Feedback and complaints

We're here to listen. You can share a compliment, suggestion or complaint.

Help us improve your experience

Hearing from you is valuable so we can improve experiences for our members and customers. If you have a compliment or you're not satisfied with a product or service we've provided, you can let us know by sending an email.

We'll pass on your feedback to the team involved and use it to improve our products and services. If you'd like a response, we'll register your feedback and get back to you within 72 hours.

Make a complaint about a product or service

  • Talk to us

    If you have a complaint, you can talk to our team by calling 13 72 28 or visiting the nearest RACV retail store.

  • Request a review

    If you're still not satisfied, our Member Relations team can review your complaint. Call 1800 675 958 or email us to request a review.

  • We'll keep you updated

    After we've received your complaint, we'll assign you a case manager and update you every 5 business days until a resolution is reached or otherwise advised.

  • Take your complaint further

    If you're still unsatisfied with our response, you're entitled to seek an external review of the decision. Talk to our team to find out your options.

Get an external review

If you're unsatisfied with our response, you're entitled to an external review of your complaint.

Our team can provide information about the options available to you, including referring you to the Australian Financial Complaints Authority (AFCA), if appropriate. The AFCA scheme is a free and independent service to resolve financial disputes.

Alternatively, you may be able to resolve your dispute by applying to the Victorian Civil and Administrative Tribunal (VCAT).

Contact the AFCA scheme

Read about the General Insurance Code of Practice

The underwriters of RACV Insurance products are signatories to the General Insurance Code of Practice. The Code sets out standards of conduct for the underwriters, and RACV as the distributor of the products they underwrite, across all aspects including product disclosure, claims handling and investigations, complaints, relationships with people who are experiencing vulnerability and reporting. The Code is independently monitored and enforced by the Code Governance Committee.

For more information, visit the Insurance Council of Australia.