Home insurance FAQs

If you have forgotten your username or password to your online account, please visit your online account. Click on the ‘Forgotten your username?’ or ‘Forgotten your password?’ link and follow the instructions to reset them. If you have not already registered visit your online account and click ‘Register’.

To login or register for the myRAC app, visit the myRAC page. Please note, you can only manage your insurance policy through your online account.

It is quick and easy to register for an online account. Once you’ve completed the registration form, you’ll be sent an account activation email. Please click on the activation link within the next 14 days or it will expire. Once the registration process is complete, you can view and manage your policy online, anytime.

To register for an online account, you’ll need either your policy number (which will be in your welcome pack) or your web reference (which you should have been given when you got your quote). If you have any problems finding these, please contact us.

All policy documents will be uploaded into your online account. They will be available to view and download within an hour of purchase – this is the quickest way to access them. If you haven’t registered for your online account yet, you can register here.

If you opted to receive your documents by post, please allow up to seven working days for them to arrive.

For policy cover limits and exclusions please refer to the policy documents which are saved in your online account.

Your standard policy excess will be detailed on your policy schedule. However if you’ve opted to add a voluntary excess too, you’ll have to pay this on top of the standard excess.

It is possible to select different excesses for both buildings and contents insurance during the quote process.

Log in to your online account to view your documents and review your excesses.

If you have listed specified contents on your insurance policy, then you'll be covered up to that value. The single article limit refers to any content that isn't specified on the policy.

For information on how to make a claim, please contact us.

To process the claim, you’ll need to provide the detail of what happened and when, plus what you’re claiming for. You may need to provide photographs or receipts for items that are lost or damaged.

To make a claim on an optional extra you purchased, please find the relevant contact details in your policy documents, which are stored in your online account.

Our home insurance covers clerical work at home. But we can't cover you to work from home if it involves holding trade stock at home, employees working from your home or customers visiting your property.

Our contents policies provide cover for your possessions on a 'new for old’ basis’. This means that if you make a claim, we will pay the cost of replacing an item with its new equivalent. So, if you are claiming for the theft of a television that is now only worth £100 second hand, your replacement will be a brand-new model of similar quality.

When you purchased your home insurance policy, you’ll have been given the option to add  accidental damage cover to your contents or building. This cover protects against unexpected and non-deliberate action, but not wear and tear.

Your policy schedule will detail if you have accidental damage cover. You can view your policy schedule in your online account. If you are still unsure if your policy provides this cover, you can contact us via live chat and we’ll be happy to help.

This will depend on whether you chose this cover when you bought your home insurance policy. Your policy schedule will detail whether you have cover for items taken outside of your home. You can view your policy schedule in your online account. If you’re still unsure or want to add something new to your policy, contact us via live chat and we’ll be happy to help.

Some insurers may offer cover for mobile phones while they are in the home. Your policy wording will detail whether you have cover for your mobile phone or not. You can view your policy wording in your online account. If you’re still unsure or want to add something new to your policy, contact us via live chat and we’ll be happy to help.

When you purchased your home insurance policy, you’ll have been given the option to select our ‘Home Emergency including boiler’ cover and pay an additional cost for your boiler to be covered.

Your policy documents will detail what cover you have and how to make a claim. You can check the documents in your online account. If you’re still unsure if your boiler is covered, you can contact us via live chat and we’ll be happy to help.

Your policy schedule and policy wording will tell you whether subsidence is covered and any applicable excesses.

You can view your documents in your online account. If you’re still unsure if your policy provides this cover, you can contact us via live chat and we’ll be happy to help.

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.