Skip to main content
Online insurance claim Login

Travel insurance outage FAQs

Find answers to common questions while our travel insurance systems are unavailable

Travel insurance outage

Our travel insurance provider is currently experiencing a prolonged service outage for our travel insurance offering due to system upgrades. This outage affects only travel insurance and does not impact any other RACV products or services.

If you have an existing policy, and need to amend or make a new claim, call 1300 207 387.

If you need a new policy urgently, please visit the Insurance Council of Australia (ICA) to find a travel insurer.

We are committed to providing high standards of customer service and we are working hard to restore the service as soon as possible. We apologise for any inconvenience and thank you for your patience.

Claims and emergencies

There is no impact on our emergency medical assistance service.

If you have an overseas emergency, contact our assistance team immediately, 24 hours a day, 7 days a week on +61 2 8055 1699 (reverse charges accepted from the overseas operator).

New claims can still be lodged and registered although there could be a delay with assessment until our systems are operational. You can assist this process by providing us with your policy number details and/or a copy of your Certificate of Insurance when lodging your claim.

You need to lodge your claim via one of the following processes:

Existing claims will continue to be processed in line with the insurer’s requirements and we will communicate with you throughout the process as normal.

Existing policy changes

Please contact us on 1300 207 387 and we can assist you with cancelling your policy.

If you are still within the 21-day cooling off period since your purchased the policy, we will confirm to you via email that we will cancel the policy when systems are operational and contact you to process your refund in full, provided you have not made any claims.

For all other cancellation requests, we will confirm to you via email that we will arrange to cancel the policy with the effective date being the date you have contacted us once the systems are operational and contact you to process your refund. Any such cancellation will be made pursuant to your policy terms and conditions and law.

Please contact us on 1300 207 387 and we can assist you in respect of any other enquiries.

Quotes and new policies

Please contact us on 1300 207 387 and we can assist you with arranging your policy.

We will accept your current quotation, subject to any quotation terms and conditions, via email confirmation and arrange to contact you when systems are operational to arrange payment of premium. You will also receive a PDS and COI to confirm arrangement of your travel insurance cover. Again, please check your policy documentation and let us know if you have any queries.

We cannot issue you with a quotation or new policy across our online, call centre and retail network until our systems are operational and apologise for any inconvenience caused.

If the need to purchase a policy is urgent however, we refer you to the Insurance Council of Australia for information on travel insurance and contact details for other insurers so you can arrange cover as soon as possible.

The information provided is general advice only. Before making any decisions please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations. For copies, visit racv.com.au. Royal Automobile Club of Victoria (RACV) Ltd AR 001243563 is an authorised representative of the issuer and receives commission for each policy sold or renewed. RACV Travel Insurance issued by Tokio Marine & Nichido Fire Insurance Co., Ltd ABN 80 000 438 291 AFSL 246 548. Terms & conditions apply, refer to the PDS.