RAC Insurance has an internal process to assist our policy holders and persons claiming against an RAC Insurance policy holder in relation to motor vehicle property damage (ie. third party claims), who feel they have been treated unfairly by us.
How to get help
Step 1. Talk to one of our customer service consultants or if in relation to a claim, the Claims Officer managing your claim.
Step 2. If the matter is still not resolved to your satisfaction you may ask the claims officer, team leader or Manager handling your matter to refer your dispute to our Dispute Resolution Panel for review.
Step 3. If you are still not satisfied you can refer the matter to the Financial Ombudsman Service, which is an independent external procedure.
Financial Ombudsman Service
The Financial Ombudsman Service is a national service aimed at resolving disputes between policyholders and their insurance companies, or uninsured claimants who have a dispute with another person's insurance company in relation to motor vehicle property damage (ie. third party claim).
The Service is free to policy holders, however a fee and conditions apply to third party claims.
You can lodge your dispute with the Service within three months of us informing you of our final decision. You have one month to decide whether you want to accept the determination of the Service. If you do not accept the decision within this period, then the determination will not be binding on us.
The Financial Ombudsman Service can be contacted by:
Telephone: 1300 780 808
Mail: Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Email: info@fos.org.au
Web: www.fos.org.au