Customer Assistance

We want to make sure you have easy access to all of the support services available to you.

We also want you to have an excellent customer experience with us. So, if we've fallen short of your expectations, we want to know about it. This way we can try and fix the problem. 

Referral Services

Many of our members may be feeling vulnerable at the moment. The following list of services are free, confidential and professional, and are designed to give you the support you need. 

  • Domestic and family violence

    1800 RESPECT - National family violence and sexual assault counselling line.

    Phone: 1800 737 732 (24/7)

    Local Support (Tasmania) Family Response and Referral Line

    Phone: 1800 633 937

    Relationships Australia - Provides support groups and counselling on relationships, and for abusive and abused partners.

    Phone: 1300 364 277

    Aboriginal Family Domestic Violence Hotline - Victims Services has a dedicated contact line for Aboriginal victims of crime who would like information on victims' rights, how to access counselling and financial assistance.

    Phone: 1800 019 123

    Support for children

    Child Protection Helpline

    Phone: 132 111

    Kids Helpline - Free, private and confidential, telephone and online counselling service specifically for young people aged between 5 and 25 in Australia.

    Phone: 1800 551 800

    Australian Childhood Foundation - Counselling for children and young people affected by abuse.

    Phone: 1800 176 453 or 03 9874 3922

    Legal and Financial Support

    Legal Aid Commission of Tasmania

    Phone: 1300 366 611

     

  • Road trauma support

    Road Trauma Support Tasmania - A free and confidential counselling service and support for anyone affected by road trauma.

    Phone: 03 6777 6252

    Email: roadtrauma.support@ths.tas.gov.au

  • Money help

    National Debt Helpline - Financial counselling and information for people experiencing financial difficulty to achieve better money management and budget.

    Phone: 1800 007 007 (Monday to Friday 9am to 5pm)

  • Stress and mental health

    Beyond Blue - Over the phone, web and email support to people experiencing anxiety or depression.

    Phone: 1300 224 636 (24/7)

    MensLine - National telephone and online support, information and referral service for men with family and relationship concerns. The service is available from anywhere in Australia and is staffed by professional counsellors experienced in men's issues.

    Phone: 1300 78 99 78 (24/7)

  • Life and crisis support

    Lifeline - National charity providing all Australians experiencing a personal crisis with access to 24/7 crisis support and suicide prevention services.

    Phone: 13 11 14 (24/7)

    QLife - National telephone and web based counselling, referrals and support groups for LGBTIQ people and their families.

    Phone: 1800 184 527 (Seven days, 3pm to midnight)

  • Addiction

    Counselling Online - Free counselling for alcohol or drug use or anyone concerned with use by a family member or friend. Referrals to state based services.

    Gambling Help Online - Counselling, information and support for gamblers, as well as their partners and families.

    Phone: 1800 858 858 (24/7)

Family Violence Policy

  • RACTI Family Violence Policy

    If you are experiencing family violence:

    • Call 000 if you're in immediate danger.
    • To access 24/7 counselling and support call 1800 RESPECT or visit them online.

    The referral services above provide additional contacts for services to assist those experiencing family violence.

    Training

    All customer facing staff have been provided with training that enables them to:

    • Be aware of and locate our policies and procedures for engaging with someone experiencing family violence.
    • Identify customers affected by family violence.
    • Appropriately and sensitively deal with customers affected by family violence.
    • Apply this family violence policy and procedures.

    Protecting private and confidential information

    We understand that privacy and confidentiality can be critical to safety in any domestic and family violence situation and will take care to protect your personal information in line with our Privacy Policy.

    We have contracts in place with service suppliers acting on our behalf (such as loss assessors, investigators and service providers conducting repairs). The contract has provisions to ensure that service suppliers protect customers private and confidential information in accordance with Australian privacy laws.

    Service suppliers appointed by us and acting on our behalf (who enter your home), will be provided with the information necessary to be able to complete the services on our behalf; and to ensure that they can:

    • Comply with our Vulnerability/Family Violence Policies and Procedures when providing services to you.
    • Be warned if they may be putting themselves in danger.

    Depending on your personal circumstances, we can help you:

    • Change your policy details to help you protect the security of your information, however please note if your policy remains a joint policy, policy information will still be available to the co-insured.
    • Change arrangements for sending documents to you. For example, we can send information to an email address or we can arrange for you to collect information from one of our branches.

    Minimising the number of times the customer has to disclose

    We understand how difficult it is to discuss family violence with us and we will attempt to minimise the need for you to have to repeat your situation when dealing with us.

    Insurance claims, handled with empathy and care

    Insurance staff:

    • Will clearly, empathetically and transparently explain the claims process.
    • Will ensure that the claims assessment process takes into account an insureds situation in relation to:
      • Allowing additional time for insureds to respond to our requests.
      • Limiting our requests for information.
      • Not requiring the customer to make contact with the perpetrator or report the perpetrator to police before the claim can be assessed..
    • (Or anyone acting on our behalf) who interview or undertake investigations will be appropriately trained under the investigations standards of the Code.
    • May need to disclose limited information about the family violence situation to trades/repairers who need to attend a property and could be entering a dangerous environment.
    • Undertake appropriate checks to ensure that claims are paid to the appropriate person.
    • Determine if the customer is also suffering from financial hardship. If so, we ensure that the financial hardship process is appropriately tailored to address family violence situations including:
      • Application for financial hardship - only requires consent from one of the policy holders.
      • Minimising information and documents the insured needs to provide.
      • Not referring customers onto debt collection services - when we become aware that family violence is involved, we will consider the risks involved before attempting to recover debts involving family violence.

    During a major disaster we, where appropriate, will utilise the services of qualified counsellors to assist claims employees in interacting with customers affected by the event. Those counsellors can also help identify issues of violence, financial hardship and mental health.

    Supporting employees who are affected by family violence or who experience vicarious trauma after dealing with customers affected by family violence

    We recognise that our employees sometimes face violence and abuse in their personal life. We aim to provide a safe and supportive working environment in which victims of domestic and family violence can come forward for help and support.

    Employees experiencing domestic and family violence (or who experience vicarious trauma after supporting customers who are affected by family violence) have access to a range of support measures, including:

    • Counselling.
    • Flexible working arrangements.
    • Time off work.

Financial Hardship

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 instalment plans or arranging instalments for excess payments.
  • Applications of discounts or waiving of obligations for short periods of time.

If you need help call us on 13 27 22.

COVID-19 restrictions:

  • My shack, my investment property or my home will 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 it's important that you call us on 13 27 22.

  • Do I have to tell you that I'm working from home?
    If you normally work outside your home and are now working from home, and no one visits your home as part of your work, you don't have to tell us.

How to make a complaint

Please follow the process outlined in our Complaints Handling Guide so we can resolve your concerns as quickly and fairly as possible. 

General feedback

Your feedback is important, as it helps us improve our standards.

You can leave feedback for us on our contact page.

Further reading

Insurance can be confusing. That's why we like the Understand Insurance website, an initiative of the Insurance Council of Australia. It provides you with practical information to help you find out more about insurance and make decisions that meet your needs.

General Insurance Code of Practice

RACT Insurance subscribes to the General Insurance Code of Practice (Code).

The Code outlines minimum standards of service that you should expect from insurers that have adopted the Code.

The standards covered by the Code are customer centric with the aim of delivering good consumer outcomes by setting industry standards above those mandated by the law. Those standards cover us, our Distributors and Suppliers, buying and renewing insurance, claims handling, supporting customers experiencing vulnerabilities and complaints handling. 

For more information on the General Insurance Code of Practice visit the code website or download a copy of the code here.