I am going to make this as short as possible, it's an amazing story;
My family (wife and 4x children) were travelling to Ireland a couple of months ago, I had taken out European coverage on top of my existing RAC membership at a cost of 100 pounds. I made sure that the cover provided a replacement car in the event of a breakdown, I got my wife to listen to the call.
Our car broke down in Kerry, quite badly and could have been fatal for us but we were ok.
We sorted out the low-loader and got on our way.
I called the RAC insurance help line to get our replacement car and was told that our insurance didn't cover us, when I pointed the clause in the policy that said we would, I was told that "it's a bit ambiguous and could be read either way" As it was a bank holiday week in Ireland I was told my car would take a week to fix. After a debate with the RAC I was told I could have a replacement car but only for a few days and I would need to go and pick it up, a 1 hour drive and 70 euro taxi fare but I did that. It was a five seater car which is a bit useless for a family of six. So for the whole of the next week, every day one parent and one child didn't go to the beach or go on a picnic. Lovely.
I eventually managed to get the replacement car extended to the day we got our car back, but I begged and my goodness it was stressful.
I was told to send my claim for expenses which I did. I phoned up to ask when I would see my money and was told "I've no idea, we're very busy" so just to wait.
I thought this was poor so I turned my claim into a complaint and sent one in, I got an automated response back saying I would hear back in 20 days. Whether that's 20 working days or not, we are well over a month and counting and still no response.
I tried to call the helpline about my claim/complaint and despite being told that "a senior manager knows about your call and will be right there" I have yet to hear back.
I wrote to the CEO tonight as I think the RAC has such a wonderful brand and this kind of stuff trashes it, which is a pity.
My family (wife and 4x children) were travelling to Ireland a couple of months ago, I had taken out European coverage on top of my existing RAC membership at a cost of 100 pounds. I made sure that the cover provided a replacement car in the event of a breakdown, I got my wife to listen to the call.
Our car broke down in Kerry, quite badly and could have been fatal for us but we were ok.
We sorted out the low-loader and got on our way.
I called the RAC insurance help line to get our replacement car and was told that our insurance didn't cover us, when I pointed the clause in the policy that said we would, I was told that "it's a bit ambiguous and could be read either way" As it was a bank holiday week in Ireland I was told my car would take a week to fix. After a debate with the RAC I was told I could have a replacement car but only for a few days and I would need to go and pick it up, a 1 hour drive and 70 euro taxi fare but I did that. It was a five seater car which is a bit useless for a family of six. So for the whole of the next week, every day one parent and one child didn't go to the beach or go on a picnic. Lovely.
I eventually managed to get the replacement car extended to the day we got our car back, but I begged and my goodness it was stressful.
I was told to send my claim for expenses which I did. I phoned up to ask when I would see my money and was told "I've no idea, we're very busy" so just to wait.
I thought this was poor so I turned my claim into a complaint and sent one in, I got an automated response back saying I would hear back in 20 days. Whether that's 20 working days or not, we are well over a month and counting and still no response.
I tried to call the helpline about my claim/complaint and despite being told that "a senior manager knows about your call and will be right there" I have yet to hear back.
I wrote to the CEO tonight as I think the RAC has such a wonderful brand and this kind of stuff trashes it, which is a pity.