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Customer Support Services

We encourage you to tell us about your circumstances, so we can work with you to arrange support where possible.

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.


We encourage customers experiencing vulnerability to tell us about their circumstances as quickly as possible, so we can work with them to identify how we can best support them. Where we recognise a customer is in vulnerable circumstances, we'll engage them with sensitivity, dignity, respect and compassion. Once we are in a position to understand their needs, we'll work with them to provide the appropriate levels of care and support.

You can view our Vulnerability Policy by clicking the link below:

Vulnerability Policy

Referral Services

The following list of services are free, confidential and professional, and are designed to give you the support you need. 

Family Violence Policy

Financial Hardship

If you're facing financial hardship, please speak with our consultants. We have a number of options available to support you, including claims settlement options, and premium payment frequency and timing options.

If you need help call us on 13 27 22.

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 get in touch with us to provide yours. 

Explaining Insurance

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.

Before buying insurance issued by RACT Insurance Pty Ltd (ABN 96 068 167 804, AFS licence 229 076) you should read the Product Disclosure Statement (PDS) which you can find along with the Target Market Determination (TMD) on our Insurance Documents page.