Aussie Assist Terms and Conditions
Aussie Assist is one of the many benefits of being a member of RACQ. If you or your
immediate relative are travelling around Australia and are more than 100km from home,
Aussie Assist will provide access to travel and transportation assistance in the event of a
medical emergency or the death of a family member.
This benefit is not available to business members.
Making a claim
To make a claim for an Aussie Assist benefit, contact us on 1800 650 542.
How we manage your claim
The Aussie Assist benefits depend on you and your immediate relatives giving us all the
information and help we need. That includes giving us consent to discuss the medical
condition of the ill or injured person with their treating doctor.
We (or any agent who acts for us) decide how we will manage your claim, which includes
deciding the most appropriate accommodation or means of transport for you or your
vehicle. This may mean that you have to wait for appropriate transport to become available.
We won’t pay for any expenses you incur before you contact us.
If your membership is not current at the time of the incident you will not be eligible for any
Aussie Assist benefits.
What you must not do
If you are making a claim you must not give us false or misleading information – if you or any
other person makes a false or fraudulent claim, we can refuse to pay your claim.
Words used in Aussi
e As
sist
Immediate relative
means any
of the following who
normally
live with you:
• your legal or de fac
to spouse
or par tner, or
• your or their childr
en.
You or your means
the person who
holds RACQ members
hip.
1
Accommodation and transportation costs in an emergency
If there’s an emergency while you or your immediate relatives are travelling, we may
pay accommodation and travel costs for you or your immediate relatives and the costs
to return any vehicle you or your immediate relatives are travelling in to your home.
Yes
No

If you or any of your immediate relatives suffer an unexpected serious or
disabling illness or injury while travelling in any vehicle and no one is able
to drive the vehicle, we will arrange and pay for:
• appropriate accommodation for up to 2 nights for the ill or injured
person and for you and your immediate relatives who are on the trip
• the ill or injured person (if they can be moved) and you and your
immediate relatives who are on the trip to be taken to your original
destination, or back to your home, and
• the vehicle you or your immediate relatives were travelling in to be
transported to your home or its original destination (whichever is closer).

If you or any of your immediate relatives are travelling in a vehicle owned
by you or an immediate relative and it is stolen, we will arrange and pay for:
• ground transport for you and your immediate relatives who are on the
trip to the nearest place where appropriate transport can be obtained,
if it cannot be obtained locally
• appropriate accommodation for up to 2 nights, if required and
appropriate transport is not readily available, and
• if the stolen vehicle is recovered intact within 35 days from when
it was reported stolen to the police, the cost to return the vehicle
to your home.

If you or any of your immediate relatives suffer an unexpected serious or
disabling illness or injury while travelling, but not in a motor vehicle, and the
treating doctor decides to hospitalise the ill or injured person for 7 days or
more, we will arrange and pay for any one of the following people to travel
from anywhere in Australia to join the ill or injured person:
• their spouse, if the ill or injured person is travelling without them,
• a nominated person, if the ill or injured person is travelling alone, or
• a nominated relative, if the ill or injured person is travelling without
you or your immediate relative.

If you or any of your immediate relatives suffer an unexpected serious or
disabling illness or injury while you are travelling, but not in a motor vehicle,
and the ill or injured person does not need to be hospitalised for 7 days
or more, we will arrange and pay for:
• the ill or injured person to travel to the place closest to your home
where they can get medical care, and
• you or your immediate relatives that were travelling with the ill or
injured person to return to your home.

The Aussie Assist exclusions shown on page 5.
2
Help with finding spare parts
We provide help to try to find spare parts if you or your immediate relatives are travelling
in a vehicle and it breaks down.
Yes

If the vehicle you or your immediate relatives are travelling in breaks
down and the parts needed to repair it are not available locally, we will:
• provide help to try to find the relevant spare parts, and
• transport parts to the repairer if we can get them
faster than the repairer can.
No

We will not pay for the cost of the part or parts or any subsequent
repair costs.

The Aussie Assist exclusions shown on page 5.
Help with medical situations
We provide help if you have a medical situation while you or your immediate relatives
are travelling.
Yes

If you or your immediate relatives need medical help while you are travelling,
we can arrange for a trained nurse or doctor to provide advice and further
assistance over the phone.
No

The Aussie Assist exclusions shown on page 5.
3
Transportation costs if someone dies
If there is an unexpected death while you or your immediate relatives are travelling,
we may pay travel costs to return you home and the costs to return any vehicle you
or your immediate relatives are travelling in to your home.
Yes
No

If you or your immediate relatives are travelling and a child, parent,
brother, sister or legal or de facto spouse of any of you who is not
on the trip dies as a result of an accident or unexpected illness,
we will arrange and pay for:
• you and your immediate relatives who are on the trip to return
to your home, and
• any vehicle you or your immediate relatives were travelling in
to be transported to your home or your original destination.

If you or any of your immediate relatives die while travelling, we will
arrange and pay for:
• the cost to transport the deceased anywhere in Australia
• you and your immediate relatives who are on the trip to return
to your home, and
• any vehicle you or your immediate relatives were travelling in to
be transported by ground to your home or your original destination.

We will not pay for any funeral or cremation costs.

The Aussie Assist exclusions shown on page 5.
Travel assistance
If you or your immediate relatives are travelling and need assistance, our phone service
can help with travel-related questions and concerns.
Yes
No

If you or your immediate relatives are travelling and need assistance,
we can provide help via our travel assistance phone service which offers:
• travel advice and directions
• an emergency message service
• assistance in booking accommodation or making changes to travel
arrangements, and
• assistance with the cancellation of lost or stolen credit cards and
reissuing lost or stolen tickets.

Organising the transfer of your own funds or clothing belonging to you
or your immediate relatives if your or their personal effects are stolen.

The Aussie Assist exclusions shown on page 5.
4
Aussie Assist exclusions
These exclusions apply to the Aussie Assist benefits that are set out on pages 1 - 4.
No
Aussie Assist benefits are not available to business members.

You or your immediate relatives are outside Australia or are less than 100km
away from your home when the incident that results in the claim happens.

Any expense incurred before you contact us.

Any costs for:
• vehicle parts or repairs
• meals or incidental expenses, or
• travel tickets or accommodation you have paid for (including cancellation
fees or deposits) unless specifically stated or agreed to by us.

Transport costs for any caravan or trailer that is not insured with us.

Any costs for:
• medical, surgical, hospital or nursing home treatments or procedures
• services directly or indirectly connected with medical, surgical, hospital
or nursing home treatments or procedures
• ambulance services, or
• services that can be claimed from Medicare or from a registered health
benefits organisation.

Any funeral or cremation costs.

Any loss or damage to personal belongings, including lost baggage.

Any illness, injury or death caused by you or any of your immediate relatives
driving any vehicle if you or they:
• were under the influence of any alcohol or drug or both
• had in their breath or blood an amount of alcohol or drug which was
equal to or more than the limit allowed by law, or
• refused to take a legal test for alcohol or drugs.

Any illness, injury or death caused by pregnancy or childbirth.

Any illness or injury caused by:
• an act of terrorism which involves biological, chemical or nuclear
weapons or devices
• germ, disease, pollution or contamination caused by or in connection
with an act of terrorism
• war or other acts of foreign enemy (whether war is declared or not),
revolution or other civil disturbances
• the use, existence or escape of nuclear weapons material, or
• radiation or radioactive contamination from nuclear fuel, nuclear waste
or the action of nuclear fission.
-end-
5