Insurance help & FAQs
Frequently asked questions
General
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Do I need insurance?
There are different types of insurance cover, so make sure to assess what’s right for you. Insurance can protect you from financial loss if, for example, your car or home and/or its contents are damaged, destroyed or stolen. It can also cover you if your actions cause damage to another person or another person’s property. So, if you don’t have insurance, the cost of replacement or fixing damages could be substantial. Even if you think your car, home or possessions aren’t worth much, it’s important to consider the cost to repair or replace someone else’s property.
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What is a Product Disclosure Statement (PDS)?
A PDS contains important information to give you a better understanding of the details, terms and conditions of an insurance policy. To ensure the product you are buying is right for you, please read the PDS before taking out a policy.
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What's an excess?
If you make a claim, you may need to pay us an amount towards the claim. The amount you pay us is an excess.
There are different types of excesses which may apply to your claim including basic excess and other additional excesses. These are shown in your quote summary and on your Certificate of Insurance documents.
In the case of building repairs, any applicable excess needs to be paid to the repairer before work can commence. In some cases, the excess will be deducted from the amount we pay you under the claim.
For more information on excesses, refer to the relevant Product Disclosure Statement for your policy.
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Are discounts available for policy holders?
We offer a multi-policy discount if you hold at least three RAA insurance policies in the same name (excluding travel insurance). That means you’ll get 10% off each policy. Plus, we also offer discount when you hold Road Service.
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What’s an insurance rating?
An insurance rating relates to comprehensive insurance. When you take out your policy with us and at renewal, we’ll determine your insurance rating by considering your driving and claims history with us or a previous insurer. For each year of your driving history that you don’t have a claim, your insurance rating will move up until you reach a rating 1. Once you’re a rating 1, you keep this for life with RAA at no extra cost, regardless of any future claims.
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How does RAA create, improve and sell their insurance products?
We make sure our insurance products, like car insurance policies, are suitable for the customers they’re meant for. We do this by considering these customers when creating and selling these products. Read our Insurance Development and Distribution Policy.
Claims
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How do I lodge a claim?
You can lodge your claim online through the My Account portal if you have Comprehensive Car Insurance or a Home and/or Contents insurance policy. For any other insurance claim, you can call us on 8202 4575. All claims are handled right here in SA and you’ll always talk to a local.
Managing your policy
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Can I change my excess?
Yes, you can change your Basic Excess at any time. Keep in mind that it may affect your premium.
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Do any fees apply if I cancel my insurance policy?
No. If you’ve paid in full we’ll refund the balance for the remainder of that policy year (above $20). If you pay by direct debit we’ll stop taking payments before the next one is due; however, we won’t refund the partial amount for the month the policy is cancelled.
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Do I have to pay my insurance premium in a lump sum?
We have lots of payment options to make it easier for you to manage the payment of your insurance premium. We offer monthly direct debit from a credit card or bank account for no extra cost.
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I’ve recently been contacted about a remediation program. Where can I find more information?
We’re here to help you – our valued members - understand the findings of a recent insurance review and how it may affect you.
We understand you might have questions, and we want to ensure we answer these as best we can. We’ll be updating this remediation webpage regularly to keep you informed along the way.
Feedback and suggestions
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How can I discuss my policy with RAA?
You can call us Monday to Friday from 8am–6pm, or on Saturday from 9am–noon. You can also use the links below to send us an email and we’ll be in touch as soon as we can. Otherwise, use the Find an RAA Shop page to find your nearest Shop and view its opening hours.
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How do I make a complaint?
We want you to be happy with your insurance. If you have a complaint or dispute and are unhappy with something to do with your policy or our service, we would love to hear from you. Find out how to make a complaint and read our process.
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How can I report insurance fraud?
If you suspect an RAA member or supplier of committing insurance fraud, we want to know.
To make a report:
- Call us on 8202 4780 (Monday to Friday, 8.30am to 5pm, voicemail available outside hours)
- Email us at ClaimsInvestigations@raa.com.au
- Mail our Insurance Fraud & Investigations Team via GPO Box 1499, Adelaide SA 5001
Include the following information:
- The person’s full name, address and contact details (if known)
- A description of the incident (including the claim number if known)
- Your contact information
We treat all reports and information provided to us confidentially and in accordance with our Privacy Policy. We may contact you for further information. You can make an anonymous report, but it may limit our investigation if we can’t contact you for further information. Also note that information you provide in an anonymous report could reveal your identity through the investigation process.
By making a report, you authorise RAA to collect and investigate the information. We won’t provide you updates or results of our investigation.
