Thread: RACV TOTAL (UN)CARE - BE AWARE!

As my RACV Total Care renewal is due in a few days I thought it best to contact RACV to ascertain if the T's & C's had changed from those posted on their web site; particularly in relation to the no dirt road / no National Parks call outs mentioned in this thread.

I had a fairly lengthy conversation with managers in the claims and roadside assist areas who assure me that the areas covered in the T's & C's is as stated.

Areas Covered
Service will be provided on private property or on any public highway in Victoria, provided they are trafficable to normal two wheel drive vehicles. This excludes areas such as open fields, beaches, creek beds, recreation ovals, bicycle paths, bicycle tracks, logging or forest service roads and roads which do not allow oncoming traffic to safely pass.


The only additional caveat I was given was that the local RACV contractor had the final say as to whether the breakdown/accident site was safe to attend as they had more up to date local knowledge of current conditions.

I asked for a written response so that I can post it here and this has been referred to RACV's media unit (no doubt legal as well).

I can only assume that this whole mess is the result of poor training/mis understanding by RACV's front of house staff and what we see here is the result. AFAIK RACV's call centre is still in Clayton and is staffed by Australian speaking locals conversant with Australian culture, language and expectations unlike many major businesses in this country who have abrogated their responsibilities and passed this 'chore' off to the cheapest third world cesspit of untrained poor English speaking locals. For this at least we should be grateful.

When I hear from RACV I will post their response.

Deano

Measure a D2 with a Bullbar etc fitted...

Doesn't even fit criteria for length!

Add a lift and tyres and load it up and you'll find it exceeds height and weight as well.

I know this way to well..

Has cost me thousands for 2 recoveries because of these clauses..

Originally Posted by RHS58

But will LR Assist help out with a caravan issue if you're towing?

RACQ Ultimate will.

Certainly will.... and I now get 12 months of their cover with every vehicle service by a LR dealer so I take that.

Then my service effectively covers my annual fee..

VISIT THE GREAT OUTDOORS (at your own peril)

Originally Posted by DeanoH

Australian speaking locals conversant with Australian culture, language and expectations unlike many major businesses in this country who have abrogated their responsibilities and passed this 'chore' off to the cheapest third world cesspit of untrained poor English speaking locals. For this at least we should be grateful.


Deano

Deano now that's very racist. to quote Manwell from Faulty towers, " I speak engiliss very good, i learnt it from a book"

https://www.youtube.com/watch?v=5035TY5RSpg

Originally Posted by Ranga

Thanks Wardy for the prompt to check the RACQ Ultimate PDS (http://www.racq.com.au/links/roadsid...imate-brochure)

Some interesting clauses:

Bogged vehicles
If your Nominated Vehicle has become bogged, RACQ will
provide attendance at no charge from the Attending RACQ
Contractor's Premises to the point of Breakdown to recover
your Nominated Vehicle, where it can be accessed without
leaving a Constructed Road/Driveway. The Special Towing
entitlement applicable to the upgrade you hold may be
accessible if Specialist Equipment and/or additional labour is
required for the Recovery of the Nominated Vehicle, however
size and weight limits may apply for Service at no charge (refer
to Service Exclusions on page 28 for more details).

Recovery of bogged vehicles
If your Nominated Vehicle becomes bogged or disabled on a
beach or in a bushland area, you are not entitled to roadside
assistance Services at no charge. If you find yourself in this
situation, you can still call RACQ on 13 1111 and we can refer
you to the local RACQ Contractor.

Partially flooded vehicles or vehicles that have
been submerged in floodwater
If your Nominated Vehicle has stalled while in or after passing
through water, we will attend within your entitlement where
the Nominated Vehicle can be accessed without leaving a
Constructed Road/Driveway.
If the Nominated Vehicle is found to have ingested water,
you will need to contact your Insurance provider for further
assistance. Should your Nominated Vehicle be submerged by
floodwater, you will need to contact your insurance provider
to arrange recovery.

Non-serviced or Remote Areas
RACQ's ability to provide assistance is governed by the resources
available in the area of the Breakdown. In some cases, the Driver
may need to pay for the Service cost and apply to RACQ for
reimbursement up to the limit of the entitlement.
If for any reason an RACQ Contractor in a country area is
unable to respond to your call, or if you are in a locality where
there is no RACQ Contractor, then call any nearby garage,
pay their charges and apply to the Club for consideration of
an ex-gratia payment up to the maximum annual entitlement
applicable to the upgrade you hold.
In the event that your Nominated Vehicle breaks down
interstate, you may only receive towing at no charge to the
entitlements of the Reciprocal Club's basic Roadside Assistance
option. In this case, you may be required to pay the extra
towing up front and seek reimbursement up to the towing
entitlements applicable to the upgrade you hold from RACQ
when you return to Queensland with the original receipts.
Receipts should be presented within 90 days of the Breakdown.

Refusal of Service
RACQ, at its sole discretion, reserves the right not to provide
roadside assistance Services in any situation.

Limited Services
Limited Services apply for vehicles where the weight of the
Nominated Vehicle exceeds 3.0 tonnes GVM loaded or
unloaded and/or where it exceeds 5.5 metres (18 feet) in
length and/ 2.3 metres (7.5 feet) in width or 2.0 metres in
height. Services are limited as follows:

? No towing entitlement. RACQ will endeavour to arrange
towing subject to tow truck availability, this will be at the
Member's expense.

This last clause is interesting - how many Land Rovers are lower than 2m, or have less than 3.0 tonnes GVM?

Some of these clauses appear to have given RACQ an excuse not to assist with the Defender, but they did it anyway. I wonder if it was due to kindness or ignorance of their own rules and/or my vehicle specification?

Caveat Emptor, but for now, I'm maintaining my membership.

Very interesting post. You beat me to looking it up. Thanks.
My Defender is about 2.1 metres plus racks from memory. Most fourbys would be over 2 metres, easily.
Wonder why they have a height limit - to exclude trucks and buses maybe?


Sent from my A1601 using AULRO mobile app

Dual layer vehicle transporters can not fit high vehicles.. only single flat tray...

I received a telephone call from RACV Total Care in response to my email to them. To their credit TC have taken the time to read this AULRO thread. Their comment was that there are a lot of inaccuracies being posted.

In essence my conversation with TC can be summarised thus:

1- Any bitumen road anywhere which is trafficable by 2WD vehicle will be covered by TC.
The allegation that TC will not attend if that bitumen road passes through a National Park or similar is incorrect.

2 - Any unmade/dirt road anywhere which is trafficable by 2WD vehicle will be covered by TC.
The allegation that TC will not attend if that unmade/dirt road passes through a National Park or similar is incorrect.

3- Total Care has not changed its terrns and conditions in the past 15 years or so.

I hope this helps to settle any confusions.