RAC Insurance Reviews

Name: RAC Insurance
Rating: 2.21

2.2 Rating 1,241 Reviews

30 %

of reviewers recommend RAC Insurance

Company Reviews

Questions

Metrics

2.2

Based on 1,241 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	1.4 out of 5
Cancellations & Refunds
Cancellation Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I recently purchased car insurance online, listing my wife as the main driver and myself as the additional driver. However, the policy was incorrectly issued in my name. When I requested a correction to reflect the intended policyholder, my request was denied. Instead, I was charged a £25 cancellation fee, despite the policy not taking effect for another three weeks. This experience has been deeply disappointing. It is unacceptable to penalize customers for mistakes that are not their own. I strongly advise others to be cautious when dealing with RAC, as they impose unfair charges for errors on their part. I purchased the policy through your website after being redirected from CompareTheMarket. During the process, I selected myself as the additional driver and my wife as the main driver. At no stage—either on CompareTheMarket or on the RAC website—was I asked to specify the policyholder. However, after completing the payment, I was surprised to find myself listed as the policyholder in the documents. This appears to be an error on the part of both CompareTheMarket and RAC, yet I am the one bearing the consequences. Instead of addressing the issue, you are relying on your terms and conditions to avoid responsibility. Furthermore, your customer service has been unhelpful; despite having my contact details, you have not reached out, forcing me to spend an excessive amount of time on hold when trying to resolve the matter. I firmly believe this mistake is on your end, and it is disappointing to see such disregard for customer care. I sincerely hope you reconsider your approach, as treating customers this way will ultimately drive them away. I would appreciate a prompt resolution to this matter. Please advise on the next steps at your earliest convenience.”

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Posted 1 month ago

“Save your money and go somewhere else. RAC WA Home Insurance is nothing more than a legalised scam. A 1 star rating from over 100 hundred reviews cannot be wrong. Our house was flooded after a burst water main; Open and shut accidental damage claim. After months of delays RAC denied the claim saying the flood didn't cause any damage. A Engineering report commissioned by RAC even stated there was damage likely caused by the flood. Seems like Delay, Defend, Deny is alive and well and being operated by RAC WA Home Insurance.”

RAC Insurance 1 star review on 24th December 2024

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Posted 3 months ago

“Sneaky fees Be very careful with these if you have to cancel you insurance for any reason, they charge you the £45 cancellation over 14 days after you take the policy out but they also add on something called intermediary service fee! Another £45 Yes aparently it's in the policy booklet somewhere but don't advertise it on the main costs for cancellation within the breakdown of fees. They have just lost a customer and hopefully some more for their sneakyness.”

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Posted 4 months ago

“I have had an absolutely appalling experience with RAC and feel compelled to share my ordeal to warn others. On the 1st December 2024, I reported a breakdown at 20:19, expecting the professional and reliable service I had paid for. What followed was over 8 hours plus of waiting in freezing conditions with inconsistent updates, which I had to keep calling in repeatedly myself , lack of empathy, and ultimately being stranded. The estimated arrival times kept shifting—from 21:40-22:40,12:20am-3:20am to an outrageous 7:30am-10:30am. This caused me to miss my hotel booking, as RAC patrol could only take me to only one place either the hotel or back home. Despite explaining to RAC that I needed medication at 22:20 due to a pre-existing condition (which I hadn’t expected to need during a breakdown), their responses were dismissive and unhelpful. When I finally got through to Emily, she suggested I cancel the callout and rebook, which would’ve meant waiting even longer. No solutions were offered for what to do during the long wait, and at one point, I was even told not to call back. By the time help finally arrived at 2:24am, I had endured over 7 hours plus of frustration, freezing cold, and rising stress, which impacted my health as a diabetic with high blood pressure. I could barely feel my feet as it was freezing cold. They sent out an independent breakdown company who found me shivering with cold and reported back to his head office that this call out should’ve been a priority with the state he found me in and especially with my medical condition. To which his office replied back which I heard myself was that it’s not been sent to us as a priority yet stressing numerously to RAC about my medical condition they didn’t really care or pass it on to the company who came to me on there behalf. The saga didn’t end there. Over the following days, communication was a disaster. I was repeatedly told incorrect information, including that my vehicle had been delivered to the garage when it hadn’t. Today being the 4th or December 2024, I was promised a rental vehicle from Enterprise, which I needed urgently due to RAC’s failure to tow my van on the night of the breakdown. I was picked up by the car rental company and as I arrived at Enterprise, they informed me that the rental was for a manual vehicle, despite being given a choice for a manual or an automatic by the RAC representative themselves I opted for an automatic. I contacted RAC to resolve this as being asked by enterprise rentals thinking it was an oversight by them and spoke with a representative named Heather, whose behavior was appalling and humiliating. She accused me—without any evidence—of using my van for business purposes and abruptly canceled the rental vehicle and even refused me my own vehicle back which has been stored by them/their independent contractor due to them not being able to bring it back to bradford as my RAC covers me to be taken anywhere of the time of breakdown if they can’t fix it plus car hire to get me to my destitution for 3 days. Heather also claimed she had accessed my business details and made unwarranted assumptions based on my company being registered to my home address. I explained, repeatedly, that my van is solely for personal use and that my insurance, logbook, and council records permit records all reflect this. Her behavior was utterly unprofessional; she hung up on me, leaving me stranded and embarrassed in front of a room full of people at the Enterprise office including their staff. I had to arrange and pay for an Uber to get home, as neither RAC nor Enterprise offered me any assistance back. This entire experience has been humiliating, distressing, and unacceptable. I am pursuing formal complaints with the Financial Ombudsman and exploring legal options for breach of contract and emotional distress caused by this appalling service. If you’re considering RAC, I urge you to think twice. This experience has left me deeply disappointed and without trust in their services.”

RAC Insurance 1 star review on 4th December 2024

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Posted 4 months ago

“After being a loyal customer of RAC home insurance for 9 years, I am beyond disappointed with how they treated me. It was shocking to be dropped just when I needed their support the most. I trusted them to be there in case of emergency but it is clear that when it is a time for them to pay, loyalty and reliability do not mean anything for this company. I would strongly advice others to think twice before choosing "Rac insurance" - if you ever need to use the service you have been paying for, do not be surprise if they leave you high and dry.”

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Posted 5 months ago

“The Worst Insurance Experience Ever – RAC is a Complete Disaster! If I could give RAC Insurance zero stars, I would. My experience with them has been nothing short of a nightmare, and I strongly advise anyone considering them to RUN in the opposite direction. This company is a complete failure in every possible way. After filing a claim for my vehicle, RAC sent my car to a mechanic who left it untouched for TWO MONTHS. RAC never bothered to check in or follow up – if I hadn’t called them repeatedly (over 80 times!), my car would likely still be sitting there gathering dust. And every single call was met with the same useless response: “Someone will get back to you.” Spoiler: No one ever does. Then, to make matters worse, they LOST MY CAR KEYS, which included my house keys, putting my security at risk. I now have to spend hundreds replacing all my home locks. When I asked for accountability, their response was beyond rude and dismissive: “How am I supposed to know where your car keys are?” This is their idea of customer service! Even after submitting a formal complaint, nothing has changed. I was promised quick reimbursement for the out-of-pocket costs I’ve had to cover, but now they say they have no idea when – or if – I’ll be reimbursed. When I pushed back, a representative actually had the nerve to say, “If our service doesn’t suit you, change insurance.” RAC Insurance has cost me time, money, and peace of mind. They’ve shown nothing but incompetence, disrespect, and outright negligence. If you value your sanity, DO NOT USE RAC INSURANCE. This is hands down the worst company I’ve ever dealt with – a complete disaster from start to finish.”

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Posted 5 months ago

“Took out car insurance for my Dad with RAC. Good quote and nice and easy to set up, but he then decided to change his car (all a bit last minute!) after just 1 week of the policy being started. I logged onto the RAC portal to change his vehicle for which they were asking an addition £800, on top of the £497 he had paid a week before. With this seeming a bit extreme, and already having got a quote elsewhere for £720, I cancelled the policy. The next day, I ran some quoted through the comparison sites to get him a new policy and got a price of £674.17 from, you've guessed it, RAC !!! Logged back onto the portal and used web chat to ask why it was so much cheaper for a new quote rather than a change to an existing policy. I didn't really get an answer but was told that I wouldn't be able to purchase that quote due to there not being a year between cancelation and renewing! What a scam! And the worst thing of all is that they didn't even TRY and keep my business. Just brushed it to one side as if it really didn't matter that they will loose out on keeping a policy and keeping hold of someone's hard earned money. Just as a side note, they will also only refund £398 of my dad money so he's lost £99 for 7 days insurance. I realise that the admin fee would have been £25 but 7 days insurance doesn't equal £74. It should have only been £9.52. It seems like I'm not alone in experiencing these issues after reading some of the previous reviews. Won't be recommending or going back to RAC in the future!”

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Posted 6 months ago

“Couldn't offer a change of policy to a new car without cancelling old one and starting again at 3 times the cost. I cancelled and lost 50% of the cost after only 1 month due to rip off cancellation charges and admin fees. Chatbox is a complete waste of time at weekends with a 1hr wait until I eventually gave up . Total waste of time and money. Avoid at all costs.”

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Posted 6 months ago

“Policy price is 80% higher than any other provider - crazy!”

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Posted 6 months ago

“Misleading... avoid. Did the usual online comparison, including legal cover. Then it sent me to the RAC site and before I proceeded it didn't include legal cover, but was the same price as the original one including it. My error in not realising, but very misleading. The day after starting the policy, spoke to someone on online chat (glad it wasn't the 418 minute wait it originally stated). They can't help, 'Computer said no' and would be a £25 cancellation charge if I cancel my policy, and they wont add in legal cover unless I pay extra. I then got a quote from RAC for less money than what I paid, including legal cover... Daylight robbery. I expect better from a big company like RAC.”

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Posted 6 months ago

“Awful experience, they removed my named driver and doubled my premium a month after setting up the policy. Cost £180 to cancel the policy as it no longer met my needs. Disgusting company and I have never had service like it - AVOID AVOID AVOID”

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Posted 6 months ago

“Sneaky auto renew and hidden charges, impossible to contact a human to cancel. Terrible, will NEVER use again, even if cheapest, shocking way of operating”

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Posted 6 months ago

“After being in a&e with wife that was in a major car crash by no fault of her own at 9.30 pm eventually released by 7.30 am contact RAC to inform them of accident only to be put to someone in Africa maybe that had very poor English,had to call back four times as there line kept on failing after an hour was told we need info on damage to car which at this point was in a lock up and hour away,so off I go as I haven't seen it,three air bags gone both bumpers gone drivers door unable to open pretty much every panel damaged,so hour back home called them same faulty lines ,by this time we have police ref number for the incident,my lord was on phone for two hours answering the same questions again, not sure if it is being seen to as it will wait until tomorrow ,RAC need to do better as in home call centers not in a far away land that don't speak your language 💤💤💤”

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Posted 6 months ago

“Disgraceful company, auto renew doubled the premium, I cancelled 4 days in and cost me £50 . Avoid”

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Posted 6 months ago

“the worst insurance company and very bad customer service stay away from these thieves”

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Posted 6 months ago

“Charged me £85 cancellation fee within my 14 day rtc.”

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Posted 7 months ago

“I had originally requested a password rest link which never arrived.Spoke to an advisor (by the sound of it she was working from home) who did no more than delte my account and told me to request a new one without any explanation.Registered a new account but to this day have never received the email with the activation link despite contacting them several times over the issue.Kept being told it they can take 24 hours to arrive.There seems to be a problem with their e mails containing the password resets and account activation links as all other e mails arrive correctly.I even used another e mail address yesterday as advised on live chat still nothing.Lady I spoke to on the phone after was most insistent that the system was working correctly and refused to do anything more.Also stated it was my e mail provider that was blocking the re activation e mails.I will not be renewing after such poor customer service.Auto renewal has been turned off.”

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Posted 7 months ago

“A business that does not incentivise loyalty. RAC have provided my home insurance for 7 years, increasing it every year slightly. My final year, my payments had increased by £25 per month with no additional benefits. They also charge an additional £25 for the privilege of cancelling. Shocking business and customer service.”

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Posted 7 months ago

“Staff hate you and I guess their jobs. Will go out the way to wind you up rather than help. they all work from home too by sounds of it, so call quality is rubbish”

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Posted 7 months ago

“My renewal went up. Called them to see if they could match comparison site prices. Advised my husband is not self employed then decided to rip me off before policy ends saying that’s an extra £22 pounds for the two weeks cover. Disgusting I will never use this company again”

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Posted 7 months ago

RAC Insurance is rated 2.2 based on 1,241 reviews