Frequently asked questions - Motor
How do I make a claim?
We’re here to make the claims process as simple and stress-free as possible. If you’re involved in a car crash, follow our helpful tips on what to do and the information to collect after a crash and the steps below to get started.
1. Avoid taking responsibility
Do not admit fault, negotiate, or attempt to settle any claim without our consent.
If your vehicle is not safe to drive after the incident, do not use it until it has been inspected and repaired by a licensed repairer.
2. Lodge your claim
You can make a claim by:
Calling us on 13 27 22, or
In some cases, lodging a claim online
Each claim must relate to a single incident. If more than one incident has occurred, you’ll need to lodge a separate claim for each, and an excess may apply to each claim.
3. What happens next
Once your claim is lodged, we’ll guide you through the process. This may include:
Assessing the damage
Investigating the incident
Requesting additional information or documents
We’ll manage the claim for you, including handling, settling, or defending any covered claims made against you.
If you need help at any stage, our team is here to support you.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
How will my claim be settled?
If your claim is accepted, we will decide (acting reasonably and considering your preference) how to settle your claim. This may include:
Repairing your car
Declaring your car a total loss
Paying a cash amount to cover repairs (subject to policy limits)
Your level of cover matters:
Comprehensive cover: We will pay up to the agreed value shown on your policy schedule.
Third Party Property Damage or Third Party Fire & Theft: The maximum payment we will make or be liable for is the market value of the car or $5,000, whichever is lesser.
We will deduct any applicable excesses and any unpaid premium (including any unpaid instalments for the period of insurance) from our payment.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
What will happen if my car is not driveable?
Towing and Storage costs
This applies if you have a Comprehensive, Third Party Property Damage (damage by an uninsured driver claim) or Third Party Fire and Theft (damage by an uninsured driver claim and fire and theft
claim) policy.
We will pay for towing your car to, from, and storing it at the nearest suitable location (such as a repairer approved by us, or a salvage yard) for safekeeping, if your car is damaged and cannot be safely driven after an insured event covered by this policy.
You can call us on 13 27 22 24/7 for emergency assistance if you need to lodge a claim.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
What is an excess and when do I have to pay it?
What is an excess?
An excess is the amount you contribute towards a claim. The excesses that apply to your policy are listed on your policy schedule.
When do you have to pay an excess?
You’ll need to pay any applicable excess for each claim. The amount will depend on:
The type of incident
Your policy terms
Who was driving at the time
The specific circumstances of the claim
Types of excess
Depending on your policy, one or more of the following may apply:
Basic excess: Applies to all claims
Driver age excess (listed or unlisted): May apply based on the driver’s age and whether they are listed on your policy
Additional excess: May apply for specific risks or conditions noted on your policy
Paying your excess
You don’t need to pay your excess when you lodge your claim
We’ll let you know how and when to pay
The excess must be paid before your claim is finalized
Important: if you are experiencing financial hardship, please contact us to discuss how we may be able to assist. This could include deducting the excess from the amount to be paid under the claim or we could arrange a payment plan for you.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
Where do I go if I have been booked in for an assessment of my car?
We'll advise you of the location when an assessment booking is made. Our two assessment centres are as follows (we may use other locations):
Hobart - Please bring your vehicle to the RACT building on the corner of Murray and Patrick Street. Our assessment area is in the basement car park (access off Patrick Street). You'll notice a sign at the entrance of the car park that says "Claim Assessments".
If the assessor is not there to greet you, please notify our assessing team by using the phone in the assessment area.
Please note that the maximum height restriction on the entry roller door to the basement for the Hobart assessment bays is only 2.4m High.
Launceston - Please bring your vehicle to our assessment area which is located on the corner of York and George Street. Park your car in the allocated car port which is clearly labelled "Claim Assessments".
If the assessor is not there to greet you, please make your way into the branch and notify us.
Does RACT have preferred repairers?
We have preferred repairers who we have approved for completing repairs. We monitor our repairers (including customer feedback) for quality of workmanship and customer service, for this reason, when you make a claim, we choose your repairer. If you have questions regarding this, please contact us.
Are my repairs guaranteed?
Yes. We guarantee the quality of repairs we authorise for as long as you own your car. If there’s a problem caused by faulty materials or workmanship, we’ll fix it.
If further repairs are needed and we arranged the original repairer, we can also organise a hire car and cover reasonable costs.
Please note: This guarantee does not apply to:
General wear and tear
Repairs you arranged yourself using a cash settlement
Repairs completed without our approval
This guarantee applies only to you and not to third parties.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
What happens if my car is a total loss (see below for new cars)?
If your car is declared a total loss, what you receive depends on your level of cover:
Comprehensive cover
We will pay up to the agreed value shown on your policy
Any excesses and unpaid premiums will be deducted
Your car, including any modifications and accessories, becomes our property
Third Party Property Damage or Fire & Theft
We will pay the market value or $5,000 whichever is lesser
Any excesses and unpaid premiums will be deducted
your car including any modifications and accessories becomes our property, unless you ask to keep it and we agree, in which case we will be entitled to ask you to pay us its estimated salvage value.
For all policies we will deduct any applicable excesses and any unpaid premium (including
any unpaid instalments for the period of insurance) from our payment.
If your car is being used as security for a loan, we may use part or all of your claim payment to first pay in full any sum owed to a financier. If we do this:
we will pay any remaining balance to you; and
our obligation to pay your claim under this policy is fully discharged.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
What happens if my new car is a total loss?
If you have Comprehensive cover and your new car is a total loss, we may replace it with a new one.
This applies if:
You bought the car new (or as a demonstrator from a licensed dealer)
It’s used for private purposes
Less than two years have passed since the car was first registered
The loss is an insured event covered by your policy
What we’ll do:
Replace your car with a new one of the same make and model (if available in Australia)
Include the same modifications or accessories
Cover on-road costs
If the same model is no longer available, we’ll provide a similar new car with comparable features that is available in Australia.
If your car is less than two years old, is being used as security for a loan and is declared a total loss, we will need to receive written consent from your financier before we can replace your car.
If we replace your car, you must pay any applicable excesses and unpaid premium on your policy. The new car will continue to be covered under your policy for the remainder of the period of insurance.
If you do not want a new car, we will pay you the agreed value as shown on your policy schedule less any excesses and unpaid premium. In this case your policy will come to an end and no refund of premium will be due to you.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
What if I need a hire car?
This applies only if you have a Comprehensive policy.
Hire car conditions
We will arrange and pay for a hire car through one of our providers.
You are responsible for all running costs and any extra expenses of the hire car,
including:
any deposit required by the hire car company; and
any additional days outside of the authorised hire period.
Hire car after theft
Subject to the Hire car conditions, if you have Comprehensive cover and your car is stolen, we’ll provide a small category hire car for up to 14 days.
Hire car after a not-at-fault accident
If you have Comprehensive cover, we’ll provide a small category hire car for up to 14 days if:
You’re involved in an accident caused entirely by another driver
Your claim is covered
You can provide details of the at-fault driver (e.g. name, address, registration)
Your car can’t be safely driven or is being repaired
Optional 30 day hire car
This optional cover is an additional cost and if selected will be shown on your policy schedule.
If you have this option we will provide you with a small category hire car and pay the rental fee for up to 30 days where your claim is covered by the policy and your car cannot be safely driven or is in for repairs.
This option applies in addition to any other hire car you may be entitled to.
It can apply to other types of claims, not just theft or not-at-fault accidents
When the hire car must be returned
You’ll need to return the hire car as soon as reasonably possible when:
Your car is repaired or recovered
The maximum hire period is reached
You receive a cash settlement
Your car is declared a total loss and paid
You receive a replacement car
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
Can I request confirmation of a claim transaction?
A Transaction Statement (or Confirmation of Transactions as it is also called) is available to you at the end of completion of your claim if you request it. You may request the statement at any stage of your claim by calling us 13 27 22 and we will send it to you once your claim is complete.
What do I need to know about cash settlements?
A cash settlement is when we pay you money instead of arranging repairs.
How much will be paid?
If you request a cash settlement:
We’ll pay what it would have cost us to repair your car (within policy limits)
If we offer a cash settlement:
We’ll pay a reasonable cost to repair your car (within policy limits)
Any applicable excesses and unpaid premiums will be deducted from the amount
Why might a cash settlement be offered?
Common reasons include:
You don’t want your car repaired
You want to use a repairer we can’t directly authorise
Other things to know
If your car’s condition before the incident prevents us from repairing it, we may:
Ask you to contribute to repair costs, or
Offer a cash settlement instead
Important things to know
If your car is financed, we may use part or all of your claim payment to pay the lender first. If this happens, any remaining amount will be paid to you.
If you receive a cash settlement, you’re responsible for arranging and paying for your own repairs. We don’t guarantee the quality, cost, or timing of these repairs.
You must keep your car in a safe and roadworthy condition at all times. This includes:
Fixing any damage that could make the car unsafe
Letting us know about any existing damage when your policy starts
Delays in repairs may lead to further damage. Any additional costs may be your responsibility.
After major events (like natural disasters), repair costs may increase and repair times may be longer due to high demand.
If you have any questions about your policy or the claims process, please contact us — we’re here to help.
What happens if I have a complaint about the cash settlement?
If you are dissatisfied with any aspect of your policy or the service, we have provided (including the cash settlement) we have a complaints process which you can access.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
What should I do if my car isn’t damaged, but I’ve caused damage to someone else’s vehicle or property?
You may choose to lodge a claim in line with your policy terms and conditions. All our car insurance options, Comprehensive car including Third Party Property Damage and Third Party Fire and Theft cover, loss or damage to another person’s vehicle or property. Please refer to the PDS for details on conditions, limits and exclusions.
Does an excess apply for windscreen replacement?
This applies only if you have a Comprehensive policy.
RACT Comprehensive Car policy includes cover for your windscreen, sunroof, or window glass replacement as part of the standard cover;
If you have selected the Optional no excess windscreen and glass for an additional cost, with this optional cover in place, if the only damage to your vehicle is to the windscreen, sunroof, or window glass, we will cover the repair or replacement without requiring you to pay an excess.
If you have not selected this option, an excess applies.
For full details about your cover, including what is and isn’t included, please refer to your Product Disclosure Statement (PDS) and your policy schedule.
How is liability determined in a claim?
When you lodge a motor claim, we assess who is liable as part of the process. We may ask you to provide evidence such as photos, videos, statements, or a police report.
We review all available information to understand what happened. liability is determined based on each driver’s actions, including whether road rules were followed.
The outcome may find one party fully liable, or the responsibility may be shared between those involved.
How do I make a complaint?
If you are dissatisfied with any aspect of the service, we have provided, you can access our complaints process information here.
Frequently asked questions - Home
What do I need to make a 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).
How will my claim be managed?
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.
How will my claim be settled?
When your home has been damaged and the damage is covered by your policy, at our option we will:
Repair your home.
Rebuild your home; or
Pay you a cash settlement to repair or rebuild your home.
Further information on how we settle your claim and your policy coverage is available in the Home, Contents and Portable Items Insurance Product Disclosure Statement.
Am I entitled to temporary accommodation?
With a Home Policy, we cover the reasonable additional accommodation expenses which you actually incur when you cannot live in your home due to loss or damage to your home caused by an insured event (reasonable expenses will include expenses for accommodation suitable to your circumstances, for example number of people in the home and the likely timeframe required).
We will also pay for:
redirection of mail;
utility connections;
bond payments, however any amount we pay in bond is recoverable by us from you. We may deduct this amount from any amount we pay to you;
temporary accommodation for your domestic pets in a commercial boarding establishment for the same period that we pay for your temporary accommodation;
relocation of contents to the temporary accommodation and then back to your home when it is liveable;
storage of undamaged contents which will not fit in the temporary accommodation.
This cover is limited to up to 10% of the sum insured and exclusions apply which are set out in the Home, Contents and Portable Items Insurance Product Disclosure Statement.
What does it mean if my claim is under review?
When a claim is lodged, we may need additional information to determine if the damage or incident is covered by the terms and conditions of your insurance policy.
Additional information we may request or arrange:
Evidence of ownership/invoices/ quotes/photos
Expert report (s) from a builder/plumber/ investigator/police/engineers or other specialists and trades
An assessor to attend the site and provide a report
This information will then assist us to assess your claim.
We will notify you once all relevant information is received whether your claim falls within the policy terms and conditions. If we discover information that changes the claim coverage, we will contact you to discuss.
Are my repairs guaranteed?
This guarantee applies whilst you own your home, contents or portable items.
When we repair your home, contents or portable items, we guarantee the quality of materials and workmanship of repairs where we have authorised, arranged and paid the repairer directly for the repairs for the guarantee period.
We will rectify any defect arising from the repair where we have authorised, arranged and paid the repairer directly for the repair, but only if we consider the defective repair was caused by faulty or incorrect materials or poor-quality workmanship. It is a condition of our guarantee that we decide who will undertake the rectification work.
Where we are satisfied that the repair requires rectification and because of that you need temporary accommodation over and above what we would provide to you in your policy, then we will arrange this for you and cover the reasonable costs of that accommodation.
This guarantee does not apply to:
loss, damage or failure of any electrical or mechanical appliances or machines;
wear and tear consistent with normal gradual deterioration of your home, contents or portable items, such as paint, furniture and furnishings fading;
repairs you authorise or make yourself;
subsequent alterations, modifications or renovations you authorise or make yourself to the materials and workmanship authorised, arranged and paid for by us, following a claim we agree is covered by your policy.
a failure to maintain or take reasonable care of any item repaired whether it be your home, contents, or portable items.
What is an excess and when do I have to pay it?
An excess is the amount you must contribute towards each claim. The excesses we apply are:
Standard Excess - There are a number of standard excess options. You have the option of a higher standard excess in return for a reduction in your premium on each policy. The excess shown on your current schedule will apply to all claims.
Additional Excess - may be applied when some aspects of the property or owner to be insured fall outside our normal underwriting guidelines. The excess is in addition to any other excesses applicable on your policy.
Earthquake or Tsunami Excess - This excess is in addition to any other excesses applicable to your policy.
The amount and types of excesses that may apply are shown on your current schedule.
You may have to pay more than one excess. The relevant excesses are payable for each claim you make on your policy.
Your excess does not have to be paid at the time of lodging your claim. It will have to be paid before your claim is finalised. We will tell you when your excess is to be paid and how it is to be paid. If you are experiencing financial hardship, please contact us to discuss how we may be able to assist with respect to the payment of excess. This could include the deduction of the amount of the excess from the amount to be paid under the claim, or we can arrange a payment plan for you.
If you make a claim on both your home and your contents policies only one excess applies, the higher standard excess amount is payable.
For full details on excesses, please see the premium and payments guide Insurance Documents – RACT.
Can I request confirmation of a claim transaction?
A Transaction Statement (or Confirmation of Transactions as it is also called) is available to you at the end of completion of your claim if you request it. You may request the statement at any stage of your claim by calling us and we will send it to you once your claim is complete.
How do I make a complaint?
If you are dissatisfied with any aspect of your policy or the service, we have provided, including in settlement of your claim, you can access our complaints process information here.
Is there somewhere I can get further support?
Links to free, confidential, and professional services and that are designed to give you the support you need are also available here.
What do I need to know about cash settlements?
How do cash settlements work?
We will explain the basis for the dollar amount of the cash settlement we are making to settle your insurance claim. The amount we pay may be in response to part, or all your claim.
Why is a cash settlement being paid?
Common reasons for cash settlements include:
You do not wish to rebuild or repair your property.
It would be unsafe to rebuild, or the local council authority will not allow/approve it.
Repairs have already commenced or been conducted by someone else, or when you have directly requested a specific repairer.
We can only partially accept your claim, as your building has pre-existing damages or non-compliant building works or there are maintenance issues that need to be repaired first (by you) before insurance repairs can proceed.
The value of the works exceeds the amount of insurance that you chose to purchase to cover your property.
What important things do I need to know?
There are some important things to keep in mind with cash settlements:
If there is a mortgage over your home, you may wish to consult your bank or other lender about their approach to you receiving a cash settlement. For example: your lender could require the money be used to pay down your mortgage.
You will be responsible for fixing your property and you must arrange and pay for tradespeople (and the quality, cost and timeliness of your repairs will not be guaranteed by us).
If the repairs are not completed, your insurance policy may not protect you against future events until a qualified person has completed the repairs.
Any delay in the repair of your property may bring about additional damage that could increase the cost of repair. This will be your responsibility.
After a natural disaster, there can be greater demand for tradespeople and suppliers. You could find the cost of fixing your property increases, or there might be delays in the time it takes to fix your home. If we finalise your claim within a month of a natural disaster, and you later believe the cash settlement was based on an incorrect assessment of your loss (e.g. you find further damage once repairs have begun), you can request a review of your claims up to 12 months from when we finalised it.
Please contact us if you have any questions about your policy or the cash settlement process.
What happens if I have a complaint about the cash settlement?
If you are dissatisfied with any aspect of your policy or the service we have provided (including about the cash settlement) we have a complaints process which you can access.
What is a scope of works?
What is a scope of works for a home building insurance claim?
The scope of works is a document that plays an important role in us deciding what damage to your property is covered by your insurance policy.
The scope of works is a list of home building repair works for your insurance claim. It can help identify and outline what repair or rebuilding work is needed to fix things. It is used to obtain repair quotes.
Why is a scope of works needed?
We may need to prepare a scope of works when your home building insurance claim is for a higher value, involves major damage, or is otherwise complex to fix because of the need to coordinate multiple trades or contractors.
How do you prepare a scope of works?
Our loss adjuster usually assists with co-ordinating the preparation of the scope of works undertaken by builders and where relevant, with the engagement of engineers/designers. Their assessment to inform the scope of work may be done virtually or by visiting your property to inspect the damage and ask for your information.
What should I expect with the process?
The process for developing a scope of works may vary depending on your insurer and your unique individual circumstances.
Developing a scope of works can involve several discussions, and even the development of several versions before it is complete. This is to make sure it accurately reflects the extent of work required to complete repairs or rebuild your property.
As you best know your property, you can point out subtle damage caused by the event that our loss adjustor (or other person preparing the scope of works) may not otherwise notice when they visit your property.
The initial scope of works may need to be reassessed once repairs have commenced, if new information becomes available about the damage that needs to be fixed.
There may be circumstances when specific repairs are not included in a scope of works. This may be because there is damage to your property that is not covered by your insurance policy.
It is important you take the time to properly understand the scope of works.
How do I find out more?
Feel free to ask us, or our representatives any questions to clarify your understanding. You can also seek independent advice from a qualified builder or tradesperson, or other expert (e.g. a building consultant) about the scope of works.
How do I lodge a complaint about the scope of works?
We have a complaints process. You can contact us if you have a complaint about the scope of works at any time. More information about making a complaint is on our website, including how to access the Australian Financial Complaints Authority if you are unhappy with our response.
These FAQs should be read in conjunction with your policy documents, including the PDS and any SPDS, which you can find with the target market determination on our Insurance Documents page.