RACQ insurance reports 30% rise in customer complaints over premiums and claims issues

RACQ insurance has reported a 30% increase in customer complaints, reaching 35,872 in the past year. This surge is attributed to rising premiums, which have tripled for some customers, and issues with claims handling, including theft by repair contractors. The company is facing scrutiny over its claims processes and risk management. A federal regulator criticized RACQ's risk culture, and a former executive alleged dysfunction in claims handling. Despite these challenges, RACQ claims to have high satisfaction rates for home insurance claims. RACQ is implementing a new pricing model based on individual risk assessments, affecting about 12% of customers. The company acknowledges ongoing issues but asserts it is working to improve its services and claims management.