Malcolm McGinn

Malcolm McGinn has played an integral role in our insurance team for over 25 years. His journey encompasses a range of experiences, from assisting members with minor issues to aiding those facing natural disasters. Malcolm's commitment to customer service and community involvement truly embodies our values. 

Having spent 20 years working in various sales roles, mainly in the hardware and plumbing industry, Malcolm’s journey to RACT unfolded after a disappointing experience with an insurer following a home theft. Reflecting on his claim, he said, "I just didn’t get the level of service that I expected.” 

A few years later, a friend informed Malcolm about a home assessor position opening at RACT. Despite lacking insurance industry experience, his unique perspective of what not to do gained through his theft claim gave him great insight into how best to serve our members. 

Malcolm believes one of the core principles distinguishing RACT from other insurers is its commitment to exceptional customer service. "We want to achieve the best service level we possibly can, the best customer service outcome that we possibly can and look after our members as best we can,” he states. 

Insurance, as Malcolm points out, is often seen as a product people hope they never have to use - a safeguard against unforeseen events. He explains, "it's when things go wrong that they truly realise the value of their policy." 

One of the more poignant aspects of Malcolm's role is that he often finds himself talking to members during their most vulnerable moments. Whether it's a house destroyed by a fire, flooded during a storm, or any other challenging situation, "we’re often the first people to see our members in a distressed state," he says. 

Malcolm was on the frontline during the 2013 Dunalley bushfires. “I was assessing a theft claim the day the fire broke out,” he recalls. “We [RACT] were the first group of people let into the peninsula. As members were lodging claims, we were able to go around and assist them to try and get them help as quickly as we could.” Malcolm said it was a devastating time for the community, but one which brought a community together. Malcolm still keeps in touch with many of the people pictured in the harrowing news article that day as they sheltered from the fire in the river. “You don’t forget,” he said. 

Colin's driving journey spanned various roles, from driving taxis to working shifts for Armaguard. "Driving an armoured vehicle is not easy! I remember having to back into the Reserve Bank with only two inches to spare on either side of the mirrors, and a turntable to spin you around at the bottom to come back out."

Dedication to the community goes far beyond the office for Malcolm. Eight years ago, his life was turned upside down when he found out he had prostate cancer. “This experience made me realise that life is not a rehearsal, and we must make the most of every opportunity," he says. When he received the fantastic news just 18 months later that he was cancer-free, he was inspired to turn adversity into action with ‘Posties for Prostate Cancer’. Gathering a group of determined, like-minded riders from across Australia, he led a 4800km journey along the east coast, from Hobart to Cairns, to raise awareness about prostate cancer. “The success of that program prompted me to consider just trying to be more involved in the community,” he shares.  

Malcolm later became a Board Director of Foodbank, the Vice Chairman of Claremont Men's Shed, and a Board Director of YMCA. "RACT supported me through my cancer and have been flexible enough to support my community endeavours so that once a month I can just quietly disappear for a couple of hours and partake in the board meetings,” he says. 

Malcolm's journey with RACT stands as an inspiring testament to an individual's impact within an organisation dedicated to its community. As he puts it,“you can have a bad day but you can still deliver good outcomes for a member and that’s what makes me sleep at night.”