24/10/2014
When it comes to ensuring your vehicle is protected and that you have support should the unexpected happen on the road, choosing the right insurance provider is paramount. In the United Kingdom, the RAC (Royal Automobile Club) is a name that resonates with many drivers. With a heritage stretching back to 1897, it's the oldest motoring organisation in Britain, boasting a long-standing presence and a wide array of services. But, is the RAC a good car insurance company for your needs? This article will explore what the RAC offers, what customers say, and help you make an informed decision.
A Legacy of Motoring Support
The RAC's extensive history means they have witnessed and adapted to the evolution of motoring. From the early days of the motor car to the complex vehicles of today, the RAC has been a constant companion for drivers. They are perhaps best known for their breakdown cover and roadside assistance, a service that has bailed out countless motorists. However, their offerings extend beyond just getting you moving again, encompassing various forms of motor insurance designed to provide comprehensive protection.
What Does RAC Offer?
The RAC provides a multi-faceted approach to car insurance, aiming to cover a broad spectrum of driver requirements. Their core offerings often include:
- Comprehensive Car Insurance: This is typically the highest level of cover, protecting against damage to your own vehicle, third-party damage, fire, and theft.
- Third Party, Fire and Theft: This level of cover protects against damage to other people's property, and also covers your vehicle if it's stolen or damaged by fire.
- Third Party Only: The most basic level of cover, which only covers damage to other people's property.
- Breakdown Cover: As mentioned, this is a cornerstone of the RAC's services, offering roadside assistance when your vehicle breaks down.
- Additional Products: They may also offer add-ons such as legal expenses insurance, excess protection, and windscreen cover.
Key Features to Consider:
When evaluating any insurance provider, it's crucial to look beyond the headline price and examine the specifics of the policy. For the RAC, these might include:
- No Claims Discount (NCD): A common feature in car insurance, rewarding drivers for each year they don't make a claim.
- Monthly Payments: The ability to spread the cost of your insurance over 12 months, often interest-free.
- Telematics Insurance (Black Box): For younger or more cautious drivers, a black box can monitor driving habits, potentially leading to lower premiums if driven safely.
- Guaranteed Hire Car: Some policies may include a replacement vehicle if yours is stolen or damaged beyond repair.
Customer Experiences: The Reality Check
While a company's history and advertised services are important, the true measure of an insurance provider often lies in the experiences of its customers. The RAC, like many large organisations, receives a mixed bag of reviews. To give you a balanced perspective, let's examine a detailed account of a customer's experience with their breakdown and recovery service.
A Challenging Breakdown Scenario
One customer shared a particularly distressing experience when their motorcycle clutch cable snapped in Galashiels, Scottish Borders. Despite having paid for recovery cover for years as part of their insurance, the service they received was far from satisfactory. The issues encountered highlight potential shortcomings in the RAC's operational efficiency and customer communication:
- Excessive Waiting Times: The customer reported a significant delay in answering the phone, followed by a text message indicating an 8-hour wait for assistance.
- Repetitive and Inaccurate Communication: Throughout the waiting period, they received multiple text messages requesting the same breakdown details, often with incorrect information regarding the address.
- Phone Battery Issues: The prolonged wait and constant communication attempts led to a critically low phone battery for the customer's wife, adding to the stress.
- Incorrect Recovery Address: When a recovery vehicle was finally dispatched, it was sent to the wrong address, requiring further phone calls and arguments to rectify.
- Passenger Capacity Limitations: The recovery vehicle could only accommodate one passenger, leaving the customer's wife in limbo. The driver mentioned that their company's policy and management were indifferent to this recurring issue.
- Further Communication Failures: Even arranging a taxi for the wife proved problematic, with the booking made to the wrong location, necessitating more pleading and communication with a stressed customer.
- Service Restrictions: The recovery driver stated they could not drop the bike at a garage and then the customer at home, forcing the customer to choose one.
- Impact on Well-being: The entire ordeal, lasting from 2 PM to after 10 PM for a breakdown only 30 miles from home, resulted in significant stress, a splitting headache, and nausea for the customer.
- Lingering Inconvenience: The customer was left to arrange separate transport for their motorcycle to the garage, incurring further expense and hassle.
This detailed account paints a picture of significant operational and communication failures. While it is a single review, it raises serious questions about the RAC's ability to deliver on its promises, especially during stressful situations.
Comparing RAC with Other Providers
To determine if the RAC is a good fit for you, it's beneficial to compare them with other major insurance providers. While the RAC has a strong brand presence and a long history, other companies might offer more competitive pricing, better customer service ratings, or more comprehensive policy features. Consider the following comparison points:
| Feature | RAC | Competitor A (Example) | Competitor B (Example) |
|---|---|---|---|
| Customer Service Rating (e.g., Trustpilot) | (Check current rating) | (Check current rating) | (Check current rating) |
| Breakdown Response Time | Variable (as per experience above) | Often quoted as average within X hours | Specific guarantees on response times |
| Policy Inclusions | Standard comprehensive, fire, theft, TPO | May include courtesy car as standard | Higher excess limits, potentially lower premiums |
| Price Competitiveness | Can be higher due to brand and services | Often very price-focused | May offer introductory discounts |
| Specialist Cover (e.g., Motorcycles) | Yes | May or may not offer specialist cover | Often strong in niche markets |
Note: Competitor A and B are placeholders. You would need to research current offerings and reviews for actual comparison.
FAQs About RAC Car Insurance
Is RAC breakdown cover good?
Based on customer feedback, the RAC's breakdown cover can be a mixed bag. While many rely on them and have positive experiences, the detailed negative review above highlights significant potential issues with response times, communication, and logistical execution. It's advisable to check recent customer reviews for the most up-to-date insights.
What is the RAC's customer service like?
Customer service experiences with the RAC appear to be inconsistent. Some customers report efficient and helpful interactions, while others, like the one detailed, describe frustrating and unhelpful encounters, particularly when dealing with breakdowns.
How does RAC car insurance compare on price?
The RAC's pricing can vary significantly depending on your individual circumstances, the level of cover you choose, and current market conditions. Due to their established brand and comprehensive services, they may not always be the cheapest option. It's always recommended to get a quote and compare it with other insurers.
Does RAC offer a courtesy car?
Whether a courtesy car is included often depends on the specific policy you take out. Comprehensive policies from the RAC may include a courtesy car, but it's essential to check the policy documents or speak to an advisor to confirm this benefit.
The Verdict: Should You Use the RAC?
The RAC is a venerable institution in the UK motoring landscape, offering a wide range of services from breakdown cover to various types of car insurance. Their long history and brand recognition certainly lend an air of trustworthiness. However, the stark reality of customer experiences, as illustrated by the detailed breakdown incident, cannot be ignored. Such accounts suggest that while the RAC may provide adequate service for many, there are significant risks of poor execution and customer dissatisfaction, particularly during stressful events like breakdowns.
If you are considering the RAC, it is crucial to:
- Read the policy details carefully: Understand exactly what is covered, what isn't, and any limitations.
- Check recent customer reviews: Look at independent review sites to gauge current customer satisfaction levels for both insurance and breakdown services.
- Compare quotes: Always get quotes from multiple insurance providers to ensure you are getting competitive pricing for the level of cover you need.
- Consider your priorities: If a highly responsive and efficient breakdown service is your top priority, you may want to investigate providers with a demonstrably better track record in that specific area.
Ultimately, whether the RAC is a 'good' car insurance company depends on your individual needs, risk tolerance, and what you value most in a service provider. While their legacy is undeniable, recent customer feedback suggests a need for caution and thorough research before committing.
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