Giving back to our members

We’re here to help you – our valued members - understand the findings of a recent insurance review and how it may affect you.

We understand you might have questions, and we want to ensure we answer these as best we can. We’ll be updating this webpage regularly to keep you informed along the way.

Our insurance review

In 2021, ASIC required 11 of the largest insurance companies in Australia to conduct a review into their product pricing – which subsequently led to an industry-wide review for all insurers.

We commissioned an external review to ensure we were delivering what you would reasonably have expected based on our marketing material, Product Disclosure Statement (PDS) and sales journey.

Our review found that while our pricing was consistent with our PDS, in some cases, our marketing material could have been clearer with respect to how member discounts applied.

We want and need to honour those discounts.

Approximately 180,000 past and current members will receive a relatively small payment from us as part of this program.

Our dedicated team will begin contacting impacted members throughout 2024, following a small pilot program in December 2023. 

 

Frequently asked questions

  • Are all members impacted?

    No, RAA has more than 805,000 members and approximately 115,000 current members will be impacted.

    That means the vast majority of our current members are not affected.

  • When will I know if I’m an impacted member?

    We’ll let you know as soon as we can.

    Our dedicated team is seeking to contact impacted members throughout 2024.

    We’ll be sure to update this webpage and communicate with those affected directly as soon as we can.

  • How much could I be owed, if I’m affected?

    If impacted, the amount a member may receive will depend on a range of factors, including the number and length of policies held.

    However, many refunds will be small - as little as $20 or less – while others could be up to a few hundred dollars.

  • What is RAA doing to prevent this happening in future?

    We take our role as South Australia’s most trusted brand seriously.

    We’ve reviewed all current advertising material with a fine-tooth comb to ensure we'll always deliver what we say we will for our members. 

  • Will I need to declare this refund to the Australian Taxation Office (ATO)?

    RAA is not a registered tax agent and is unable to provide tax advice. If you have any questions regarding the tax implications of the refund, please discuss this with a registered tax agent or visit the ATO website.

  • What if I have a complaint?

    If you wish to make a complaint about your policy and how it’s been handled, please call us on 8202 4567 or email membersupport@raa.com.au. We take customer feedback seriously and have a complaint handling procedure in place. Read more about our complaints process.

    If you are unsatisfied with the outcome from our complaints process, you can choose to lodge your complaint with the Australian Financial Complaints Authority (AFCA). They provide a free and independent dispute resolution service for consumers who have general disputes that are covered by AFCA’s Terms of Reference. You can contact them by mail at GPO Box 3, Melbourne VIC 3001, or call them on 1800 931 678.

  • Is there a contact number to find out more?

    Currently, this webpage is the best source of information.

    However, if we’ve reached out to you and you still have more questions – you can call our dedicated line on 8202 8255.