317 reviews
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My experience with RACV has been devastating. I would give zero stars if I could. For almost two years, my family and I have been dealing with a severely damaged and uninhabitable home while fighting to have my insurance claim properly resolved. I took my complaint to AFCA and received a determination in my favour. Despite this, I have now had… Read more
to return to AFCA regarding RACV’s compliance with that determination and its ongoing handling of my claim.
Throughout this process, I have also raised what I believe are multiple breaches of the General Insurance Code of Practice, including concerns about delays, communication, claim handling and the treatment of a customer experiencing significant hardship.
Meanwhile, my property remains seriously damaged. We have endured black mould, damaged and missing flooring, an unusable kitchen and conditions I do not consider safe for my young children.
I estimate my property damage and consequential losses now exceed $500,000. The financial loss is enormous, but so is the psychological stress, disruption and hardship this prolonged dispute has caused my family.
What makes this experience particularly disturbing is that even after obtaining an AFCA determination, I am still fighting to have this matter properly resolved.
Insurance is supposed to protect you when disaster strikes. My experience has been almost two years of delays, disputes and stress while my family continues to live with the consequences.
I am now pursuing further complaints and substantial compensation arising from what has occurred.
If you are considering RACV home insurance, I strongly encourage you to carefully consider my experience before trusting them with your home and your family’s security. AVOID THIS COMPANY AT ALL COSTS OR YOUR FINANCES, FAMILY AND SAFETY WILL SUFFER!
If I had not received a sms yesterday I would not of known it was about to expire as I have NO notification or mail about this as my other insurance is due in November I hope this will improve or I will be looking elsewhere regards Craig
Hi Craig, we’re sorry to hear about your experience. Your… Read more
The consultant at the RACV shop was able to guide me with good advice when I paid the renewal. Was able to easily readjust the Buildings and Contents cover to suit my circumstances. Can also reposition the above variables during the policy term, i.e. before the next renewal. Show reply
Reviews with attachments
Cleaned up the mess from fallen garage ceiling which apparently common occurrance but had claim denied b/c of a lame excuse. Been with them for many years. Unreliable and untrustworthy. Show details
Hi Member, we’re sorry to hear about your experience and… Read more
Since 2022, they have been increasing home insurance charges by hundreds of dollars each year. This is in spite of there being no claims being made. I regard RACV as thieves. They are increasing charges just to fill their own pockets, without any justification. I’m utterly disgusted with them, as my home insurance has gone up by yet another $300… Read more
for no good reason. I can’t leave without making it known that they are stealing money from right under our noses, and when I say our, I mean us who have been with them for many many years. This is the end of my loyalty, and I encourage others not to be bound by loyalty or those imaginary discounts they supposedly give us.
Hi Madam O, we’re sorry to hear that your expectations… Read more
I did not contact them for home insurance, I keep telling them I am not enquiring about home insurance, but they keep saying: "Thanks for your reply. If you're having trouble getting a quote for your home insurance online, you can give our team a call on 13 72 28 from 7am-11pm, daily. They will be happy to assist and answer any questions… Read more
regarding your security alarms.
Unfortunately, we can’t provide a quote over email due the intricate nature of insurance.
You're welcome to reply to this email if you’ve got any questions.
Enjoy your day."
Edit: They messaged me privately asking for my policy number. Again I do not hold a home and contents insurance policy, I contacted them for a completely different subject, and even the staff they have responding to reviews don't pay attention.
I found a different provider of the insurance I was seeking. They have provided better support and a lower price.
Hi, we’re sorry to hear that your expectations haven't been… Read more
- +7
Simply no action taken when you need it them the most after storm season in Feb, damage gets worse over time – Complete waste of time and energy. Delayed by over 3 months and due to no action, house became unlivable now apart from other contents damages. Despite lodging the claim in February 2024 following roof damage caused by the storm season, and having an assessment conducted by their appointed builder in early March. Claim was approved, initial… Read more
assessment was done and excess payment was made early March right after appointed builder's initial assessment report. Then my repeated follow-ups with the RACV team have yielded no tangible progress. Most recently, I was informed by an RACV agent that a settlement offer had been made and was awaiting validation. However, I have yet to be contacted by the review team.
After returning to the property for the first time since October 2023. The condition of the property has deteriorated significantly due to their non action. Friends who inspected the property alongside with Patterson's inspector post-storm initially noted only ceiling stains inside the house back in Mar/Apr. Outside the house there was holes on the roof and some other damages included in Patterson's assessment report but as severe as they are now due to simply non-action after constant follow ups.
Only actions taken over the last three months from RACV/appointed builder was to put a blue tarp on the hold and took away a few roof tiles.
It appears that only builders have accessed the roof and are fully aware of the extent of the damage and the reasons for its progression. Consequently, the house is now in a hazardous and uninhabitable state.
The lack of action and communication from RACV and the builder has exacerbated the situation. The continuous deterioration of the property due to adverse weather conditions and potential builder-related damage has been deeply frustrating.
Where are we supposed to arrange temporary accomodation? And who are going to cover our temporary accomodation cost? My parents are over 65. All we get from RACV is their usual template that "lodges with claim manager".
- +6
Why not to use RACV – Wish i could give then no stars. We have been insured for decades by RACV home insurance and never claimed from them until now. We have been disgusted with the level of service from them or lack of service, a non-existing customer service company, they just take the money and run. We have balcony that has developed a leak, we made a claim, they… Read more
sent an assessor out and then someone to make safe. Their representative unbelievably tied a giant tarpaulin to the flues from our gas fires and our solar panels on the roof. Then put a piece of decorator's tape on the Mould and has reported the Mould has been stopped!
Solar panels are one of the biggest causes of house fires in Australia so we have switched these off until they are checked over by someone qualified to do so and also our two gas fires have not been used since as the wind pulling on the flues that run down through the house if cracked or dislodged at any joints will leak carbon monoxide into our home so until they have a full test on them to ensure the safe operation of the appliances these also have not been used. Here we are 14 months later and no further forward.
They have offered $15,000 to get our own trades to fix the problems for a job more likely to cost $50,000 the water has been continually flowing every time it rains for an extra year now while they debate this, they change the reason why they are only doing part of the work and now they have given 5 different reasons and also now said they are refusing the claim as the new reason is not insurable. I have a recording of their last inspector at our property saying everything should be covered contrary to what they have told us he said.
Just an ongoing joke, please, please do not insure with this company, go elsewhere.
despite many, many phone calls and emails, never once an apology for creating three potential… Read more (+1 reply)
Latest follow-ups
Well, here we are again and I really wish we weren’t. My wife and I have been RACV members for 41 years. We have house and contents insurance,… Read more
comprehensive insurance on 2 cars, along with Total Care Roadside Assistance. Very recently, we discovered we had a significant water loss and lodged a claim with RACV. A plumber contracted by them conducted tests and it was found we have a burst hot water pipe under, or in the slab flooring. Despite their assessor (not the plumber) getting very high readings of moisture (71) in the wall of our walk in robe (which is behind the main bathroom), their report says and I quote “No resultant damage visible at the time of the assessment.” On that basis, they cancelled our claim and did so despite their plumber’s comprehensive report stating “Water damage to architraves in walk in robe.” Their assessor also took photos and commented on the mouldy plaster wall in the walk in robe. The floor was bare as I had already removed the wet carpet, but hey, no visible damage!
I received a call from RACV today wanting to discuss their decision to cancel our current claim. The most outlandish statement made during this conversation was, “We don’t pay for invasive work.” which means despite the fact that we have to destroy our bathroom to discover the location of the leak which is somewhere under the floor in that area, they will not pay for that, or the cost of repairing the plumbing which I anticipate will be a massive job. I said to this person, “What have I got home insurance for? “ There was silence! These assessors and associated administrative staff actively try their hardest to deny all the help their customers need, at a very serious time like the one we are now experiencing. We have found ourselves in a very vulnerable position in the late stage of our life thanks to RACV. We have been married for 51 years.
In September 2023 a herd of cows ran out of a dirt lane from behind some trees and onto the main road. Despite braking as heavily as I could, I hit one. It got up and ran away much to my relief. After lodging my claim as the bonnet was quite dented, RACV called me and said they would “have to make this an at fault accident.” As most people will know, this would increase my premiums. This is the totally immoral standard of the RACV insurance sector. The only thing that matters to them is making MONEY ! and despite 41 years of supporting them, there is no loyalty whatsoever in return. We mean nothing to these people, or this company. As others have said, if I could give zero stars that's what I would do. We will make arrangements to move all our insurance to another company.
Trust me, don’t insure anything with RACV, it is a totally unscrupulous and immoral company.
Follow-up · It is a very sad fact that most insurance companies treat "customers" like we have been treated. Their employees are under instruction to pay out as little money as possible and subsequentially give "the customer" much anxiety and stress in the process of doing so. They try to make it as hard as possible to have your claim accepted in the hope you… Read more
Follow-up · On August 7th we celebrated our anniversary, NO, not our wedding anniversary but one year since we lodged our RACV Home and Contents Insurance claim. It is now in the hands of AFCA awaiting their decision. Why so long I hear you ask? The answer is… Read more
Hi, we’re sorry to hear that your expectations haven't been… Read more (+1 reply)
Quick and easy to contact. Many Thanks from Geoff and Janice Schneider Show reply
Follow-up · All easy to do and plan Thanks from Geoff
It this stage happy with cover, it looks suitable for value of property. Show reply
Follow-up · It was very easy, just had to describe our house. The pricing was a lot cheaper than our previous insurance. Everything was very clear to understand.
Positive reviews
The RACV app was not up to date with the adjusted insurance premium so I had to pay the revised premium via website - not the RACV app. Just letting you know. But still wasn’t sort paying Show reply
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Thank you I’m happy with my cover but cant understand why the premium price has gone up so much. We have not made any claims but found the premium went up by a few hundred since last year Show reply
As mentioned in media regarding insurance increases advising to call and see if can help reducing the premium. As with my car insurance got a reduction of approx $40. It’s a shame we have to go cap in hand to get a reduction. Show reply
Negative reviews
Even though we are a gold member and have been a member for 25 years plus and have gold member and multi policy discount, the price keeps going up by 15 - 20% per year for the last few years. We checked out other major companies and we can get the same price or slightly less for the same policy, so been loyal to them and our discounts don’t seem to be worth anything.
Hi Rod, we understand it can be disappointing to see changes… Read more
Refused a claim due to high wind/storm damage. Their experts say it was due to neglect. Bullshit! They also recently rejected a claim that my parents also "due to neglect". Luckily my 80 year old father has more patience and time than me, so he wrote many emails and finally the RACV came to the party. It shouldn't be so hard. I wouldn't recommend them to anyone!
Hi Mark, we’re sorry to hear about your experience. Your… Read more
Premium was too high for a small house and bad value. $900 increase for one claim is ridiculous as we spent money on top to fix issues we were not happy with that the builders did not want to fix or complete nicely. The stars are only for the consultant who was very warm friendly and helpful and was able to provide a bit of a discount. Well… Read more
spoken and knowledgeable consultants are rare at the Doncaster branch in VIC. Have been with RACV over 50 years. Claim took too long to complete and would probably still be going if it wasn’t for our case manager who was great at constantly following up terrible builders.
Hi Ckelaroudis, premium changes are influenced by a range of… Read more
Recent reviews
The consultant, Margaret, was very helpful with my questions and requests. Margaret was able to fulfill the outcome that I was hoping to achieve. I was very satisfied with the results of my query. Show reply
Right so I have started to do annual reviews of all of our policies we have after being shocked from another company with a huge rise on our home and content insurance I knew I had to act I called racv because we are silver members with both car insurance and road side assistance and roll them all into one saving me straight up 10% plus for the… Read more · 1
exact same insurance we literally saved $1132 dollars seriously I was shocked same cover if not better at a far better rate definitely would recommend anyone thinking about changing insurance companies to consider racv
Had to make a claim due to water leak. My first ever claim, so I wasn't sure how things would go. RACV were fantastic, dealt with it very quickly, and everyone from assessor, tradesmen and customer service people were very efficient Show reply
Lucky for me, l have been with RACV for many years. Of course over $1,000 yearly is a lot of money to pay out for a policy, but l would not have been able to afford to replace my home if l didn't have RACV insurance. I used to live in an area where twice a tree fell on my roof and broke through. Once it was a small tree which caused a small… Read more · 1
hole, but the second time it was a huge tree which rendered the house uninhabitable. Both times RACV came through and fixed the problem. The small tree damage was mended within the week and with the second huge tree damage the entire house took twelve months to mend.
RACV helped me financially when l had to move out and live elsewhere for twelve months plus they chose an excellent project manager and trades people to do the job.
Soon after the house was finished l decided to move to 'flat ground' but would always stay with RACV because of the excellent service l have always received from them. You never think its going to happen to you until it does... Thankyou RACV.
Find out how RACV Home & Contents compares to other Home and Contents Insurance
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My house and contents policy was great value. It saved me more than sixty dollars a month. It was very easy to set up and the RACV officer that I spoke to made this process easy to understand and complete. Her assistance was invaluable. I have only been with RACV for one month and have taken out RACV assist for at least 12 months. Show reply
About roughly 6 months ago I enquired about insurance for a base model Cherry tgo4 you guys have quoted me $1,700 with windscreen cover. It prompt me to go somewhere else and get a quote which i paid roughly about $950 I've been with you guys for 40 years. I tried everything to get insurance through you guys but way too expensive. I already have… Read more
eight policies with you guys from now on. I will get other quotes. When I got other quotes with other companies you were always $50 to $100 more expensive but not $800. So I did take my Cherry tiger 4 base model somewhere else?
Hi Petros, we understand it can be disappointing to see… Read more
Mum is 91 her unit was flooded and RACV's response is to drag the process out as long as possible. Remember the old saying call someone who cares, this does not include RACV house and contents. The system is set up so the consultant who is supposed to keep you informed about the progress is so far removed and never call back and you do the work… Read more
for them. Their selected flooring company Flooring Xtra are just as terrible, drag it cost, you more and never call back.
Hi Paul, we’re sorry to hear about your experience and… Read more
We were only first notified of our renewal on 7/7/26. This was 3 days after it was due. Haven't received hard copy in the post at all, fortunately managed eventually to retrieve it from my computer. Not up to your usual high standards
Hi Andy, we always appreciate feedback so thanks for taking… Read more
RACV are the best insurance company that I have ever dealt with. Their premiums are reasonable for the level of cover and they don’t hike them every chance they get. Well, that’s my experience in any case. Show reply
Being a long term customer of RACV, with the award discounts my policy is cost effective, especially as I’m a retiree. I haven’t had a claim in decades, which is a bonus as I feel safe in my home. Show reply
We were very happy with the service from Vy yesterday. She promptly addressed each question and explained in detail our options in a friendly, professional manner, great customer service. You are fortunate to have her on your team Show reply
R A C V landlord insurance cover is excellent helps your peace of mind. It covers a lot of the items in your house. Competitive pricing good to deal with very good value for money. Show reply
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Hi Caleb, we’re sorry to hear about your experience. Your… Read more