RAC Travel Insurance Review

My experience with RAC Travel Insurance has been deeply disappointing. I purchased a policy for over $2,000, expecting reliable coverage. I submitted a claim for an amount significantly less than the policy cost in February 2024, due to a medical cancellation from a December 2023 trip. Despite providing all requested documentation, I have faced a year of delays and vague responses. The discrepancy between the high cost of the policy and the company's reluctance to pay out a smaller claim is unacceptable. I cannot recommend RAC Travel Insurance.

READ the FINE PRINT. There are so many exemptions that making a claim is almost impossible.<br/>Lost or Stolen passports must be on your person to claim! How does that work? <br/>Luggage must be in your possession! How does that work?<br/>We were checking into our accomodation and left one bag in the locked car because we couldn't carry everything in one trip. It was obscured from view and locked but RAC refused our claim which included $5000+ of extra expenses related to the bag containing our passports. I was stranded in the UK for 3 weeks until a new passport was issued while my husband had to return to Australia on his own. <br/>Very disappointed in the whole experience

I bought RAC travel insurance when I was traveling for holidays in December 2022. My mother died and I have to come back. I provided all information as required include cause of death, date and all other documents they required. But they refused to approve the claim. Disgusting and Rude behaviour experienced with RAC travel Insurance - under written by Tokio Marine Company mania branch is in Tokyo.<br/><br/>Main point is when we bought the RAC travel Insurance they never informed us that their underwriters company's main branch is in Tokyo and all our communication came from Tokyo. They were pretty rude and gave us so much trouble to push our limit so that we will get fed-up and leave the claim.<br/>This is a huge industry malpractice not informing the customers that we are contracting with underwriter company based in Tokyo. I never thought RAC will practice such unethical behaviour. <br/><br/>Do not ever take RAC travel insurance or if any travel insurance under written by Tokio Marine company.

I bought insurance to travel for holidays. My mother died and I have to come back. I provided all information as required include cause of death, date etc. But they refused to approve the claim. Very bad service. Do not ever take RAC travel insurance or if any travel insurance under written by Tokio Marine company.

RACV Travel Insurance is operated by Tokio Marine Management Australasia. When taking out the policy, the service was great. BUT my experience when trying to make a claim has been absolutely awful. Only 4 days before our departure on a long-delayed (due to the COVID-19 pandemic) trip to Europe, my husband suddenly and completely unexpectedly became severely ill, and was rushed to hospital. He was diagnosed with acute, sudden onset leukaemia. He has absolutely no medical history that indicated this would happen. Obviously we couldn't go on our trip, and we made a claim for the lost payments for a cruise on the Croatian coast, and the first couple of nights accommodation which were the only parts of the trip not cancellable at short notice.<br/><br/>All up, we made a claim for around $6000, having paid $977 for the policy, with a $250 excess.<br/><br/>Trying to make the claim has become a nightmare. The approach of RACV/Tokio Marine has been to continually ask for more and more medical information, over a period of more than 3 months. Each time we submit additional medical information, the response comes back that they want more information, or the same information already supplied in a different format.<br/><br/>I have now uploaded into their online claim system (you can't email them) a total of 27 documents supporting our claim (from our GP, hospitals and medical specialists), but once again RACV/Tokio Marine has responded that more medical details are required. They have already been provided with more than 2 years of complete medical records, but have rejected them because their assessor, Manus, says (in a recorded telephone conversation) that patient consultation notes have to be sourced from a digital patient medical record system - which our family GP doesn't have - our GP still writes all his patient medical/consultation notes by hand during each consultation, and has already provided scans of 4 pages of his very detailed medical notes to RACV.<br/><br/>Our GP has also offered several options that RACV/Tokio Marine can use to confirm all the scanned notes provided are genuine. But RACV/Tokio Marine wont accept his proposed verification solutions. In fact, the RACV/Tokio Marine assessor falsely accused me (in a recorded telephone conversation) that "you could have written them yourself" because the medical notes were handwritten by the GP. I strongly objected to being accused of fraud - there was absolutely no basis for this appalling accusation (call was recorded), but the assessor, Manus Bhatt, refused to retract the false accusation.<br/><br/>RACV/Tokio Marine also warns on their claims website that "they are experiencing long delays" and that it can take them up to 20 working days to respond to any messages you send them about your claim. So this means that each time they ask for more information, and you upload more documents into the claim website, it can be up to 20 working days before they turn around a response. Hence our claim has taken more than 3 months of hours and hours of preparing the documents they keep asking for.<br/><br/>All this is despite the fact that my husband's medical specialists (at Royal Melbourne Hospital and Peter MacCallum Cancer Centre), as well as his GP of more than 30 years, have provided written confirmation/documentation provided to RACV/Tokio Marine that his leukaemia was completely and totally "out of the blue" with absolutely no prior medical indication or history that this could happen.<br/><br/>Our claim was first lodged on 2 September with RACV/Tokio Marine and 27 supporting documents have been uploaded to their system over this period. But when I provided feedback that our GP does not use a computerised system for patient medical records, and can only provide handwritten notes for the last 2 years of medical consultation notes, our claim was immediately denied by Manus Bhatt.<br/><br/>Sharing this so that others (particularly long-standing, 30+ years RACV Club Members like me) are aware that claiming on RACV Travel Insurance can be a total nightmare. They will deny a medical claim if your GP does not keep their patient medical records in their required format (which they don't specify, and seems to change with each communication) and none of this is mentioned in the PDS.<br/><br/>Several times I asked that they supply a template of the format they require for medical records, but RACV/Tokio Marine advised the didn't have one. Our GP has also offered several options that RACV/Tokio Marine can use to confirm with him that all the scanned medical notes provided are genuine - but they have refused to accept any of our GP's proposed solutions.<br/><br/>RACV, as a 30+ years Gold Club Member, the service provided by Tokio Marine is seriously damaging your brand and reputation as an organisation that purports to look after its members.

Is has been more than 8 weeks since we lodged our claim. Only after we contacted their eastern states office, they admitted they forgot to request additional evidence. We have been placed back in the queue twice so far. As long term RAC members this experience with their travel insurance has been very disappointing!

They don't tell you that your not covered if the world gets coranavirus and you cancell your flight plans, so you and your family don't get sick or die.<br/>Shame on rac <br/>They have riped me off and they will rip you off.<br/>Please everybody boycott getting any insurance from rac.

Took out RAC travel insurance and became ill overseas. Had a total of over $2500 in medical expenses, lost flights, accomodation and large roaming bills RE booking from hospital. Was put through to Tokio Marine RACs insurance provider and they are the worst company I have ever dealt with. Takes far too long to reply to emails, disgusting customer service and are incompetent to say the least.

- Lost my original claim<br/>- Delays in replying to my second claim<br/>- Ask for unreasonable information. <br/><br/>After I provided proof of my purchase, IMEI number, police report, proof of address and more I was told that as I did not have a letter from the original purchaser of the handset (of which was impossible to get as I bought it second hand) I was told that they could not process my claim. <br/><br/>- They will find any way possible to not help you with your claim.<br/><br/>- DO NOT BOTHER to get this cover unless you have done 1 week prep to gather all of the information about your phone. REGARDLESS it is not worth the hassle as the customer service is laughable. <br/><br/><br/><br/><br/> <br/>

Watch RACQ multi-trip insurance. A good deal obtained by us initially but when we tried to plan a trip over 30days we were going to have to take out a completely new policy