At RACQ, we have a proud history of serving our members and their communities and we recognise that claim time is our moment of truth. It is the point in time where the cover you have purchased with us makes a difference. For years our members have relied on us to deliver on our promise to support them through difficult and challenging moments in their lives.

Our approach to insurance claims handling

RACQ is committed to providing insurance products, services, and programs to members to support them in meeting their financial and social needs. Our team of claims staff are empowered to treat each member and their needs individually. Our team are equipped with the right skills and principles to handle each claim and interaction with integrity, empathy, and fairness.

Our commitments to you

We are committed to delivering fair outcomes to our members and other consumers of RACQ products and services through:

  • Delivering on our commitments of timely, consistent, compassionate, fair, and transparent claims handling.
  • Compliance with relevant laws, regulations, and industry codes of practice.

RACQ is committed to acting ethically in our behaviours and practices to deliver fair and suitable outcomes for members, employees, suppliers, and markets. We demonstrate this by being a subscriber to the General Insurance Code of Practice and our commitment to positive outcomes for our members through our conduct and customer service.

When you make a claim

We acknowledge that each claim and circumstance is unique. That is why RACQ is committed to:

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    Taking the time to understand your individual circumstances and assess your needs and claim on a case by case basis.

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    Only asking for and relying on information that is relevant to your claim and clearly communicating the need of this information to you.

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    Claims processes that are clear, timely, and concise - including communications and next steps.

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    Maintaining the privacy, accuracy, and security of personal and sensitive information including protecting consumers affected by vulnerability.

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    Keeping you informed of the progress of your claim with regular, meaningful, and transparent communications.
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    Ensuring you receive full entitlements under the policy purchased.
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    Clearly communicating to you when your policy coverage does not respond

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    Providing you with outstanding service by taking your concerns and complaints seriously

Things to note

Insurance products (excluding Travel Insurance) are issued by RACQ Insurance Limited ABN 50 009 704 152 (RACQ). Conditions, limits and exclusions apply. This is general advice only and may not be right for you. This information does not take your personal objectives, circumstances or needs into account. Read the PDS and any applicable Supplementary PDS plus any relevant Key Facts Sheet before making a purchase decision on this product. You can also access our Target Market Determinations on this website.