Car insurance claim FAQs

We understand our members need extra help and support at different times in their lives.

We are committed to taking extra care with vulnerable members including those who are experiencing age related impairment, disability, physical or mental health conditions, family violence, language and literacy barriers, remote location barriers or financial distress. We also support people of different cultural backgrounds and Aboriginal or Torres Strait Islander people experiencing vulnerability.

Discover how RAA may be able to help you.

To ensure your claim process is quick and easy, ensure you have:

• Your RAA member number and insurance policy number
• Your vehicle registration
• Details of the incident (including date, time and location)
• Details of anyone else involved and any witnesses (Name, address and contact details)
• The Police Report number (if a Police Report is required by law)

If you make a claim, you may need to pay us an amount towards the claim. The amount you pay us is an excess.

There are different types of excesses which may apply to your claim including basic excess and other additional excesses. These are shown on your Certificate of Insurance documents.

There are some incidents where you won’t need to pay an excess, like if the driver of your car didn’t cause the damage and you’ve provided us the necessary details including the information of the person who caused the damage.

In the case of repairs to your car, any applicable excess needs to be paid to the repairer upon collection of your vehicle once repairs are completed. In the case of a total loss, the excess will be deducted from the amount we pay you under the claim.

For more information on excesses, refer to the relevant Product Disclosure Statement for your policy.     

You may be entitled to a hire car if you’ve added optional car hire to your Comprehensive Car Insurance policy. If you’re not sure, check your “Optional Cover” in My Account or on your most recent Certificate of Insurance (sent to you when you purchased, renewed, or made changes to your policy).

If you’re entitled to a hire car under your policy, give us a call on 8202 4575 to arrange car hire from a hire car company approved by us. Make sure you're familiar with the terms and conditions, limitations and exclusions for a hire car following an incident as outlined in your Comprehensive Car Insurance Product Disclosure Statement.

If you want to add hire car cover to your policy, call us on 8202 4600.

While you can choose your own repairer there are significant benefits to using an RAA Approved Repairer, and repairs must not be made without our prior consent. We’ll contact you to discuss your options if we don’t recommend you proceed with your chosen repairer. If you wish to proceed with a repairer that doesn’t meet our minimum standards, we’ll pay you the assessed cost of repairing your vehicle instead of authorising repairs. For further information, please refer to your Product Disclosure Statement.  

You can locate an RAA Approved Repairer online, or call us on 8202 4575.  

Speaking to the repairer will get most situations resolved. If we’ve selected and directly authorised a repairer to repair to your item or property, we’ll accept responsibility for the quality of work and materials used.

If you wish to make a complaint about your claim and how it’s been handled, including the repairer’s conduct, timeliness, quality of work or the materials they’ve used, please call us on 8202 4575 or email claimsmembercare@raa.com.au. Find out more about our complaint process, including your right to take your complaint to the Australian Financial Complaints Authority.