Overview: What's Going On
Paris was involved in a minor scrape incident on 25 September 2025. The other driver's insurance (RACQ) is now claiming $4,488.96 in repair costs.
After reviewing all the invoices and photos, there are significant issues with this claim - items charged that don't match the damage, inflated costs, and excessive hire car duration.
RACQ CLAIMING
FAIR ESTIMATE
ITEMS IN DISPUTE
Key Issues Identified
- Left-hand splash shield charged - But the damage is on the RIGHT side
- $470 rim repair - No visible rim damage in the photos
- $190 ADAS recalibration - ADAS sensors aren't anywhere near the damage area
- Front door emblem replacement - Damage is on the REAR, not front
- 16 days hire car - Longer than typical for cosmetic repairs (usually 5-10 days)
- First contact was an overdue notice - No prior correspondence sent
URGENT: What To Do Right Now
⚠️ Payment Due Date Has Passed
The due date was 23 December 2025. You need to contact RACQ TODAY to:
- Apply for Financial Hardship - This PAUSES all collection action
- Lodge the formal dispute - Put them on notice that you're contesting the amount
Call: 13 7202 (Motor Claims)
Hours: 7am-7pm weekdays, 8:30am-5pm weekends
What Happens When You Apply for Financial Hardship?
- RACQ pauses all collection action while they assess your application
- They have 21 days to respond to your application
- This gives you time to work through the dispute properly
- Being uninsured doesn't disqualify you from hardship assistance
Evidence: Full Communication Timeline
Paris cooperated fully from the start. The timeline below proves RACQ went completely silent for 2+ months before sending a "Final Notice" with the due date already passed.
25 September 2025 - Day of Accident
RACQ contacted Paris - Initial call to confirm details
Phone log: +61 7 3877 1700 at 4:22pm, outgoing, 7 min 11 sec
RACQ sent a letter requesting Paris confirm details and whether she was at fault.
2 November 2025 - Paris Responded
Paris sent email confirming ALL details
Confirmed fault, provided her details, signed and returned the form. RACQ received this on 02/11.
Paris did everything right.
⚠️ 2+ MONTHS OF SILENCE
ZERO contact from RACQ - No calls, no emails, no letters.
During this period:
- The repair invoice was generated (Nov 2025)
- The hire car period ended (22 Nov 2025)
- The "due date" of 23 December 2025 passed
Paris heard nothing and had no way to know about any deadline.
7 January 2026 - "Final Notice" Arrives
First contact since November - A letter marked "FINAL NOTICE" demanding $4,488.96
Paris called RACQ immediately upon receiving this letter.
Phone log: 13 72 02 at 11:07am, outgoing, 11 min 28 sec
15 January 2026 - Paris Submits Formal Dispute
Detailed dispute submitted - Identified $1,025.37 in questionable charges
Sent to claims@racq.com.au with all supporting documentation.
16 January 2026 - RACQ Responds
Leisa S (Claims Management Officer) sends photos claiming rim damage
RACQ provides additional photos claiming to show rim damage. However, these photos appear to show a plastic hub cap, not an alloy rim.
21 January 2026 - Paris Sends Detailed Rebuttal
Strong rebuttal submitted addressing all RACQ's points:
- Hub cap vs Rim: The "rim" in photos is clearly a plastic hub cap, not an alloy rim
- Glass invoice: Dated 6 Nov 2025 - BEFORE repairs started on vehicle
- ADAS: Rear quarter damage doesn't require ADAS recalibration
22 January 2026 - RACQ Escalates to Assessor
Leisa S confirms dispute has been forwarded to Quantum Assessing for review.
⚠️ 23 January 2026 - DISPUTE REJECTED
RACQ rejects dispute with inadequate response:
Quantum Assessor provided only "F & R" (Fair & Reasonable) - no detailed justification, no response to Paris's specific concerns about the hub cap, glass invoice timing, or ADAS recalibration.
This response fails to meet the standards of the General Insurance Code of Practice.
Why This Matters
- Paris cooperated fully - She responded within 6 weeks of the accident
- RACQ went silent - 2+ months with no communication whatsoever
- No intermediate notices - They jumped straight to "FINAL NOTICE"
- Due date passed during silence - Paris couldn't comply with a deadline she didn't know about
- Phone records prove this - All RACQ calls are logged; there were none between Nov and Jan
RACQ's claim that Paris is "overdue" is unreasonable - she was never given proper notice.
Phone Log Evidence
25 September 2025
Initial call with RACQ on day of accident. +61 7 3877 1700 at 4:22pm, 7 min 11 sec.
7 January 2026
Paris calling RACQ after receiving Final Notice. 13 72 02 at 11:07am, 11 min 28 sec. Outgoing call - Paris had to call them.
Damage Photos - Evidence Analysis
These are RACQ's own assessment photos. They clearly show the damage is:
- Confined to the RIGHT rear quarter panel and rear door
- Cosmetic only - surface scratches and scuffs
- No structural damage
- No wheel/rim damage visible
Photo 1: Quarter Panel
Document #81733458 - Shows scratches on RH rear quarter panel. Note: damage is LOWER body, not roof/cant rail level.
Photo 2: Door Area
Document #81733461 - Continuation of scratching from quarter to rear door. Cosmetic surface damage only.
Photo 3: Wheel/Rim
Document #81733467 - The $470 rim repair photo. Where is the damage? The rim appears intact.
Photo 4: Full Side View
Document #81733476 - Shows damage is isolated to rear section. Front door and roof are NOT affected.
Full Cost Analysis
Breakdown: What They Charged
| Category | Invoice | Claimed | Fair Est. | Status |
|---|---|---|---|---|
| Smash Repairs | Morayfield Smash #1889018 | $3,911.45 | $2,886.08 | Issues Found |
| Hire Vehicle | Europcar #101318409663 | $906.40 | $906.40 | Legitimate |
| TOTAL | $4,488.96 | ~$3,464 | ||
Note: The hire vehicle (Honda CR-V) is the courtesy car provided to the Equinox owner while their vehicle was being repaired - this is a standard and legitimate expense.
Repair Invoice Breakdown (Morayfield Smash Repairs)
| Category | Subtotal | Assessment |
|---|---|---|
| Remove & Refit Labour | $346.50 | Query LH splash shield |
| Repair Labour | $720.00 | Accept |
| Paint | $458.10 | Query cant rail & front door |
| Sublet Work | $744.53 | Major Issues - $729 disputed |
| Parts | $883.75 | Query emblem & clip quantities |
| Miscellaneous | $402.98 | Query cavity wax |
| Total (inc GST) | $3,911.45 |
Hire Vehicle Analysis
The Honda CR-V rental is the courtesy car provided to the Holden Equinox owner while their vehicle was being repaired. This is a legitimate claim item, but the duration may be excessive.
| Detail | Value | Assessment |
|---|---|---|
| Accident Date | 25 Sept 2025 | |
| Rental Start | 6 Nov 2025 | 6 weeks after accident |
| Rental End | 22 Nov 2025 | |
| Duration | 16 days | Query if excessive |
| Daily Rate | $51.50 + GST = $56.65 | Reasonable |
| Rental Vehicle | Honda CR-V VTiL (courtesy car) | Legitimate |
| Total | $906.40 |
Disputed Items - Full Detail
These are the specific invoice line items that we're disputing, with reasons:
| Code | Description | Amount | Why Disputed |
|---|---|---|---|
UL006 |
L H Qtr Panel Splash Shield | $20.70 | WRONG SIDE This is the LEFT side. Damage is on the RIGHT. |
UL015 |
RHF Door Emblem 'EQUINOX' | $81.04 | WRONG LOCATION This is the FRONT door. Damage is on REAR quarter/door. |
RCR |
Turret Cant Rail R/H - Paint | $47.70 | ROOF LEVEL Photos show damage is lower body only. No roof involvement. |
Sublet 2 |
RHF Rim Repair - AIP | $470.00 | NO EVIDENCE Wheel photo shows no visible rim damage. Major charge requiring proof. |
Sublet 3 |
ADAS Re-Calibration | $189.98 | NOT REQUIRED ADAS sensors are on windscreen/front bumper - not affected by rear quarter damage. |
Sublet 1 |
Wheel Alignment - AIP | $69.55 | QUERY No suspension damage. Alignment only needed after structural work. |
RHQPPC/RHRDPC |
Cavity Wax (x2) | $38.40 | QUERY Only needed when panels are cut/replaced. These were repaired, not replaced. |
RFDB |
R/H/F Door Blend Paint | $108.00 | SCOPE CREEP Extends paint well beyond damage zone. |
| Total Items in Dispute/Query | $1,025.37 | ||
Call Script - What to Say
Step 1: Call RACQ
Call 13 7202 (Motor Claims - open 7am-7pm weekdays)
"Hi, I'm calling about claim number MV17496728. My name is Paris Evan-Jones.
I need to do two things:
First, I'd like to apply for financial hardship assistance. I understand this will pause any collection action while my application is assessed.
Second, I'm lodging a formal dispute regarding the repair costs claimed. I've prepared a detailed written submission which I'll be sending to claims@racq.com.au today."
Step 2: Key Info for the Call
| Claim Number | MV17496728 |
| Your Name | Paris Evan-Jones (they may have "Paris Jones") |
| Accident Date | 25 September 2025 |
| Amount Claimed | $4,488.96 |
| Address | Unit 3/40 Miles Street, Clayfield QLD 4011 |
Step 3: If They Ask About the Dispute
"I've reviewed the repair invoice in detail. Several items appear to be outside the documented damage zone - for example, there's a charge for the LEFT-hand splash shield when the damage was on the RIGHT side. There's also $470 for rim repair but no clear damage shown in the photos.
I've prepared a detailed written submission with specific invoice line references. I'm happy to pay for legitimate repairs, but I'm disputing items that weren't caused by this incident."
Step 4: Questions They May Ask
| "Do you have insurance?" | "No, I had just purchased the vehicle and hadn't arranged cover yet." |
| "Can you pay anything today?" | "I'm applying for hardship and disputing the amount. I need both processed before discussing payment." |
| "Why didn't you respond earlier?" | "I DID respond - on 2 November 2025. I confirmed fault and provided all my details within 6 weeks of the accident. Then I heard nothing until the Final Notice arrived on 7 January. I have phone records proving there was no contact from RACQ for over 2 months." |
| "What amount do you think is fair?" | "I'd like RACQ to review my dispute first. I've identified over $1,400 in items that need justification." |
Step 5: After the Call - Checklist
Step 6: Send the Email
After the call, email the formal dispute to:
claims@racq.com.au
Body:
Dear RACQ Claims Team,
Please find attached my formal dispute regarding claim MV17496728.
I spoke with [NAME] today at approximately [TIME] and lodged a financial hardship application (reference: [REF IF GIVEN]).
The attached document details specific items I am disputing, with reference to your invoice line codes and assessment photographs. I request a written response within 21 days.
Kind regards,
Paris Evan-Jones
Unit 3/40 Miles Street, Clayfield QLD 4011
Email: parissc@outlook.com
Formal Dispute Letter
Print this section to PDF (Cmd/Ctrl + P → Save as PDF) or copy the text below to send to RACQ.
Paris Evan-Jones
Unit 3/40 Miles Street
Clayfield QLD 4011
Email: parissc@outlook.com
9 January 2026
RACQ Insurance Limited
Motor Claims Department
PO Box 3004, Logan City DC QLD 4114
Email: claims@racq.com.au
Re: Formal Dispute - Claim MV17496728
Dear Claims Team,
I am writing to formally dispute the quantum of claim MV17496728 and request a comprehensive review of the repair scope and associated costs.
My position:
- I acknowledge responsibility for causing contact damage to the insured vehicle
- I do not dispute liability for repairs that are directly and reasonably attributable to the incident
- I dispute the inclusion of items that lack causal connection, photographic evidence, or reasonable justification
Procedural Concern - Inadequate Notice:
- 25 September 2025: I received an initial call from RACQ and was sent a letter requesting confirmation of details
- 2 November 2025: I responded by email, confirming fault and providing all requested details. RACQ received this.
- 2 November 2025 - 7 January 2026: I received NO further contact from RACQ - no calls, no emails, no letters
- 7 January 2026: I received a "Final Notice" marked as overdue. This was my first communication since November.
I have phone records confirming the above timeline. The "due date" of 23 December 2025 passed during a period when I had no knowledge of any claim amount or payment deadline. I could not comply with a deadline I was not informed of.
Items Outside Documented Impact Zone
Based on the assessment photographs (Document Nos: 81733458, 81733461, 81733467, 81733476), the damage is confined to the right-hand rear quarter panel and adjoining rear door. The following charges appear to be outside the impact zone:
- UL006 - L H Qtr Panel Splash Shield ($20.70) - LEFT side component when damage is on RIGHT
- UL015 - RHF Door Emblem 'EQUINOX' ($81.04) - FRONT door when damage is REAR
- RCR - Turret Cant Rail Paint ($47.70) - Roof level when damage is lower body
Sublet Charges Requiring Evidence
- RHF Rim Repair ($470.00) - The wheel photograph does not show visible rim damage. Please provide before/after photos and the repair invoice.
- ADAS Re-Calibration ($189.98) - ADAS sensors are located on windscreen and front bumper, not affected by rear quarter damage. Please provide the diagnostic report.
- Wheel Alignment ($69.55) - No suspension or structural damage is evident. Please confirm the basis for this work.
Hire Vehicle Duration
The hire vehicle was provided for 16 days. For the repair scope documented (cosmetic quarter panel and door repair/paint), industry standard would be 5-8 working days. I request confirmation of the actual repair timeline.
Formal Requests
I request the following within 21 days:
- Photographic evidence of damage to disputed components
- ADAS diagnostic report confirming recalibration necessity
- Rim repair before/after documentation
- Repair timeline showing actual days in workshop
- Revised assessment removing or justifying disputed items
I am aware of my rights under the General Insurance Code of Practice and the availability of RACQ's Internal Dispute Resolution process and the Australian Financial Complaints Authority (AFCA).
I am committed to resolving this matter promptly and in good faith.
Yours faithfully,
_______________________________
Paris Evan-Jones
9 January 2026
Paris's Rebuttal - 21 January 2026
Paris submitted a detailed rebuttal addressing RACQ's responses. These are the key arguments that RACQ failed to address before rejecting the dispute.
1. Hub Cap vs Rim - The $470 Question
RACQ's claim: The wheel photo shows "rim damage" requiring $470 repair.
Paris's response:
- The photo clearly shows a plastic hub cap, not an alloy rim
- A plastic hub cap costs approximately $30-50 to replace, not $470
- The Holden Equinox base model comes with steel wheels and plastic hub caps
- RACQ has not provided evidence this is an alloy rim requiring professional repair
RACQ's rejection did not address this point at all.
2. Glass Invoice Timing Issue
Problem: RACQ provided a glass repair invoice (O'Brien Glass) dated 6 November 2025.
However: The vehicle repairs hadn't started yet on 6 November - the car was still being assessed.
- If the windscreen was damaged in the incident, why was glass repaired before the body work?
- If the windscreen wasn't damaged in the incident, why is RACQ including this cost?
- The glass invoice timing raises questions about whether it's related to this claim
RACQ's rejection did not address this timing discrepancy.
3. ADAS Recalibration - $189.98
RACQ's claim: ADAS recalibration required after repairs.
Paris's response:
- ADAS sensors are located on the windscreen and front bumper
- The damage was to the rear quarter panel and rear door
- No structural work was done to the front of the vehicle
- ADAS recalibration is only required when the windscreen is replaced or front sensors are disturbed
RACQ's rejection did not explain why rear quarter damage requires front sensor recalibration.
The "F & R" Non-Response
On 23 January 2026, RACQ's Quantum Assessor reviewed the dispute and provided only:
"F & R"
This stands for "Fair & Reasonable" - but provides zero justification for:
- Why a plastic hub cap costs $470 to repair
- Why glass was invoiced before body repairs started
- Why rear quarter damage requires front ADAS recalibration
- Why the left-hand splash shield is charged when damage is on the right
This response fails to meet the requirements of the General Insurance Code of Practice, which requires insurers to provide clear reasons for their decisions.
⚠️ ESCALATION: Complaints Department
Current Status - 23 January 2026
RACQ's Internal Dispute Resolution (IDR) has rejected the dispute with an inadequate "F & R" response.
Next Step: Escalate to RACQ's Complaints Department
Why Escalate?
- The IDR response ("F & R") fails to address specific concerns raised
- Under the General Insurance Code of Practice, insurers must provide clear reasons for decisions
- A one-line "Fair & Reasonable" statement is not an adequate response to a detailed dispute
- If the Complaints Department doesn't resolve this, the next step is AFCA (free external resolution)
RACQ Complaints Contact
| Phone | 13 7202 (ask for Complaints Department) |
| complaints@racq.com.au | |
| RACQ Complaints, PO Box 3004, Logan City DC QLD 4114 |
Draft Email to Complaints Department
To: complaints@racq.com.au
Subject: Escalation to Complaints - Claim MV17496728 - Inadequate IDR Response
Dear RACQ Complaints Team,
I am writing to escalate my dispute regarding claim MV17496728 to the Complaints Department following an inadequate response from Internal Dispute Resolution.
Background:
- 15 January 2026: I submitted a detailed formal dispute identifying $1,025.37 in questionable charges
- 16 January 2026: Leisa S (Claims Management Officer) responded with additional photos
- 21 January 2026: I provided a detailed rebuttal addressing specific concerns about a hub cap being charged as rim repair ($470), glass invoice timing, and unnecessary ADAS recalibration
- 22 January 2026: Leisa S confirmed escalation to Quantum Assessing
- 23 January 2026: Dispute rejected with only "F & R" (Fair & Reasonable) - no detailed response
My Concerns:
- The "F & R" response fails to address why a plastic hub cap requires a $470 "rim repair"
- No explanation was provided for why the glass invoice is dated before body repairs began
- No justification was given for ADAS recalibration when only rear quarter panel was damaged
- The left-hand splash shield charge was not addressed despite damage being on the right side
Under the General Insurance Code of Practice, I am entitled to clear reasons for decisions affecting my claim. A one-line "Fair & Reasonable" statement does not meet this standard.
I request that the Complaints Department conduct a thorough review and provide a detailed written response addressing each of my specific concerns within 30 days.
If this matter cannot be resolved, I will escalate to the Australian Financial Complaints Authority (AFCA).
Please confirm receipt of this complaint and provide a reference number.
Yours faithfully,
Paris Evan-Jones
Unit 3/40 Miles Street, Clayfield QLD 4011
Email: parissc@outlook.com
Claim Reference: MV17496728
After Complaints - AFCA
If RACQ's Complaints Department doesn't resolve this within 30 days, or you receive another inadequate response, you can escalate to:
Australian Financial Complaints Authority (AFCA)
- Phone: 1800 931 678
- Website: www.afca.org.au
- Cost: FREE for consumers
Insurance companies generally prefer to settle before AFCA involvement because AFCA complaints cost them significant time and administrative resources.
Timeline for Resolution
NOW - Send Complaints Email
Send the email above to complaints@racq.com.au
Within 5 Business Days - Acknowledgment
RACQ should acknowledge receipt of your complaint
Within 30 Days - Response Due
RACQ Complaints must provide a substantive response
If No Resolution - AFCA
Lodge complaint with Australian Financial Complaints Authority
Research & Likely Outcome
Updated 23 January 2026 - Based on research into Australian insurance dispute processes and AFCA data.
Understanding the Process
In Australia, insurance disputes follow a standard escalation path:
1. Internal Dispute Resolution (IDR)
First level complaint within the insurer. REJECTED - 23 Jan
2. Complaints Department
Senior review within the insurer. CURRENT STEP
3. AFCA (Australian Financial Complaints Authority)
Free external ombudsman service. Insurance companies strongly prefer to settle before this stage.
4. Court (rare)
Only for amounts over AFCA limits or if AFCA decision rejected.
What the Data Says
Based on AFCA's 2024-25 Annual Review:
| Total general insurance complaints | 34,231 (up 17%) |
| Resolved at early stage (before formal decision) | 45% |
| Formal decisions in consumer's favour | 30% |
| Formal decisions in insurer's favour | 70% |
| Average resolution time | >50% within 60 days |
| Total compensation secured by consumers | $390 million |
What This Means for Paris
The good news: 45% of cases resolve at the early registration/referral stage - meaning insurers often negotiate rather than fight through the full process. The threat of AFCA involvement is powerful.
The reality: If this goes to formal AFCA determination, insurers win 70% of the time. Paris's best outcome comes from negotiation, not a formal ruling.
Paris's Position - Strengths & Weaknesses
Strong Arguments
| LH Splash Shield ($20.70) | Very Strong | Damage is on the RIGHT side. This is either an error or padding. |
| Rim Repair ($470) | Strong | Photos show a plastic hub cap, not an alloy rim. RACQ hasn't proven rim damage. |
| ADAS Recalibration ($189.98) | Strong | ADAS sensors are on windscreen/front bumper. Rear quarter damage doesn't affect them. |
| Communication Timeline | Moderate | RACQ went silent for 2+ months, then sent "FINAL NOTICE" without intermediate contact. |
| IDR Response Quality | Moderate | "F & R" with no explanation may violate General Insurance Code requirements. |
Weaker Points
- At-fault & uninsured: This weakens Paris's overall position
- Hire car duration: 16 days is long but potentially defensible
- Other items: Wheel alignment, cavity wax, blending - harder to prove unnecessary
Realistic Outcome Prediction
BEST CASE (20%)
RACQ Complaints reviews, removes clearly wrong items
LIKELY CASE (50%)
Negotiated settlement after AFCA threat
WORST CASE (30%)
Full amount (but with payment plan available)
Honest Assessment
Paris will likely end up paying $3,800-4,100 - a reduction of $300-700 from the claimed amount.
Why not more? She was at fault and uninsured, which weakens her position. Most disputed items (except the splash shield) are arguable either way. AFCA statistics show insurers prevail in 70% of formal decisions.
Why not the full amount? The LH splash shield is clearly wrong. The "rim repair" evidence is questionable (hub cap vs rim). The "F & R" response without details is weak. The threat of AFCA creates admin cost for RACQ.
Best Strategy for Paris
- Send the Complaints Department email TODAY - this creates formal pressure
- Focus on the 3 strongest items: Splash shield ($20.70), Rim ($470), ADAS ($189.98) = ~$680
- Be willing to accept the rest - fighting every line weakens credibility
- Offer to settle for ~$3,800 if they remove the disputed items
- Mention AFCA - insurers hate the admin burden of AFCA complaints
- Keep financial hardship active - this protects against collection action
The Emotional Reality
For Paris (who is stressed)
- This won't ruin you financially - even worst case, it's ~$4,500 with payment plan options
- You did nothing wrong - RACQ's silence Nov-Dec was their failure, not yours
- The system protects you - Financial hardship pauses collection, AFCA is free
- It will end - Most AFCA cases resolve within 60 days
- The amount IS likely to reduce - the splash shield alone is clearly wrong
What NOT to Do
- DON'T panic and pay the full amount - the disputed items need justification
- DON'T ignore it - debts can be referred to collection agencies
- DON'T expect a massive reduction - the core repairs are likely legitimate
- DON'T fight every single line item - focus on the strongest arguments
Sources
Financial Rights Legal Centre - Car Accident When Uninsured
AFCA General Insurance Complaints Annual Review
Legal Aid NSW - Car Accidents Insurance
Legal Aid WA - At Fault Claims
Insurance Council - General Insurance Code of Practice
AFCA - Insurance Complaints
Next Steps & Timeline
TODAY - Call RACQ
Apply for financial hardship and lodge the dispute. Get reference numbers.
TODAY - Send Email
Email the formal dispute letter to claims@racq.com.au
Within 21 Days - Hardship Response
RACQ must respond to your hardship application. Collection is paused.
Within 30 Days - Dispute Response
RACQ's internal dispute resolution should provide outcome.
If No Resolution - AFCA
Escalate to Australian Financial Complaints Authority (free).
What's a Realistic Outcome?
- Best case: They review, remove unjustified charges, settle around $3,400-3,600
- Likely case: They negotiate, you meet somewhere around $3,700-4,000
- Worst case: They push back, you escalate to AFCA - insurers hate this
Do NOT pay the full $4,489 without them justifying the disputed items (especially the $470 rim repair and $190 ADAS recalibration).
Important Contacts
| RACQ Claims | 13 7202 |
| RACQ Email | claims@racq.com.au |
| Hardship Info | racq.com.au/support/supporting-vulnerability |
| AFCA (if needed) | 1800 931 678 | afca.org.au |
Your Rights
- You have the right to dispute charges not directly caused by the incident
- You have the right to request evidence for claimed repairs
- You have the right to financial hardship assistance
- You have the right to escalate to AFCA if RACQ doesn't resolve fairly
- Being uninsured doesn't mean accepting inflated repair costs