Renew and Payment FAQs
Frequently asked questions
Renewals
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How do I pay my renewal?
You can renew your RAA Insurance or Road Service online 24/7.
You'll need to enter your policy number (or product number) and the surname of the primary contact (the person we communicate with and send the renewal notice to). You can find these details on your renewal notice. You can only renew after you receive this notice.
You can also renew by calling 8202 4600 or visiting an RAA shop. If you need to make changes when you renew, you can only make them by phone or in-store.
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Do I need to do something to pay my renewal?
For RAA Insurance policies or Road Service, you'll either need to take steps to renew or it will automatically renew.
- If it's paid by direct debit, it will automatically renew.
- If it's not paid by direct debit, you'll have to renew online, by phone on 8202 4600 or in-store.
Either way, we'll send you a renewal notice with information before your policy ends. Always check your renewal notice to confirm the details and what you need to do to renew. If you do need to do something to renew, you can only renew after you receive this notice.
Updating payments
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How do I change my next direct debit date?
You can make a one-off change to your next direct debit date online by logging into My Account, and selecting the product you'd like the change the direct debit date for.
If you have multiple policies or products with us, you'll need to update the direct debit date for each one individually.
A payment can be delayed for a maximum of 14 days from your original scheduled payment date. Payments scheduled on a public holiday will be processed the next business day.
If you'd like to discuss a permanent change to your direct debit date, call us on 8202 4600.
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How do I change the bank account or credit card I use to pay by direct debit?
You can change the payment method you use for direct debit payments in My Account. If you have multiple policies or products with us, you'll need to update the payment details for each one individually. -
I have received an SMS from RAA about my upcoming or failed payment. Is it real?
Sometimes we send members an SMS text message to remind them about an upcoming direct debit payment or to let them know a payment was unsuccessful.
If you receive an SMS from us about an:- upcoming debit, all you need to do is make sure you have the funds available in your nominated account. You do not need to send us money or provide information.
- unsuccessful debit because of insufficient funds, we’ll attempt to reprocess the payment. Please make sure you have funds available in your nominated account.
- unsuccessful debit because of incorrect account or card details, please call us on 8202 4600 to update your payment details. Once a payment has failed, these details can’t be changed online until the issue is resolved.
If you’d like to check the amount of the upcoming payment, debit date or your nominated payment method, you can log in to My Account and select the product the payment is for. You can also change your next direct debit payment date in My Account.
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How do I check my payment date and details?
Log in to My Account anytime to check your payment date, payment method and any amount outstanding for each of your policies and products. You can also call us on 8202 4600 or visit an RAA shop. -
How can I set up monthly direct debit payments?
If you are renewing an existing product and you’re set up to pay each year in full, you can switch to monthly direct debit by contacting us on 8202 4600. Direct debit can be set up with credit card or bank account. You can also request to switch from direct debit to paying in full. When you first buy insurance or Road Service online, you can choose to set up direct debit payments during the process.
Issues and options
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I can't make an upcoming payment. What are my options?
You can delay your next direct debit date online by logging into My Account and selecting the product you'd like the change the direct debit date for. If you'd like to discuss a permanent change to your direct debit date, call us on 8202 4600.
If you're experiencing financial hardship, we're here to help. Learn more about how we can support you or call us on 8202 4600.
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I missed a payment. What do I do?
If you’ve missed a scheduled payment, we will contact you about what to do next.
For missed payments due to insufficient funds, we’ll attempt to reprocess the payment. Please ensure you have funds available. You can check which bank account or credit card is used for your payments by logging in to My Account.
For missed payments due to incorrect account or card details, please contact us on 8202 4600 to update your payment details. Once a payment has failed, these details can’t be changed online until the issue is resolved.
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How many payments can fail before my policy or product is cancelled?
If you miss a direct debit payment due to insufficient funds, we’ll attempt to debit the payment again including any fees charged to us. We’ll attempt to process a failed payment three times in total. If any instalment payment is overdue by one month or more, your cover will be cancelled. You can review our Direct Debit Service Agreement for more information. -
What payment options are available?
New products
If you're taking out a new insurance policy or Road Service online, you can pay in full for the year or monthly by direct debit. You can pay by credit card or bank account. Other payment options are available if you are purchasing in store or by phone on 8202 4600.
Renewing products
If you are wanting to pay for a renewal that is not set up as direct debit, you can pay in full for the year with an online renewal. You can pay by credit card or bank account. If you are set up to pay in full, you can also call us to switch to direct debit.
When you receive a renewal notice, it will include information about other ways to pay including by BPAY, by card over the phone on 8202 4600 and in store. If you pay in store, you’ll have the option to pay by cash, card and cheque.
Cancelling
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How do I cancel my insurance or Road Service?
If you're thinking about cancelling your insurance or Road Service, we'd love to discuss how we can better support you. Please contact us on 8202 4600 about a cancellation or change. You can also ask us about making changes to your product including switching to monthly payments, changing your excess amount or moving to a different level of cover. You can compare our three levels of Road Service to see if a different level may suit you better.
If you're experiencing financial hardship, we're here to help. Learn more about how we can support you or call us on 8202 4600.
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Will I get a refund if I cancel my Road Service?
RAA Road Service is a 12-month subscription product. If you cancel and you’ve paid in full, you usually won’t be given a refund. If you cancel and you’re paying monthly, you’ll need to pay for the remaining months. There are limited circumstances at our discretion that we may issue a refund. -
How do I tell RAA that a person has passed away?
You can let us know in the way you're most comfortable with. Our staff will handle your situation with care, ensuring you're supported during this difficult time. You can contact us or use the Australian Death Notification Service.
To contact RAA, you can call us on 8202 4600 or visit an RAA shop to talk to us face-to-face. We'll request certain documentation from you, depending on the circumstances. We may need a copy of the death certificate, a copy of the will, or a letter of administration.
To use the Australian Death Notification Service, visit their website. It's a free service that can notify multiple organisations, including RAA, for you. You'll need to supply a death certificate to use this service.
Get in touch. We're here to help.
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