Home insurance claims FAQ
Questions about your home claim? Check our FAQs...
Do you have questions about your car insurance claim? Check out our FAQs for more information.
We may ask you to pay the excess directly to us, or to our repairer or supplier, or we may deduct it from any settlement we make to you. At the time of lodging your claim, we’ll let you know how and when to pay your excess.
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.
It depends on the circumstances of the claim. When you lodge your claim we'll advise how and when your excess needs to be paid.
You may not have to contribute an excess towards your claim if we determine the incident was solely the fault of a third party (not the person in charge of your vehicle at the time of the incident) and you provide us with the third party’s name, vehicle registration number and contact details.
We will determine liability after we are in possession of all the relevant facts.
We may ask you to pay your excess directly to us, to our repairer/supplier or deduct it from any settlement we make to you.
Please refer to our Premium, Excess and Discount (PED) Guide for more information.
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:
Fax: +61 8 9436 5100
Mail: RAC Claims, GPO Box C140, Perth WA 6839
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.
Depending on your circumstances, you may need to pay more than one type of excess. We will tell you if any other excess applies based on your individual risk details and claim scenario.
If you have added our optional hire car after accident benefit to your policy, or your car is not available to you as a result of fire, theft or attempted theft, we can arrange a hire car for you.
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.
Your no claim bonus is a discount applied to your comprehensive car or caravan/trailer premium as a reward for your safe driving.
Your no claim bonus may decrease when you make a claim where there is no third party to recover costs from. For more information please see your Product Disclosure Statement (PDS) and our Premium, Excess and Discount (PED) Guide.
Open driver cover means anyone is covered to drive your car, ride your motorcycle or tow your caravan/trailer as long as they have your permission and are following the conditions of their licence and your policy.Terms, conditions and excesses may apply. Please see your Product Disclosure Statement (PDS) for more information.
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:Email: firstname.lastname@example.org
If you have comprehensive car insurance, just make your claim online 24/7 or call us on 13 17 03, and we will arrange for one of our glaziers to repair or replace the damaged glass.
If our glazier can repair the damage, your claim can be processed without an excess. If the damaged window glass needs to be replaced, a $100 windscreen excess may apply.
For more information please refer to our Premium, Excess and Discount (PED) Guide.