Last updated Friday 15/05/2020
I’ve lost my job and can’t afford to meet my monthly repayments; can I cancel my policy or what can I do to make sure I’m still protected?
It’s important right now that our members don’t become uninsured as they’ll be in a worse-off position if anything happens to them. Please complete our hardship application form and our team will be in touch about how we can help.
An assessor was due to come out to our home; will they still come out?
Your assessor will call you before attending your home to ask a few questions about your health. If appropriate, we will conduct a virtual assessment to make sure there are no unnecessary delays to your claim.
The builder conducting work on our home has just said they won’t be able to continue as they can’t access supplies anymore. What do we do?
Please contact our team on 13 7202 and they’ll discuss what we can do to help
I want to make a claim, but am worried I won’t be able to pay my excess, what should I do?
RACQ’s teams are here to help and can discuss your circumstances and options available to you. We can assist you by conducting a financial hardship assessment and where appropriate offer 14-day extensions or deferrals of up to 3months on the payment of your excess . We will work with you individually to determine the best possible outcome. Call us on 13 72 02.
I’ve recently been made redundant, is there anything else RACQ can offer me?
Yes, RACQ has a range of measures to assist people experiencing financial hardship (please call us to discuss your circumstances). Additionally, if you have home or contents insurance with us, we have a “Redundancy premium waiver” cover that is a part of your policy. Policyholders who have remained unemployed for up to 3 months after ceasing permanent full-time employment due to redundancy, can get up to 9 months premium back from the time they were made genuinely redundant^. There are some conditions that apply to obtain this waiver or refund, so you should check your Household PDS which can be found at racq.com. If you would like to make a claim, please contact us on 13 72 02.
I can’t return home due to Covid19 impacts, am I still covered if my home is unoccupied?
We understand that not everyone is able to get back home during this time and therefore have extended the usual limits on unoccupancy. If you have your home or contents insured with us and are impacted by Covid19 travel or isolation restrictions, we will extend the usual unoccupancy limit beyond 60 days for you, free of charge. Remember that it is still a good idea to take precautions such as having your mail redirected, organising for your yard to be mowed and having someone, who lives close by, check on your home.
I am now working from home, am I covered for my office equipment?
If you are now working from a home office your contents insurance automatically covers your equipment up to $10K. In addition, if you are using office equipment owned by your employer, we will extend cover for those items if they are damaged or stolen, while we are in this situation. Please check your Household Insurance PDS for details on this coverage. If you are doing other types of work from home, please contact us on 13 1905 to discuss.
I'm using my home for work purposes; how do I get a tax invoice?
Your RACQ Insurance policy document is also a tax invoice. The easiest way for you to get a copy is by logging into your My RACQ profile, type in your email address and password. Once logged in you will be shown all your existing RACQ products and insurance policies with us. Then just click on “View policy document” and this will show your tax invoice for you to print or download. If online isn’t an option for you, please contact us and for a copy of your invoice to be sent to you.
If you don’t have an online RACQ account you can register here. You will need your RACQ membership card number to register.
Are you still covering Landlords for home insurance?
We are not currently selling new Landlord policies. This means we are unable to issue any new insurance policies if your home is tenanted or if there is a change to existing insurance to tenanted occupancy until further notice.
If you are a landlord with a current home insurance policy, with the occupancy listed as tenanted, then rest assured there is no impact to your cover.
If you need to help finding another insurance provider, you can contact the National Insurance Brokers Association (NIBA) online, or call them on (02) 9459 4300.
Is there an exclusion for pandemics in my General Insurance policies?
All Household, Motor Vehicle, Boat & Body Corporate Insurance policies, issued after 01st August 2020, will contain an exclusion for ‘Disease’. The definition of ‘Disease’ can be found in your SPDS. Please read your applicable SPDS to see how this exclusion affects your policy.
What impact has Covid-19 had on my general insurance policies with RACQ?
For the vast majority of circumstances that will result in a claim COVID-19 will not have an impact. In some limited circumstances for Household, Motor Vehicle, Boat & Body Corporate Insurance policies, issued after 01st August 2020, an exclusion for ‘Disease’ will apply. The definition of ‘Disease’ can be found in your SPDS. The ‘Disease’ exclusion may have some impact on your claim. You can find more information on this by reading the SPDS’s issued for each of these products on 01st August 2020.