Claims FAQs

How do I lodge a claim?

Please contact us on 13 17 03 to lodge a claim with one of our Claims Consultants.

If you wish to lodge a claim online, please visit our claims page. Our Online Administration Team will contact you with your claim number and advise you of the next steps once you have submitted your claim.

Do I have to pay an excess when I make a claim?

You will need to pay an excess when you make a claim unless you have paid an additional premium to remove it. You will find the amount and type of excess on your Policy Schedule and your Product Disclosure Statement. Depending on your circumstances, you may need to pay more than one type of excess.

How long will my claim take?

We always strive to have your claim completed in the quickest timeframe possible.

There may be some delays in completing repairs depending on availability of parts and labour.  We continually work with our service providers to minimise delays wherever possible.

If I have any questions about my claim who should I contact?

Please contact us on 13 17 03. If you have a claim number, please provide this when you call. You may experience longer wait times than usual if you do not have this information readily available.

Alternatively you can email us via claims@rac.com.au A Claims Consultant will be in contact as soon as possible to assist you.

What are your opening hours?

Our opening hours are as follows:

Monday – Friday:                7am - 7pm
Saturday – Sunday:        8.30am - 5pm
Public Holidays:              8.30am - 5pm

For emergency claims outside of our operating hours please contact us on 13 17 03 to be redirected to our emergency after hours service.

How do I get the damage to my vehicle repaired?

If your vehicle is driveable you can have it assessed at one of our authorised repairers.

If your vehicle is not driveable, please contact us on 13 17 03 or AAAC Towing on 9352 5050 so we can arrange to tow your vehicle to an assessment location.

We can also arrange essential temporary repairs up to $500.

What if I already have a quote?

Please advise us that you already have a quote. We will request the repairer to provide this quote to us.  Alternatively you can send it or a copy through to us by one of the following ways:

Email:          claims@rac.com.au   
Fax:            9436 5100
Mail:           RAC Claims, GPO Box C140, Perth WA 6839

What will happen if my vehicle is not repairable?

In the event your vehicle has been assessed and deemed to be a 'write off', our Motor Assessing Team will contact you.

When your claim is settled, your policy will be cancelled as per the standard terms and conditions of your Product Disclosure Statement.

If you pay your yearly premium by regular instalments, any outstanding monies will need to be paid on completion of the claim.

We will return any Registration plates to the Department of Transport.

Refunds can be obtained from the Department of Transport approximately 1 calendar month after you have received your Total Loss letter of confirmation from us.

When you purchase a replacement vehicle please contact us on 13 17 03 to take out a new policy.

What will I need to provide to settle my claim in the event my vehicle is not repairable?

You will need to provide your vehicle registration papers and final payout figure in writing from your vehicle financier (if applicable).  This can be provided to us by:

Email:          salvage@rac.com.au   
Fax:            9436 5110
If you would like to receive your funds electronically, you will also need to complete an Electronic Fund Transfer form available from your assessing officer.  Please provide this to the above fax or email address with your relevant details and claim number

How long does it take to have vehicle repairs completed?

We continually work with our extensive network of approved repairers to ensure you have your vehicle repaired to the required standard in the quickest timeframe possible.

Can I get my car repaired at a later date if it has suffered only minor damage?

Yes.

Am I entitled to a hire car?

Yes, provided this cover is specified on your policy schedule.

What are the next steps once I have a quote?

Please forward your quote or a copy with your claim number to:

Email:           claims@rac.com.au   
Fax:             9436 5100
Mail:            RAC Claims, GPO Box C140, Perth WA 6839

When can I expect payment?

Your claim will be processed as soon as possible once we have received your receipts and any supporting documents.

Please forward your receipts, supporting documents or copies with your claim number to:

Email:           claims@rac.com.au   
Fax:             9436 5100
Mail:            RAC Claims, GPO Box C140, Perth WA 6839

My home has suffered some structural/water damage. Can I organise my own repairs?

You may only organise you own repairs if damage is a safety or security issue.  Please contact us on 13 17 03 to lodge your claim so we can advise you of the correct steps.

Who should I contact to fix water damage to my home?

Please contact us on 13 17 03 and we will direct you to the most appropriate company to handle water damage.

My home has been declared 'uninhabitable'. Will you pay for my temporary accommodation?

If your home has been declared 'uninhabitable' by us as the result of an insured event, you are entitled to temporary accommodation or rental coverage subject to our terms and conditions in our Product Disclosure Statement. For more details please contact us on 13 17 03.

I have water damage to electrical equipment. What do I do?

If you have suffered damage to your home contents, you will need to obtain a repairer's report confirming the cause and extent of damage. If the item is repairable, we will require a written quote for the repair of the damaged item. If the item cannot be repaired – or it would cost more to repair than it's worth – the repair company will also need to provide written confirmation of this.

Email:          claims@rac.com.au   
Fax:            9436 5100
Mail:           RAC Claims, GPO Box C140, Perth WA 6839

My fences are damaged.  How can I get them repaired?

Please contact a fencing contractor of your choice and arrange a quote.  If your fence is dividing two properties, we will only cover 50% of the repair cost, specific to your home cover.  You will be issued a payment either by cheque or electronic transfer to your bank account, less any applicable excess.

Email:          claims@rac.com.au   
Fax:            9436 5100
Mail:           RAC Claims, GPO Box C140, Perth WA 6839

What can I do to help protect my home from the next storm?

There are steps you can take or arrange to protect yourself, your family and your home against severe winter weather.  These include:

• Clean gutters of debris and leaves to ensure water has an easy path to the down pipe
• Trim branches away from the home.
• Secure any loose objects and garden furniture in case of high winds.
• Check the roof for signs of damage or general wear and tear.