RAC insurance

joanneguest

Had a lorry reverse into my car 2 years ago causing damage. Followed the procedures on reporting accident to RAC and phoned accident report helpline. They transfered me through to Drive assist but did not inform me at any time that I was going through to a separate organisation and would forfeit my rights in my policy. Received my car back after drive assist repaired to find it had been repaired badly. The door would not shut, petrol cap sticks out, seatbelt housing hanging out etc. Started to contact them in March 2012 and was put through to many different departments and basically told tough luck. Eventually wrote to the chief exec of the RAC and had an almost instant reply. They had an independent person look at my car and make a list of the faults and asked me to get a quote but still did nothing. Eventually sent to Ombudsman who have listened to the inital recording and confirmed that they did not inform me of who Drive assist were but simply we will put you through to the department who can help. Ombudsman have just confirmed that they are having trouble getting the RAC to respond. Despairing as 2 years down the line still cant sell my car. Any suggestions?

InsideInsurance

joanneguest wrote: »

Ombudsman have just confirmed that they are having trouble getting the RAC to respond.

The ombudsman have the powers to force the RAC to respond, it isnt optional for an insurer/ regulated company.

You need to keep on at the ombudsman as they have statutory mechanisms to force RAC to act. I suspect more what they are saying is just that RAC are slow at responding and with the ombudsman having 7,000 new complaints a day being registered they are swamped and so slow at chasing too.

The only other option is to litigate but as soon as you do the ombudsman backs out of the equation.