Car insurance help
Frequently Asked Questions
If your policy has expired or been cancelled, your proof of no claims discount will be available in the documents areas of My Account.
If your vehicle has been sold, stolen, written off or declared off‑road (SORN), please contact our customer team so we can update your policy.
Depending on your circumstances, we can:
- update your existing policy with new vehicle details, or
- help if you no longer need cover
If you decide you want to cancel your policy, you can do this online in My Account.
See How do I cancel my policy? for step‑by‑step guidance.
If you’re in an accident that’s not your fault, our Motor Legal Protection provides cover for legal expenses to help you and your passengers claim compensation for uninsured losses including personal injury. It provides up to £100,000 cover for legal expenses to pursue uninsured losses such as loss of earnings or your policy excess following a motor accident. Claims must be reported within 180 days, and the third party must have valid motor insurance at the time of an accident.
Motor Legal Protection is available as an optional extra to purchase alongside our car insurance.
In addition to what's already included in our great value comprehensive RAC Car Insurance, RAC Car Insurance Plus includes:
- 5 Star Defaqto rated cover
- Uninsured driver promise – means you keep your no claims discount if your car's involved in an accident caused by an uninsured motorist and we will reimburse your excess
- Vandalism promise – if your car is damaged through vandalism, any claim you make won't affect your No Claims Discount
- Help with onward transport home after an accident
- Raised amount of cover for personal belongings, medical expenses and non-manufacturer fitted audio equipment in comparison to RAC Car Insurance
For full details, please see our RAC Car Insurance Plus page.
If your car requires repairs as the result of a claim, a courtesy car can be offered. This is most commonly a Class A car, with a 1 litre size engine such as a Kia Picanto.
This service is offered by the garage for the duration of the repairs on your car, and subject to availability.
All terms, conditions and excesses on your policy apply to your use of the courtesy car.
For additional peace of mind, you could add our Guaranteed Replacement Car optional extra, which provides cover for up to 28 days.
Your no-claims discount won't usually be affected if you’re shown to be not at fault and we’re able to recover the costs from the other person's insurer.
Please note, you still need to declare non-fault accidents to your existing insurer, and you must also disclose them when getting a new quote from another insurer, even if the accident wasn’t your fault. Failure to disclose an incident could result in an increase to premium, a claim being refused or your policy being cancelled.
We offer two types of car insurance, you can get a quote for both types of cover online.
RAC Online Car Insurance is ideal if you’re happy to self-serve online and enjoy a lower price and admin fee when you make a change. You can call us to make a claim 24/7, but for general enquiries, we don’t provide telephone support.
RAC Car Insurance suits drivers who like the flexibility of managing their policy online, as well as call centre support when it’s needed.
If you’d like to get a quote for our standard Car Insurance with telephone support, you can reach our customer team using the details on our contact us page.
If we’ve asked you to provide proof of your no claims discount (NCD), please upload via My Account.
Alternatively, you can email it to [email protected], quoting your RAC Car Insurance policy number.
Retrieve an RAC Car Insurance quote – our car insurance with telephone support
Retrieve an RAC Online Car Insurance quote – our self-serve online only car insurance
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:
- Your vehicle(s) covered
- Your cover level
- Your annual mileage
- The drivers on your policy
- Your payment information, including when your next payment is due
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.
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.
- Login to My Account and click the cancel policy option from the top navigation
- Select the reason you want to cancel from the options available on the list
- Choose the date you want your policy to end on (immediately or a future date)
- You’ll then be given the information on cancelling, as well any costs/refunds to cancel the policy
- If you have an outstanding balance to pay, you can either enter payment details or select the card we may already have stored on file for you
- Once you select confirm, you’ll be able to proceed with the cancellation
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.
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.
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.
Making a change FAQs
You can amend personal details like your phone number, email or home address, surname and marital status in My Account by following these steps:
- Log in to My Account and click the make a change button
- Select the option that you want to change
- Click the edit icon and amend your details
- Double check your details are correct
- Click done to proceed
Review your quote and confirm if you’re happy to continue.
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.
If you need help or prefer to speak to someone, please contact our customer support team.
You can add or remove a driver online in My Account.
To add a new driver:
- Log in to My Account and click the make a change button
- Scroll to the additional drivers section, where you can add or remove a driver
- If you’re adding a new driver, fill out the relevant information and select confirm
- Once you confirm, you’ll be shown the cost of adding the driver
- If you’re happy to continue, you’ll be given the options to pay for the difference (if it’s an increase in price). If you don’t want to continue, you can press the cancel button on the progress checker on the right-hand side
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:
- Select remove driver in the additional drivers section and select the driver you want to remove from the policy
- Once confirmed, you’ll be shown any refund amount or in some cases the cost of removing a driver
- If you’re happy to continue, you’ll then be shown the options to pay for the difference (if it’s an increase in price). If you don’t want to continue, you can press the cancel button on the progress checker on the right-hand side
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.
If you need help or prefer to speak to someone, please contact our customer support team.
You can change your vehicle online in My Account by following these steps:
- Login to My Account and click the make a change button in the navigation bar at the top of the screen
- Scroll to vehicle details
- Select the relevant section with the pencil icon (depending on what you want to change)
- Update the details and double check everything is correct
- Select confirm
- Once confirmed, you’ll be shown the cost of amending the vehicle details
- If you’re happy to continue, you’ll then be given the option to pay for the difference (if it’s an increase in price). If you don’t want to continue, you can press the cancel button on the progress checker on the right-hand side of the page. This will cancel any change you were in the process of making
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.
Once you accept the new quote, your policy will be updated, and your documents and Direct Debit information will change in My Account.
If you need help or prefer to speak to someone, please contact our customer support team.
The quickest and easiest way to update your payment details is via My Account.
All you need to do is follow these steps below:
- Login to My Account and click the make a change button in the navigation bar at the top of the screen
- Scroll down to the payment details section and select change/add payment method
- Select change payment method on the right-hand side of the page, input the new details, whether that’s adding a new card or the updated Direct Debit details and select continue
- A confirmation page will appear where you need to confirm the new payment details are correct. Please ensure you read the section about continuous payment authority before selecting continue
- If you’re on Direct Debit, you’ll also be shown the option to change your payment date to one of the available dates if you want to
- You’ll then see a confirmation page showing the new dates (if changed) and the updated amounts. Select confirm if you’re happy to proceed
If you prefer to speak to someone, please contact our customer support team.
Renewal FAQs
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:
- Login to My Account and if your policy is due for renewal you’ll automatically be taken to the renewal page. You’ll see a renewal tab in the navigation bar at the top of the screen for you to enter the renewal journey
- Check your personal details including payment details and make sure all the information is correct for any named drivers too
- Take some time to read your policy documents, and check that your needs or requirements haven’t changed, and you’re happy with the policy
- Click confirm renewal
- You’ll be asked if you want to make any changes and if so, you’ll be able to connect to our web chat team. You won’t be able to make any changes in the portal yourself after we’ve sent your renewal invitation
- If you don’t need to make any changes, you’ll be shown your new quote. If you’re happy with the price and cover offered, click accept renewal
- Once you click confirm you’ll be given the options to pay for your renewal
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,the cover offered or would prefer to speak to someone, please contact our customer support team.
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:
- Log in to My Account
- Select settings at the top of the page
- Scroll down to automatic renewal and change the green button from on to off. If you’re not on auto-renewal, off will already be in green, and you don’t need to do anything else
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.
Online account access FAQs
The quickest and easiest way to register for My Account is by following these 3 simple steps:
- Head over to My Account and select register now
- Add your name, date of birth, postcode, and policy number, then create a password
- Click the register now button, to access your policy online
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 need help logging in or prefer to speak to someone, please contact our customer support team.
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:
- Managing your policy
- Guidance on using My Account
- General questions about your insurance
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:
- Inside My Account
- Support is also provided on the login & registration pages, should you need it
If you prefer to speak to someone, please contact our customer support team.
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:
- That you have used the same email address to set up the second policy
- It’s under the same policy holder details (i.e date of birth, postcode matches)
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.