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

Originally Posted by Simon

Can confirm LR Assist does not deal with trailers. Broke down at Old Andado Station last year. LR Assist would sort the 110 but not the trailer, NRMA did that.

Yep I can confirm this also, no trailer recovery for us either with LR Assist.

NRMA will just about do everything as long as it's a failure of the vehicle and not an accident.

We have NRMA Premium cover, as said previously it must be 2wd access for a recovery, some contractors do differ in their idea of 2wd and 4wd roads.

Most breakdown recovery services (none accident) are provided by organisations such as the NRMA, RACV etc and by some insurance companies such as Allianz.

Are there any companies that provide Breakdown Recovery services that are not an Auto Club or Insurance Company where you can tailor your service to suit your needs?

Cheers

Garry

Here's a link to the current Land Rover Assist website, with a link to their current terms and conditions. Specifically excludes trailers.

Land Rover Roadside

http://www.landroverroadside.com.au/...Conditions.pdf

Cover appears to be less than the NRMA.

Cheers,
Jon

Well, the drama continues. I will be very careful to just quote exactly what I was told. I went into the Fountain Gate RACV shop again this morning. I spoke to a very helpful woman, whose name is Irna. She said that she is happy for me to mention her name on this forum as well as in an email to Total Care. In fact, she has put notes on my file so that she can respond if any questions are asked about what was said today. I also took notes as we talked and got her to read through them to make sure that I had everything correct. I have to admit I was pretty impressed that she is happy for me to quote her name. I explained that I had been in there on Friday to inquire about Total Care and that the woman I had spoken to (she was not in today, but they know who she is) had rang Total Care in front of me and was told that Total Care doesn't cover National or State Parks or dirt roads. Irna said that she believed that they didn't cover dirt roads but thought that they did cover National and State Parks. I then showed her the reply RACV had given Grumbles saying that, any unmade/dirt road anywhere which is trafficable by 2WD vehicle will be covered by TC. She asked who from RACV had said this. I explained that the person who responded to the inquiry had declined to have her name and telephone contact number placed on the forum, but that they were from Member Relations. She told me that she believed that the best people to answer this inquiry would be the Care Team as they handle road side assistance and are the experts in it. I asked what the difference was between the Care Team and Member Relations and she said that Member Relations are more experts on Insurance etc, while the Care Team deal mainly with Roadside Assistance. I told her that I was frustrated that everyone seems to be told different things. She couldn't have been nicer, she suggested that I email the Care Team at care@racv.com.au and explain that what I have been told is completely different than what others have been told and ask for some clarification on what is actually covered and not covered by Total Care. I told her that Grumbles said that RACVs had commented that there are a lot of inaccuracies being posted (on the forum). I told her that I may have been given inaccurate information from RACV but that my post was not inaccurate as I had posted exactly what I had been told, to both me and the Customer Service girl who had made the call on my behalf. Irna also said that the phone call that was made from their shop to Total Care was hopefully recorded and could be looked up, which will show, that I was actually told this, (this information will help the Care Team) as long as I could give them an approximate time of the phone call. I wasn't sure exactly when on Friday I went into the shop, but luckily another woman that was working today was also there on Friday and she definitely remembered this call. She said it happened just before she was going for her break so she could give us an approximate time. So it looks like I will be emailing care@racv.com.au after Xmas. Personally, I tend to think that they would cover all roads that are accessible by 2WD as this makes more sense. I have been a RACV member for over 30 years and also have my Car and Home insured with them. I have always thought them to be a good organisation and have never had a problem with them. I hope that this is just a case of being told the wrong information by one of its staff and if this is the case, then the RACV needs to be informed about that, so I will email them. I should also mention that Irna said that she believed that it is well worth having Total Care, and I value the opinion of someone who appears to be very honest and open and is a great representative of RACV. Because of her, I am now seriously considering taking Total Care out, but I will wait to see how RACV responds to my inquiry.

Thanks Rangiewoman,

I was planning on going and having a chat the the RACV after Christmas as one of the offices I work in is right next to an RACV office and i get on really well with the staff there.

It's interesting the document on their site that Alien and I linked to earlier in the discussion has now disappeared. Maybe this has caused them some discussion internally.

Like you I've been a member a long time and have plenty of insurance products with them as well. My previous experiences as a Total Care customer have all been very good... But Wardy's experience does make me wonder whether it's still the great product it was.

I'd totally understand them not recovering from a serious 4WD track, but I would hope in my time of need, I'd get what I think I am paying for in support.

Let us know what response you get.

Originally Posted by rangiewoman

she suggested that I email the Care Team at care@racv.com.au

This. With all due respect to everyone and their efforts, I think it's obvious that the best option is to get any advice in writing, and these days an email usually suffices.

Originally Posted by Bytemrk

Thanks Rangiewoman,

I was planning on going and having a chat the the RACV after Christmas as one of the offices I work in is right next to an RACV office and i get on really well with the staff there.

It's interesting the document on their site that Alien and I linked to earlier in the discussion has now disappeared. Maybe this has caused them some discussion internally.

Like you I've been a member a long time and have plenty of insurance products with them as well. My previous experiences as a Total Care customer have all been very good... But Wardy's experience does make me wonder whether it's still the great product it was.

I'd totally understand them not recovering from a serious 4WD track, but I would hope in my time of need, I'd get what I think I am paying for in support.

Let us know what response you get.

I've been a member for close on 40 years, missed a couple of renewals, with basic assist initially and total care for the last 15 odd.

Has always been good service that I've thankfully not had to use that often.

I guess that is the point........... pay for TC for years without using it, re-assured by the 'Anytime you need us' ads and maybe get denial of service because of a 'technicality' that you are unaware of.

I would never expect to get recovered from the 'black swamp' but the 'offer' of assistance needs to be spelt out. Maybe their people aren't talking to their people.

DL

Originally Posted by Bytemrk

It's interesting the document on their site that Alien and I linked to earlier in the discussion has now disappeared. Maybe this has caused them some discussion internally.

Like you I've been a member a long time and have plenty of insurance products with them as well. My previous experiences as a Total Care customer have all been very good...

I'd totally understand them not recovering from a serious 4WD track, but I would hope in my time of need, I'd get what I think I am paying for in support.

I agree with what i`ve picked from your post in the quote above .

I think there must be quite a lot here using RACV .

We have a similar number of years with them using roadside , house insurance , car insurance ETC .

We only have just over 12mths on Total Care and have needed them once which was made easy with their help , it was on a sealed road .

I think i`m right in that the document that is missing is the same as the booklet that Total Care members and other members receive so i`d agree that it is interesting .

The no National Park discussion , i don`t think can be right because i know the local blokes with a ute and tandem and tilt tray spend a lot of time out the Prom .

I too would like to see certain clarification .