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This is the most terrible car insurance company I have ever used. Their customer service advisers should have been trained in basic customer CARE skills. Their Customer relations department is very good in finding excuses to get away with the things they have done wrongly. They took 7 months of my car insurance from my account without informing me. Well, after that they sent me a letter to inform me they would charge me 1 week later but in fact they have already taken the money. They don't care about customers. I have escalated my complaint to their CEO Mr Chris Woodhouse. He must be hiding somewhere because it has been more than 1 month but no respond. I am going to send my complaint to Financial Ombudsman Service. STAY AWAY FROM RAC INSURANCE IF YOU DON'T WANT TROUBLE!!!
The title really says it all. I went online ( Go Compare)and found a very competitive quote for £198.16 from RAC Insurance. I also had the piece of mind of dealing with a very reputable company ( I thought) which made the offer even more appealing. Unfortunately it was not a pleasant experience. After accepting the offer and making payment from my debit card I printed off the documents. To my astonishment the amount paid was £291.50. A difference of £93. 34.. I had not asked for any extras such as legal assistance, and therefore I was at a loss as to how something can jump up that amount? Had I not checked my details carefully I would have been oblivious to what had occurred. I phoned the relevant number and after being on hold (more infuriating) I spoke to one of their representatives. I explained the situation and found her attitude particularly unhelpful. I could see the amount on my screen but the representative simply informed that the amount was £291.50. I was then informed that I should photocopy documents and send them to RAC. This error was not of my making, but I have to do all the collating and sending? The representative did not try and give me a breakdown of how this might have occurred. Perhaps there was a 'tick' in the wrong box? Perhaps the mistake was on my part? I accept that mistakes happen but no help or solution was forthcoming. I cancelled the policy on the spot but I was not given a reference number or caller details to aid me in further communications. I was also not informed when my payment would be refunded. I was incensed at the cavalier way I was being fobbed off. I have since been trying hard to get my money back but letters to the Customer Services Manager and even the Managing Director have been ignored. If yoiu are on this website, and considering whether you should go with RAC insurance, I would say this to you......GO WITH ANYONE ELSE....otherwise you will regret it. Their customer service stinks!
They'll say anything to get your business.
Last month I took out insurance with the RAC for myself as policyholder, my wife as named driver and my son as named provisional license holder driver. I advised them on several occasions that in three weeks time my son would be sitting his test and asked if I could change him to full license holder on passing his test. I was told that this would NOT be a problem in fact the cost of the policy would not increase for the following two weeks but after that it may increase slightly. Three weeks later my son passed his test so my wife contacted the RAC to change the policy only to be told that they do not insure new drivers. As the policy was of no use to us she mentioned cancelling but they started quoting cancellation charges and other charges, something about short-term rates (very expensive), needless to she there was a few words raised. I called them back from my work site, waited patiently for twenty-three minutes for them to answer the phone and then finally got to speak to someone. After telling my side of the story I advised him that I too record all business calls and that the RAC had broken their verbal contract, I was then put on hold for a further twenty-eight minutes. In the end they accepted responsibility saying the initial advisor had made a mistake and they refunded us in full minus the days we were insured and did not charge the cancellation fee (which they were not going to get anyway). Obviously one very upset new driver, what a way to start it was supposed to be an exciting day. After a five-hour search we finally got insured with another company, no names mentioned but their company name has two words, the first is a major city in the UK and the second is the name of a former queen. Thank you RAC I will certainly never use your services again and will encourage others to avoid you.
I took out this policy because they were the cheapest online.
Did not recognise my RAC breakdown cover online (for free upgrade to RAC insurance plus). When I called to add it on the policy they said that I had to do a new policy. So had to cancel the one I did online. The new policy came out 30 pounds more through the call centre. After lot of persuation they agreed to price match (said would refund be the 30 pounds later, but initially I had to pay for the full amount).
New policy papers arrived and I found that they had the overnight parking location wrong. Called up to correct it they said that I had to pay 55 pounds for the change. Asked them to price match with my old web policy, they refused. I cancelled my 2nd policy again.
Now I have to return both my Motor Certificates to get back my money. Will never use again. Avoid.
I have spent several hours on the phone attempting to get the RAC to amend a policy document that they incorrectly issued to me. Even though it was their mistake they insisted on charging me an extra £40 as they needed to re-quote the policy. Their customer service is terrible, it takes an age on hold before you can speak to someone, and they can't sort your problems out when you finally get through. Heaven knows how much trouble it is if you ever need to make a claim. Best of luck if you ever use this company.
I have been insured with RAC for the last two years. I have never had to claim so I am not sure how much of a review I can write here!
What I can say is that the call centre I spoke to was somewhere where English was the first spoken language (see my review on Zurich home insurace!! PLUG!!) The person who I spoke to was very helpful and easy to speak with.
I chose RAC after using a comparison website (but at this stage I hadnt discovered cash back websites DOH!). I didnt apply straight away online as I wanted to haggle compared to my renewal quote from my previous insurer plus other quotes I had. I have also found that talking to the person and striking up a balance with them means that sometimes they will do you a 'deal'. So we arranged it all over the phone and my policy arrived swifty in the post. Fantastic!
I later had to add my partner who is a learner driver. Fearing a massive hike in premium I phoned up in trepidation. I needed have been so sacred again after striking up conversation with the operator and them taking all my partners details my premium actually WENT DOWN. 'With a learner driver???' I asked, 'Yes' was the simple and pleasing reply!
I joined RAC Insurance and got a really good deal, very good policy and very helpful staff. Problem - RAC Insurance became RAC Insure Direct (or something like that) but basically just became a broker. Outcome - Premium which I expected to go down slightly with another years NCD actually went up by 3 times my original premium. As you will no doubt have guessed I did not re-new with them. The call centre rep was also not surprissed when I explained why!! Shame really!!!
You only really know how good your insurance company is until you’ve had an accident and made a claim, right? Wrong. I’ve been with the RAC for a couple of years now, and I haven’t had any accidents whilst I’ve been covered with their good selves. I must say that the premium was very good for someone of my age (I was 22 when I defected from Admiral to them), and I was able to protect my no claims which was really good. The first year was great, I paid the cash, got the certificate, and drove around, happy as Larry (whoever he/she is). No accidents, no queries, nothing. Very expensive piece of paper really, an insurance certificate, but it’s even better if you don’t need to use it. Great stuff. So after a year, I renewed my policy with the RAC for another year, setting up a direct debit no problems, and receiving all the documentation in the post, no problems. Sorted. No need to worry about that for another year, or so I thought…. I renew in July (well, I used to, but we’ll come to that later), and my Switch card I was using for the direct debit expired at the end of November. I digress, but I’ve been with Orange for my mobile since 1999, and have had a new Switch card every year since then, and it’s been no problem for Mr. Orange to direct debit, and it was no problem for Mr. Admiral insurance prior to Mr. RAC… So, everything was going swimmingly (as much as the non-relationship you crave from an insurance company can be going), until mid-November. At this point I was working away from home, and my lovely Mother and I had an agreement that she’d forward all my post to me in a big bundle at the end of every week, unless there was something important (like a recorded delivery letter, new credit card etc), in that case she’d open that and let me know, or hold onto it and give it to me personally. So, mid-November, and I receive a
text message from Mother, saying “why has the RAC sent you a recorded delivery letter?”, answer – “I don’t know, open it”, reply “your insurance will be cancelled in 7 days, call them”. So I ring, and apparently, my direct debit for December was declined. Why? No idea, but it could be something to do with my card expiring at the end of November, but “that’s fine Madam, we’ll re-enter your card details and everything will be marvellous”. So, I repeat every bit of info about my bank details, completely identical apart from expiry date and issue number, and it’s all fine. Phew. 1 month later, text from Mother, “Car insurance cancelled in 7 days, call them”. B****y hell. So I ring, repeat my details AGAIN, and everything’s great again, relationships have been restored and I can drive my car happily. Great stuff 1 month later…(Do I really need to tell you the course of events?) In April, it’s still going on, still every month a recorded delivery letter sent to Mum and a text to me, and a call to the RAC to repeat everything one more time. Getting a little tedious now, and I’m told that since my policy expires in July and I only have 2 more instalments (of just over 25 pounds, note, twenty-five pounds) to pay. I offered to call them before they harass my mother, and was kindly told that my direct debits would be cancelled (I mean, they weren’t working anyway were they!?!), and I could manually pay every month, before a certain date, to avoid Mother getting flustered by silly letters. Fantastic, everything’s sorted – mental note to self, “Don’t renew with RAC, or if you do, pay it all off in one big lot”. At the start of June, I was (luckily) on a day off from work, idly pottering around the house, mobile ‘phones on silent, enjoying the
lovely weather and a day off, when my boyfriend AND my housemate call me, saying my Mum’s been calling them, and that I shouldn’t go anywhere near my car. Not normal. So I ring Mother, and apparently she’d opened a solicitors letter (NOT recorded delivery this time), saying that my insurance on my car was cancelled on the 14th May and that I owe the RAC £125; 4 instalments of just over 25 quid plus an admin fee of £15. Interesting, seeing as I’ve been paying manually every month and was told that I only had 2 months outstanding - to me, that’s about 70 quid, not 125. Did I care about the odd 55 quid unaccounted for? Of course I didn’t! I’d been driving an uninsured car around for 3 weeks without knowing about it! And more to the point I need that car for work, and I had no understanding and no warning of this. Strange how they were happy to send things recorded delivery when they wanted payment but a letter “just to let you know your insurance has been cancelled” was sent by normal mail. Anyway, so I called them immediately, and paid (grudgingly) the 125 quid, and was informed that I could set up a new policy no problems Madam. What?!? Like I’d want to be insured with them, but like I have any choice now because I’ve got to answer “yes” to the dreaded question asked by all insurance companies “have you ever had an insurance policy cancelled or declined?”. So now I’m stuck with the RAC for this year, but in all fairness, actually because their quote wasn’t half bad, and I paid the whole lot upfront, and it’s actually cheaper than my previous premium. One small fact, though, that was 2 weeks ago, and I haven’t received my new insurance certificate yet… So, basically, I’m not really sure whether I like the RAC or not yet, it depends how we get on with their complaints depar
tment in the next few months I suppose! I’ll let you know… p.s. Might I just add that actually they are very friendly over the ‘phone, always knowledgeable about everything, and extremely helpful. I don’t know how their claims procedure is, and I don’t really want to find out. I’m only commenting on the seemingly poor organisation of their payment procedures!
You hear that mind numbing 'CRASH' as the other car hits yours...it is indescribeable. With the car hit and the damage done, the whole thing is a 'snapshot' and is totally irreversible. Quite apart from checking that the other driver is alright (and that you are) your immediate reaction is to look at the damage and cringe. It is always looks worse than it looks. Lets say, you, like me, have been paying motor insurance since Noah said 'cast off the bowline' and you rarely claim for anything. You now want a first class service to kick in. You want all this taken off your hands, you dont want to be waiting for forms to fill in or people to ring you back 24 hours later. you want an instant response, after all, thats what you're paying for. In my case I have been with the RAC for about five years now and have only claimed once, when my car got broken into and had the window smashed. On that occassion I have to say they were great, the service was quick and I had my car back before I knew it. On Monday 11th June I was leaving a filling station when I was hit from behind. This was at 7.15pm. We didn't swapped details and as I couldnt get my boot lid shut she lent me a bungy strap and a tea towel to protect the paint. I then bade her farewell and went off home for my supper. At 8.30 I rang my RAC insurance number from the booklet supplied. I explained that I had emptied the car of belongings but I was unable to lock the boot lid and it was parked in a street. 30 minutes later a flatbed tow truck was outside my house, 15 minutes after that I watched it pull out of the street. It was to be taken to a secure holding centre and delivered to the garage the next morning. The next morning I was called by the RAC to ask if everything had gone well the night before. (now that's customer service) to which I expressed my sincere appreciation. They reported that it was in the garage and being evaluated that morning. The garage
would contact me. In the meantime she said she was now handing me over to my insurance company AXA who would deal with the rest of the claim. Well, that was a bit of a shock, I thought the RAC were my insurers (though I suspect that had I read the booklet properly I would have known this). I contacted Axa with a reference number and they were so very helpful and sympathetic to my problems. I was day off on this day but had to emphasise that I needed a car the next morning as I worked 12 miles away. The car had to be assessed first by an approved inspector as to whether it was repairable or if it would have to be written off. Crossing my fingers worked because the garage rand me at 12 noon the next day to tell me my car will be repaired and the driver is just leaving now with your car. Sure enough my hire car arrived 30 minutes later and was duly handed over. The point of this opinion is to tell you of the service I received from RAC and as it happens AXA. The only thing I had to do was write down a telephone number, The service was absolutely brilliant and if I am paying £30-50 over the odds each year I don't really care. Its NOW that I need this to be dealt with swiftly. Saving money may have cost me more in all sorts of ways. I am definately staying put this year and I would recommend them to anyone. If you want to compare the good and the bad, I work with the person that hit me from behind. Her insurance PROVIDENT was an absolute nightmare. I am about to write what has happened to her. As it happens she is only 21 and pays an extortionate annual fee for just having a ROVER 214. When it came to the crunch (no pun intended) they were absolutely appalling. Please read my op under PROVIDENT (out shortly)
I have a month or so to go on my car insurance, so I have started ringing up for car insurance. I tried RAC after it was recommended to me by my friend and since my brother is insured with them. When I rang up I had to pick some options to make sure you went through the right person. The first option was: ‘Under 21, six points on driving license, and any previous driving offences’ being 19 I was put in the same category as people who had points on their driving licenses. Is that really necessary? All young drivers aren’t reckless I am not for sure. I had to pick that option and when I got through the person was quite friendly, he was called ‘Steve’ he must have asked my twenty questions or so, like make of car, engine size and then more personnel questions like, previous jobs, occupation, income etc. Most of which I thought was previously useless, but I answered them anyway. He put me on hold and within a couple of minutes got back to me, the quotation was very high £870 for third party and over £1000 for fully comprehensive. My data was saved just in case I wanted to take their offer up and I was sent some written documents through the post a couple of days later. They did seem friendly but the quote was a bit high compared to my current car insurance. I did visit their website at: www.rac.co.uk where I think you can do online car insurance check and there’s also a very useful map guide which can plan journeys for you. Overall RAC was a bit expensive for me but I think if you are over 25 it will do you a good quote. You can ring them on a free number:0800 0152 884.