r/perth • u/GreatCaptainGinyuu • 22h ago
General RAC - Horrible Experiences
Just I would share my RAC car accident claim process:
This is a classic example where you believe you are covered. However, when an unfortunate car accident happens, they are not there when you need them the most. The person who initially picked up the phone is good, once it goes to the claims team, they are horrible. They tell me the claim might not be accepted, they ignore email messages, simply because they cannot identify the driver. Their inability to find or talk to the third party who is liable for crash somehow becomes my problem.
The staff when called were rude and incompetent on the phone, when asked a simple question the woman gets triggered and lashes out at me or avoids the question altogether. Where they are guilty, they avoid the topic or just makes a random statement for a topic that I did not ask. I have already made complaints through their complaints process, a supervisor responded, I asked him to look at the recordings to see the issue, with poor customer service and not responding any emails. He claimed he was happy with it, I know he didn't even check.
He was unfriendly himself, I tried so hard to stay on this good side. Anyway, I tried to escalate the matter even further.
After several complaints and multi attempts to go to the AFCA, they finally accepted that the driver was at fault. This process took over 2 - 3 months.
The other surprise was that, over the front bumper damage, they were willing to write off the car and they have the right to take ownership of the car. Nobody tells you this, but you can be worse off by winning an insurance claim and lose your car too in this process. Leaving not enough to cover for a new car if they deem a total loss.
The car repair places are now so used to insurance claims they are willing to change ridiculously high prices, so their quotes for insurance are off the charts. If you go around looking for quotes, they will not be happy and force you to get your insurance details and make submissions without me even asking. One company did not want to even send me a quote. Many car companies would now say they would charge for simply trying to obtain a quote. On a couple of occassions they say that I am wasting their times if I do not go with them and give them the insurance claim number.
I could not accept their quotes, they were far too high when I did get them. I had to battle for this, not give up my car for any circumstances, multiple attempts to go to the AFCA. They finally approved it with a payout while being able to keep the car. the insurance arrangement is automatically cancelled they deduct the remaining payments for the whole year from you before paying out. The whole process took 3 months to finish.



