Frequently asked questions

Your vehicle is covered for the agreed value shown on your schedule, which can be found by viewing your policy online through myRAC. As vehicles depreciate each year, your agreed value (sum insured) may decrease at each renewal. You have the option to adjust this by managing your policy online or calling us on 13 17 03 when you receive your renewal.

If we assess your vehicle as not safe or economical to repair, it will be declared a total loss and our motor assessing team will contact you.

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

If you pay your annual premium by monthly instalments, any outstanding amounts will need to be paid on completion of your claim.

If you have comprehensive car insurance, motorcycle insurance or caravan and trailer insurance and your vehicle is determined to be a total loss, it is less than two years old and you were the first registered owner, we will, at our option, replace it with a new vehicle of the same make and model where available, up to the value of the agreed value.

Terms and conditions apply. Please see your see your Product Disclosure Statement (PDS) for more information.

If we have provided you with a hire car and you need to extend your booking, please call us on 13 17 03.

Once you make a claim we will guide you through the process of getting your vehicle repaired. If you need essential temporary repairs to make your vehicle safe, secure or roadworthy, you can arrange them and we will pay for those repairs up to $750.

You can make your claim online 24/7 or call us on 13 17 03.

If your vehicle has been deemed a total loss, we will return your registration plates to the Department of Transport. Refunds can be obtained from the Department of Transport approximately one calendar month after you have received your total loss confirmation letter from us. You can find your nearest Department of Transport centre on their website.

When you purchase a replacement vehicle please contact us on 13 17 03 to arrange your new cover.

Please advise us that you already have a repair quote when you lodge your claim. In some cases we may require a second quote from one of our approved repairers.

Once you have lodged your claim, you can send a copy of your repair quote and claim number to:

Email: claims@rac.com.au
Fax: +61 8 9436 5100
Mail: RAC Claims, GPO Box C140, Perth WA 6839

If your vehicle has been deemed a total loss, make sure you remove all personal items from your vehicle. In most cases, we’ll return your vehicle’s registration plates to the Department of Transport with a written-off vehicle notification form if applicable (WOVR).

We will contact you to discuss settlement and any additional documents needed to settle your claim. Any additional required documents can be sent with your claim number to:

• View your policy online
• Email us on claims@rac.com.au with your claim number
• Call us on 13 17 03
  Monday - Friday 7am - 8:30pm
  Saturday & Sunday 8:30am - 5pm
  Public holidays (except Christmas day and Boxing day) 8:30am - 5pm
• Track it on myRAC - available for car and home insurance

The excess is the amount you need to pay towards settlement of any claim. Sometimes there are additional excesses, for example, for young drivers.

When you get a quote, you can choose a lower or higher basic excess. Choose a basic excess amount between $400 and $2000 that's appropriate for you, taking into consideration any limits of any additional or optional benefits.

When you make your claim, we'll let you know how and when your excess needs to be paid.

You won’t have to pay an excess towards your claim if both:

• The incident was solely the fault of the other person (not the person in charge of your car at the time of the incident).
• You provide us with enough information so we can identify the ‘at fault’ driver, including their name, vehicle registration number and contact details.

No excess applies if damaged windscreen or window glass is repaired (and not replaced).

Refer to the Premium, Excess and Discount (PED) Guide for more information.

We can arrange a hire car for you if you’ve added our optional hire car after accident benefit to your Comprehensive policy, or if your car is not available to you as a result of fire, theft or attempted theft (not available to Third party policy holders).

Please let us know on 13 17 03 if you need a hire car when you lodge your claim.

You can refer to your Product Disclosure Statement (PDS) for information about the limits that apply.

This means you’re covered if other licensed drivers use your car, ride your motorcycle or tow your caravan or trailer, as long as they have your permission and are following the conditions of their licence and your policy.

If you have comprehensive car insurance, you can claim online 24/7 for your damaged windscreen or window glass or call us on 13 17 03.

There’s no excess for repairs. If your windscreen or window glass needs to be replaced and we accept your claim, an excess of $150 will apply.

Refer to our Premium, Excess and Discount (PED) Guide for more information.