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.

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.

You purchased an online self-service policy. You can get help from one of our agents anytime using our online chat service.

Our 24/7 virtual assistant can help with things like:

Just open the chat from inside My Account and ask your question – you’ll be guided to the quickest way to get help. If your query needs extra support, your chat will be passed to a member of our webchat team, who will continue helping you in the same chat so you won’t need to start again.

Our webchat team are available Mon–Fri 8am–8pm, Saturday 8am–6pm and Sunday 10am–4pm.

Tip:

You can access chat from:

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.

My Account
When you buy RAC Car Insurance, you’ll be asked to register for My Account straight after you pay. This is where you can view and manage your car insurance policy online.

myRAC
You can also see your car insurance details alongside your breakdown cover and service bookings in myRAC. The myRAC app can help you find the cheapest fuel, set reminders like your service date and MOT, plan journeys and access our exclusive offers, discounts and competitions. If you need to make changes to your insurance, you can click through from myRAC into My Account.

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.

No, you don’t, you can access My Account directly via rac.co.uk/myaccount. However, you’ll miss out on exclusive myRAC features and member offers.

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.

Generally, no – once your RAC Insurance policy has started it can’t be switched over. It's important to choose the option that works best 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.

However, if you decide mid‑policy that you’d prefer a Standard policy, you can cancel your Online policy and take out a new Standard one. Please note: 

If you're considering changing, we’re happy to talk you through it so you can make the choice that’s right for you.

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.

You can check what you’re covered for anytime, inside My Account.

Once you’re logged in, you’ll find everything you need in the following areas:

Policy overview (main page):

This is the first page you’ll see after logging in. Here you can quickly view:

Documents

Select the documents tab to view and download important documents such as your policy certificate.

Vehicle & cover
Open the vehicle & cover tab to see a more detailed breakdown of what is covered for each vehicle on your policy.

Drivers

The drivers tab shows a full list of drivers on your policy, along with their details.

If you need to update or change any of this information, you can do this using the make a change tab inside your account.

The Motor Insurance Database is usually updated every 48 hours, but it can take up to 7 days for your car to appear on the database, depending on how often your insurer uploads data.

If your vehicle still isn’t showing after 7 days, please get in touch.

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.

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

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.

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.

We’re sorry to hear you’re thinking about cancelling your policy with us.

Before you go, it might be worth checking if you still need the same cover. Many changes can be made instantly online in My Account, without needing to cancel your policy.

If you do still want to cancel, you can do this online by following the steps below.

If your cover is about to renew or if you owe an outstanding balance for example,  you won’t be able to cancel through My Account, please get in touch for further support.

You can amend personal details like your phone number, email or home address, surname and marital status in My Account by following these steps:

Some changes, like your address or marital status, may alter your premium. You’ll be shown an updated quote before you choose whether to proceed.

If you pay for your car insurance monthly and there is an increase to your premium, your monthly payments will change. Monthly payments are more expensive overall, so you will pay more than if you paid the full amount in one annual payment.

Accepting the new quote will confirm your changes and your documents will be updated online. Changes will come into effect from the date you selected.

There may be occasions where you’ll need to get in touch with us to make a change, but we’ll let you know if this is the case.

You can add or remove a driver online in My Account.

To add a new driver:

If your change is declined or you’ve not gone ahead due to price, get in touch to discuss your options

To remove an additional driver:

There may be a change to your premium as a result of making a driver change. You’ll be shown an updated quote, reflecting any increase or decrease in your premium resulting from your change(s), before you choose whether to proceed.

If you pay for your car insurance monthly and there is an increase to your premium, your monthly payments will change. Monthly payments are more expensive overall, so you will pay more than if you paid the full amount in one annual payment.

Accepting the new quote will confirm your changes and your documents will be updated online.

You can change your vehicle online in My Account by following these steps:

If we’re unable to accept your new vehicle or if you’re unhappy with the new price, please get in touch so we can discuss your options.

There may be a change to your premium as a result of any updates made. You’ll be shown a new quote, reflecting any increase or decrease in your premium resulting from your change(s), before you choose if you want to proceed.

If you pay for your car insurance monthly and there is an increase to your premium, your monthly payments will change. Monthly payments are more expensive overall, so you will pay more than if you paid the full amount in one annual payment.

If you pay for your car insurance monthly and there is an increase to your premium, your monthly payments will change. Paying for your insurance monthly will cost you more than paying for it in a single annual payment.

Once you accept the new quote, your policy will be updated, and your documents and Direct Debit information will change in My Account.

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.

You can log a claim quickly and easily in My Account:

If you want to track a claim once it has been logged, this will be available under the claims status section.

If you need any extra support, please contact our claims team.

You must declare any claims made in the last 5 years, as insurers assess risk based on your claims history. Failing to disclose a claim can make your policy invalid or a future pay out may be refused.

As part of the UK’s insurance disclosure rules, you must disclose any information that could influence an insurer’s assessment of risk. This includes past accidents, even when no claim was made, and accidents that are declared a non-fault claim. All of these are considered risk factors by insurance companies.

If you need to add a claim, please get in touch with our customer team.

If your Insurer has requested information regarding an existing claim on your policy, for example if the information on the Claims & Underwriting Exchange database (CUE) doesn’t match what’s on the policy,  you’ll need to get in touch with us via web chat. You won’t be able to do this in My Account.

If it’s regarding information relating to an ongoing claim (a claim that’s waiting for a decision) you have with us, you can find the correct phone number on the claims screen in My Account.

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.

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.

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.

Your renewal invite will be ready around 21 days before your renewal date. You’ll get an email to notify you. You’ll be able to view your new quote if you log in to My Account.

If you have opted in to auto-renewal and nothing has changed on your renewal, you don't need to contact us. We'll renew your policy automatically, so you remain covered. If you pay for your policy annually, you’ll need to ensure your card details are up to date on your account, otherwise your policy won’t automatically renew.

You can check your renewal details 24/7 in My Account, including your renewal documents, by logging in and selecting renew policy on the relevant policy. Please take some time to read your renewal documents, and check that nothing has changed.

 If you have chosen to opt-out of auto-renewal, you can still renew online quickly and easily:

Once this has been completed, you’ll see on the policy overview screen in your account that the policy will renew, and you’ll be covered for another 12 months with us!

If you’ve made the payment on an annual policy, this will be taken instantly. If you’re paying by monthly Direct Debit you’ll be able to see when your payments are due under the payments tab. An automatic renewal payment on an annual policy is taken around 5 working days before your renewal date, to ensure the payment has cleared in time for your policy renewal.

If you’re not happy with your price or the cover offered, please get in touch.

You can’t make any changes to your policy or opt in or out of auto-renewal in My Account if you have already been sent your renewal invitation. But, if you’re looking to make a change to your policy before you renew, our customer team will be able to support you and amend your cover.

Once you’ve passed your policy renewal date, you’ll be able to make changes online as usual. If you want support on making these changes, please contact our customer team.

You should receive an email about your renewal invite around 21 days before the renewal date. The invite will be available for you to view in My Account by logging in.

If you have any further questions, please contact our customer team.

Automatically renewing your policy means you don’t need to worry about potentially being left without insurance. As long as you’re happy with your quote, we’ll take care of the rest. However, if you want to opt out of auto-renewal, you can do this in My Account by following these steps:

Important: opting out of auto-renewal means you'll need to find alternative cover if you don’t renew with the RAC.

If you have any further questions, please contact our customer team.

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.

The majority of insurers stop increasing the recorded NCB once you reach 9 years. This is because they don’t offer additional discount beyond that point – 9 years is the recognised maximum for many insurers, and additional years usually don’t increase the discount beyond this.

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.

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.

You need to sign and return a credit agreement if you pay by monthly instalments. This means you have read and agree with the terms of the credit agreement.

Log in to your My Account. You will be asked to digitally sign your credit agreement.

A new credit agreement is required if you have chosen to renew your policy with us. You would also need to sign a new agreement if you’ve made a change to your policy during the policy year.

Log in to your My Account. If we need you to sign the agreement a notification will let you know. If you’ve already signed, you’ll see the date that you did this.

The quickest and easiest way to update your payment details is via My Account.

All you need to do is follow these steps below:

The quickest and easiest way to register for My Account is by following these 3 simple steps:

Once you have registered for the first time, you’ll automatically be logged in to My Account and will be able to login via this page to access your policy at any time.

If you have set up a second insurance policy with the RAC, your second policy will automatically appear in My Account when using your original login details.

Every time you log in to My Account, you’ll be given the option to choose which policy you want to manage, and it will allow you to view and amend that policy as normal. You can switch between policies by following the on-screen signposting in the portal.

Things to check to ensure your second policy is available in My Account:

Please contact our customer team for further support.

Check your spam/junk folders to see if the forgotten password email has gone there.

If you still don’t see it, check the email address that you entered and try again.

If you’re still having issues, please contact our customer team.

Support is also provided on the login & registration pages, should you need it.