Financial hardship support
We're here to support our members and customers
At RAA, we understand there could be circumstances beyond your control that make it difficult for you to meet all your financial commitments. Regardless of your circumstances, you’ll be treated with fairness, integrity and compassion.
We’ll work with you to ensure you’re heard and understood so we can proactively assist you to access the support you need for your individual needs.
How we can help you
We can help you if you tell us, or we identify, that you're experiencing financial hardship.
If you're making a new claim, the ways we can help you include:
- Provide a claims case manager to sensitively and confidentially assist you
- Provide options to pay a claim in instalments
- Delaying your claim payments
- Instead of you paying your excess upfront, we can deduct your excess from any cash settlement paid to you
- Pause an action to recover money from you
These are not the only options we have to assist you. We encourage you to tell us you're experiencing financial hardship so we can consider your unique personal circumstances to assist you.
-
We're here to help
If you’re having difficulty meeting your financial obligations to us, we may be able to assist you with financial hardship support.
We encourage you to tell us about your circumstances so we can discuss and consider with you the most suitable options to meet your needs.
If your financial hardship relates to a claim, please contact us on 8202 4575. Or, for non-urgent queries, send us an online enquiry.
If your situation does not relate to a claim, please contact us on 1300 884 567, Monday to Friday, 8am to 6pm and Saturday, 9am to 12pm or visit your local RAA Shop.
Protecting your privacy
We understand that privacy and confidentiality can be critical and we’ll take care to protect your personal information in line with our Privacy Policy.
-
Support services
Get support
If you’re in a situation where you need help from an expert, you may consider seeking free, confident, independent financial advice by calling the National Debt Helpline.
National Debt Helpline
Call 1800 007 007
Visit National Debt Helpline websiteIf you need help with translation or interpreting, we can provide a list of resources.
-
Types of financial hardship
More than three million Australian adults are severely or fully financially excluded, which places them and their families at a higher risk of experiencing financial stress and hardship, poverty, vulnerability to predatory lending practices, and poorer social, emotional and health outcomes.
An individual is identified as being in a financial hardship situation when they’re willing to meet an existing financial obligation but don’t have the capacity to do so as a result of financial difficulties or the size and unexpectedness of the payment required.
You may be entitled to support because you’re suffering financial hardship if you are:
- an individual who owes us money, including an excess, under an insurance policy we’ve issued
- an individual and we’re seeking to recover money from you because we believe you caused damage or loss to either a party that holds an RAA insurance product, or a third-party customer who we cover under an insurance policy
If you’re experiencing financial hardship, we encourage you to contact us as soon as possible.
If you’re having difficulty meeting your financial obligations to us, we may be able to assist you with financial hardship support.
We encourage you to tell us about your circumstances so we can discuss and consider with you the most suitable options to meet your needs.
If your financial hardship relates to a claim, please contact us on 8202 4575. Or, for non-urgent queries, send us an online enquiry.
If your situation does not relate to a claim, please contact us on 1300 884 567, Monday to Friday, 8am to 6pm and Saturday, 9am to 12pm or visit your local RAA Shop.
Protecting your privacy
We understand that privacy and confidentiality can be critical and we’ll take care to protect your personal information in line with our Privacy Policy.
Get support
If you’re in a situation where you need help from an expert, you may consider seeking free, confident, independent financial advice by calling the National Debt Helpline.
National Debt Helpline
Call 1800 007 007
Visit National Debt Helpline website
If you need help with translation or interpreting, we can provide a list of resources.
More than three million Australian adults are severely or fully financially excluded, which places them and their families at a higher risk of experiencing financial stress and hardship, poverty, vulnerability to predatory lending practices, and poorer social, emotional and health outcomes.
An individual is identified as being in a financial hardship situation when they’re willing to meet an existing financial obligation but don’t have the capacity to do so as a result of financial difficulties or the size and unexpectedness of the payment required.
You may be entitled to support because you’re suffering financial hardship if you are:
- an individual who owes us money, including an excess, under an insurance policy we’ve issued
- an individual and we’re seeking to recover money from you because we believe you caused damage or loss to either a party that holds an RAA insurance product, or a third-party customer who we cover under an insurance policy
If you’re experiencing financial hardship, we encourage you to contact us as soon as possible.
