Get answers to the most common questions we get asked about a range of topics. If you can’t find the answer you’re looking for, please contact us via one of the channels below.

Go to our Important renewal information page for a range of FAQs to help you understand the changes to your policy.

For policies with an effective date on or after 1st December 2019, changes were made to our Household Insurance cover for storm. By making these changes to our policy it allows us to continue to offer insurance to our members in a sustainable way.

You can claim for your roof if the hail has impacted the structural integrity of the building. An example of this might be where the hail made an opening in the roof that will let water in and may cause further damage. However, any minor damage such as minor roof blisters or dents in gutters, roof or roof vents that do not impact the structural integrity will not be covered under your policy. 

Please read the PDS, any applicable SPDS, relevant Key Facts Sheet and Target Market Determination to ensure you are aware of what you are covered for and any changes.

Yes, we do cover your items away from home whilst inside the home, anywhere in Australia and New Zealand (and while you’re travelling between these places).

Fixed swimming pools, spas, saunas and sheds are covered under House insurance.

Temporary pools, spas or saunas e.g. above ground or inflatable pools / spas or portable saunas installed by tenants, can be insured under a Household Contents policy. The general household contents in your shed less than $20,000 are also covered if the shed is weatherproof and lockable. 

Yes, your home and contents are covered at your insured address while you are on holidays for up to 60 days. If you are planning on being away for more than 60 days, and your home will not be occupied during this time, you will need to tell us before you leave.

The contents that you take with you whilst you’re on holidays will be covered up to 30 consecutive days for an insured event that causes loss or damage to your contents in your secure, lockable temporary dwelling in Australia.  For example, if you go on a 2 weeks holiday and stay in a hotel, then we cover the contents you take with you like your clothes, laptop and camera.

 

If you would like portable items you carry with you to be covered outside your home, not just at times when you’re on holidays, you may be able to list them under the Optional Benefits, ‘Individual Items Away From Home’ or ‘Grouped Items Away From Home’. Limits and conditions apply. Please read our PDS, any applicable SPDS and relevant KFS for more information.

 

We’ve made policy renewals faster. Simply login to your My RACQ profile and renew your policy online. Alternatively, you can pay via BPAY with your bank or via our Internet banking.

If you’ve forgotten your login details, head to our Make a payment page, enter your Payment Reference Number (PRN)* and follow the prompts. Once your payment has been confirmed, your insurance is renewed.

* Your Payment Reference Number can be found in the bottom right-hand side of your payment form. Some forms may also have it located in the top right-hand side.

If you have a Comprehensive Motor insurance policy with RACQ, you will be covered for the damages to your motor vehicle. However, this type of insurance does not cover damage to your own property as per the exclusions on page 28 of our Motor Vehicle PDS - we don't cover loss or damage to any vehicle or property that you or anyone covered by your policy owns or has a financial interest in.

You may also be able to make a separate claim under Household insurance if your home is insured with RACQ.

If you are not insured with us, you should contact your insurer to work out what you are entitled to claim.

Yes, our policy covers you for wind damage as part of storm cover. For policies with an effective date on or after 1st December 2019, changes were made to our Household Insurance cover for storm. By making these changes to our policy it allows us to continue to offer insurance to our members in a sustainable way.

We no longer cover any damage caused by storm to paint and/or external coatings of a building unless it affects the structural integrity of the building. An example of this might be paint that has peeled, blistered or bubbled due to wind would not be covered as the structural integrity of the building is not affected.

Please read the PDS, any applicable SPDS and relevant Key Facts Sheet to ensure you are aware of what you are covered for and any changes.

Advanced cover for your building covers accidental damage and motor burnout to your building.  We cover accidental damage to a fully enclosed and lockable part of your home

Motor burnout covers you when the wiring in a domestic electric motor up to 10 years old burns out.

Yes, our Household Insurance policy offers cover for tenanted properties. For policies with an effective date on or after 1st August 2020, a general exclusion for ‘Disease’ will apply. This exclusion is in response to changing and emerging insurance risks that are currently unable to be quantified or priced, and unfortunately, we have not been able to secure protection for this from our own insurers. By making this change to our policy it allows us to continue to offer insurance to our members in a sustainable way.

The ‘Disease’ exclusion can be found in your Product Disclosure Statement (PDS) or Supplementary Product Disclosure Statement (SPDS) that is available on the RACQ website. Please read the PDS, any applicable SPDS and relevant Key Facts Sheet to ensure you are aware of what you are covered for and any changes.

Yes, our Household Insurance policy offers cover for loss of rent on tenanted properties. For policies with an effective date on or after 1st August 2020, a general exclusion for ‘Disease’ will apply. This means if you have a tenanted property insured with us, and your tenant is unable to pay their rent due to impacts from COVID-19, you will not be covered for loss of rent.

This exclusion has been introduced in response to changing and emerging insurance risks that are currently unable to be quantified or priced, and unfortunately, we have not been able to secure protection for this from our own insurers. By making this change to our policy it allows us to continue to offer insurance to our members in a sustainable way.

The ‘Disease’ exclusion can be found in your your Product Disclosure Statement (PDS) or Supplementary Product Disclosure Statement (SPDS) that is available on the RACQ website. Please read the PDS, any applicable SPDS and relevant Key Facts Sheet to ensure you are aware of what you are covered for and any changes.

If you are not sure if you should make an insurance claim, give us a call on 13 7202 and one for our friendly claims staff will be able to assist you.

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.

For policies with an effective date on or after 1st August 2020, a general exclusion for ‘Disease’ will apply. This means if you have been made redundant due to the impact of COVID-19 (a disease), then you would not be able to make a claim for your redundancy under this extra benefit. This exclusion has been introduced in response to changing and emerging insurance risks that are currently unable to be quantified or priced, and unfortunately, we have not been able to secure protection for this from our own insurers. By making this change to our policy it allows us to continue to offer insurance to our members in a sustainable way.

The ‘Disease’ exclusion can be found in your Product Disclosure Statement (PDS) or Supplementary Product Disclosure Statement (SPDS) that is available on the RACQ website. Please read the PDS, any applicable SPDS and relevant Key Facts Sheet to ensure you are aware of what you are covered for and any changes.

If you are not sure if you should make an insurance claim, give us a call on 13 7202 and one for our friendly claims staff will be able to assist you.

Listing items on your policy will only cover them inside your home unless you choose one of our optional covers for items that you take away from home.

If you would like cover for specific items, you can choose to list them as an ‘Individual Item Away From Home’. This will cover you for replacement or repair of the item, up to the amount you specify.

‘Grouped Items Away From Home’ provides a blanket cover for your items. There is no need to list specific items, as we will provide cover for loss or damage to any acceptable items up to the limit of the cover you choose.

Both options will cover you anywhere in Australia, New Zealand or while you are travelling between the two.

Yes. If you make a claim and we decide to replace your items, we will give you new items to replace your old ones, no matter how old they are.

However, we do reduce the value on carpets and clothing for age, wear and tear.

The sum insured should reflect the full cost to rebuild or replace your home and contents at today's prices, should you ever need to. The cost to rebuild on a new-for-old basis can be more than the market value of your home due to materials, labour and current building laws. To help you avoid being underinsured, you can use our Home Rebuild and Home Contents calculators to estimate the amount of cover you may need, or consult a professional for a valuation. You can ask us to change your home and/or contents sum insured at any time.

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