RAC Head Office and Travel Agency

"It has now been a fortnight since I initiated a claim, yet there appears to be a distinct lack of advancement in my case. The prevailing circumstances have left me feeling profoundly exasperated and incensed. In retrospect, I find myself harboring a sense of remorse for having chosen to procure insurance from this company. I hate my friend who recommended me this insurance."

"The RAC's engagement with my mum, a senior, and their over-complicated process on small claims really made her feel disempowered and disrespected. It was painful to watch, and at that age, that type of anxiety isn't healthy. I recommended she let the claim go and stay healthy. It's like each changing customer service person gave different advice, and it went around in circles for months. Whoever the RAC Executive is in charge of community/customer relations is either customer illiterate or just doesn't care to provide an effective service for Seniors, CaLD customers, or, I suspect, other vulnerable consumers not good with fine print or laboursome processes. Many are not treated well by the tradesmen in WA either, as in this case, so people expect at least clear communication so they can make a decision if the cost of the RAC claims process is worth it. The RAC's claims process & policies are so written that the perception is that they exist for their 3rd party assessers - not their customers. They can argue against this, and I'd love to see them do so with some respect for their customers, especially for their most vulnerable consumers. I don't recommend CaLD or Seniors use RAC insurance for home insurance, although their roadside service continues to be effective. Just choose someone else for your home insurance. Don't use this company. If you do, spend a long time reading the fine print or get a relative to read it before you sign up to their processes. You'll save yourself a lot of disappointment."

"Beware of this budget insurance company that treats its policy holders with No respect there rude, ignorant and Arrogant insurer. There slogan of “For the member” is misleading - make a claim and they will direct you to one of there many unprofessional, cowboy repairers - try to negotiate the repairer cost and there rude,arrogant, Ignorant claims manager will make an allegation that you are attempting to commercially gain from the claim. Just beware and stay clear better of paying more and having the knowledge that your insured with a good insurer which is not the RAC. Have been told by there Claims Handlers, Loss Adjusters including Aims loss adjusters “if you are not happy then you don’t have to insure with us/them” If you think your insuring with a UK based company also called RAC your not they are a stand alone company that makes profits from the members !"

"Why can't some businesses get the simple things right? Hopefully, RAC will fix this as it's simple! I'm disappointed because I wasted almost 1 hour making no less than 3 phone calls, spoke with 5 different people ("Oh, well I'm not sure let me pop you through to..." again and again and each time I had to listen to musak for 5 minutes), yet not a single person in "policy" or 'claims' or "motor" could give me a straight answer to my very simple question: "If I take out a policy with you, can I nominate my own repairer in the even of an accident, or am I obliged to have my car repaired only by your "approved" (i.e read "cheap" repairer) who I may not want to repair my car?" Not rocket science! ... And certainly not an unusual question, it seems, given the fact that 3 other well known insurance providers actually anticipate the question and helpfully have a tick box asking whether or not the customer wants to use their own repairer (and pay extra for the privilege) or not. Come on RAC, make it easier for customers to buy your product!"