expected to be completed by 15 August 2026—approximately six months after the accident. My vehicle is a hybrid, and I have raised concerns with RACV that leaving it… Read more
inactive for such an extended period may adversely affect the hybrid battery's performance, reliability, and lifespan. I have provided technical information supporting these concerns, but I do not believe they have been properly considered. During this period, RACV has provided me with a hire vehicle. However, it is difficult to understand how continuing to fund a hire vehicle for such a prolonged period is commercially reasonable, particularly when the total hire costs may ultimately exceed the insured value of my own vehicle. I have exhausted RACV's internal complaints process, including escalating my complaint to its highest review level. Despite this, my concerns have not been resolved, and I have effectively been told to wait until the repairs are eventually completed. RACV has offered me $1,000 in compensation for the inconvenience and loss I have experienced. However, I have never been provided with a clear explanation of how this amount was determined, and I do not believe it adequately reflects the circumstances or the impact of the prolonged delay. I was also concerned by the way my complaint was handled. Throughout the process, the same assessor appeared to have significant influence over both the assessment and the complaint response. This left me questioning whether my concerns received an independent and impartial review. In addition, I observed several instances where information provided to me was inconsistent or contradictory within a short period of time. These inconsistencies undermined my confidence in the fairness and transparency of the process.
My repeated requests for RACV to consider the unique circumstances of my case—including the potential impact of prolonged storage on a hybrid vehicle—were, in my view, largely met with references to internal policies rather than a genuine assessment of the issues I had raised.
I believe this matter raises broader consumer issues about delays in vehicle repairs, complaint handling, transparency in compensation decisions, and the treatment of customers who have exhausted an insurer's internal dispute process without achieving a fair outcome.
Hi Samw, we’re sorry to hear about your experience and… Read more
WARNING FOR PRESTIGE & LUXURY CAR OWNERS: if you expect service and for RACV to honour there own policy then sadly this will not happen. Go with another insurer and ensure you don't waste your time, effort and money. RACV 5-Month Repair Delay & Shifting Goalposts (Case 7139118) If you own a luxury vehicle or a high-end European car, think twice… Read more
before insuring with RACV. I am currently locked in an AFCA dispute with them following a no-fault accident involving my 2023 Maserati Grecale, and their handling of this prestige car insurance claim has been a masterclass in terrible responsiveness, wasted effort, and bad faith. Over an agonizing 5-month delay, RACV has constantly changed their mind and moved the goalposts:
Phase 1: They completely denied my entitlement to an accident hire car.
Phase 2: Once I forced them to read their own PDS policy wording, they shifted tactics and offered a cheap, low-tier rental vehicle that was completely insulting and nowhere near a like-for-like replacement for a luxury SUV.
Phase 3: Meanwhile, their authorized repairer left my luxury vehicle unroadworthy—explicitly logging in their system on 31/03/2026 that my front bumper was literally 'held on with cable ties', yet telling me it was fine to drive.
The ultimate exposure of their terrible customer service came via an AFCA formal file disclosure. RACV’s own internal audit logs ('Document 8') reveal that on 16/04/2026, senior staff internally admitted I was legally entitled to a full like-for-like hire car vehicle entitlement—a market liability exceeding $52,000 for the loss of use. Despite writing this down internally, they kept hiding it from me externally, maintaining a pathetic 'goodwill' offer of just $1,000.
The amount of personal time and effort wasted chasing their claims team has been exhausting. They deliberately let a reasonable $15,000 compromise deadline pass at 5:00 PM on Friday, May 15. Pathetic.
Hi Matthew, thank you for sharing your experience. We’re… Read more (+1 reply)
12-Year Member: Dispute over 11,000km Stolen Vehicle Valuation After 12 years with RACV, I am currently in a dispute over the valuation of my vehicle, which was stolen from a secure car park with only 11,000km. The Facts: 1. Avoidance of Accountability: Management is conducting high-stakes settlement calls via mobile phones rather than recorded… Read more
company lines. This bypasses the standard consumer protection and transparency protocols RACV members expect.
2. Negligence in Evidence Review: My valuation rebuttal was rejected by an Assessor who admitted - on the phone - to not having read my email with the evidence. This was further compounded by the Assessor clearly distracted by a loud TV in the background while discussing my assessment.
3. Accusatory Environment: The Assessor used the fact that the theft occurred only 6 weeks after the 'New-for-Old' policy cut-off to suggest I was over-inflating my valuation to essentially 'get a new car. This was used to deflect from the actual market data I presented.
4. Managerial Coercion: Upon escalating to a Senior Assessor, the tone became dismissive and unprofessional. I was addressed as 'Mate' and repeatedly interrupted. Most concerning was the use of an overt pressure tactic: stating the original offer was lucky, because the Senior Assessor would have offered even less.
5. Flawed Valuation Logic: They are using a +/- 20,000km comparison range (my car has 11,000km) and averaging the value of non-comparable vehicles. This is an attempt to lower the value by diluting it with irrelevant data.
Bottom Line: Beware if you own a low-km vehicle, RACV may use unprofessional behaviour and unrecorded phone calls to pressure you into a low settlement.
Hi Matt, thank you for reaching out and letting us know. We… Read more
Latest follow-ups
Poor service & miss information from first call. Months later still seeking benefits confirmed in initial phone call Terrible service by phone or email Show details
Follow-up · While Van was towed to RACV nominated repairer I was told that I was covered for $170/ day accom costs up to $2400.i was not told a limit to no of days or that a tax invoice required for each payment. I claimed $1795 & paid $1000. I have tried to explain the difficulties The RACV repairer had in assessing full damage & sourcing parts & the… Read more
Hi M J, we’re sorry to hear about your experience. Your… Read more (+2 replies)
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I was hit by another car in June. I have had to contact the insurance company each time. Waiting on the phone for an hour at a time. The back of my car is stuck since the accident. It is very hard to shut and l have hurt my wrist & shoulder at times… Read more
closing it. I also have concerns it won't shut properly and fly open to cause damage to someone whilst l drive. The car can not be fixed until September by RACVs recommend panel repairs. I am avoiding driving as l have a neuropathic pain condition and am unable to easily or safely open the back of my car to load shopping. RACV have refused to provide a rental car as my car is "Still driveable". I have paid insurance for years and have never made a claim. SHAME on you RACV for the lack of interest, care for your customers. This has been a very difficult experience that was made worse by your lack of care. I will be looking at other car insurance companies because of this experience.
Follow-up · Follow up since accident last year. I went to another panel beaters that helped me navigate the insurance company and to hire a car as mine had exhaust fumes entering the car space because of the faulty back door, damage from the accident. I was paid out for my older car. The insurance company has refused to provide a write off certificate for… Read more
Hi Nels, we’re sorry to hear that your expectations haven't… Read more
Useless – Hit a roo. Had to ph multiple times. Eventually got onto their very lengthy claims process. Had pets on car. Still waiting 1 & 1/2 hrs later endlessly on hold. Roadside assist won't help assess if your car is drivable after an impact. Waste of… Read more
money. They can't even organize my hire car.. After telling me to leave my fully packed car with my pets inside on the side of a country road for 2 days while they organized a tow truck I gave up and managed to limp the car to the nearest town. 3 weeks later still no word from their assessor and as I've found a trusted panel beater to do the repairs will be withdrawing this claim. Pretty pointless paying for insurance that's of no use. None of the established panel beaters in this area will work with RACV.
Follow-up · RACV provided NO services and NO repairs. They were a total waste of money
Hi Zen, we’re sorry to hear that your expectations haven't… Read more (+4 replies)
Positive reviews
I was able to get a good discount, just by asking. The woman was very helpful & I thank you. :-) This was excellent value & easy to do. I have been an RACV member for 50 years. Show details · 1
Very happy with RACV Car Insurance. I had to make a claim this year due to someone hitting me from behind and the whole process of making a claim was so quick, professional and easy. Thanks so much for making it so stress free. Show details · 1
The online quoting system of RACV is first class. I have had it with companies that you call up and spend thirty minutes and get nowhere. Within a couple of minutes I did my online quote form and came out with a $400 savings. It was clear and up front with imp[ortant information needed for me to then complete the whole process. Show details · 1
Negative reviews
My premium was increased by over $400 I was very disappointed with explanation from rather rude c/service .. I’m coming up 50 year membership so no loyalty consideration Show details
Hi Lyn, we understand it can be disappointing to see changes… Read more
RACV does not respect privacy. I had a message to call a certain person handling my complaint. Someone answered and advised before transferring me, they need my full name, Address and date of birth. I advised I will not do it until I speak to the person allocated to my matter. Then I am told that person is not in today. I said then why am I giving… Read more
you all my details and you waste my time if the person is not in. The person from RACV hung up. RACV has no respect for clients.
Hi, we’re sorry to hear about your experience. Your feedback… Read more
My experience with RACV's claims process was extremely disappointing. I lodged my motor vehicle claim on 16 May 2026. The vehicle remained under assessment for approximately a month, and throughout that time I received no communication or updates from RACV regarding the progress of my claim. No one contacted me to request any additional… Read more
documents during the assessment period. Instead, these were only requested after I followed up myself, resulting in further unnecessary delays.
Due to the lack of progress, I lodged a formal complaint on 17 June and was advised that I would receive a response within four business days regarding the claim decision. That timeframe passed without any contact or update. In the end, it took almost two months for my claim to be settled as a write-off.
The overall lack of communication, repeated delays, and failure to provide timely updates made an already stressful situation far more frustrating than it needed to be. Based on my experience, I expected a much higher standard of customer service and claims management from RACV.
Hi Steven, thank you for letting us know about your… Read more
Recent reviews
After discovering agreed value had been adjusted by sum 11 thousand dollars l was able to come to an agreement on the new policy amount l am still waiting on a hard copy of the policy after more than 20 days Show details
Hi Stephen, we’re sorry to hear that your expectations… Read more
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I thought the value of my policy was a bit expensive as the car is a year older yet the premium has gone up over $260 from last year and I am a Gold Member of RACV Show details · 1
I was very happy with the RACV Insurance team that helped with Business insurance on a new vehicle. Compared to previous quotes, the price was better and felt that the RACV team member made a thorough analysis of my insurance needs. The multi policy discount is also a nice saving. Show details · 1
Absolute terrible service. My car was contaminated with dirty fuel. It took 2 months for two assessors to decide to write the car off. No hire car for a month. No fuel sample taken. No quotes to repair No real effort to get service station to say they were at fault. Told I had to pay excess because it was like a tree falling on my car(act of… Read more
god). Virtually saying it was my fault I put contaminated fuel in my car. Tried to pay me out on wrong policy date which they corrected after I told them of their error Very unprofessional in every way and would recommend people to change insurance companies as they don’t care.
Greg Davis
Hi Karen, we’re sorry to hear that your expectations haven't… Read more
Very friendly, efficient & helpful. If your computer nerds are going to make leaving a review difficult… forget it! I received the invite by text, why can’t I reply in SMS? Why must my review be more than 10-words?!? Your product was great, your Review is presumptuous Show details · 1
I have been loyal to RACV since 1987, but I'm finding that you're now about to price me out of your product. It's very disappointing because I've always trusted the RACV brand. Show details
Hi Debbie, we understand it can be disappointing to see… Read more
I was having trouble navigating their online website so I called customer support and spoke with a lovely woman (Dianna) who stayed on the phone with me while I filled things out. Thank you RACV for having such wonderful staff and support Show details · 1
Policy Comprehensive Car Ins taken out 2025 for agreed value $10,000.Now same policy paid in 2026,agreed value has dropped to $9,600.i thought the agreed value would remain the same every year.Will review policy next yr whether to continue with the policy. Show details · 1
I have had the absolute best customer service from RACV. Had a little prang in my car, my fault, and I hardly had to speak with them and the whole process was seamless from beginning to end. Chose my own repairer, cab trips paid for immediately and I cannot fault their service at all. Excellent from start to finish. Car fixed in three days. Also… Read more · 1
another time RACV waived an insurance payment for my son who couldn’t afford that instalment. I am now a lifetime RACV member because of their care. Been with them for car roadside assist for 40 years and insurance about 5 years. Brilliant work RACV!
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Hi Sophie. Sorry to hear about this. So we can alert our… Read more