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Billing and payments FAQs

Find answers to frequently asked questions about billing and payments, plus access your online account

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We'll contact you within 72 hours and may ask for this reference number.

Payment options

Choose from the following ways to pay.

Pay online 

  1. Go to your online account
  2. Click ‘Make payment’ next to your product.
  3. From here, you can pay using your credit card or PayPal.

Pay by BPAY

  1. Find your biller code and reference number on your bill or renewal letter – if you get these documents via email, they’ll be in the attachment.
  2. Pay via your online banking.

Pay by direct debit 

To set up automatic payments, call 13 72 28.

Pay over the phone 

To pay using our automated phone system, call 13 25 82.

Pay in person

Keep in mind that our retail stores only accept card. Our agency stores accept both card and cash. American Express and Diners Club can only be used to pay RACV Club payments.

You can change your payment frequency for many of our products, including:

  • Emergency Roadside Assistance
  • Emergency Home Assist
  • Home or motor insurance
  • Personal Membership

Payment options

You can pay in full for the year upfront, or by monthly direct debit.

If you pay monthly, there's an administration fee. You can find this fee on your policy documents.

You can only change your payment frequency during your renewal period. This means the 30-day period prior to your renewal date, or before your first payment date for your renewal.

To discuss your options, call 13 72 28.

You can choose to get your bills by email or post.

If you change your preferences, it will apply to all your RACV products.

How to update your preferences:

There are no extra charges or fees for VISA or Mastercard payments.

There is a surcharge for:

  • American Express payments (2.8%)
  • Diners Club payments (2.45%)

Please note, American Express and Diners Club can only be used to pay RACV Club payments.

We can only process a payment when the product or policy is in ‘renewal’ status.  

If for any reason you won’t be around during your renewal period, we do accept late payment for up to 14 days.  

We recommend you sign up to receive your product documents via email, so you don’t miss out on renewal notices and reminders.

To update your preferences, go to your online account.

For new policies
Check that your reference number matches the one showing on your policy.

For renewals
Your BPay reference number changes with every renewal we send.
Check that your reference number matches the one on your latest renewal letter.

For amendments
Your BPay reference number changes with every change we make to your policy that affects your premium.

Check that your reference number matches the one on your latest amendment letter.

If it still doesn’t work, please let us know by calling 13 72 28 so we can investigate with your nominated bank.

You can also try other ways of making your payment.

We can only accept payment from someone who is listed as an authorised representative on your account. 

If there is more than one person insured on your policy, either person listed can make a payment. 

To add an authorised representative to your account, call us on 13 72 28.

Direct debits

When you join online, you can set up direct debit during the payment process. 

If you have an existing product, switching to direct debit is a little different. For now, you’ll need to call us on 13 72 28 or visit one of our stores.

We’re working on adding this to your online account soon.

If you have already set up a direct debit, you can update your payment details online.

  1. Go to your online account.
  2. Visit the Direct debit page, under Payments.
  3. From there, you can see which products have direct debit set up.
  4. Select ‘update payment method’ and save.

If you don’t have direct debit set up yet, you’ll need to call us on 13 72 28.

To change your RACV Club direct debit details, call 03 9944 8811.

When you log in to your account, you might see a payment status for your products. Find out what it means below.

Scheduled
This means your payment is up to date. Make sure you have enough funds available prior to your next payment date.

Dishonoured/Resweep
This means your initial payment didn’t go through. We will contact you to let you know when we will retry your payment.

You may see an alert on the Direct debit page of your online account, saying we’ll retry your payment or asking you to pay your missed instalment online.

Stopped
This means your payment attempt was unsuccessful. This could be due to not having enough funds in your account, or if you've changed card details.

To make sure your product stays active,  follow the instructions in the alerts shown on your Direct debit page. From there, you can manually pay your late payment.

If you’re still having trouble resolving your missed payment, you can call us on 13 72 28 or visit one of our stores.

To check your direct debit status:

  1. Go to your online account
  2. Visit the Direct debit page, under Payments.

Find out what your payment status means.

You can choose any day of the month, between the 1st and 28th, as your preferred payment date for your direct debit.

Call us on 13 72 28 and we can update it for you.

While we can't provide a receipt for monthly direct debit payments via your online account, you can still view your payment history.

To view your payment history:

  1. Go to your online account
  2. Visit your direct debit page (in the payments tab).

You can also refer to your online banking to check your payment history and use that as reference.

If you still need a receipt, you can:

Missed or late payments

Sometimes we can't process a direct debit. This could be due to not having enough funds in your account at the time, or changing your bank or card details.

If your direct debit did not go through, you should:

  1. Go to your account
  2. Visit the Direct debit page, under Payments
  3. Check for any alerts
  4. Follow the instructions in the alert message.

Your alert message will tell you if we’re trying your payment again. Otherwise, there may be an option for you to manually pay your missed instalment online.

Once your payment is resolved, make sure you check if your default payment method has expired, to avoid any issues with your future instalments.  

If you're still having trouble, call us on 13 72 28.

If you’re having short-term trouble paying your bills, you may be eligible for a payment extension. 

Call us on 13 72 28 so we can discuss your options.

We understand tough situations can happen and we’ll do our best to help you.

New policies

  • If you have taken out a new policy, you have 21 days from the start date of your policy to pay and stay covered.
  • If your premium is overdue, we will send you a notice outlining the overdue amount and when it needs to be paid.
  • If you have not made a payment by 43 days after the start date of your policy, it will be cancelled.

Renewals

  • If you pay via monthly direct debit, you can apply for a 14-day extension by calling us. You must apply before your instalment due date.
  • If your premium is overdue, we will send you a notice outlining the overdue amount and when it needs to be paid.
  • If you don’t pay your renewal after this date, we will cancel your policy. We will also be unable pay any claim for an incident that happens after the cancellation date.

Get in touch 

If your payment is overdue or you need an extension, please call us on 13 72 28 to discuss your options. 

Remember, your RACV membership will be cancelled if you don’t have any products in your account.   

You can also find out about financial hardship support.

We’ll send you a renewal notice to remind you when your payment is due. 

We'll send it by email or post, depending on your communication preferences. 

If you pay annually, you’ll need to pay by the due date.

If you pay monthly by direct debit, your policy or subscription will automatically renew.  

To change your direct debit arrangements, call us on 13 72 28.

You'll receive your renewal notice around 4-6 weeks before your renewal date.

If we don't receive a payment by 14 days after the due date, we will send you a final reminder notice.

If we haven't received your renewal payment within 30 days of your due date, your insurance contract will be cancelled.

If you have direct debit set up, we’ll let you know if there’s any issues with your latest instalment. Your online account will also display alerts if your direct debits didn’t go through. From there, you can resolve to keep your policy active.

Sometimes things happen that are beyond our control which can make it difficult for us to keep up to date with paying bills. If you need financial hardship support with any of your RACV products or services, we’re here to help in any way we can.

We’re happy to talk through your options if you call us on 13 15 60, or you can find out more about what financial hardship support we offer.

Once your insurance cover has lapsed, we won’t be able to reinstate it.  

You'll need to take out a new policy online or by calling us on 13 72 28.

Still need help?

Get in touch

Can’t find the answer you’re looking for? You can email us for support.

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