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Dealing with RACT Insurance

Insurance Council Code of Practice

RACT Insurance is a signatory to the Code of Practice.  To find out about the Code, view the Insurance Council's website.

Lodge a complaint about an insurance matter

We are committed to providing outstanding customer service, products and facilities. If you believe that we have not delivered in any one particular area we would like to hear your comments.

Complaints are an important part of maintaining and improving our standards. If you have any complaints regarding service or products, please contact the people who provided your initial service.

 

Claims
Attn: RACT Insurance Claims Complaints
Email: claimssupervisors@ract.com.au
Phone: 13 27 22 (toll free number in Tasmania) or 1800 005 677 (outside Tasmania)
Fax: to (03) 6231 9034
Mail: to the following postage-paid address:
RACT Insurance Claims
Reply Paid 1292
HOBART TAS 7001

 

Sales and other matters
Attn: RACT Insurance Complaints
Email: racticompliance@ract.com.au
Phone: 13 27 22 (toll free number in Tasmania) or 1800 005 677 (outside Tasmania)
Fax:  to (03) 6231 9034
Mail:  to the following postage-paid address:
RACT Insurance Complaints
Reply Paid 1292
HOBART TAS 7001

 

If your complaint is not resolved to your satisfaction you can request that the matter be referred to our Internal Dispute Resolution (IDR) process.  IDR reviewers have the skills and authority to review the decision, and have had no previous involvement with the issue you are trying to resolve.

 

Attn: RACT Insurance Internal Dispute Resolution
Email: racticompliance@ract.com.au
Phone: 13 27 22 (toll free number in Tasmania) or 1800 005 677 (outside Tasmania)
Fax: to (03) 6231 9034
Mail: to the following postage-paid address:
RACT Insurance
Internal Dispute Resolution
Reply Paid 1292
HOBART TAS 7001

 

External Dispute Resolution (EDR)

We hold membership with the following ASIC approved External Dispute Resolution Scheme that covers the services and products offered by us.

 

Financial Ombudsman Service- General Insurance

The Financial Ombudsman Service (FOS) is an independent organisation offering free and accessible dispute resolution services to financial services consumers across Australia.

Decisions by the Financial Ombudsman Service up to a certain amount are binding on us, however you are not bound by their decision and if you wish, you may take up the matter through other means.

You can contact the Financial Ombudsman Service by:

Online: www.fos.org.au
Email: info@fos.org.au
Phone: 1300 78 08 08 (cost of a local call)
Fax: (03) 9613 6399
Mail: Write to the following address:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001

Privacy

We are committed to protecting your privacy as we conduct our business with you in accordance with the "Australian Privacy Principles" as required under the Privacy Act 1988.

View our Privacy Policy

View our Privacy Statement

View our Website Usage Policy

 

Lodge a complaint about a Privacy matter

If you believe that we have not protected your personal information as set out in our privacy policy, let us know by contacting the person you dealt with as they may be able to resolve the complaint for you.  If your complaint is not resolved to your satisfaction you can refer the matter to our Internal Dispute Resolution (IDR) process in any of the following ways:


Telephoning: 13 27 22 and requesting the RACT Insurance Compliance Manager
Writing: Compliance Manager, RACT Insurance, GPO Box 1292, HOBART, TAS, 7001
Email: racticompliance@ract.com.au


If you are not satisfied with the result of our IDR process, you can refer your complaint to the Financial Ombudsman Service (as set out above) or to the Office of the Australian Information Commissioner (OAIC) as follows:


Director of Compliance
Office of the Australian Information Commissioner
GPO Box 5218
SYDNEY, NSW, 2001
www.oaic.gov.au

 

Need to know more?

View the Financial Services Guide

Need help understanding your insurance?  www.understandinsurance.com.au

 

Other feedback?

Customer Relations Form​