Feedback and complaints

  • We're here to help


    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 submit feedback by following our process below. 

    General Insurance Code of Practice

    The underwriters of RACV Insurance products are signatories to the General Insurance Code of Practice (Code). 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.

  1. Tell us your feedback

    If you'd like you give us feedback about one of our products or services, call 13 RACV (13 72 28) or email to let us know.

  2. If you'd like a response

    If you ask for a response, we'll register your feedback and get back to you within 1 business day.

  3. If you don't need a response

    We'll register your comments, pass it on to our team members involved and use it to improve our products and services.

Step 1: Talk to us

If you have a complaint, call 13 RACV (13 72 28) or visit your local RACV Retail Store to talk to our team. They will try to resolve the matter, but if they can't you'll be referred to a manager who will take over your complaint.  

Step 2: Let us know if you're still not satisfied

If you're not satisfied by our response in Step 1 and don't feel a fair and prompt resolution was reached, you can request a review of your complaint by our Member Relations team by calling 1800 675 958 or emailing us. 

After we've received your complaint, a case manager will be assigned to you within 1 business day. We'll update you regarding your complaint every 5 business days until a resolution is reached or otherwise advised.

Step 3: How can I take my complaint further

If you're still unsatisfied with our response in Step 2, you're entitled to seek an external review of the decision. 

Our team can provide information about the options available to you, including (if appropriate) referring you to the Australian Financial Complaints Authority (AFCA) scheme. The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints. The AFCA scheme can be contacted by: