RAC Car Insurance: most-reported complaints
- Complaints in recent reviews
- 13% of 3,040 recent reviews analysed
- Most-reported issue
- Overcharging 27% of complaints
- Company replies
- 99% of negative reviews, typically within a day
- TrustScore
- 4.4 from 21,300 total reviews
- Review window analysed
- 2026-05-10 to 2026-11-13 3,361 reviews
- Sector
- Insurance
Automated analysis of 3,361 public Trustpilot reviews published 2026-05-10 to 2026-11-13. TrustScore 4.4 from 21,300 total reviews — see the Trustpilot page. Quick answer: is RAC Car Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with overcharging, citing 186 instances that represent 27% of identified complaints. Support-related problems are also frequent, with 182 reports of unhelpful assistance and 131 reports of unreachable support. Additionally, 84 complaints regarding misleading pricing were noted, accounting for 12% of the total issues.
What are the most common complaints about RAC Car Insurance?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Overcharging | 27% | 186 | rising since 2026-10 | |
| Support unhelpful | 26% | 182 | rising since 2026-10 | |
| Support unreachable | 19% | 131 | steady | |
| Misleading pricing | 12% | 84 | falling | |
| Billing errors | 12% | 82 | steady | |
| Account/app problems | 10% | 66 | steady |
Overcharging
186 reports · 27% of complaints“I tried to pay with a different card, but the AI responder at RAC insurance could not cope with this, and repeatedly threatened to cancel the insurance.”
The company replied on 2026-08-17: “Hi Mr King, Thank you for taking the time to leave us a review and for raising your concerns. I am sorry you are unhappy with the experience you have had when trying to change your card details and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“lots of add ons bumped up price”
The company replied on 2026-06-19: “Hi Jacs, Thank you for sharing your feedback with us, and I am sorry to hear about the frustration this has caused you. It sounds incredibly disappointing to see your price rise with add ons after a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“they wanted nearly £1000 over the original premium of £200”
The company replied on 2026-11-10: “Hi Joseph, Thanks for sharing your feedback with us. We can completely understand your frustration here. Moving just half a mile shouldn't feel like such a hassle, so it's disappointing to hear this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
182 reports · 26% of complaints“they are charging us £120 for not having insurance which they are taking from the refund.”
The company replied on 2026-11-12: “Hi Richard and Valerie, Thanks for sharing your feedback with us. I am so sorry to hear about your experience and the surprise £120 charge taken from your refund. That is really frustrating,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“this has still not arrived after 10 days.In the interim I received emails telling me my cover would be cancelled”
The company replied on 2026-11-04: “Hi Mr Neale, Hello. Thank you for leaving your review. We really appreciate you leaving a review; however, this site is for standard car insurance. The black box insurance type is dealt with by a…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“my monthly premium increased from approximately £80 to £264 — more than three times what I had previously been paying.”
The company replied on 2026-10-06: “Hi Hello, thanks for sharing your experience. We are really sorry to hear about the frustration caused by your premium increase and the payment details. We understand how concerning this situation is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unreachable
131 reports · 19% of complaints“make sure you cancel automatic renewal because it more than doubles”
The company replied on 2026-11-02: “Hi Stewart, Thank you for leaving your feedback. We’re really sorry to hear about your frustrating experience with your renewal and getting in touch. So we can look into this for you, please email…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“I tried to pay with a different card, but the AI responder at RAC insurance could not cope with this, and repeatedly threatened to cancel the insurance.”
The company replied on 2026-08-17: “Hi Mr King, Thank you for taking the time to leave us a review and for raising your concerns. I am sorry you are unhappy with the experience you have had when trying to change your card details and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“lots of add ons bumped up price”
The company replied on 2026-06-19: “Hi Jacs, Thank you for sharing your feedback with us, and I am sorry to hear about the frustration this has caused you. It sounds incredibly disappointing to see your price rise with add ons after a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
Misleading pricing
84 reports · 12% of complaints“lots of add ons bumped up price”
The company replied on 2026-06-19: “Hi Jacs, Thank you for sharing your feedback with us, and I am sorry to hear about the frustration this has caused you. It sounds incredibly disappointing to see your price rise with add ons after a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“why not give me that price in the first place?”
The company replied on 2026-10-05: “Hi Trev, Thank you for taking the time to leave us feedback. We completely understand your frustration, and it is entirely reasonable to ask why our lowest price was not provided to you straight…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“You then denied that I had provided the information and looked to increase my premium by over £150.”
The company replied on 2026-07-06: “Hello Jared, Thank you for taking the time to leave your review! We're sorry to learn that you experienced difficulties related to the CUE database and that you felt unsupported during that time. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Billing errors
82 reports · 12% of complaints“Less than 24 hours later they send a notice of default and a £20 charge.”
The company replied on 2026-11-11: “Hello James. Thank you for taking the time to share your feedback. We're sorry to hear about the frustration and concern caused by the missed payment, administration fee and notice of default. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they are charging us £120 for not having insurance which they are taking from the refund.”
The company replied on 2026-11-12: “Hi Richard and Valerie, Thanks for sharing your feedback with us. I am so sorry to hear about your experience and the surprise £120 charge taken from your refund. That is really frustrating,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“charged the original quote and £93 extra had been taken from my cc account”
The company replied on 2026-10-19: “Hi Mrs Skinner, Thank you for getting in touch and sharing your experience. I’m truly sorry for the stress and confusion caused by this billing error. I can see that your policy did renew at a higher…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
Account/app problems
66 reports · 10% of complaints“I am not insured by the RAC and their records should reflect that.”
The company replied on 2026-11-02: “Hi A B, Thank you for taking the time to leave us a review. Our records do reflect that you are not insured with us, and communication was sent to you confirming this. Thank you for your time with…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“your online site will not allow me to view them ! It tells me I DO have a policy but will not open the documents”
The company replied on 2026-08-17: “Hi Clive, Thank you for taking the time to leave us a review. We’re very sorry to hear about the difficulties you’ve experienced accessing your policy documents online, particularly as you’ve…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“RAC customer service only use membership numbers and have no record of the policy number.”
The company replied on 2026-06-17: “Hi Den, Thank you for taking the time to share your feedback, and I’m sorry to hear about the confusion you experienced when accessing your policy information through the app. We’d like to look into…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
The company claimed its Trustpilot profile on 2024-07-01, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-11-12. Trustpilot ranks it 150 of 170 in Insurance Broker. We last checked this profile on 2026-11-13 and found 99 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 67 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “RAC car insurance renewal”, “RAC car insurance, charge for temp car?”, “RAC Car Insurance - No Good in France...”.
TrustScore over time
4.4 → 4.4 across 31 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 30 dated readings
2026-08-12 (99%, 0.3d) · 2026-08-15 (99%, 0.3d) · 2026-08-18 (99%, 0.3d) · 2026-08-21 (99%, 0.3d) · 2026-08-24 (99%, 0.3d) · 2026-08-27 (99%, 0.3d) · 2026-09-01 (98%, 0.3d) · 2026-09-04 (99%, 0.5d) · 2026-09-07 (99%, 0.3d) · 2026-09-11 (99%, 0.3d) · 2026-09-14 (99%, 0.3d) · 2026-09-17 (99%, 0.3d) · 2026-09-20 (99%, 0.3d) · 2026-09-23 (99%, 0.3d) · 2026-09-28 (99%, 0.3d) · 2026-10-01 (99%, 0.3d) · 2026-10-04 (99%, 0.3d) · 2026-10-07 (99%, 0.3d) · 2026-10-10 (99%, 0.3d) · 2026-10-13 (99%, 0.3d) · 2026-10-16 (99%, 0.3d) · 2026-10-19 (98%, 0.3d) · 2026-10-22 (99%, 0.3d) · 2026-10-26 (99%, 0.3d) · 2026-10-29 (99%, 0.3d) · 2026-11-01 (99%, 0.3d) · 2026-11-04 (99%, 0.3d) · 2026-11-07 (99%, 0.3d) · 2026-11-10 (99%, 0.3d) · 2026-11-13 (99%, 0.3d).
Severity: 21% of this company’s 691 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2026, 51% of 152 one-to-three-star reviews were 1★; in November 2026, 45% of 62.
Counted from July 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 3.7 days between the experience and publishing their negative review (937 reviews record both dates).
What their policy promises
complaint process: email or phone
“Driving without motor insurance is illegal, carrying a maximum fine of £5,000, six to eight penalty points and potentially disqualification from driving.”
complaint process: email or phone
“Third party insurance policies can cost less than more extensive policies because the cover is very limited.”
complaint process: email or phone
“Third party, fire and theft is the next level up and covers the costs of repairing any damage that occurs as a result of fire or theft, or if your vehicle is stolen or damaged in a fire.”
complaint process: email or phone
“Comprehensive car insurance is the highest cover level and protects against damage to your own vehicle, even if you are to blame for the accident.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-11-11.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-09-01.
5 other page edits recorded (dates, counters, menus, banners, or edits we could not verify against the page text) — not listed
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Measured reply time: across 916 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 916 company replies to negative reviews analysed, 48% engaged with the specific problem and 42% were generic templates.
Review provenance: 2861 company-invited reviews in the recent window average 4.52★, while 179 organic (uninvited) reviews average 2.08★.
5% of its 2112 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: overcharging makes up 27% of this company’s complaints vs a 14% median across 78 ranked companies in its sector.
Review velocity: 11,422 of this company’s 21,300 Trustpilot reviews (54%) were written in the last 12 months.
Other UK companies with evidenced “Overcharging” complaints
- RAMSDENSCURRENCY.co.uk
- RED Driving School
- Registered Address Ltd
- Revolut
- Rise Works
- Roamler
- ROL Cruise
- Royal Kennel Club Pet Insurance
- Ruthin Castle Hotel
- Ryanair
See all companies by issue: Overcharging · Support unhelpful · Support unreachable · Misleading pricing · Billing errors · Account/app problems · Sector table: Insurance in the UK
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-13.