Important information

Customers can get a quotemake a claim or manage their policy online 24/7, or call 13 27 22 Monday to Friday 8am to 5.30pm. Branches are currently closed but our call centre and claims staff are still operating.

Our community response package

Customer hardship assistance

We understand the impact the COVID-19 pandemic is having on our communities and want to reassure customers that we have a range of measures in place to support people experiencing difficulties.

If you're facing financial hardship, please speak with our consultants. We have a number of options available to support you, such as:

  • Placing payments on hold or rescheduling payments.
  • Reviewing what’s in your policy.
  • Looking for opportunities to reduce your premium .
  • Creating payment flexibility including instalments plans or arranging instalments for excess payments.
  • Applications of discounts or waiving of obligations for short periods of time

We are all going through this together; if you need help call us on 13 27 22.

COVID-19 Community Support Fund

To help our communities stay strong through this unprecedented time we've created a special $100,000 COVID-19 Community Support Fund, aimed at helping groups facing difficulty due to the pandemic.

The Fund will provide grants of up to $5000 to support projects which build resilience and support a community groups ability to rebound post COVID-19, as well as to cover fixed costs ongoing despite operations being restricted. The Fund opens for applications on Tuesday 14 April 2020. 

More information and instruction on how to apply are available on our Community Fund page.

Supplier / Business partner support

RACT Insurance will support our trusted partners and the many small businesses we work with on a daily basis by committing to immediate payment terms for invoices of our preferred repairers and suppliers. We will also ensure we keep providing work for our local small businesses, repairers, suppliers and trades.

Common questions

  • I’ve lost my job and can’t afford to pay my insurance premium. What can I do?
    Ensuring that your assets remain covered is critical. If you are experiencing hardship call us on 13 27 22 to discuss how we can help. Calling us before payments are due will help avoid bank dishonour fees.
  • My shack, investment property, or my home will now be unoccupied for an extended period. What do I need to do?

    If your home is, or is likely to be, unoccupied for more than 60 days its important that you call us on 13 27 22.

  • Do I have to tell you that I’m working from home due to COVID-19?

    If you normally work outside your home and are now working from home due to COVID-19, and no one visits your home as part of your work, you don’t have to tell us.
  • Can I still lodge a claim?
    Our claims lodgement process is unaffected. Visit the Member Hub to lodge a claim online or call 13 27 22.
  • I have a claim already lodged. Will it's progress be affected?
    Claims are being processed as normal; however, we have implemented strict measures to ensure we comply with COVID-19 requirements when attending customers homes. For updates on the progress of your claim, call 13 27 22.
  • COVID-19 is creating many challenges for me and my family. What can I do to get more information?
    We're here to help. Our Call centre is unaffected and can be called between 8am and 5.30pm weekdays on 13 27 22.

We're here to help