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Frequently asked questions

Please read our FAQ section to find answers to the most common car insurance claims related questions.

What effect will a claim have on my policy?

Depending on the outcome of your claim, your No Claims Bonus may be affected.

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What is an approved repairer?

As part of our claims service, we use a network of garages who provide nationwide coverage and act as our representative during the course of your claim.

This means that both you and RAC Direct Insurance can be confident in using repairers that we monitor and approve. This also means that you won't need to spend time obtaining quotes - we will authorise the repair direct with the garage and you have peace of mind as all work is guaranteed.

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How do I make a claim on my legal protection?

If you have selected this cover, please call our claims line and be ready to quote your policy number

  • If you are an Insurance Member call 0800 404 6342
  • If you are a Membership Plus Member call 0800 404 8777
  • If you took out insurance prior to 24th October 2005 with RAC Insure please consult your policy documents for your claims phone number.

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How do I claim for Physiotherapy Cover?

If you have selected this cover, please call our claims line and be ready to quote your policy number

  • If you are an Insurance Member call 0800 404 6342
  • If you are a Membership Plus Member call 0800 404 8777
  • If you took out insurance prior to 24th October 2005 with RAC Insure please consult your policy documents for your claims phone number.

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Do I get a replacement van?

If you have selected our Replacement Van cover (this will be shown on your schedule) and you use our approved repairers then you will be entitled to a Replacement Van while you are claiming.

The replacement vehicle will either be:

  • car-derived van which is a van styled on the car equivalent where the front end is a car and the back end is a van; or
  • panel style van; or
  • LWB (Long Wheel Base) panel style van; or
  • enhanced courtesy car which is a 5-door car with a 1.6 litre engine and room to seat 5 people

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Do I need to send you anything?

In some cases we may need you to send us further information. It would help us to process your claim more quickly if you could forward the relevant information as quickly as possible.
For instance, we might need to ask you for the police incident reference, details of witnesses or other people invloved or any other information related to your claim. Please try to capture as much information as possible at the time of the incident using this printable form.

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What if my van has been stolen?

Van theft is a criminal offence. You must report the theft to the police. Any details you receive from the police should be forwarded to us as soon as possible. A claim involving theft may require a more detailed investigation. It will also include a visit from a claims investigator. If your vehicle is recovered at any time, even after the claim has been settled, please advise us immediately, together with its current location. We will arrange for both the recovery and inspection of your vehicle.

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What happens if I, or my company, are VAT registered?

You will be required to pay the VAT element of the invoice upon completion of your vehicle repairs.

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Where can I find more information?

Full information relating to cover provided under you policy can be found in your insurance booklet.

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Are my tools covered?

If you have a comprehensive policy your tools are covered up to a value of £500 for any one claim. If you have Third Party, Fire & Theft Cover or you require tool cover over £500 you should arrange separate cover for any equipment you store in your van.

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Calls may be recorded/monitored