I am currently managing my father’s estate, a task that is already complex enough without having to re-introduce myself to RACV every single time I call. My family has been with this company for nearly five decades. I have been his Power of Attorney and managed his finances for twenty years. Yet, every time I call to progress a claim, I am treated like a security risk.
The system continuously "forgets" my authorisation. I spend up to an hour on hold only to be disconnected or passed to a consultant who has no record of the previous five people I’ve spoken to. It is a hollow, exhausting loop.
The latest incident involves significant damage to our front fence at Watsonia North, likely caused by contractors at a neighbouring vacant property. Instead of receiving support during a stressful "hit and run" claim, I am forced to jump through the same identity hoops I cleared years ago.
It is deeply disappointing to see a Victorian institution lose its way like this. We are currently finalising the estate, and frankly, I can’t wait to be done with RACV. I’ll be moving our business to a company that actually has a robust process for executors and, more importantly, some respect for their long-term members.
Advice for others: If you are managing an estate or acting as a PoA, be prepared for a fight just to be recognised.
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