RAC Car Insurance Avis 

easy went on comparison site then your site and joined

Absolutely ABYSMAL experience, I had an accident Tuesday 11th Aug, I reported my accident to the out of hours “service” who eventually organised my recovery. They sent the wrong recovery vehicle, but the guy managed to get it sorted. Now, I am ensured and pay my premiums to BISL RAC insurance, when I called them, they said sorry it’s not them it’s AXA insurance (I’m already fuming). I then call AXA on Tuesday to report my accident (I am fully Comprehensive). The call handlers tell me that they haven’t been given the report from the out of hours office, so I have to wait for it to come to them. On THURSDAY morning, I receive an email, stating “ we have attempted to call you” but apparently they couldn’t get me (there were NO missed calls on my phone) funny that eh! The email tells me I have an encrypted message from AXA and I have to create a password to access it, once I have created it I would be sent a password to access this top secret encrypted message!!! What could this message be? It was a highly sensitive request for me to call them on the number below!!!! Wow!!!! I finally get through to them and speak to someone report the accident. For some strange reason no one can tell me if I have a curtesy car? No one can see it on the screen as sometimes it’s not stated clearly and I have to check my policy. I speak to 4 different people only to be told yes you do have a curtesy car however it’s “subject to availability”!!! Ok, so i ask if that’s the case anyone claiming use of a curtesy can can be told “sorry none available”? Well ladies and gentlemen that is EXACTLY, the situation. After being led up and down the garden path, I’m told I CAN have a curtesy car BUT, I would have to pay extra for that!!! I then ask for a copy of my policy as I’m told that it’s is clear on the policy under what circumstances a curtesy is provided. Lo and behold I’m send a short form version without that information on it! Hmmmm interesting! I have never experienced in my nearly 30yrs of driving, such a disjointed, sloppy, slow and service user unfriendly service. They are quick to take your money, but when it comes to helping it’s a “computer says no” scenario. Absolute Rubbish!!! If I could give No stars I would! If they write the car off I’m not expecting any decent offers because their 3rd party Co-Part make the decision (a car breaking company that pays you out) why would they pay me a decent amount. Straight rip off. Don’t use this company. If you want to speak to me directly I’m happy to tell you more.

UPDATE

These companies just fob you off with a I’m sorry because it looks good. They need to respond but do NOTHING! Even if I don’t get a curtesy car, that’s not the worst issue although it’s not good. It’s the back and forth and slackness when dealing with my accidents. As I said they are quick to take our money, on the CHANCE, that something MAY happen. You can pay these companies for YEARS, but as soon as you try to claim it’s an issue. This is their response to me to my email:

Hi Mr R Anderson,

Thank you for taking the time to share your review with us.

At RAC, we’re committed to listening to our customers, and we’ve noted that you wouldn’t currently be likely to recommend us.

I understand you're unhappy with the claims process and the courtesy car and I’m sorry to hear about your experience.

Due to the nature of your complaint, we are unable to assist further, but I want to reassure you that your concerns have been escalated to our Complaints Team. They will be in touch within 3 working days to discuss this further.

Complaint reference:

I am rying to update my new Policy 139495267 01 and not receiving any replies to email

I have been with the rac for many years and although I could get a cheaper cost I stay with the rac because I do, in recent times I had an accident the support I had was great as I was a long way from home I felt thankful that I was with the rac.

After a couple of false starts where the payment for the insurance could not be completed, the website was easy to navigate and the good value insurance cover is now in place.

Good value.

Very good renewal was very easy and simple

I hope the car insurance I’ve chosen will cover what I need. Information on the website was helpful and the price was reasonable. I haven’t had to contact the RAC about a claim yet so I can’t really report on that side of things.

terrible service, no support, the chat has nor response keeps pulling me off the chat, there is no number to call.

I’ve been with RAC for around three years and have stayed with them despite having plenty of cheaper alternatives available.

This year, my auto-renewal payment failed because my card was declined. I completely accept that this wasn’t RAC’s fault. However, I wasn’t given an option to simply make the payment online and had to spend time calling customer services to sort it out.

What really disappointed me was discovering that I had then been charged an additional £20 late payment fee.

I contacted RAC and asked if they could waive the charge as a goodwill gesture, given that I’m a long-standing customer and had made an effort to resolve the payment issue. Unfortunately, I was simply advised to speak to my bank.

I understand that £20 may not sound like a lot, but it’s the principle and the customer service that matters. If there had been a straightforward online payment option, I would have paid immediately and this could all have been avoided.

The frustrating part is that I could easily move to another provider and potentially get a cheaper premium plus £30–£50+ in cashback. I’ve stayed with RAC because of its reputation and long history, but this experience has made me question whether customer loyalty is actually valued.

Sadly, I’ll probably be looking elsewhere when my policy comes up for renewal next year.

Three years of loyalty, but when there was an opportunity to show some customer goodwill, RAC chose the £20 charge instead. Very disappointing.

You added £200 to premium for a claim that was never made.

No hassle! No stress!

Great price ,fairly easy to complete online .

I've been with the RAC since 1986. They've never let me down. As a woman driver, they've always got to me as quick as possible, and offered reassurance whilst waiting.

Our learner driver passed her driving test. RAC could not provide business use cover, for her as a named driver. They could provide commuting cover and quoted us £130 additional cost. They said they'd try and provide business cover by making our learner driver the main driver. But they could not quote for that. So we said OK to £130, but they said it was now £180. We asked them to honour the original quote and after some delay they hung up on us. We had to insure the car elsewhere. RAC then charged us a £45 cancellation fee, even though the cancellation was enforced upon us, and not of our choice.

Website is easy to use and the price is reasonable