Our remediation program
We'll be reimbursing eligible current and former members
After a review into our insurance product pricing, we might owe you a reimbursement.
The review found that from April 2012 to June 2026, some discounts weren't reflected in our online insurance sales process or applied in line with our website advertising material during this period.
We've now fixed this and are making reimbursements to eligible current and former members.
If you're owed a reimbursement, we'll be in touch
We'll email you, send you a letter, send you an SMS or call you using details you previously provided to us.
We'll explain how much we owe you and what—if anything—you need to do to receive your reimbursement.
We are working with Deloitte to deliver our Remediation Program, so you might notice their name in some online communications relating to the program.
What to do if we contact you
For current members
If you're a member and we have your bank details, we'll pay the reimbursement to the account we have on file for you. That's it - you won't need to do anything.
If you're a member and we don't have your bank details, we'll ask you to log in or register for RAA My Account and provide your details through a secure member portal.
For former members
If you're not a member anymore, we'll ask you to provide your details to us through a secure former member portal. We'll also ask you to use this portal if you're providing details on behalf of a company.
We’re here to help
If you've heard from us and need help providing your bank details, or you want to speak to someone about your reimbursement, please contact us.
Frequently asked questions
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How do I make a complaint?
If you’d like to make a complaint about our remediation programs or your outcome, 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.
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What if I'm not satisfied with how my complaint was handled?
If you're not satisfied with the outcome of your complaint, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provide a free and independent dispute resolution service for consumers who have general disputes that are covered by AFCA's Terms of Reference.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 -
Will I need to declare this reimbursement 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 your reimbursement, we encourage you to discuss this with a registered tax agent or visit the ATO website.
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How do I speak to someone about our remediation program?
If you received a communication from us asking for your bank details for your reimbursement, but haven’t responded, please get in touch. We're here to help. Call 8202 8255.
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Am I eligible for unclaimed money?
The unclaimed money process is for past remediation programs which are now closed. If you've received recent communication about a remediation reimbursement, follow the advice in that letter or email to claim your reimbursement.
If you've previously received communication from us asking for your bank details for one of our closed remediation programs, but haven't responded, you can complete our unclaimed money application form (PDF, 93KB).
Please send the completed form to unclaimedmoney@raa.com.au.
If we’re unable to reach you or don’t hear from you for an extended period, we may transfer the amount to the Department of Treasury and Finance as unclaimed money. You can still claim it from them at any time.
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Who are Deloitte? What role do they play in RAA's Pricing Promises remediation program?
Deloitte, a professional services firm supported us in delivering the remediation program, including, setting up a secure portal to collect and process the banking information for our former members to pay reimbursements.
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Why are Allianz mentioned in my email/letter?
We've partnered with Allianz Australia so we can deliver more benefits and insurance products for our members.
Allianz Australia underwrites our insurance policies, which means they may be referenced in communications relating to your policy or this remediation.