Friday, June 10, 2011

Rotten RACQ

So I was delighted when a bit more than a week ago, some guy rang from RACQ Insurance to tell me that the owner of the car I hit on Wecker Road had claimed, and everything would be taken care of. A guy would go out to assess my car and would ring me in the next couple of days to let me know the score and to take me through the next part of the process.

So I didn't hear anything and after maybe five working days I phoned them and said, hey, no one got back to me. Oh, the guy tried on this number, they said, reeling off a number that obviously wasn't mine. But why didn't you use my mobile, I said, which you've used more than once? Oh well, the guy said, anyway, I'll get the guy to phone you. Won't be today, he'll be in touch tomorrow. This was Wednesday.

So by this afternoon, I was beginning to think I'd have to phone them again. But they phoned me. Hi, they said, we have a settlement for you. And we got a wrecker to give a quote. By the way, you'd better get the car out of the holding yard because they're going to charge you a fee.


So "we'll take care of everything" turns out to mean "we'll fuck you over". It's impossible to sort out a different wrecking company this afternoon -- the Friday before a long weekend, and if I don't get the car towed out of the holding yard first thing on Tuesday, it starts costing me a lot of money.

I was pretty upset so I wrote an email to complain. The same guy rang back to tell me he'd done everything by the book and basically tough shit.

So I ask to speak the guy's supervisor. She rings me back. She tells me I'm lying about the RACQ arranging a tow, I misunderstood when they said they'd take care of everything, they have no responsibility for the car or anything else.

So I said, why waste your time and mine with this shit? You just want me to go away so I will go away. So I have to add RACQ Insurance to my list of terrible businesses here who love to take your money but do not much like helping you when you need it (or giving good service to their insured, which in this case was the other guy; but I would hate someone to be treated the way I have if I ever cause an accident).

I am particularly unhappy that this woman just flat denied arranging the tow. The only reason my car is in the goddamn holding yard is these cunts had it towed there. No one asked me what I wanted. No one told me I would be stuck with an undriveable car not in my garage space, not in my yard, but in some guy's yard in Cooper's Plains. Instead, they all told me, it's fine, the insurance will take care of it. But no.

I hate Australia. I hate that people will lie to you to make you go away one day and then lie about the lies they told you the next. I hate living in a place where a guy tells you he will get back to you about a job and then never bothers, and then when you contact him, he says he'll get back soon; three weeks later, you are on the ignore list. That's Australia in a nutshell: a place where people think you're shit if they can't get anything out of you, where you basically have a dollar value, no more no less.


Anonymous Anonymous said...

Your last paragraph! do you think it is different in other country's? Well Its not, its like that everywhere.

June 11, 2011 at 2:55 AM  
Blogger Dr Zen said...

Obviously I don't think so.

June 11, 2011 at 1:10 PM  
Blogger Bob said...

Suncorp played hard ball with me straight off the bat--and that was before the Brisbane floods when I hope they got their arses right royally kicked.
Insurance companies are alike: RACQ Insurance is probably as bad, as inept, as lying, as slippery as Suncorp.
They're good for pretty brochures and swiping your money, then they give you a massive kick when you're down. Not only do they happily take your money, they turn 'round and insult you.
I loathe each and every insurance company with a vengeance.
Yes, Australia is the best country in the world if, and only if, you're rich.

June 11, 2011 at 10:31 PM  
Anonymous Anonymous said...

If you don't like it here - LEAVE!! It may also help if you read your PDS as the majority of Insurance companies don't cover holding yards fees for the simple reason that they don't own the holding yards they use to store the vehicles - it's simply a place used to hold vehicles so they aren't left at the site of the accident or towed to your home where you'd have to pay the towing fee immediately!

August 19, 2011 at 9:24 PM  
Blogger Dr Zen said...

Hi Mr Insurance

I don't like it here and if I could leave, I would. You know why I don't like it here? It's full of people like you.

Maybe you should learn to read. RACQ hired the towing company. They didn't tell me who they were going to hire. They didn't tell me where they would tow my car. They said they'd take care of it. Ever had an accident? When people say they'll take care of things, you're grateful. You don't start thinking they're going to fuck you over.

August 20, 2011 at 7:53 AM  
Anonymous Anonymous said...

I worked for racq and I know they have a lot of back stabbing lying scum working for them, t6hey will turn a blind eye and deny when it suits them


April 24, 2012 at 6:00 PM  
Anonymous sapphireground said...

I am disappointed to say that the service received by RACQ today, was to say the least, appalling. Our vehicle broke down on the side of the M1 near Mt Gravatt, just past the Main Rd/Klump St exit at 1:30pm. We were told by an RACQ representative that we would be deemed a 'high priority', based upon where we broke down, (as it is considered to be and is a dangerous location) and that the general time that we could expect someone to assist us, would be there in approx 30 mins up to an hour. (?)

After 45mins we called RACQ back to find out what was going on. We were informed that they should be there soon, and that they were waiting for a tow truck to tow us to a 'safety zone' (which is a couple of hundred meters up the road on the M1), and that once we reached this 'safety zone', we would then wait for another tow truck to take us to our destination (which was Springwood). We were then told that they were uncertain as to how far the second tow truck could take us, despite the fact that we have paid for up to 50km towing with the Ultra Care package.

At this point an RACQ vehicle contracted to the BCC arrived and stated that he was unfortunately unable to help us, but because the traffic monitoring system detected our vehicle, he was then dispatched to secure that vehicle. After conversing with him, we learned that it was the shift change over time and RACQ do not want to pay overtime. This was confirmed by, the RACQ tow truck driver who arrived 15 minutes later. The driver who towed our vehicle apologised profusely and urged us to forward a complaint and to raise awareness that nobody should be waiting an hour in a dangerous spot like the side of the freeway. There were no traffic conditions that dictated that there should be a delay.

The driver who took us to our destination, confirmed that there was a change of shift and that RACQ was not prepared to pay their drivers overtime. Our safety seems to run a distant second place to RACQ saving a few dollars. We found it a very unnerving experience being on the side of a highway and not being confidently told when we could reasonably expect a recovery vehicle. RACQ promised to contact us and as they haven’t, we intend to forward this comment onto other forums.

September 4, 2014 at 6:40 PM  
Anonymous Anonymous said...

You should try working for RACQ as a Traffic Response Officer, they keep you on a yearly contract, so it's easy to get rid of you if you don't fit, I was one and attended many accidents many with dead bodies, did they give me counselling as per there handbook that we had to follow. No they did not, and when I could not work anymore due to the stress they did not pay me for six months, until my contract finished and then they sent a letter to say I will not be required. No contact for 6 months no payment except 4 weeks pay they breach the law with white lights on the rear of the vehicals and they don't care

May 20, 2015 at 4:38 PM  

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