Disgusted...No fault claim - hire car
I was led to believe the the best RAC WA could do for me was to provide a compact rental car (i.e. a Suzuki swift - which I'd need to go and get from Budget and pay any CDW or other charges if applicable) when my dual cab Ute was rendered undrivable after being hit whilst parked. Apparently, had I paid for additional rental car cover with my fully comp insurance then I'd have been fine.
Well what a load of ..... I contact 'Keep Driving' in WA and I'm told that they can provide a replacement dual cab Ute to my door that day, minimal excess and...all fees / charges are claimed against the at fault parties insurer (also RAC WA). I'm totally disgusted by the way RAC WA approached this claim... I've been a customer for years and have multiple policies, well, not for much longer!
You don't know how good (or bad) an insurance company is until you claim!
Been with the RAC since 1975. Had a claim back in 1976 in which they fixed a car that should have been written off - and it was never the same. Recently had my second major crash in which the other driver was 100% in the wrong - hit my stationary vehicle from behind, bending my chassis beyond repair. Both of us had "Comprehensive insurance" - me with RAC and him with another company. Cheaper to fix rather than write my car off as it was still under "new for old replacement" of less than 2 years old and under 20,000km. No hire car as I "did...n't tick that box". Told to negotiate by myself with other person's insurance company to get hire car. Diminished value to my $60,000 vehicle was "not their problem" as "theoretically" it should be good to go after the repair - even though it was hit from behind at 40km/h plus and will have lost significant resale value. Initially told that the repair could take 3 months as a new chassis may have to come from overseas. Also not their problem. So the company that I thought looked after drivers was not interested in being my advocate with the other insurer over the hire car, not interested in the diminished value of my vehicle, not interested in the length of time it could take to fix and not interested in my serious concerns about fixing a car that had major chassis damage. All they were interested in was saving (their and the other insurance company's) money.
RAC Got us back on the road!
While we were dancing and having a great time at a festival, a tree fell on our beloved old car and damaged all but the left hand side of the car. I did a claim online (very simple), and within an hour I had an email response followed by a phone call from the RAC with details of a recommended car repair. We phoned the repairer, had the car assessed by the repairer within 2 hours of receiving the RAC email, and the car was subsequently booked in and repaired. A couple of years ago I tried another car insurer but returned to the RAC as they are easy to deal with, friendly, and super fast with their response. Thanks!
Horrible experience with claims
I was involved in not at fault accident with RACWA customers 2wice and I am also RACWA customer! The initial contact went well, however, RACWA was quite keen on saving money when it came to providing a hire car! My policy did not have a hire car but seeing that it was not my fault these two times I was told that I could use the other party's hire car! I explained to RACWA that I have family and I do also have a disability so I do need similar car to my car "Camry"! It was a hassle and very stressful to get this and RACWA did not want to spend ...money on Camry so they pushed to give me a smaller car which I could not use! It was truly stressful dealing with their claims staff who were not helpful nor friendly, contrary to their sales team! After the first claim unpleasant experience, I decided to give RACWA a second chance so I renewed my policy with them, however, one of their clients hit me again! My experience with their claims department for the second time was not a good one! My car was taken to the same repairer 3 times as kept on missing damages and the job they did was really terrible! Their assessor came out and also agreed with me! Now, the paint started to come off! I have contacted RACWA 3 days ago to notify them that the paint has come off but no one returned my call! Today, 12th of Feb, 2020 I have contacted afca who gave me a number to call as the last chance for RAC to respond without having afca involved! I did that but no one called back! So since August 2019, I am trying to resolve this issue! No one wants to deal with insurance that either does not provide quality repair nor respond to their customers in a timely manner. If quality repairing, efficiency and time matter to you than RAC may not be the best insurer. RACWA prides itself for being local and quicker in their response, however, I have been struggling with them since August 2019!
Price OK, but service???
I was initially reluctant to go with RAC MV insurance, after being absolutely screwed by them years ago on a claim, then subsequent premiums. After many years, I thought I would give them a go, and quoted online, where the price was competitive, however their system was clunky, as well customer service online was average at best. The online system does not seem to "talk" to customer service dept and alot gets done wrong. Very frustrating and now not feeling confident, if I ever had a claim???
Has anyone else had a bad experience with RAC?? I thought from what I heard they where meant to be one of the best ...I have two young children paid my premium and now they don't want to pay me out when my car was stolen ..now left with no car two young children and short of my money they owed me and are not willing to pay me out ....not only that I felt they took way to long to respond to me and make a decision and treated me with no respect ..I wouldn't recommend RAC to anyone I'm very angry and upset and would never get anything insured with you again ..happy to take your money not pay you out .
Large Price Increase
Rang RAC about my renewal as it has gone up $100.00 spoke to three people no one could justify why it had gone up. Lodged a complaint they said someone would ring me back within 72 hours.....still waiting. Very disappointing as have been with RAC for 10 years. Couldn't have cared less about retaining a long term customer.
Huge price increase
My insurance renewal has gone up over 25%! I have been a loyal customer for over 20 years and they can't fix it. They can't even justify a 25% increase
A bit of Hit and Miss
Well under valued one of my cars, insured for more than double what RAC was offering with Shannons and Enthusiast.
But then again they valued my other car for double than what it is worth.
One of the ladies who answered the phone sounded a bit rude
Easy claim, good service
I hit a kangaroo on a country road. RAC insurance organised a tow for me, and then organised the repair of my car. There was a fair bit of damage, but it was repaired as good as new with no fuss. Good service from the people I spoke to on the phone, no issues.
First time owning a car recieved no help
Recieved very little assitance with my claim. They decided to write it off in order to sell my car and make more money off it. They treated me very unfairly and were unwilling to help in anyway. Would not recommend.
Motor Vehicle accident claim
My claim was sorted quickly and with understanding
Policy covered a hire car
Both parties with RAC so was extremely simple process
The accident was totally covered due to not being my fault
- Verified customer
We always trust RAC for insurance but BAD phone customer service
We use RAC for house & property insurance, car insurance but always receive bad phone customer service. Why? Because we never receive our RAC member card. It has been numerous times I had to call RAC customer service to get my member card sent out to my address. How disappointing. We suppose to get what we pay.
Helpful and painless
My wife was involved in an accident where she was T-Boned by a garbage truck. She was lucky to walk away from the accident. The RAC were great; she was in shock and they walked us through what to do next and they organised a tow truck. They even offered a taxi fare to allow her to get home. Within 24 hours they had notified us the car was a write-off and they paid out the claim a couple of days later without any fuss. They then even offered a car broker free of charge to help get a deal on a new car. They kept us in the loop at all times and took care us.
- Verified customer
Never had a problem
Generally reviews are posted when there is bad experiences but I have never had an issue with RAC. (Touch wood)
I found in comparison to other insurance companies RAC had the best value for money. Never had to make a claim for my car but my parents have in the past and they had no issues. Overall great service
Been with this insurance company for 3 years. I had a accident and call roadside department to get my car towed. Told the lady who answered that I my daughter had an accident and we were insured through them and we needed a tow truck to pick up the car because she (my daughter) hit a kangaroo. The operator asked three times if the car was drivable, which I already said answer no to. On the 3rd time I told her “my daughter just hit a kangaroo in a small car the windscreen is smashed the car is absolutely not safe to drive”. She finally placed m...e through to a towing company and cut me off because during my question which was “will a claims manager contact me about the car. Anyway I had to ring them myself the next day to put a claim through. I always had to contact them, they never contacted me first and I’m not a pushy person. Also I lose my no claim bonus even though she (my daughter) wasn’t at fault. And the repair place has had my car now for almost a month....clearly I’m not impressed at all. The company is all sweet when they want your business but go to make a claim and we’ll get treated like crap.
RAC is no longer a good insurer.
I recently asked why my premium had gone up more than 20%, but I was met with an irrelevant scripted response, tetchy staff and misinformation. Go elsewhere. RAC has become so impressed by its own non-insurance products, such as the newsletter and discounts, that it's forgotten that its an insurer with clients who have an option to go elsewhere. So we did.
Really good customer service
After crashing with someone I found that dealing with the RAC was a relatively easy process, they went through all the steps in recovering the money, and informing us me much as possible all the way.
I did find that some questions I had couldn't be answered, as different departments were calling me for the different stages of the claim, but on the whole it worked out. I received the agreed money for the car within a week, and the withheld amount was refunded after about a month. Their site is currently a little misleading where it suggests you need to pay a sum of money while the claim is being processed, while in reality, it's just withheld from the money they pay you.
- Verified customer
RAC Car insurance
I purchased a new car about 18 months ago and on the fly got it insured through who the car yard was advising after having my previous car insured through RAC for 9 years.
When the insurance came up for renewal I rang the insurance company I had it insured with and they told me they would no longer insure it due to a custom vinyl wrap installed (which it had when I bought it and they insured it then).
I rang the RAC to see if they would insure it as previously mentioned I had my last car insured through them. They had no issues with insuring...my vehicle with the vinyl wrap and aftermarket parts I told them it had so I insured it with them. Over the years I have used the roadside assistance a few times and the only claim I have made was for a cracked windscreen, which I wasn’t too happy about at the time having to pay a $200 excess after never making a claim in the previous 6-7 years of being insured through them. Overall though I find the customer service when dealing with the RAC quite good, they have helped me out with roadside assistance, the RAC card comes in handy for discounts to a lot of things around W.A.(fuel, tickets to events, accommodation etc) and yes I have even won a holiday to Borneo through their Horizons magazine. Keep on doing your thing for me and the rest of W.A. good stuff!!
Friendly, quick fix & competent
My car was back ended while my daughter was driving by another car which did minimal damage but still damage. I attended the accident rang RAC while there to notify of accident. Lady on end of phone was calm, professional and very helpful. I rang later and gave info regarding the accident and was advised of repairer close to home. Contacted repairer when home booked car in and 1 1/2 weeks later my car is repaired , back to me and looks same as prior to accident. I have been with RAC for many years and other than breakdowns I have not had to use them for an accident. I would highly recommend the RAC as the dealings I have had in all dealings especially my insurance claim was very professional, friendly and swift result.
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