RAC Free Fuel Offer 2017 - FAQs

FAQ's

RAC are offering up to £50 worth of free fuel which will be available on a RAC prepaid Mastercard® for new customers purchasing breakdown cover direct from the RAC. The amount spent determines the amount awarded:

  • £20 for spend of £99 - £118.99
  • £30 for spend of £119 - £148.99
  • £50 for spend of £149 and above
Q. How do I qualify?

To qualify for the RAC prepaid card you must purchase Membership direct from RAC and spend £99 or more. A valid email address must be provided at the point of purchase. RAC Breakdown cover can be purchased either through www.rac.co.uk, through a RAC sales agent, or by calling RAC direct. This offer is not available to new customers who purchase RAC Breakdown via price comparison, cash back websites, purchases of Response Membership (Blue Badge cover) or purchases made in a breakdown situation.

Purchases of RAC Breakdown cover must be made during the term of the promotion 2nd March 2017 until 19th April 2017.

Q. How do I claim my RAC prepaid card?
You will be sent a claim email with details of how to claim within 10 days after you purchase, containing your URN (unique reference number) and your customer ID (your membership no.) You must claim online at www.racfreefueloffer2017.co.uk.  You must confirm your personal details and accept the terms and conditions before you can complete your claim. 
Q. How much will be available on the RAC prepaid card?

If you have paid for your breakdown cover in full at the time of purchase the RAC prepaid card will arrive pre-loaded with the total amount of fuel that you qualify for.

If you are paying for your breakdown cover in monthly payments, the RAC prepaid card will arrive pre-loaded with £10. The rest of the payment will be split into two payments and you will receive the next payment after 6 months and the final payment after 12 months.

Q. My personal details are incorrect, what do I do?

Please call RAC on 0330 159 0740 or email membership@rac.co.uk.

Lines are open Monday to Friday - 08:00 to 20:00, Saturday and Sunday - 09:00 to 17:00, Bank Holidays - 09:00 to 17:00.

Q. How long do I have to claim my RAC prepaid card?
After receiving your claim email containing your URN you can go online and complete the claim process to receive your RAC prepaid card any time up to and including midnight on 20th July 2017.  If you do not go online to claim by this deadline, you will not be entitled to receive your card.
Q. What happens if I do not receive my promotional offer email?

If you have not received a claim email within 10 days following your purchase date, please call our customer service team on 0330 123 3475 (between 9am and 5pm, Monday to Friday, excluding Bank Holidays) or email us at help@racfreefueloffer2017.co.uk.

Q. Who do I speak to if I am experiencing difficulties in claiming my RAC prepaid card online?

If you have a query relating to the online claim process or there is any issue with the functionality of the site, you should email help@racfreefueloffer2017.co.uk or call the customer helpline number on 0330 123 3475 (between 9am and 5pm, Monday to Friday, excluding Bank Holidays).

Q. What should I do if I have claimed online and have not received my card after 35 days?

If you have not received your card after 35 days of your policy start date, please ensure your payments for breakdown cover are up to date and you have claimed. Details of how to claim can be found under “How do I claim my RAC prepaid card?” and in the claim email sent to you.

If your payments are up to date and you have claimed your card, you can find out the delivery status of your card by emailing info@cardholdersvs.com or calling the customer helpline number on 0344 800 6435 (between 9am and 6pm, Monday to Friday, excluding Bank Holidays).

Q. What do I do if I have been advised that my RAC prepaid card has been dispatched but I have not received it?

Your card will be dispatched within 35 days of your RAC Breakdown policy start date providing you claimed within 28 days of your policy start date. if you claimed after 28 days of your policy start date, your card will take 5-7 days to arrive.

If more than 35 days has passed and it has been more than 7 days since you have claimed and you have not received your card, you should email info@cardholdersvs.com or call the customer helpline number on 0344 800 6435 (between 9am and 6pm, Monday to Friday, excluding Bank Holidays).

Q. How do I activate my card?

Just in advance of your card arriving you will be sent an email containing details on how to activate your card once it arrives.  The email will contain a card activation code.  You must activate your card by calling 0344 800 6435 and retrieve your PIN.

To activate your card go to www.purecard.com and click 'Activate my card' and follow the on-screen prompts. You will be shown your PIN as part of the activation process.

 

Q. Where can I use my card?
You may use your card online or at most places that accepts Mastercard in accordance with the cardholder terms and conditions, which can be viewed at www.racfreefueloffer2017.co.uk or by logging in to cardholder services on www.purecard.com. Remember, you need to know the balance on your card. If the amount of the value available on your RAC prepaid card is not sufficient to cover your purchase, you will need to pay the difference by other means first and then use your RAC prepaid card.
Q. How long do I have to spend my card balance?
Your card will be valid for the period shown on the card. For full details of applicable charges please refer to the cardholder terms and conditions, which can be viewed at www.racfreefueloffer2017.co.uk or by logging in to cardholder services on www.purecard.com.
Q. How do I check the balance on my card?

You can do this online by logging in to www.purecard.com or by calling 0344 800 6435.

Q. My card has been lost or stolen?

You must advise us as soon as possible, if your card is lost, stolen or if you believe it has been misused by calling 0344 800 6435, or by logging in to www.purecard.com.

Q. I’ve forgotten my PIN?

You can retrieve your PIN at any time online or by calling us on 0344 800 6435. To retrieve your PIN by phone follow the prompts. Our call centre staff does not have access to your PIN at any time.

Q. Can I use my card to obtain cash or purchase fuel at Pay@pump facilities?
No, your card cannot be used to obtain cash from an ATM or cashback, nor can it be used to purchase fuel via a pay@pump facility.
Q. I do not have access to the Internet, can I still claim?
As stated in the offer terms and conditions, you must claim your RAC prepaid card online at www.racfreefueloffer2017.co.uk. You must confirm your personal details and accept the terms and conditions before you can complete your claim.
Q. I believe the wrong amount has been loaded to my RAC prepaid card, what should I do?

If you have a query relating to the amount loaded to your card, you should email info@cardholdersvs.com or call the customer helpline number on 0344 800 6435 (between 9am and 5pm, Monday to Friday, excluding Bank Holidays).

Q. Can I add additional credit to my RAC prepaid card?
No, additional credit cannot be added by your RAC prepaid card.
Q. Can I view a copy of the offer terms and conditions?
Yes, see below the full Free Fuel Offer Terms and Conditions:

The Offer
  1. A maximum of £50 will be available on a prepaid Mastercard® debit card to eligible new customers purchasing RAC breakdown cover. The total amount awarded will be determined by total spend excluding credit card payment fees in one transaction:
  • £20 when you spend between £99 and £118.99
  • £30 when you spend between £119 and £148.99
  • £50 when you spend over £149

To Qualify       

  1. To qualify for the RAC prepaid Mastercard debit card (the ‘Card’) you must purchase RAC Individual Member Breakdown cover direct from RAC by visiting www.rac.co.uk, or by calling us direct.
  2. Purchases must take place during the term of the promotion between 2nd March 2017 and 19th April 2017. Your payments must be up to date in order for us to issue and top up your Card.
  3. The offer is not available to existing RAC Breakdown customers buying (or renewing their existing) breakdown cover or on purchases of breakdown during a breakdown situation. 
  4. This offer is fulfilled online and via email therefore you must provide a valid email address at the time of purchase in order to claim your Card.
  5. The offer excludes purchases of RAC Response (Blue Badge Cover) and purchases made through cashback and voucher code sites.
  6. The offer excludes employees of RAC, their immediate families, agents or any other person connected with the promotion.
  7. The Card can be spent by the Cardholder at most places in the UK that displays the Mastercard acceptance mark.
  8. The Card cannot be used to obtain cash, nor can it be used to purchase fuel via a Pay@ Pump facility.
  9. Only one Card per customer, UK residents only.
  10. There are no cash or any other alternatives available.

How It Works

  1. To claim your Card you must log in to http://www.racfreefueloffer2017.co.uk/ before midnight on 20th July 2017 and enter your membership and unique reference number which will be emailed to you within 10 days of your purchase date.
  2. Provided your payments are up to date and you have logged in to http://www.racfreefueloffer2017.co.uk/ to accept the offer terms and conditions and claim your Card, the Card will be posted to your home address 35 days after your policy start date.
  3. In advance of your Card arriving you will receive your activation instruction email to your registered email address.
  4. In order to be able to use your Card it must be activated within 3 months of the date we dispatch the Card to you. To activate your card go to www.purecard.com and follow the on-screen prompts. As part of the activation process, you will be shown your PIN.
  5. Customers paying for their RAC membership annually will be issued their Card pre-loaded with the full value. Customers paying for their RAC membership monthly will be issued their Card pre-loaded with £10 and, provided they still meet all the qualifying criteria, payments are up to date, and they have activated their Card, their card will automatically be topped up with the  remaining balance at the following intervals:
  • £20 free fuel – £5 will be topped up at month 6 and £5 will be topped up at month 12
  • £30 free fuel – £10 will be topped up at month 6 and £10 will be topped up at month 12
  • £50 free fuel - £20 will be topped up at month 6 and £20 will be topped up at month 12

The amount topped up on your Card (above) will be determined by the monthly payment at that time.

Things You Need To Know

  1. Please keep your Fuel Card safe, particularly if you are paying monthly as you’ll need it for the subsequent top up payments.
  2. The Card will be valid until the expiration date printed on the front of the Card . For full details of the Card Terms and Conditions visit www.racfreefueloffer2017.co.uk/About/TermsAndConditions.
  3. If the amount of the value available on the Card is not sufficient to cover your purchase, you will need to pay the difference by other means first (cheque, cash, debit or credit card) then use the Card.
  4. Offer cannot be used in conjunction with any other offer and RAC reserve the right to vary or amend these terms and conditions or to withdraw the promotion at any time.
  5. By participating in the promotion, you agree to be bound by these Terms and Conditions and the Card terms of use.
  6. It will be necessary to pass some of your data to The Grass Roots Group UK Limited for the purposes of administering the Card. Your data will be kept secure and will not be used for any other purpose.
  7. Prior to 8 May 2017, unless otherwise advised, R. Raphael & Sons plc issues your Fuel Card. Raphaels is a UK Bank authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration number 161302) and is permitted to issue e-money. Head office and registered office at 19-21 Shaftesbury Ave, London W1D 7ED, company registration number 01288938. Subject to availability.
    As of 8 May 2017, unless otherwise advised, your Fuel Card is issued by Blackhawk Network (UK) Ltd, an Electronic Money Institution authorised in the UK by the FCA with Firm Reference number 900023; pursuant to license from Mastercard International. Mastercard® is a registered trademark of Mastercard International Inc. Blackhawk Network (UK) Ltd’s company registration number is 05802971 and its registered office is at 40 Bernard Street, London, WC1N 1LE. Subject to availability.