RACV offers support across multiple channels, including phone, online, and in-person at stores throughout Victoria. For general inquiries, customers can call 13 72 28, available daily from 7am to 11pm. For 24/7 roadside emergencies, RACV operates a dedicated line: 13 11 11. Support is also available via an online enquiry form and at RACV retail branches. Specialised services include interpreter access (160+ languages) and TTY lines for hearing-impaired members.

While RACV is a well-known Victorian brand trusted by many long-time members, review platforms reflect a mix of experiences, especially for insurance-related services. Still, RACV’s combination of face-to-face, digital, and phone-based support makes help accessible when members need it.

• Insurance Claims Delays: One of the most cited frustrations. Customers report long waits, limited communication, and even indefinite timelines during some claims processes.
  
  
• Billing & Payment Errors: Customers have faced direct debit issues, unexpected premium hikes, and mischarges - especially around renewal periods.
  
  
• Call Wait Times & Responsiveness: Slow response times, especially during busy periods (e.g. hailstorms), have led to complaints of extended hold times and email response delays.
  
  
• Roadside Assistance Waits: Generally reliable, but public holidays and bad weather can cause long dispatch delays. Some customers are also surprised to find no partial refunds for unused roadside memberships.
  
  
• Miscellaneous: Issues with online account access, delays receiving membership cards, and occasional errors in policy documents also contribute to dissatisfaction.
  
  

Despite this, many customers still report smooth, friendly service, especially for straightforward claims or roadside incidents.

📞 Phone (General):
Call 13 72 28, 7am–11pm AEST daily, for enquiries on insurance, payments, or membership.
From overseas: +61 3 8627 0122

🚗 Roadside Assistance (24/7):
Call 13 11 11 if you’re broken down. Be ready with your membership number and location.

🖥 Online Form (Non-Urgent):
Visit the RACV Contact Page and fill out an enquiry form. Expect a reply within 72 hours.

🏬 In-Person Support:
Visit an RACV retail store anywhere in Victoria for face-to-face help with bills, claims, and memberships.

📧 Feedback & Complaints:
Submit via RACV’s Feedback and Complaints portal to reach the Member Relations team.

👂 Special Access Lines:

• Interpreter assistance via TIS National.
  
  
• TTY users: Call 13 36 77, then ask for RACV.
  
  
• RACV Club members: 1300 501 501, or email clubmembership@racv.com.au.
  
  

🔑 Tip: Have your membership or policy number ready. Use online claims for faster tracking without needing to call.

• Insurance Refunds & Cooling Off:
  Cancel within 21 days of purchase (no claims made) for a full refund. After that, RACV offers pro-rata refunds if you cancel mid-term.
  
  
• Roadside Membership Cancellations:
  No refunds for unused months. Coverage may transfer to an interstate auto club if you move.
  
  
• Insurance Claims:
  Claims are handled under the General Insurance Code of Practice. Complex claims can take time - always follow up with your claim number.
  
  
• Complaints Process:
  Step 1: Front-line resolution. Step 2: Escalate to Member Relations at 1800 675 958. Unresolved? Lodge with AFCA for external review.
  
  
• Travel & Product Refunds:
  Travel/event bookings depend on individual terms. Car batteries and other products come with warranties, often 2–3 years.
  
  
• Delivery/Returns:
  For shop purchases or travel products, RACV will arrange a replacement or refund if the item is faulty or incorrect.