What if you have a complaint?
RAA Insurance recognises, promotes and protects our customers' right to comment, compliment and complain. If you have a complaint, get in touch with us and we will work with you to resolve it.
Step 1 - Contact us
We want to resolve your complaint as quickly as possible and so the best place to start is to contact our customer service teams. For claims related complaints, please call 8202 4575. For policy related or other complaints, please call 8202 4567. Alternatively, you can lodge a complaint in person at any of our shops, or:
Insurance Help Centre
101 Richmond Road, Mile End, SA 5031
Should you require assistance with lodging your complaint, please see the 'Need help?' section below.
Step 2 - Internal complaint resolution
Once we’ve received your complaint, we will acknowledge that we’ve received it within 1 business day (or as soon as practicable) and will provide you with a reference number.
If our customer service teams are unable to resolve your complaint, or you’re not satisfied with the outcome, your complaint will be escalated to a specialist case manager.
The specialist case manager will be your point of contact, will provide updates on the progress of your complaint every 10 days unless it resolved earlier or a different timeframe is agreed, and can answer any questions you have about the complaints process. We will take reasonable steps to investigate your complaint, including an assessment of the circumstances, and obtaining additional information if it is required.
Depending on the circumstances of your complaint, you will be provided with an outcome either verbally or in writing. We will provide you with a written outcome if:
- your complaint takes longer than 5 business days to resolve.
- you request a written response.
- your complaint is about financial hardship.
- your complaint is about a declined insurance claim or about the value of an insurance claim.
- your complaint is not resolved to your satisfaction.
Where a written outcome is required, we will provide it within 30 calendar days of the date we received your complaint. If we need more time to investigate and resolve your complaint, we will write to you to explain why, provide the expected revised timeframe, and provide you with contact details for the Australian Financial Complaints Authority (AFCA).
Step 3 -Independent review
If you’re not satisfied with the outcome of your complaint, or we can’t resolve your complaint within 30 calendar days of the date which the complaint was made, you may contact the Australian Financial Complaints Authority (AFCA) which is an external and independent dispute service available to you at no cost. Some time limits apply to AFCA complaints so do check the AFCA website to see if time limits apply to your complaint:
Translating and interpreter services
RAA Insurance is committed to delivering exceptional member and customer experience. With this comes an understanding that you may feel you need support to be able to communicate effectively with us. Should you require assistance with lodging your complaint, or throughout the course of your complaint, please visit our Translating and interpreter services page for support options and more information.
Teletypewriter (TTY) - speak and read
Dial 133 667 and ask the relay officer to call 8202 4575 for a claims complaint or 8202 4567 for a policy-related or other complaint.
Teletypewriter (TTY) - type and read
Dial 133 667 and type 8202 4575 for a claims complaint or 8202 4567 for a policy-related or other complaint.
For help in other languages, interpreting support is provided by the Translating and Interpreting Service (TIS National) by calling 131 450 (within Australia), 24 hours a day, 7 days a week.
Supporting vulnerable customers
RAA Insurance is committed to supporting customers experiencing vulnerability. If you need assistance, please let us know so we can work with you to arrange (where possible) support aligned to your needs. Please visit our Supporting vulnerable members page for support options and more information.
RAA Insurance is a signatory to the General Insurance Code of Practice, which can be accessed at www.codeofpractice.com.au.