We take great pride in providing a high standard of service, but we also know that sometimes, things don’t always work out the way they should. If that happens, it’s important to let us know as soon as possible so we can work with you to make things right. If your complaint is claim-related please contact the team member managing the claim.

The process

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    Contact us

    Phone: 1800 680 076

    Email: ctpclaims@racq.com.au (quoting the “CT” number in the subject line)

    Mail: CTP Claims, PO Box 3004, Logan City DC 4114

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    We are here to help

    Once we have received your complaint, we will acknowledge it as soon as we can. We will attempt to resolve your complaint as quickly and fairly as possible.

    We will work with you to resolve your complaint and contact you with a response as soon as we can.

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    External support

    If you feel your complaint hasn’t been resolved, you can contact the Motor Accident Insurance Commission.

    Online: https://maic.qld.gov.au/

    Email: maic@maic.qld.gov.au

    Phone: 1800 CTP QLD (1800 287 753)

    Mail: GPO Box 2203, Brisbane QLD 4001


Things to note

Insurance Products (excluding Travel Insurance) are issued by RACQ Insurance Limited ABN 50 009 704 152 (RACQI) and arranged by its agent, RACQ Distribution Services Pty Ltd (RDS) ABN 35 116 361 650, AFSL 567130 and RDS' authorised representatives (including RACQ Operations Pty Ltd ABN 80 009 663 414, AR No. 234978 (RACQO). Conditions, limits and exclusions apply. RDS and RACQO are in the RACQ group of companies. One of the companies in the RACQ group of companies has a minority shareholding in RACQI.

RDS and RACQO have not taken your personal objectives, circumstances or needs into account when preparing advice regarding insurance products and you will need to consider whether the advice is appropriate for you. Read the Product Disclosure Statement (PDS) and any applicable Supplementary PDS before making a purchase decision on this product. You can also access our Target Market Determinations on this website. RDS receives a commission from RACQI for the policies it arranges. RACQO receives fees paid for services it provides to RDS. Further details about remuneration are available on request prior to purchasing.

RACQ Insurance may need to collect personal information from you to support you with your inquiry, assess your eligibility for any of our products or services, or to provide general support. By providing your details, you agree to RACQ Insurance collecting, holding, using, and disclosing your personal information pursuant to our Privacy Statement and Insurance Privacy Collection Notice, available from racq.com or you can request a copy.