Insurance Claims

Making a claim with us is quick and easy. With options to claim online or over the phone, we're here to guide you through the process so you can get back on track.

    How to make a claim

    It can be a stressful time, so we're here to guide you through the process.

    Or call 13 27 22 for all other claims.

    What happens next?

    • Car claim

      Making your claim

      We may ask you for the following info:

      • Your policy number, name, address & phone number.
      • The name, address & phone number of the driver and any other people involved.
      • The registration number of the vehicles involved.
      • Details of the incident such as date, time and location.


      Managing and settling your claim

      • We’ll manage the repair process – we may assess your vehicle OR direct you to one of our network repairers.
      • You may need to pay an excess before we settle your claim. We'll tell you if you need to do this when you lodge your claim.
      • If we assess your vehicle to be a total loss, we’ll deduct any applicable expenses and outstanding premium from the car’s agreed value on your policy schedule.



      • Emergency repairs - You may spend up to $500 on emergency repairs without our authorisation and we’ll cover it.
      • Towing your car - We’ll pay to get your car home or to the nearest repairer if it’s damaged, or stolen and recovered in a damaged condition.
      • Hire car - We’ll cover a hire car for up to 14 days if your car is stolen, or if you selected this as an additional option on your policy. Check with us on 13 27 22.
    • Home claim

      Making your claim

      We may ask you for the following info:

      • Your policy number, name, address & phone number.
      • Details of the incident including any loss or damage to your home, contents or portable items.
      • Photos of the damage.
      • Proof of ownership (such as receipts, photos, credit cards and/or bank statements).


      Managing and settling your claim

      Your claims consultant will advise you of the next steps to complete your claim. This may include the appointment of an assessor or tradesperson, or repairing or replacing your damaged items.

      Your policy will be subject to an excess that you need to pay before we can settle the claim.



      • Temporary accommodation - If you can’t stay in your home as a result of an insured event, we’ll cover temporary accommodation costs.
      • New for old - When we replace your contents or rebuild your home, we will do so on a 'new-for-old' basis.
      • Guaranteed repairs - We guarantee repairs arranged and authorised by us, for as long as you own your home.  

    Common Questions

    • Can I choose my own repairer?

      We'll appoint one of our network repairers. These are trusted local businesses who will have you back on the road as soon as possible. Plus, their repairs are guaranteed for as long as you own the vehicle.

    • What if I'm approached by others involved in the accident?

      We'll deal with any parties involved and their insurers. If you receive any calls or correspondence, please refer them to us.

    • Will I have to pay an excess?

      In some circumstances you may not need to pay an excess. We'll discuss any applicable excesses with you when you make your claim.

    For full details about what is and isn't covered, take a look at your PDS.

    RACT Insurance Pty Ltd, ABN 96 068 167 804, AFS Licence 229 076, is the insurer.