racq travel insurance claim

RACQ Travel Insurance

Our verdict: racq offers a variety of travel insurance policies to suit multiple needs and budgets..

In this guide

Summary of RACQ International Premium policy

How does racq travel insurance cover covid-19, what policies does racq offer, here's a breakdown of racq travel insurance features, standard features, optional add-ons, how to make an racq travel insurance claim, here's the bottom line about racq travel insurance, frequently asked questions, request travel insurance quotes and compare policies.

Destinations

• There's no additional premium if you want motorcycle or moped cover on your comprehensive international policy.
• RACQ's premium international policy offers unlimited emergency expenses (within reason).
• While RACQ does cover expenses related to COVID-19, claims have a combined cap of $3,500 (with the exception of medical and funeral).

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Table updated September 2023

RACQ offers a broad range of protection against unexpected costs related to COVID-19, including:

• Overseas medical, hospital and emergency costs.
• Funeral expenses, up to $20,000
• Emergency expenses if you're quarantined due to close contact of a COVID-19 case or your travelling companion is diagnosed with COVID-19.
• Cancellation fees and lost deposits due to any COVID-19 related event outside of your control.
• Additional expenses if your trip is disrupted due to any COVID-19 related event outside of your control.

However, there is a combined cap of $3,500 for all expenses, with the exception of medical hospital, emergency and funeral costs.

There are also some scenarios that are not covered by RACQ, including if you ignored medical advice or knowingly put yourself in contact with someone who had COVID-19.

RACQ offers four international policies - Premium, Standard, Saver, and Annual Multi-Trip. It also offers three domestic travel insurance policies - Domestic, Domestic Cancellation and Rental Car Excess Only.

Annual Multi-Trip

Domestic Cancellation

Rental Car Excess Only

The insurer of this product is Tokio Marine & Nichido. It comes with a cooling-off period of 21 days and choice of $250 standard excess for international plans.

These are some of the main insured events that RACQ will cover. These benefits apply across all international policies.

• Overseas medical treatment
• Lost, damaged or stolen property
• Trip cancellation or amendment
• Additional accommodation and transport
• Theft of money
• Luggage and travel delay
• Kidnap and hijack
• Personal liability
• Accidental death

RACQ also offers two add-on options so you can tailor your policy if required.

• Rental vehicle excess cover. If your rental vehicle is damaged, this benefit will cover the cost of the insurance excess. Does not apply to campervans, motorbikes or scooters.
• Ski and Winter Sports Cover. Cover in case you're injured on the slopes, plus additional risks such as equipment hire, piste closure, and avalanche.
• Cruise Cover Extends your insurance policy to cover cruises, medical treatment on board, and marine evacuation.

Unfortunately, travel insurance doesn't cover everything. Generally, RACQ will not pay your claim if it relates to:

• Unlawful, wreckless or unreasonably unsafe behaviour by you.
• Behaviour while you were drunk or under the influence of drugs
• Expenses related to a pre-existing medical condition, if not listed on your policy
• An act of war, invasion or revolution
• You being unfit to travel or travelling against medical advice
• If you travel to an area despite a Department of Foreign Affairs and Trade (DFAT) has issued a 'DO NOT TRAVEL' advisory being in place
• Childbirth or pregnancy complications before the 26th week of gestation or if you have had previous pregnancy complications
• Any errors, mistakes or omissions in booking arrangements, or failure to obtain the relevant visa, passport or travel documents
• You riding a motorcycle without a current Australian motorcycle licence
• An elective medical or dental treatment , cosmetic procedure or body modification (including tattoos or piercing)
• Self-inflicted injury or illness, suicide or attempted suicide

This is not an exhaustive list. Make sure you review the RACQ PDS for a detailed breakdown of what won't be covered, found under its list of general exclusions .

The quickest way to make your claim is through RACQ's 24/7 online portal. Register with the email address you used to buy your policy, and RACQ will email you with instructions.

Alternatively, you can claim on your RACQ travel insurance policy over the phone, by calling 1300 207 371 or +61 2 8055 1696.

RACQ's Premium international policy offers a great range of benefits, including an impressive $10,000 limit for insolvency, $10 million for legal liability, and unlimited emergency expenses.

Members also enjoy additional perks such as discounted pet boarding, car hire, and even movie tickets.

One of the few drawbacks for RACQ policies is the $3,500 cap on COVID-19 related claims (with the exception of medical, emergency and funeral.) While this may be more than enough for some travellers, it may fall short for others.

If you're still not sure about RACQ, you can compare other travel insurance companies here .

What if I change my mind about RACQ travel insurance?

You have 21 days from the date of issue to change your mind, as long as you haven't started your trip and don't want to make a claim. Just let RACQ know and you'll get a full refund.

Is there an age limit for RACQ travel insurance?

Cover is available to travellers over the age of 18.

Can I get a RACQ travel insurance policy as a non-resident?

Yes, temporary residents over the age of 18 can get a RACQ travel insurance policy. You'll just have to hold a current Australian visa (not a tourist, study or working holiday visa) which will remain valid throughout your entire trip. You'll also need a return ticket, have a primary place of residence in Australia, and you must purchase your policy before you leave Australia.

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Nicola Middlemiss

Nicola Middlemiss is a contributing writer at Finder, with a special interest in personal finance and insurance. Formerly a business and finance journalist, Nicola has written thousands of articles helping Australians better understand insurance and grow their personal wealth. She has contributed to a wide range of publications, including Domain, the Educator, Financy, Fundraising and Philanthropy, Insurance Business, MoneyMag, Mortgage Professional, Yahoo Finance, Your Investment Property, and Wealth Professional. Nicola has a Tier 1 General Insurance (General Advice) certification and a Bachelor's degree from the University of Leeds. See full profile

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RACV Travel Insurance Claims

How to make an RACV Travel Insurance Claim

Thank you for contacting us

Your reference number is

We'll contact you within 72 hours and may ask for this reference number.

Lodge a claim online

The quickest way to lodge an RACV Travel Insurance claim is by using the online claim lodgement which is available 24/7.

Follow these easy steps to lodge your claim online:

• You will first need to register by utilising the email address you used to purchase your policy
• Once registered you will receive an email to guide you to setup your password
• If you have previously registered a claim just login using your email and password
• Once you have logged in, complete your claim details by answering all sections
• Once submitted, your claim will be assessed with 10 working days and the claims team will let you know if they require any further information/documentation from you.

Please contact the claims team on  1300 207 387 and they will happily take your details to lodge a claim and guide you through the claim process.

Register or login .

Travel alerts and policy documents

Travel alerts.

Think carefully before visiting countries with "Do Not Travel" status, as your RACV Travel Insurance won't cover you for these destinations.

• Smart traveller
• Recent travel alerts
• COVID-19 travel advice & FAQs

Review or manage your policy

For full details on how you’re covered, read the RACV Travel Insurance Product Disclosure Statement.

• Find a policy document
• Contact us on 13 13 29

The information provided is general advice only. Before making any decisions please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations . For copies, visit racv.com.au. Royal Automobile Club of Victoria (RACV) Ltd AR 001243563 is an authorised representative of the issuer and receives commission for each policy sold or renewed. RACV Travel Insurance issued by Tokio Marine & Nichido Fire Insurance Co., Ltd ABN 80 000 438 291 AFSL 246 548. Terms & conditions apply, refer to the PDS.

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New vehicles to boost Australia Zoo Rescue Unit’s animal emergency response

RACQ has provided two new vehicles to Wildlife Warriors for the Australia Zoo Rescue Unit, to be used as animal ambulances responding to wildlife emergencies.

With more than 2,000 patients helped by the Rescue Unit in the past 12 months, the new vehicles have been fitted with state-of-the-art medical equipment to transport sick and injured animals to Australia Zoo Wildlife Hospital.

RACQ and Wildlife Warriors are celebrating an incredible 10 years of partnership, and the vehicles will replace those first provided to the global charity in 2014.

RACQ President and Chair Leona Murphy visited the Australia Zoo Wildlife Hospital to celebrate the milestone and see the impact of the rescue vehicles first-hand.

Ms Murphy said the Club was proud of its long-standing partnership with Wildlife Warriors, helping to protect and conserve wildlife.

“At RACQ, we aim to be a force for good. Supporting Queenslanders is at the heart of everything we do, and that includes the State’s wildlife,” she said.  

“We’re extremely proud to provide these vehicles and we know the vital role they play in Wildlife Warriors’ conservation efforts that have an impact on the liveability of our State as a whole.”

RACQ will continue to supply registration, insurance, fuel and maintenance for the vehicles, ensuring the team can rescue injured wildlife as efficiently as possible.

Australia Zoo Wildlife Hospital Veterinarian and Manager Dr Ludo Valenza said they were thankful for RACQ’s continued support.

“The Australia Zoo Rescue Unit is on the road seven days a week responding to different wildlife emergencies. There is no job too big or small when it comes to helping animals,” Dr. Ludo said.

“The Australia Zoo Wildlife Hospital is the busiest of its kind and has treated over 130,000 animals since first opening in 2004.

“Our world-class rehabilitation facility provides the highest quality of treatment and care to every patient admitted, including animals transported to us by the vehicles provided by RACQ.

“Thanks to the support of RACQ and its members, Wildlife Warriors can continue to help beautiful animals, like Nunkerui."

Nunkerui, a sweet koala, is suffering from conjunctivitis, a common symptom of chlamydia.

This disease is tragically affecting koalas in the wild, and the Australia Zoo Wildlife Hospital is providing specialised treatment and around-the-clock care to help Nunkerui.

She will remain in care until she makes a full recovery.

To visit Australia Zoo and see firsthand the amazing work the team do, RACQ members can purchase discounted tickets via RACQ Member Benefits, with a $2 donation from each admission ticket donated to the Wildlife Hospital: Australia Zoo Discount | RACQ

More articles

Related topics.

How to File a Travel Insurance Claim

W hen it comes to travel, there are generally two types of people: people who cannot travel as it is too expensive and those who budget $4,000 per year for vacations, according to Forbes. Travel is costly, so people often purchase travel insurance to safeguard their financial investment from unforeseen events like illnesses, luggage delays, personal emergencies, and more.

When policyholders pay honest money for an insurance policy to offer protection, they want to be able to reap the benefits of the travel insurance claim. If your travel insurance company has denied payment, our tips on how to properly file a travel insurance claim may be helpful.

Why Buy Travelers Insurance?

Travel is generally less stressful with vacation insurance — it is packaged as a wise investment that can protect you against financial losses due to unexpected events. For instance, the U.S. State Department highly recommends international travel trip insurance as Medicare and Medicaid often do not cover overseas medical costs.

The travel insurance premium is relatively small compared to the non-refundable trip costs you could lose in a bad situation. It is particularly worth it if your trip involves non-refundable costs, international travel, or travel to a remote area with limited healthcare facilities or regions prone to natural disasters.

Some of the primary reasons people buy trip insurance are to help offset:

• Emergency medical services and treatment
• Cancellations due to a sudden illness or serious health condition
• Emergency evacuation
• Loss of a friend or family member
• Compromised destinations
• Delayed or lost luggage
• Trip interruption or cancellation

What Is Not Covered By Travel Insurance?

The best insurance policies cover basic and common travel risks and bundle different coverage types related to trip cancellation, medical issues, luggage or trip delays, and more. Travel insurance is not meant to cover all foreseeable events, and every policy will address exclusions differently. Examples of potential limitations are:

• Tropical storms, hurricanes, and other dangerous weather conditions
• Certain medical issues
• Acts of war
• High-risk behavior involving drugs, unlawful acts, or riots
• Government-imposed restrictions

Travel insurance claims submitted without proper documentation or cancellation for reasons not covered by your travel policy are surefire ways to prevent coverage and reimbursement. This is why it is helpful to understand travel insurance coverage properly and take appropriate actions before assuming foul play.

Can You Cancel Travel Insurance and Get a Refund?

Most travel insurance carriers allow refunds, depending on when a policy is canceled and if there is a money-back guarantee. Most insurers ask that the policy be revoked during the review period outlined in the contract terms to qualify for a complete travel insurance refund. If the review period has passed, then policyholders might be eligible for a partial refund or not qualify for one at all.

What To Do if a Travel Insurance Claim Is Denied

If your travel insurance claim submitted for medical reasons, delays, cancellations, or any other reason was denied by your insurer, then remember that you have options. Both denials and rejections may happen for valid as well as unethical reasons. An insurance claim denial is not the end of the road; you can dig deeper to figure out whether you can still be reimbursed under your insurance.

Travel insurance claims are routinely denied when policyholders make common mistakes in their claim forms, or they mistakenly assume their policy covers their specific situation. Good faith denials happen when policyholders do not fill out their travel insurance claim form correctly, do not submit the right documents, or do not include info like contact details for follow-up questions.

In some cases, travel insurance companies may wrongly deny claims and stall the claims process. For instance, they might fail to investigate the claim or conduct proper due diligence. In such scenarios, it is advisable that policyholders adjust and resubmit their insurance claim, appeal the denial, or pursue legal action if insurers continue to illegally hold their payout.

How To Appeal a Travel Insurance Claim: 4 Steps

The travel insurance claim appeal process allows policyholders to ask the insurer to reconsider its decision. When appealing their travel insurance claim, policyholders must:

• Carefully Review the Denial Letter: Review the specific reasons for the denial to determine your next steps. Cross-check the reasons stated with your policy documents, additional emails, and other papers.
• Review Your Policy: Review the terms of your travel insurance policy and pay attention to disclaimers, damage limits, filing time limits, and submission requirements.
• Reach Out for Assistance: After carefully reviewing your policy, if you find the denial letter and policy terms do not line up, contact an insurance legal expert with experience in handling travel insurance claims for help.
• Gather Documentation and Keep Careful Records: Maintain communication records with your insurer, copies of denial letters, and other documentation regarding your claim.

How To Write a Travel Insurance Claim Letter

Sometimes, travelers have to file a trip insurance claim when their vacation does not go according to the plan. A travel insurance claim letter is a formal piece of communication between you and your insurance agency. Its purpose is to ask for reimbursement for covered damages or losses under the travel insurance policy. Therefore, it is important to craft a professional and detailed claim letter to increase your chances of a favorable resolution.

A claim letter should include the following information:

• Introduce Yourself. Include all relevant information of the person appealing (such as the policy number and contact information).
• Address the Denial. Summarize the date you received the letter and why the denial was made. Do not leave out any important details.
• Point Out the Error. Explain why you do not agree with the claims denial, based on your policy and pertinent information.
• Attach Extra Documents. Include all other documents supporting your trip insurance claim, such as photos, additional correspondence, transcripts of phone calls, etc.

How Long Does It Take To Get Reimbursed From Insurance?

Travel insurance companies generally process most claims within a few weeks. Sometimes, the insurance claims process office might have follow-up questions, thereby increasing the time you can expect to hear back. However, if you feel that your insurance claim is taking months to resolve without a proper reason, you should speak to an experienced insurance dispute lawyer. While every situation is different, policyholders should always keep careful and consistent notes as it will help them take informed legal action if necessary.

Travel Insurance Claims Advice on Documentation

You must be thorough with your documentation to enhance your chance of successful recovery. When you file a trip claim, your insurer will more likely refund travel insurance when you include the following information in your claim submission:

• Lost Luggage: Make a list of what was lost, along with the details and cost of each lost item.
• Job Loss: Request that your previous employer send you a notarized letter on company letterhead in the case of a trip cancellation due to job loss.
• Medical Emergency: Include detailed medical records in your claim if a health emergency kept you from traveling.
• Canceled/Delayed Flight: If you could not attend your trip because the flight was canceled or delayed, provide proof such as an email that relays the reasons (mechanical issues, weather, etc.).
• Receipts for Delayed Flights: You might want to keep receipts for necessary expenses incurred due to delays, like hotel stays, transportation costs, meals, and personal necessities.
• Police Reports: These reports can help substantiate claims made for stolen items or car troubles.
• Other Reports: You may include tickets for unused flights or excursions in your insurance claim.

Has a Formal Complaint Been Filed Against the Travel Supplier?

Formal complaints against travel suppliers are helpful in legal cases dealing with similar situations. The Van Rossem v. Penney Travel Service (April 15, 1985) case exemplifies travel insurance gone wrong.

In this case, a newlywed couple arranged a honeymoon trip with travel agent Penney Travel. The agent used a wholesaler, Lotus Tours, to book the reservation without the couple's knowledge. Lotus Tours abruptly went bankrupt before booking the client's reservation with SANDLES, which remained unpaid. When the case came before the court, the judge noted that "an agent who makes the contract in his own name for an undisclosed principal is liable as a principal." Here, the defendant had failed to disclose the identity of Lotus Tours, and so, it was responsible as the principal. The couple had paid $2,059 in advance. The judge awarded them reimbursement of $1,312, plus costs and disbursements.

In another lawsuit, Touhey v. Trans National Travel , a travel agent did not check to see if the hotel a client had booked was duly constructed. The plaintiff-client was awarded $25,000 in special damages because of the mistake.

What Are Bad Faith Insurance Practices?

Bad faith insurance refers to unethical insurance practices used by an insurer to delay, deny, or lowball policyholders. Examples of bad faith insurance practices include:

• Misrepresenting contract language to prevent a payout
• Failing to disclose policy limitations and exclusions to policyholders
• Making unreasonable demands, like excessive paperwork requests to prove a covered loss

Sometimes, only a seasoned insurance dispute lawyer who regularly deals with contract breaches and bad faith claims can identify honest errors from serious red flags and help a policyholder get paid their due.

How to File a Travel Insurance Claim: A Summary

Travelers usually plan their vacations down to the last detail. Travel insurance is a buffer for unplanned curveballs that can derail even the most meticulous plans, such as medical emergencies or misplaced luggage.

Insurance companies are explicit about what travel mishaps or unexpected events they will or will not cover, which is why it is crucial to understand policy limitations and how to properly file a travel insurance claim.

As a final snapshot, the key steps to filing a travel insurance claim include:

• Reviewing policy terms and exclusions.
• Gathering necessary documentation based on submission requirements.
• Submitting your claim according to the insurer's timing and filing guidelines.
• Filing an appeal if an insurance claim is wrongly denied.
• Consulting an experienced insurance dispute lawyer to assist with an intentionally stalled, denied, or undervalued claim.

Travel insurance claims can become challenging, depending on the situation and response from your insurer. When small bumps in the road become permanent roadblocks, it is helpful to know that qualified travel insurance claims attorneys are available to help frustrated policyholders recover their losses. 

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What to know about racq insurance, including customer satisfaction ratings and available discounts..

Fact-checked

Checked for accuracy by our qualified fact-checkers and verifiers. Find out more about fact-checking at CHOICE .

On this page:

Who owns RACQ?

Which types of insurance does racv offer, how satisfied are racq insurance customers, does racq offer insurance discounts, does racq let you claim online or in-app.

The Royal Automobile Club of Queensland, RACQ, provides roadside assistance, motoring services, insurance, banking, travel and solar products. It has over 1.7 million members and was formed in 1905.

Phone: 131 905

Website:   racq.com.au

RACQ is a mutual company and owned by its members. Originally founded to provide advocacy for Queensland's motorists, it started its insurance business in 1971.

Is RACQ Australian-owned? Yes

Is RACQ nonprofit? Yes

Is RACQ listed on the stock exchange (ASX)? No

 Where does RACQ operate?

• Car insurance
• Home and contents insurance
• Contents insurance for renters
• Travel insurance
• Pet insurance

In our customer satisfaction survey, RACQ was rated the best for home insurance and third best for car insurance.

Customer satisfaction with home insurance

Of the RACQ customers we surveyed, 83% rated their experience with home insurance as above average or excellent. Half of RACQ customers rated the insurer as excellent, a third rated it above average, and the rest (17%) rated it average – not one respondent rated RACQ as below average or poor.

Home insurer customer satisfaction

Insurers rated as above average or excellent.

RACQ (Queensland): 83%

RAC (Western Australia): 82%

RACV (Victoria): 79%

RAA* (South Australia): 79%

Suncorp: 77%

Budget Direct: 66%

Allianz: 58%

Woolworths*: 56%

CommBank: 47%.

*There were small sample sizes for RAA (28) and Woolworths (26), so the results for these two insurers are indicative only.

Customer satisfaction with car insurance

Of the RACQ customers we surveyed, 80% rated their experience with car insurance as above average or excellent.

Car insurer customer satisfaction

Rated as above average or excellent.

RAA (South Australia): 87%

RACQ (Queensland): 80%

RACV (Victoria): 77%

Suncorp: 72%

Woolworths: 66%

Allianz: 62%

Coles: 57%.

How does RACQ rate on claims?

Home insurance claims.

We did not have enough results (30 or more) in our survey to rate  RACQ on home insurance claims .

24/7 helpline:   No (7am to 7pm)

Car insurance claims

Of the insurers in our survey,  RACQ had the best result, with 94% of customers who made a claim rating the company as above average or excellent.

RACQ offers various discounts for insurance, including: 

• $25 off your first year when taking out car, home or contents insurance online
• $50 off your first year when taking out combined home and contents insurance online
• $50 off your first year per pet when taking out pet insurance online
• up to 13% off a combined home and contents insurance
• up to 5% off (for each policy) if you have multiple policies with RACQ. 

You can start home, car and other insurance claims online. However, claim updates aren't available online.

RACQ has several apps, including Roadside Assistance, but it doesn't have one for insurance.

Stock images:  Getty, unless otherwise stated.

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