Following recent announcements made by the Victorian Government, we're assessing if any changes will be needed to our RACV Resorts, Club, Retail Shop operations, and other businesses which were temporarily suspended as a result of COVID-19. We’ll continue to keep you informed of any changes to our operations and encourage you to keep checking our website for all the latest updates to our products and services.

Keeping our community safe

We’re committed to providing a safe and welcoming space to all of our Members when our locations are able to re-open. We’ll continue to maintain high health and hygiene standards and will monitor these practices ongoing so that we can refine and enhance them if needed.

Here’s what you can expect to see when our locations are able to re-open:

  1. Measures to support social distancing, such as bookings to manage the number of people using Club and Resort facilities.

  2. Measures to help prevent contact including cashless transactions.

  3. Recording contact details of Members and guests to help contact tracing if any COVID-19 cases are reported at our locations.

Latest updates from RACV

Motoring products and services

RACV Drive School

Frequently asked questions

What should I do if I have a lesson booked?
Please contact your driving instructor to cancel. The lesson will be honoured at a later date when it's safe to do so and Government imposed restrictions have been lifted.

What should I do if I have RACV Drive School vouchers?
Drive School vouchers remain valid and you will able to redeem them when it's safe to do so and Government imposed restrictions have been lifted.

When can I resume driving lessons?
We’ll resume the operation of the Drive School as soon it's safe to do so and Government imposed restrictions have been lifted.  

Can I still buy RACV Drive School vouchers?
Yes, vouchers are still available for purchase, however, they won’t be able to be redeemed until it is safe to recommence Drive School operations.

Safe Driver Training

  • Safe Driver Training courses and workshops have been temporarily suspended until further notice.

    If you have a training session booked, we can arrange for it to be rescheduled at a later date when it's safe to do so and Government imposed restrictions have been lifted.

RACV Accredited Auto Care Centres

Services and repairs at RACV Accredited Auto Centres are currently still operating, however, extra precautions are being taken to keep everyone as safe as possible.

  • You’re advised to disclose if you have recently returned from overseas, been in contact with anyone who has COVID-19 or is displaying flu-like symptoms.
  • Practice social distancing, such as avoiding handshakes and maintaining a 1.5 metre distance.
  • Ensure good hygiene is maintained.

Frequently asked questions

What services and repairs are still available?
We encourage you to contact the individual service centre to see what services are currently available.

What additional hygiene practices should I perform before attending an Accredited Auto Care Centre?
Where possible, you should try to wipe your keys. To confirm any additional requirements, call the individual centre before your visit.

Are there some auto care centres that have closed, or are they all open?
We recommend you call the individual service centre before attending to ensure centre is open and the service is available.  The Accredited Auto Care Centres are individual businesses that are accredited by RACV to complete mechanical repairs and auto-services but will implement their own practices to protect their employees and customers.

RACV Car Share

  • RACV Car Share will be temporarily suspended from 5pm March 30.

    • This means that unfortunately, no new bookings can be made.
    • If you had a booking for after this time, we’ll be in contact with you.
    • We’ll let you know when normal service can resume.

Emergency Roadside Assistance

To ensure everyone’s safety, the following measures have been put in place for when you need help on the road.

Before the job

We’ll need to ask you a few screening questions before we come out to determine how we can safely assist you. This includes asking you to advise if you or anyone in your car:

  • is displaying cold or flu-like symptoms
  • is currently self-isolating
  • has arrived home from overseas in the past 14 days
  • has been in contact with anyone with a confirmed case of COVID-19.

If it’s not safe to proceed

We'll work with you to find an alternative solution to get you moving again.

If it’s safe to proceed

When we arrive, we’ll maintain a social distance of 1.5m and will ask you to do the same

What else has changed?

  • We’ve adopted more rigorous cleaning measures, which involves wiping down keys and hard surfaces regularly.
  • Some of our people are also wearing gloves and masks when they attend a call out.

Home products

RACV Landlord Insurance

New RACV Landlord Insurance policies are currently unavailable for purchase until further notice.

If you have an existing RACV Landlord Insurance policy don’t worry; there is no change to your cover. Coverage and support will continue as currently detailed in the Product Disclosure Statement (PDS).

Frequently asked questions

What does this mean for me if I have an existing Landlord Insurance policy?
There is no change to your cover if you have an existing RACV Landlord Insurance policy.

Is the process for making a claim still the same?
Yes, the current process for claims is still the same. For one incident, you can only claim rent default under Buildings Insurance or Contents Insurance - you cannot claim under both.

Does RACV Landlord Insurance Policy cover me for Rent Default during COVID-19, if my tenant loses their job and can’t pay their rent?
You’re entitled to make a claim if your tenant has defaulted on their rental payments, whether this was due to COVID- 19 or other events, provided that:

  • You have not been previously paid a claim under the same tenancy for:
    • rent default
    • theft or attempted theft by a tenant or their guest, or
    • vandalism or a malicious or intentional act by a tenant or their guest, and;
    • your tenant was not behind in rent payments before your policy started.

Is the process for making a COVID-19 Rent Default claim the same? Are there any exclusions/restrictions to claiming?
Yes, the process is the same. However, due to the unprecedented circumstances of COVID-19, you are now only required to provide proof of financial loss rather than a tenant eviction notice or intent to re-let when lodging a claim with RACV Landlord Insurance.

For one incident, you can only claim rent default under Buildings Insurance or Contents Insurance - you can’t claim under both.

What documents do I need to provide to substantiate my claim?
For any Rent Default claims, you’ll need to supply the following documentation:

  1. written rental agreement that states the term of the rental period and the amount of rent and bond your tenant needs to pay.
  2. the current Rental Ledger that shows the rental payments made by the tenant so far and when the rental payments stopped, causing the default.

Keep in mind that the PDS states that you are also expected to:

  1. do everything reasonable to prevent further loss and;
  2. take all reasonable steps available to relet your property, and/or legally terminate the tenancy and evict your tenant when you become aware your tenant’s behaviour may cause you to make a claim for Rent Default.

In cases where your tenant can no longer pay rent because of COVID-19, it will be accepted that you have not attempted to re-let or evict yet. Instead, you will be asked for evidence of your tenant’s loss of income as a consequence of COVID-19 and that you attest to seek to control losses as much as you can.

If my tenant moves out and I can’t secure another tenant because there’s little demand for rental properties, will my loss of rent be covered?
To an extent. If the tenant vacates the premises before the Lease Agreement end date, Rent Default will be covered until the policy limit has been exhausted or a new tenant is secured, whichever comes first.

Does my policy cover cleaning/decontamination if my tenant tests positive to COVID-19 and self-isolates in my rental property?
No, as this is not a listed event.

If my tenant leaves the property and returns to their home country due to COVID-19, and contact/communication is lost, am I covered for rent default? Do I need to go to the Tribunal and request possession of the property to be covered?
Yes, in this situation, any claim lodged for Rent Default and/or Malicious Damage will be managed as per the normal process and the applicable State based legislation must be followed.

How much Rent Default can I claim?
The maximum amount for a Rent Default claim is $10000.

  • If the Rent Default limit isn’t exhausted in the 1st payment and a new tenant hasn’t been secured, you will receive fortnightly payments until the limit has been exhausted or a new tenant is secured, whichever comes first.
  • The Landlord/Real Estate Agent must continue to mitigate the loss by actively advertising for a new tenant.

Do I have to pay an excess?
Yes, 4x the weekly rent amount that is shown in your written rental agreement plus the rent default excess of $300.

The applicable excess will not be required to be paid upfront, as it will be deducted from the cash settlement amount due to be paid to you during the claim for your rent default loss

Example - Deductions from Settlement

  • Weekly rent: $1000
  • Claimed 9 weeks rent: $9000
  • Less 4 weeks rent: $4000
  • Less rent default excess: $300
  • Claimable amount: $4700

When can I lodge my Rent Default claim due to COVID-19?
As the applicable excess on any Rent Default claim is 4x the weekly rent plus $300 Rent Default excess, the loss of rent suffered must exceed that amount before a claim can be processed/paid, but the claim can be lodged for consideration earlier.

Emergency Home Assist, Home Trades & Services, Solar and Home Security

To ensure the safety of our staff and the community, the following measures have been put in place for when RACV trade or service providers are called to complete a job in or around your home.

Before the job

You may be asked a number of screening questions to determine if it’s safe for work to proceed. This includes asking you to advise if you or anyone in your home:

  • is displaying cold or flu-like symptoms
  • is currently self-isolating
  • has arrived home from overseas in the past 14 days
  • has been in contact with anyone with a confirmed case of COVID-19.

If it’s not safe to proceed

The tradesperson will work with you to find an alternative solution to get the job done. This may mean postponing the work until it is safe to carry out.

If it’s safe to proceed

Work outside the home: the tradesperson will complete the job as usual, while maintaining social distancing requirements where needed.

Work inside the home: the tradesperson will follow social distancing and personal hygiene procedures as advised by the Australian Department of Health, including:

  • keeping a distance of 1.5m between themselves and people in the home
  • avoiding or limiting contact with surfaces that don’t require maintenance
  • frequently washing/disinfecting their hands.

To minimise contact, alternative arrangements will be introduced to minimise any required signing or handling of documents.

Travel and leisure products

Cruises and tours

  • A travel ban is currently in place in Australia. As a result, our travel partners have had to suspend their operations.

    Frequently asked questions

    What about travel insurance claims?
    If you have a travel insurance policy in place, we recommend you speak directly with your provider to understand what you’re covered for.

    For information on RACV Travel Insurance visit: racv.com.au/travelinsurance

    Where can I go for more information on my rights to refunds and entitlements?
    For more information on cancellations, changes and potential entitlements, we suggest visiting the ACCC website which provides the latest information on your rights as a consumer.

  • Bookings after 30 June 2020

    Some of our partners are planning to resume operations after 30 June 2020. If you have an upcoming booking, you can contact us for more information around the conditions of your holiday and options available to you.

RACV Golf courses

All RACV Resorts and Club locations are temporarily closed, but our golf courses will reopen on Friday 15 May 2020. Courses will be open to:

  • RACV Members
  • Golf Members
  • Club Members

The golf course at RACV Royal Pines Resort will also be open to the general public.

Thank you for your patience

We understand some of the restrictions will be frustrating for our Members and we thank you for your ongoing patience and understanding at this time.

Frequently asked questions

What changes and restrictions should I be aware of?
The following restrictions will apply when you visit our courses:

  • Drinking fountains and water taps will be disabled.
  • Locker rooms may be restricted, however toilet facilities will be available.
  • RACV staff won’t handle any guest equipment including clubs, bags or shoes.
  • Clubs won’t be available for hire.
  • Increased raking by RACV staff at bunkers as rakes won’t be publicly available.
  • Golfers are required to leave flagsticks in the hole at all times (penalties will apply).
  • Limited retail service with only essential items available from the kiosk/counter, including balls and tees and a select range of snacks and beverages.
    • No self-service available.
  • Apparel can’t be tried on prior to purchase.

What cleaning and sanitising measures will be in place?
We’ll be increasing the frequency of cleaning across all golf shops, driving ranges and other public areas. This includes:

  • Course toilets will be sanitised regularly.
  • Golf carts will be sanitised before and after each round.
  • Hand sanitising stations will be available at each entrance.

How will social distancing be maintained?
To ensure social distancing of 1.5m is maintained, we’ve introduced the following measures:

  • Capacities in our golf shops will be limited.
  • RACV Members will need to pay green fees and book tee time in advance.
    • Starting times will be structured with a minimum of 12 minutes between tee times to avoid people congregating on the course and at arrival and departure points.
  • Physical distancing markers and information will be displayed.
  • Groups are limited to four players per tee time with 1st Tee starts only.
  • Players must leave the facility immediately after completing their round as there will be no presentations at the conclusion of play.
  • Score submissions will be electronic where possible, alternatively, cards will need to be dropped off to the golf shop.
  • All golfers are to park in the car park areas located on the same level as the golf pro-shop. Players are asked to proceed directly to and from the Pro Shop on arrival and departure.

What do I need to know about booking and payments?

  • Golf Members and Season Pass Holders can book online as usual. 
  • Green-fee players and RACV Golf Members may book by calling. All players will be required to provide their name, RACV Member number and contact details (not just the individual booking). With the exception of Royal Pines, tee times at Victorian golf courses will be restricted to Golf Members, Season Pass Holders, RACV Golf Members and other RACV Members. Member rounds will also be recorded in MiClub.
  • Cashless payments are encouraged.

Thrifty Car Hire

Based on how the coronavirus (COVID-19) situation is unfolding and the new government guidelines, Members may also find that our partners and their operations may also be affected.

More information on upcoming Thrifty bookings or changes to opening hours related to Coronavirus (COVID-19) can be found on Thrifty's website.

Retail locations

RACV retail stores

Useful COVID-19 links