We welcome every opportunity to resolve any concerns you may have with our products or services provided by us or RAC Distribution Pty Ltd. Following these steps will assist you in resolving any complaint you may have.
For more information, please view our Complaint and Dispute Resolution Brochure (PDF)
How to get help
Step 1: Tell us about it first. If you have a complaint, please tell one of our staff about it, for instance the Claims Officer managing your claim, or a customer service consultant. You can also write to us with the details of your concerns.
Step 2: Refer to a team leader. If the staff member is unable to resolve the matter for you, you can request that the matter be referred to a Team Leader who will contact you within 15 business days.
Step 3: Seek a review. If we are still not able to resolve your complaint, you can ask for it to be referred to a Manager who will respond to you within 15 business days. This will be our final review after which, if you remain dissatisfied, you can seek an external review.
Step 4: Seek an external review. If you decide to seek an external review, you can refer the matter to the Financial Ombudsman Service at any time within two years of us informing you of the outcome of your final review of your complaint.
Up until 31 October 2018:
Financial Ombudsman Service Australia
The Financial Ombudsman Service (FOS Australia) is an independent free service aimed at resolving disputes between policyholders and their insurance companies, or uninsured claimants who have a dispute with an insurer in relation to motor vehicle property damage.
Any decision made by FOS Australia will be binding on RAC Insurance Pty Limited if accepted by the policyholder. If the policyholder does not accept the decision, it is not binding and does not exclude other remedies.
The Service is provided free of charge and conditions apply to third party claims.
You can contact FOS Australia by:
Telephone: 1800 367 287
Mail: Financial Ombudsman Service Limited, GPO Box 3, Melbourne VIC 3001
From 1 November 2018:
Australian Financial Complaints Authority
The Australian Financial Complaints Authority or ‘AFCA’ is an external dispute resolution (EDR) organisation aimed at resolving disputes between policyholders and their insurance companies, or uninsured claimants who have a dispute with an insurer in relation to motor vehicle property damage.
AFCA replaces the three existing EDR organisations including the Financial Ombudsman Service (FOS) with consumers now having access to a single EDR point of contact.
Any decision made by AFCA Australia will be binding on us if accepted by you. If you do not accept the decision, it is not binding and does not exclude other remedies.
AFCA can be contacted by:
Telephone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001