Our remediation program
If we owe you a reimbursement, we’ll be in touch
After a review of our online insurance sales process, we might owe you a reimbursement.
The review found that from June 2017 to July 2025, some member discounts, or correct premium calculations, weren’t reflected in our online insurance sales process.
We’ve now fixed this, and are making reimbursements.
What to do if we contact you
For 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 provide your details through a secure member portal, which is part of My Account.
For former members, estates and companies
- If you're not a member anymore, we'll ask you to provide your details 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 or an estate.
If you’re concerned about the legitimacy of the links above, search ‘remediation program’ via our homepage, or call us on 8202 8255.
Unclaimed money
Our previous remediation program – Pricing Promises – has recently closed, after we reached out to all eligible current and former members, using all contact methods on file.
If you received a Pricing Promises communication from us, asking you to provide bank details for your reimbursement, but haven't actioned it yet, please fill out our unclaimed money application form (PDF, 93KB).
Please send the completed form to unclaimedmoney@raa.com.au.
We’re here to help
If you've heard from us and you're having trouble giving us your bank details, or you want to talk to someone about your reimbursement, we're here to help.
Frequently asked questions
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Why did RAA pay reimbursements?
Pricing Promises remediation program
We undertook a review into how we previously applied discounts to insurance and Road Service policies.
The review found that from April 2012 to February 2025, some discounts weren't applied in line with some of our advertising material for insurance products, and that between July 2014 and February 2025, a small number of Membership Discounts weren’t applied to our Road Service product.
Online Insurance remediation program
After a review of our online insurance sales process, we found that from June 2017 to July 2025, some member discounts, or correct premium calculations, weren’t reflected in our online insurance sales process.
We’ve now fixed these issues, and have reimbursed eligible current and former members using current details on file, or details provided after we made contact, requesting them.
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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 from our complaints process, you can choose to 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 you to provide bank details for your reimbursement, but haven’t actioned it yet, please get in touch. We're here to help. Call 8202 8255
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Who are Deloitte? What role do they play in RAA's Pricing Promises remediation program?
Deloitte—a professional services firm—helped deliver our remediation programs.
Deloitte created our secure former member portal to verify and process the banking information we needed to pay reimbursements.
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Why are Allianz mentioned in my email/letter?
We've partnered with the global insurance firm Allianz’s Australian business so we can deliver more benefits and insurance products for our members.
By joining forces, Allianz Australia underwrite our insurance policies so we can give you the best bang for your buck and secure a stronger future for your RAA.