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RACV
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RACV
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RACV

RACV is a well-established Australian automotive club and insurance provider. With a range of services including roadside assistance, insurance coverage, and travel planning, RACV aims to meet the needs of its members. While some customers have expressed concerns about the response time of their roadside assistance service, RACV continues to strive for customer satisfaction and offers various membership options to cater to different needs.

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COMPLAINTS SENT THROUGH AJUST

Live Campaign

Wrong information provided

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Di
Wrong information provided

Di

July 23, 2024

Inconvenience and frustration

Outcome Sought

Apology

Compensation

Other

Insurance

Welcome pack not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Judith
Welcome pack not received

Judith

March 13, 2024

Delay in receiving welcome pack

Outcome Sought

Apology

Compensation

Other

Other

High premiums

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
John
High premiums

John

January 3, 2024

Possible leave RACV

Outcome Sought

Apology

Compensation

Other

Insurance

Tow truck refusal

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Michael
Tow truck refusal

Michael

Delay and inconvenience

Outcome Sought

Apology

Compensation

Other

Insurance

Car not fixed

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Simon
Car not fixed

Simon

Exacerbated ptsd and anxiety

Outcome Sought

Apology

Compensation

Other

Wrong information provided

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Di
Wrong information provided

Di

Inconvenience and frustration

Outcome Sought

Apology

Compensation

Other

Reduced allowance for repairs

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Mark
Reduced allowance for repairs

Mark

Customer relies on modified car

Outcome Sought

Apology

Compensation

Other

Keys left in the car

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Anne
Keys left in the car

Anne

Risk of car locking itself

Outcome Sought

Apology

Compensation

Other

Price increase and poor service

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Daniel
Price increase and poor service

Daniel

Suffering from financial difficulties

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

RACV

To Listen

Live Campaign
Do you manage complaints for
RACV
?

Wrong information provided

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Di

Di

July 23, 2024

Customer seeks $100 discount and apology after receiving incorrect information and experiencing long hold time during Emergency Home Assist call.
I called today to commence Emergency Home Assist. I was informed by the consultant I had 2 choices I could pay the lower rate of $238 (or something similiar) and wait 72 hours before using it for a pre exisiting blocked toilet or pay $295 and a call out fee of $95 and use it today. I chose the first option I was then put on hold for around 35 minutes, apparently due to a technical issue. On returning to the call she told me she had given me the wrong advice and I must pay the second amount quoted. I asked for compensation for the wrong information being given to me and for the fact I had waited 35 minutes to be told she was wrong. I also explained that I had multiple policies with RACV (3 car policies) and that I was a member of the RACV club. She said she had alread discounted it by $5 and it wasn't her fault there was a computer error. I have had RACV cover or road side assist for most of my nearly 40 years of driving. Given I was given the wrong information I don't think it's a lot to ask for a discount or to be able have the original deal offerred. I run a company and treat our customers especially our loyal customers with the utmost respect. I don't think it is a lot to ask for.
Insurance

Welcome pack not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Judith

Judith

March 13, 2024

Customer received help in albury in february, was told a welcome pack would be mailed, but has not received it yet.
Received help in Albury beginning February and within 2 weeks received message regarding welcome pack being mailed. I range towards end February as pack not received. Still no pack or card. Rego ZMM 717 Judith Stone
Other

High premiums

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
John

John

January 3, 2024

Complaint about high premiums, seeking reduced price from racv.
See my response to the RACV survey relating to my discussions with the insurance consultant,
Insurance

Tow truck refusal

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Michael

Michael

Customer complained about racv not towing car due to missing plates, despite being registered. after arguing, racv agreed to send another truck.
I needed my car towed the plates were stolen also I could not drive it because it would not go into gear the tow truck turned up and said can't tow it cause no plates need to get Unregistered permit I said I'm not driving it and it's registered said its registered so why do I need to get Unregistered permit because you need it to drive on road I said its being towed so they cancelled the tow truck then I got on to a manager at racv and argued for 30minutes why he could not use logic just because it did not have plates doesn't mmeen its Unregistered they can look it up and show it registered so after 39 minutes they agreed I was right I waited extra time for another tru c k common sense should have been used but it was not I am a gold member and it's not good enough
Insurance

Car not fixed

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Simon

Simon

Racv has not fixed car for 8 months, causing extreme stress and anxiety. seeking compensation and immediate car repair.
RACV have not fixed my car for 8 months now. Woolards repair in Shepparton says RACV have not talked to them about fixing my car and they do not have a contact name or number for RACV only 13 72 28. <br />I do not have a contact name or number for RACV only 13 72 28. I have paid $3000 in excess for 2 claims which have both been accepted. My severe ptsd and anxiety has been exacerbated by RACV,s treatment of me and i need medical help for this. Why is RACV telling me oine thing and Woolards Repair telling me the opposite thing. I have been asked by Woolards repair to pick up my car from them after 1 week in their shop and take it somewhere else to be fixed. I feel like i have been scammed out of my money. RACV have taken my money and done nothing but cause me extreme anxiety and distress. I am a disability pensioner and i need my car. <br />The outcome i; My car needs to be fixed immediately and i want compensation for the stress and anxiety i now am suffering from thanks to RACV.

Wrong information provided

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Di

Di

Customer seeks $100 discount and apology after receiving incorrect information and experiencing long hold time during Emergency Home Assist call.
I called today to commence Emergency Home Assist. I was informed by the consultant I had 2 choices I could pay the lower rate of $238 (or something similiar) and wait 72 hours before using it for a pre exisiting blocked toilet or pay $295 and a call out fee of $95 and use it today. I chose the first option I was then put on hold for around 35 minutes, apparently due to a technical issue. On returning to the call she told me she had given me the wrong advice and I must pay the second amount quoted. I asked for compensation for the wrong information being given to me and for the fact I had waited 35 minutes to be told she was wrong. I also explained that I had multiple policies with RACV (3 car policies) and that I was a member of the RACV club. She said she had alread discounted it by $5 and it wasn't her fault there was a computer error. I have had RACV cover or road side assist for most of my nearly 40 years of driving. Given I was given the wrong information I don't think it's a lot to ask for a discount or to be able have the original deal offerred. <br />I run a company and treat our customers especially our loyal customers with the utmost respect. I don't think it is a lot to ask for.

Reduced allowance for repairs

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Mark

Mark

Customer seeks an apology from RACV for poor communication regarding car repair assessment, crucial for their mobility as an amputee.
My car was assessed and the assessor has reduced the allowance to fix the car but refuses to either contact me or the repairer i have made many attempts and he is always going to call back but never returns I am a amputee and rely on my car as its modified we are going away and need it repaired before <br />

Keys left in the car

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Anne

Anne

Customer complained about improper towing service, keys left in car, and lack of communication from staff, causing frustration and concern.
Hi guys, <br />My name is Anne Cameron, membership number 4797283.<br />National wide job number T242250046.<br />Yesterday I requested a tow truck from my house (Frankston)to my mechanic work shop (Moorabbin)which was done but the gentleman who picked up my car did not carry out me request about my car keys.<br />Firstly, I advised him that the car had to be wrenched on to the tray truck as my mechanic requested not to drive or start it.<br />He insisted it would be alright but again I stayed that Do Not Drive the car up on the tray several times! Yes he finally did as requested and wrenched it up.<br />Secondly, I requested not to leave the keys in the car as it has locked on me as my car has a push button start, he said ok.<br />I found out that the keys were left in the car and the windows were up too from my mechanic once the car was there.<br />Yes we were very lucky the car did not lock itself as it has done it the past! <br />I understand that some men do not listen and think women know nothing about car but my daughter who is the mechanic advise me of the above complaint. <br />Also I work nights and having my car towed which I appreciated even though there was a delay which National side advised me of. But there was no way I wanted to get to Moorabbin from Frankston after I very long hard shift I just worked!<br />If the car locked itself again!<br /><br /><br />

Price increase and poor service

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Daniel

Daniel

Customer complains about policy price increase, rude service, financial difficulties, and lack of support from RACV, seeking help and an apology.
I had to cancel my policy due to the price increase - I was not aware of the renewal yet it jumped from $74 to $140 a month severely under insuring my car. I am suffering from financial difficulties and had to cancel my policy. The call handler Lauren was rude and abrupt with me did not offer me any help regarding financial difficutlies and just wanted to let me know standard procedure of that parts go up in price and im no longer having staff discount. I agreed with her regards the staff discount but $170 taken out of my account and now Im struggling because of that money been taken out. She seemed happy and easy for me to cancel the policy without proper trying to retain me as a customer. I even self quoted and got the price cheaper then the renewal. She tried contacting underwriters however they were too busy. I have other cars included in the policy and now seem to wanting to move all as I dont feel they value me as customer and just followed process. Im now asking as I am suffering Financial difficulties and mental health issues and wanting to backdate cancelling my policy please someone help me out. My policy number is MOT 762 165 891. Also noting she advised there is no escalation team for pricing she kept interrupting me I just wanted to talk to someone about my financial difficulties and only gave me careracv email address and said we don't have an escalation team which I felt neglected.

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Insurance

Welcome pack not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Judith
Welcome pack not received

Judith

March 13, 2024

lightning bold icon

Resolved < 48 hrs

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Resolved < 1week

Resolved

how to raise a complaint with

RACV

The best way to resolve an issue with 

RACV

Quick Solutions
Prepared by
RACV
WE SUGGEST

For the most part, insurance is set and forget however unfortunately, things can go wrong. Whether it's a billing issue or problem with the processing or a claim, Ajust is here to simplify the complaint process to give you the best chance of a fast and fair resolution.

Do you need to make a complaint to your insurance provider? Ajust makes it easy, regardless of whether it's one of the big providers or perhaps one that is less known. The intuitive online platform only takes a couple of minutes and then Ajust follows up with you to ensure you reach a resolution for your complaint.

How to complain to

RACV

Ajust helps hundreds of consumers each month by making the complaint process simple and easy. Ajust’s platform ensures that all essential information is included before sending the complaint to the insurer. Here are steps to consider before getting started.

01
Describe the issue and how it affected you
Help the insurer understand what went wrong, whether it's a delay in claim settlement, a billing dispute, or another issue affecting your policy. Explain how the situation has impacted you.
02
Consider how you’d like the insurer to resolve your complaint
Help {Insurance Company} by being clear with your requested resolution, such as expediting the claim, fixing a billing issue or addressing policy concerns.
03
Gather any materials that support your complaint
Sharing relevant files can support your complaint and help achieve a fast and fair outcome. Policy documents, claim documents and correspondence with the insurer are examples of things you could consider including with your complaint.
04
Fair and Free
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RACV
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04
Fair and Free
Join our campaign to get
RACV
to listen
Help us by adding your complaint to our campaign. The more people we have, the harder it is for them to ignore us!
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Resolving issues with Ajust

Ajust makes complaints easy for consumers and businesses. Our platform resolves complaints in three easy steps!

How Ajust works, user shares their story

Tell your story

You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

Submit your complaint

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

Get your resolution

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.

FAQs

You can also learn more about Ajust here.

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Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.

How much does it cost?

Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.

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Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.

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