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
- Comprehensive Car Insurance
- 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.
- Comprehensive Car Insurance
- 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.
Some great savings in prospect
Big saving on motor car premium with windscreen cover added and prospect of having roadside assist at 50% of RAC cover (would change early but no refundfrom RAC !)
Looks good for second car when due.
- Comprehensive Car Insurance
- 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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Questions & Answers
I have roadside assistance and one day my car was making a strange irregular ting ting .. ting type sound coming from the engine bay, I called out RAC roadside and the mechanic said not to drive it and recommended I get it towed to the nearest service centre and would then get the free 30 minutes diagnosis on what the issue was prior to any repair costs. Firstly they don’t advise you that if their diagnosis has to remove the engine cover which may I add, for my car, takes two minutes or less – they then call and you have to pay an extra charge for their labour. They diagnose my car with having a stretched timing chain , Which had been broken the guides which was allowing the chain to hit the cover creating the sound. This was correct, and I did not really have an issue with this part of their service. The repair was done within three or four days, and as my car is a 96 model I understood they would need to order parts etc so that time frame was reasonable. I then went to pick up the car when it was ready, and a young mechanic who had been working on it was the one who drove it around to the front of the service centre – This was in Embleton Perth W.A. FYI – I turned on the car and listen to the motor, there was no more sound, which indicated they had done the repairs and the car was now running better. I drive the car around the block, and started to hear a winding sound – I then drove back to the RAC Centre less than 400 m, and went inside to question the whining sound. The customer service representative at the desk then called the mechanic/technician who had worked on my car back to assist me at the front of the centre. I lifted the bonnet and turn on the car and pointed out the whining sound I was hearing to which the mechanic said it’s likely just the fan belts sometimes they squeal – he goes inside to retrieve a lubricant spray – comes back and sprays the pulleys, and waits... The sound does not disappear but he assured me that if I allow the lubricant spray to work the sound will be gone after driving a short way. After this encounter I drove the car a total of 30kms back to my house and parked in the garage which has a carpeted floor. My intention was to sell the car, because in the meantime I had needed to buy a cheap replacement vehicle to get to work. My regional car then sat in my garage for three weeks while I re-sprayed and sanded and re-sprayed 80% of the panels on the exterior of the car With aims to sell for a higher price. After my painting was complete I then drove my car a further 45 km and as I was then reversing out the driveway, The car would not engage my reverse gear. The shifter on the automatic transmission moved into HDR easily, however the car it self would not engage into reverse at all. The house I had pulled into was actually my grandmas house - which is 600m from my own residence . I managed to push the car out the driveway and shifted into drive - the car responded and engaged into gear - so I then drove at 15kms an hour and parked it again at my own home . I then spent 2 days googling what the issue could be, and Discovered that My transmission oil was far below the dipstick level - so much so, that it was not even registering, and initially I had difficulty estimating where the level sat - Only to realise that it was not registering on the stick at all. I filled up the fluid, move the gearstick, did everything as suggested online, and there was still no change in my gearbox or the ability for my car into reverse - I then called out RAC again and the mechanic said that it could be a problem with the bands, that I needed to get it checked out, and that in order to change the drive chain, RAC who serviced the vehicle would not have to touch or go anywhere near my transmission, and therefore there must have been a leak. My response to this was to explain that my car had been sitting in the dri I then called out RAC again and the mechanic said that it could be a problem with the bands, that I needed to get it checked out, and that in order to change the drive chain, RAC who service the vehicle would not have to touch or go anywhere near my transmission, and therefore there must’ve been a leak. My response to this was to explain that my car had been sitting in the carpeted garage for three weeks since the service, had only driven a total of 60 km, and that there was not a single drop of transmission fluid on my carpeted floor where the car had sat. I then took the car to a gearbox service professional as I did not trust RAC to not try and charge me for this issue which they seems to have caused. The service professional said that I will need to replace my entire gearbox at a cost of approximately thousand dollars. I was on Centrelink payments, and I did not know what to do, so my only option was to get it towed again to my friends house while I worked out what I needed to do to fix the car and if anyone could work out a solution that didn’t involve replacing the entire gearbox. And entire year later, I was able to acquire the knowledge that in order for RAC to replace my drive chain, they They would have likely had to drop out my engine whilst on a hoist in order to access the area. My car is a 96 Hyundai coupe, where the cooling system for the Transmission runs via hose through the radiator, therefore in order to drop out the engine, they would have had to disconnect this hose which holds the transmission fluid. The mechanic either did not realise it was running out or forgot to replace the fluid once they put the engine back in. I believe it is quite negligent for them to not even check the fluids after such a service procedure, not to mention the diagnosis that I paid for initially would have noticed if there was low transmission fluid when it first went in . I had to pay a years worth of registration fees, $500 for a secondhand transmission, $500 for installation of transmission, just to drive the car 300 km and realise that there is a huge oil Leak coming from the rocket cover gasket which they had replaced, and also noticing that the drive chain cover was not on properly, and the half moon cells we also leaking. I realise that because I did not drive the car initially There was not enough travel time for these leaks to become apparent - At this point I decided to get the car towed again to Rac service centre in Canningvale, where after checking the car, they called to advise me that they had noticed the faults in the work previously done by RAC Embleton, and we are going to call them and ask if they were willing to pay for the repairs out of goodwill even though you had passed – obviously because they noticed the extremely low kilometres after the last repair the work. They have now had my car for 3 1/2 weeks, and have never bothered to call me with an update, And only advise me of the progress when I called them. They did not provide me with a hire car either. I want to know if anyone has had any issues with the services provided by RAC roadside toe and repair, and if anyone has any idea the process which I will need to go through in order to claim back my expenses caused by RAC is negligence on my initial service, which is backed up by them finding fault in their own work, and something as simple as a rocker cover gasket, is just in support of my reasoning And accusation that they are to blame for my transmission malfunction
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