Need to contact

RACQ

and make sure they reply?

RACQ (Royal Automobile Club of Queensland) is a member-owned organisation offering roadside assistance, insurance, banking, and travel services, with a strong Queensland focus. RACQ is known for Queensland-based customer service and a large network of RACQ stores/branches across the state, giving members multiple ways to get help - by phone, online, and face-to-face.

Support is available via the main member phone line, dedicated hotlines for specific services, RACQ’s online Help Centre, and in-person at RACQ stores throughout Queensland.

RACQ’s reputation is generally strong, backed by customer satisfaction awards (including Queensland-focused home insurance recognition and trust/claims awards). Member feedback is mixed but often positive—many long-term members praise friendly, practical help (especially for roadside breakdowns), while some report slower service during peak periods like major storms and floods.

Overall, RACQ is viewed as a reliable, community-focused provider that aims to help members quickly when it matters most.

Even with a solid reputation, RACQ member feedback highlights a handful of recurring pain points:

• Lengthy insurance claim timelines after major events: After storms or floods, some home insurance claims can take months, with customers frustrated by delayed repairs, inconsistent contractor scheduling, and limited updates unless they follow up repeatedly.
• Roadside assistance delays in peak times or remote areas: RACQ is well-known for roadside help, but some members report long waits for non-urgent tows - especially during busy periods or outside major centres. Phone hold times can also increase in surges.
• Customer service handoffs (needing to speak to multiple people): Some customers say they’re transferred between teams or need to repeat details before getting the right specialist - particularly for complex situations (like bereavement accounts or urgent emergency coordination).
• Claim disputes or dissatisfaction with outcomes: A portion of negative reviews relate to claim denials or disagreements about payouts and coverage interpretation (including travel and car claims). These experiences can feel especially frustrating when members believe the incident should be covered.
• Premium increases and “loyalty” concerns: Long-time members sometimes feel annual premium rises don’t reflect loyalty or claims history, even where multi-policy discounts exist.
• Complaint handling communication gaps: When something goes wrong, a small number of members report poor complaint experiences (feeling dismissed or stuck), often because they weren’t aware of RACQ’s escalation options like internal dispute resolution, the Member Advocate, or external pathways.

Knowing these themes helps set expectations (particularly during widespread disaster periods) and reminds you to keep records and escalate early if an issue stalls.

RACQ offers several ways to get help - choose the channel that matches your urgency:

1. Phone (main member line): 13 1905This is RACQ’s primary contact number for membership, insurance, banking, and general support. General enquiry hours are typically extended (commonly Mon–Fri 6:30am–9:30pm, Sat–Sun 8am–8pm).
   Roadside assistance via this line is available 24/7.
   Tip: Have your membership or policy number ready, and follow the prompts (e.g., “roadside assistance” or “insurance claim”) to get routed faster.
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2. Insurance claims hotline: 13 7202If you’re making or following up an insurance claim, calling the claims team directly can help you reach a specialist sooner.
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3. Roadside assistance online/app:
   You can request help using the RACQ Roadside Assistance App or the “Get Help Now” option on RACQ’s website, which uses your location to dispatch support (handy if you can’t safely stay on the phone).
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4. RACQ Help Centre + web chat:
   RACQ’s Help Centre lets you search FAQs and (during business hours) may offer live web chat for quick questions and guidance. This is especially useful if you can’t call.
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5. Online enquiry form (email follow-up):
   Use RACQ’s “Contact us online” form for non-urgent matters like feedback, general queries, or admin requests. RACQ will respond by email or phone.
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6. In person at RACQ stores (Queensland):
   RACQ stores can help with membership, insurance support, claims help, payments, and general enquiries. Use the store locator to find a branch and hours.
   Tip: Bring your ID and membership details to speed things up.
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7. Social media (directional support):
   RACQ is active on platforms like Facebook and X/Twitter (@RACQOfficial). For account-specific issues, they’ll typically direct you to official channels for privacy.

Emergency tip: If you’re stranded in an unsafe location, call 13 1905 and choose the emergency option (and call 000 first if anyone is in immediate danger).

Here are the key RACQ policies members commonly look for:

• Cooling-off period and refunds (insurance):
  RACQ typically offers a 21-day cooling-off period for insurance policies. If you cancel within 21 days (and haven’t made a claim), you can usually receive a full refund. After the cooling-off period, you can generally cancel at any time and receive a pro-rata refund of unused premium, with any applicable adjustments outlined in the PDS.
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• Cancellation policy (insurance vs roadside membership):
  Insurance policies are generally flexible. You can cancel mid-term and receive a pro-rata refund for unused cover.
  Roadside assistance memberships are different: they’re often annual subscriptions, and after the cooling-off period, partial refunds may not be available (so it’s important to check the roadside terms).
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• Price match:
  RACQ does not offer a price match guarantee. Instead, RACQ leans on member value and coverage, plus discounts like multi-policy savings (and in some cases, discounts linked to holding RACQ membership).
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• Lifetime repair guarantee:
  RACQ stands behind authorised repairs through its network. For car insurance repairs via RACQ-selected/authorised repairers, and home insurance repairs via RACQ’s suppliers, RACQ generally provides a lifetime guarantee on workmanship. If a repair issue reoccurs due to workmanship, RACQ will fix it at no cost (subject to the repair being authorised).
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• Complaints handling and escalation:
  RACQ has a formal complaints process aligned to industry standards. You can lodge complaints via phone, email, web chat, or online forms. If it can’t be resolved quickly, it can be escalated to internal dispute resolution. RACQ also has a Member Advocate function for more complex cases, and unresolved matters can be escalated externally to AFCA for independent review.
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• Returns and shipping (generally not applicable):
  Most RACQ services (insurance, membership) don’t involve “returns.” The equivalent is cancellation during cooling-off. Documents are usually digital or posted on request, typically without shipping fees.

Always check the Product Disclosure Statement (PDS) and the relevant terms for your specific product (insurance vs roadside membership) for the most accurate details.