RAC Online FAQs

Our live chat agents are available Mon-Fri 8am-8pm, Saturday 8am-6pm and Sunday 10am-4pm. Log in to My Account to launch live chat and discuss any queries you may have with an online agent.

RAC Online and RAC Online Plus are self-service products, meaning you manage everything yourself, digitally. By removing telephone support for general enquiries, we can offer our lowest admin fees for making changes online.

Live chat is available if you want to speak to an agent. Just log in to My Account to start a chat with an online agent.

If you need to make a claim under your policy, we have a dedicated 24/7 claims line.

You can speak to one of our experienced agents via online live chat Mon-Fri 8am-8pm, Saturday 8am-6pm and Sunday 10am-4pm. To speak to an agent simply log in to My Account and click on ‘Contact’. From here you can access our virtual assistant which can answer basic questions or pass you to our Customer Support Team on live chat.

We have experienced agents available online to help you. Simply log in to My Account and click on ‘Contact’. From here you can access our virtual assistant which can answer basic questions, or you can use live chat to speak to an agent. Our agents are available Mon–Fri 8am–8pm, Saturday 8am–6pm and Sunday 10am–4pm.

We’re committed to providing our customers with the excellent service they’d expect from the RAC. However, we recognise that sometimes we may not get it right. If you wish to make a complaint about the service you’ve received, please visit our insurance complaints page. You’ll need to provide your personal details and policy number.

To log into My Account and access your policy, you’ll need the email address you used to set up your insurance policy. You’ll also need the password you entered when you registered your account. If you’ve forgotten your password, you can request a new password.

If you haven’t registered for My Account yet, you can register here.

If you’re still experiencing problems logging in or registering, please let us know via email at [email protected] and we’ll get back in touch within 48 hours. Please include your name, policy number, date of birth and postcode.

Your certificate of insurance will confirm whether you’re covered to drive other cars. This can be found in My Account and is available to view and download 24/7.

We understand you may be going through a difficult time, and we want to make dealing with us as simple as possible.

When reporting a bereavement, the following information would be helpful: relationship to deceased, policy number, last known address, date of birth, details of the executor. It’s also important that you provide us with your contact details so we can contact you to discuss any changes.

Your policy documents will be available immediately in the ‘documents’ area of My Account, your customer portal. Log in to My Account to view and download your policy documents anytime convenient to you.

When it comes to motor insurance, the most common excesses are voluntary, compulsory and young driver excesses. An excess is the sum of money you’re required to pay should you make a claim against your insurance.

Compulsory: a compulsory excess is a non-negotiable sum set by your insurer. This amount depends upon different factors such as your age, the type of claim and your car type. The compulsory excess amount is added to the voluntary excess amount to make your total excess should you make a claim.

Voluntary: a voluntary excess is an amount you choose to pay towards the cost of a car insurance claim, on top of the compulsory excess which is set by your insurer.

Young driver: additional excesses may apply while your vehicle is being driven by a young (under the age of 25) or inexperienced driver. An inexperienced driver is someone who holds a provisional licence or has held their licence for less than 1 year.

Windscreen/Glass: if you make a claim for windscreen or glass damage, there will normally be an excess to pay however it’s generally less if the glass can be repaired rather than fully replaced.

Any excess amounts that apply to your policy will be outlined within your policy documents in My Account.

You can add up to 5 additional drivers to your policy.

All our comprehensive policies include all round window glass cover (excluding panoramic roofs). If we can repair your window glass, there is no excess. If your window glass requires replacement, a standard excess of £60 will apply.

The quickest way to book a windscreen repair is via the Auto Windscreens online form on their website.

Yes, you can still get a quote online, but you’ll need the registration number to buy the policy.

Yes. We offer insurance to provisional and full licence holders. A young driver or inexperienced driver excess may apply.

No, once your RAC Insurance policy has started it can’t be switched over.

You need to be sure you’ve chosen the right insurance option for you at quote stage. RAC offers two types of insurance.

RAC Online: ideal for motorists happy to self-manage their policy online. There’s no call centre support with this option, but you can use live chat to speak to an online agent.

Standard RAC Car Insurance: get the same flexibility to manage your policy online 24/7, but with the reassurance of call centre support if needed. The choice is yours.

With both policy types, you can call us to make a claim, 24/7.

As part of your car insurance policy, we offer up to 60 days cover at the same level of cover as you have in the UK. After that we provide the minimum compulsory insurance you need by law to use your vehicle within the European Union (EU), or any other country in the Commission of the Economic Community (EEA). Please refer to your policy documents in My Account for full details.

To make a change to your insurance policy, log in to My Account to view and change your details. From here you can select the date you’d like to make the change from, and then the type of change. Changes to your policy can be processed and paid for online in a few minutes. Please note, admin fees may apply, and your premium may change.

You can discuss a change with an agent via live chat. They’re available 8am-8pm weekdays, 8am-6pm on Saturdays and 10am-4pm on Sundays. Live chat is available once logged in to My Account.

With an RAC Online policy, you make any changes yourself online. The charge for making a change mid-term and reissuing your documents is £15. If you have any questions about the change you’re making, you can discuss these with an agent via live chat once you’re logged into My Account.

Simply log in to My Account to manage your policy 24/7. All policy changes can be made yourself, online. Please note, admin fees may apply, and your premium may change.

You can view or make a change to your marketing preferences by visiting the ‘settings’ section of My Account.

You can make a change to the vehicle on your policy by visiting My Account. All changes can be made and paid for online anytime of the day. Please note, admin fees may apply, and your premium may change.

If you’ve been unable to make a change to your policy online, you can contact our customer support team via live chat. They’re available Mon–Fri 8am–8pm, Saturday 9am–6pm and Sunday 10am–4pm. Live chat is available once logged in to My Account.

You can cancel your policy at any time via My Account. Either visit the ‘cancel’ section or use live chat to speak to one of our online agents. They’re available Mon–Fri 8am–8pm, Saturday 9am–6pm and Sunday 10am–4pm.

A fee may apply if you cancel your policy before your renewal date. Full details of the fees and charges can be found in your documents in My Account.

In both instances, you will need to also pay an amount to reflect the time on cover you have already benefited from.

Please note: if you cancel your policy following a claim, or any incident that results in a claim, you won't receive any refund. Full details of our cancellation fees and charges can be found in your documents in My Account.

A £15.00 administration fee will apply for changes made online via My Account. If you need help with making a change, you can speak to the team via live chat. Our opening hours are 8am-8pm weekdays, 8am-6pm on Saturdays and 10am-4pm on Sundays.

You can make a vehicle claim by calling our 24/7 claims line on 0330 159 1062. To process the claim, we’ll need to understand what happened and when.

To make a claim for your windscreen, book a repair online with Auto Windscreens.

For any queries relating to an existing claim, you’ll need to use the number and/or link you were given when you first reported your claim.

If you’ve misplaced these, please call our claims department on 0330 159 1062 and select the option for claims already reported.

The quickest way to book a windscreen repair/replacement is via the Auto Windscreens online form on their website. Please check your policy wording for any payable excess for the windscreen.

Your documents will be available in My Account from the date of your renewal. From here, you’ll be able to view, download or print your policy documents and certificate of insurance from.

You’ll receive your renewal notice by email around 3 weeks before the renewal date of your current policy. The notice contains the cost of your insurance for the next year and explains what you need to do to renew your policy. Alternatively, you can log in to view your renewal offer within My Account.

If you've opted into automatic renewal and you're happy with the cover outlined, we'll automatically renew your policy. We’ll also renew any additional products you may have which are linked to this policy. You can view your renewal documents in My Account around 3 weeks before your renewal date.

If you’ve requested to or opted out of automatic renewal, it‘ll expire on the date shown on your renewal invite, unless you tell us otherwise. To view and pay for your renewal online, please log in to My Account and make a manual payment.

You can view and update your auto-renewal preferences by visiting the ‘settings’ section of My Account.

Yes. Once you’ve received your renewal notice, log in to My Account where you can view, accept or decline your new policy.

Yes. Once you’ve received your renewal notice, log in to My Account where you can view, accept or decline your new policy.

The price of your insurance can go up and down and it isn’t always a result of something you’ve done. Various factors can impact the price of your insurance. For example, overall claim rates, changes in law and economic factors like inflation increasing the prices of repairs.

The RAC use a panel of insurers to make sure we offer you our best available price each year.

Your price may have gone down for several reasons. For example, if you’ve made changes to your vehicle or address, or your insurer has changed the way they price your insurance risk. If you haven’t made a claim, you’ll also have another year of No Claims Discount (NCD) on your policy, so your insurer may discount your price at renewal. Your price may also have been adjusted to make sure you’re not paying more than what a new business customer, with the same risk details as you, would pay.

In January 2022 the Financial Conduct Authority (FCA) introduced new regulation for the way insurers price their renewals for existing customers. This means that when a renewal price is calculated for an existing customers, it can’t exceed what a new customer, with the same risk details as you, would pay.

NCD is the number of years you have been insured and not made a fault or non-recovered claim. The more years you remain claim free, the greater your no claims discount. However, some insurers may cap this. You may be asked to provide proof of your NCD when you buy a policy.

If your policy has expired, or been cancelled, your proof of no claims discount will be available in the ‘documents’ area of My Account.

If your policy is due for renewal, the renewal letter or schedule should count as evidence of your no claims discount (NCD) if this is requested by your next insurer.

Your no claims discount must have been earned in the UK. You can only use your no claims discount on one car insurance policy at a time. It must be no more than 2 years old.

We may ask you to provide proof of your NCD. This can be either a letter from your previous insurer or your renewal invitation. The document must be in English and in the main driver’s name, confirm the number of years NCD and include the vehicle details and date in which the previous policy expired. You can only use your NCD on one car insurance policy at a time. It must be no more than 2 years old.

If we’ve asked for proof of your NCD, the quickest and easiest way to send us proof is by using the document upload tool in My Account.

You can amend your payment details 24/7, in My Account.

Yes, you can make a secure payment within My Account. If you’ve missed a payment and we have been notified, we’ll attempt to resubmit the payment to your bank. If we’ve been notified that a payment has failed and it’s possible for you to make the payment online, then a ‘Make Payment’ button will be available within My Account.

If you’re up to date with your payments it’s possible to change your regular repayment date using My Account.

We have restrictions in place to ensure your repayments are kept up to date and you don’t go too many days without making payment.

As a new customer, if you’ve chosen to pay monthly we’ll ask you to pay an initial deposit before your insurance starts. By paying a deposit upfront, your monthly instalments will be lower as well as the amount of interest you’ll need to pay during the remainder of the term.

If you choose to pay monthly, your insurance will be paid for by a loan from BFSL Limited. BFSL Limited will pay for your insurance upfront and then you’ll repay them by monthly Direct Debit. The credit agreement for this loan will be available to view in My Account.

This is an agreement between you, the customer, and a lender which sets out the terms under which you pay your insurance premium by monthly instalments. Your credit arrangement will be provided by BFSL Limited, part of the Markerstudy Group, which provides credit arrangements on our behalf.

If you don’t want to enter into a credit agreement, you can choose to pay for your premium upfront in one lump sum payment.

Continuous Payment Authority (CPA) is when a customer authorises a business to withdraw money from their card repeatedly without having to ask authorisation for each payment.

You can cancel your CPA at any time within My Account or via live chat.

Annual Percentage Rate (APR) is a measure that calculates what percentage of the premium a customer will be charged for paying the insurance monthly rather than in a single upfront payment. It takes into account all charges from monthly payments over the course of the loan and any upfront fees. APR is most often expressed in terms of an interest rate (%).

Yes. Simply log into My Account to view and manage your insurance payments.

Most of our policies can be paid upfront in one lump sum payment by credit or debit card or paid for on a monthly basis, via a credit agreement with BFSL Limited, part of the Markerstudy group. When you get an insurance quote, you’ll be presented with all available payment options. Please note by opting to pay by monthly instalments, you’ll enter into a credit agreement which will cost you more.

We’re here to help. If you think you won't be able to maintain your regular policy payments, log in to My Account and use live chat to speak to our customer support team. Our opening hours are Mon-Fri 8am-8pm, Saturday 8am-6pm and Sunday 10am-4pm.

Don’t wait until you miss a payment – we can help you in advance.