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 is RAA paying reimbursements?
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.
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How are you calculating payments?
Payments consist of the reimbursement of overcharged premium(s), plus GST and stamp duty.
Interest on the amount to be reimbursed is also calculated and will form part of the payment.
For some New South Wales policies, reimbursements might also include overcharged Emergency Services Levy.
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I’m concerned about the legitimacy of the link in the email or letter I received. What do I do?
If we contact you, you may be asked to log in to our RAA My Account member portal or our former member portal. These are the same links that are included in the letters and emails we are sending.
We will only ask for your bank details to enable payment into your account. We will not ask for any credit or debit card information in relation to this remediation program.
If you want to talk to someone about your reimbursement call us on 8202 8255.
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How many people will receive a reimbursement?
Around 3,500 people will receive a reimbursement as part of our current remediation program.
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How will I know if I’m eligible for a reimbursement?
We'll email you or send you a letter. As a last resort, we’ll SMS you or call you.
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If I’m eligible for a reimbursement, when can I expect to be contacted?
We’re contacting everyone impacted as soon as we can, over the coming months.
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I suspect I’m eligible, but I haven’t heard anything from RAA. What should I do?
We'll be contacting anyone impacted as soon as we can.
If you haven't heard from us over the next three months and you suspect you're eligible, get in touch with our Remediation Team on 8202 8255.
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What determines the reimbursement amount?
The amount you receive will depend on a range of factors, including the number of policies you held and the length of time you held them.
Interest on the amount to be reimbursed is also calculated and will form part of the payment.
The amount will be clearly outlined in the communications you receive from us.
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How will I receive my reimbursement?
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 current bank details, we'll ask you to provide your details to us through a secure member portal.
If you're not a member anymore – or you’re acting on behalf of an estate or a company – we'll ask you to provide your details to us through a secure former member portal.
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How and when do I provide my bank details?
If we need your bank details, we'll let you know how to provide them to us when we contact you.
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How are you reimbursing former members and deceased estates?
For former members
We'll make every endeavour to get in touch with you through any contact details you provided us in the past in relation to your policies and/or products.
Our communication will link you to a secure online portal where you can add your bank details and update your contact details too.
If we struggle to reach you after several attempts over an extended period, we'll try to pay your reimbursement directly to the bank account we have on file for you.
For deceased estates
If you're the executor of a deceased estate, we'll make every endeavour to get in touch with you through any contact details you provided us.
Our communication will link you to a secure online portal where you can add bank details and update contact details too.
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How will the reimbursement appear in my bank account?
The reimbursement will come from RAA, with the payment description: RAA Repay.
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How do I make a complaint?
If you’d like to make a complaint about the remediation program 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 my reimbursement?
If you've been contacted by us about your reimbursement and would like to know more, please call our dedicated Remediation Team on 8202 8255 or email us at reimbursement@raa.com.au.
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Who are Deloitte? What role do they play in RAA's remediation program?
Deloitte—a professional services firm—are helping to deliver our remediation program.
Deloitte have created our secure former member portal to verify and process the banking information we need to pay reimbursements. You might notice their name in some portal URLs.
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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.
Under the partnership, our insurance products and services remain right here in SA under our trusted RAA brand.
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.