The Warranty Group Reviews 522

I would give zero stars if I could.
I bought a used car with an RAC warranty that I was sold for 'peace of mind'.
The air con was not working properly after a few days, even after I had it re-gassed, so I made an appointment with an approved garage via the RAC warranty website. I dropped the car off and that's when the warranty problems started.
Nearly 3 weeks later, I still don't have my car back and have had endless emails and phone calls.
They couldn't source the leak so ended up taking off the car dashboard. The main issue I have is that in order to approve this, I had to agree to pay a potential £1800 bill for this myself, including ordering a new evaporator part. The warranty team simply would not say if they would cover any of it until they had 'proof' of what was wrong.
So it all feels like a big gamble claiming on this policy - I have never known insurance like it.
After I reluctantly gave my permission, they took off the dashboard and found the problem, which is a part that costs £900+ and needs replacing.
After various photos and emails, the RAC have finally approved £1000 towards costs now, but I am still going to be £800 out of pocket and have been without a car for 3 weeks.
Really this warranty is not fit for purpose for 3 reasons:
1. The £1000 limit is hopeless - we were not offered anything more than this amount when we bought the car. For a repair to something like air con, this amount is used up in an instant and because of the £1000 limit per claim, I can't even claim for a hire car to keep me on the road while waiting, and the approved garage doesn't have a courtesy car.
2. The slow pace of the 'approved garage' in getting anything done. Our usual garage would have been so much quicker but we thought we would be better off using an approved centre which is why we chose this route - never again.... It adds insult to injury - I have lost both time and money.
3. The fact that no-one at the warranty firm will tell you whether they will pay your claim until several hundred pounds worth of diagnostics have been done at your own cost and risk. It is just unbelievable.

In summary, my expericence is that this warranty is the absolute opposite of peace of mind. You think you are being sensible by getting it, and have purchased something that gives you security, but really it doesn't because of the potential cost of diagnostics. I feel completely ripped off.

Avoid this company at all costs. I only went with them as the vehicle I purchased came with free 6 months warranty and I paid extra for additional 6 months.

I had a valid claim all this time and it took them 4 months to even authorise the claim.

Despite authorisation, they authorised very low amounts of parts (I needed injectors and fuel pump) I questioned this amount and they said these estimates are taken from euro car parts (which is lies as euros car parts don’t sell these parts for my vehicle it’s main dealer parts only) despite the lies, I reached out directly to euro car parts and they sent me evidence of the parts not being available so I sent this evidence over to the warranty company.

Of course they had no leg to stand on so then approved a further amount and still there was a shortfall.

I didn’t manage to get evidence from euro car parts for one item and when I did, they changed their decision and approved the further amounts.

Company is full of lies, don’t want to pay out and customer service team needs training.

Management sucks as one person says one thing and another something else.

My Audi A4 broke down 10 miles from home. Following the RAC guidelines, I had it recovered by the RAC and transported to an RAC approved garage ( Vicarage Motor Company, Barnoldswick) who determined that it needed a new petrol fuel injector fitting to number 4 cylinder. Two days later they informed me that the work involved was too complicated for them to proceed and the car would have to be repaired elsewhere. Whilst diagnosing the car they also broke one of the spark plug coil pack extensions to number 3 spark plug and ripped one of my mud flaps off on their ramps. They also told me that I would need to pay them £292.20 before they would allow the car to be removed from their premises. I paid the invoice and had it made out to IOM /CO my name, as per page 5 of the RAC maintenance & repair plan. The car was then transported to Air Valley Audi / WV specialists in Skipton, who successfully repaired the car and administered the RAC warranty process. On return of the car I contacted the RAC for advice on £292.20, charged to me by the first garage, an RAC approved garage, having followed the RAC guidelines, to be then told that they could not fix it, and to pay up before the car can be released. The RAC simply told me that they could / would not help me with that. Disgusting!

Initially, I had concerns when I brought my car to the garage, but my worries eased when they approved and covered my first claim. They also partially covered the expenses for my second claim, but unfortunately, they did not include the DPF cleaning in their coverage. This all happened within a span of less than five weeks.

Just left my car with my RAC garage and they sorted it all. There was a delay for parts but other than that it went very well

I left my Discovery with the main dealer and went on holiday. On my return the problem was fixed and the claim was paid directly to the dealer.
Wasn't at all stressful and I'm pleased with the outcome.

The RAC Warranty has been a real mixed bag for me. Very competitively priced, with no excess and a reasonable list of exclusions. Even wear and tear items can be covered if they fail prematurely. But ...

I have claimed for two failures and in both cases the underwriters have tried to use the exclusions to wriggle out of paying. These were a motor unit that powers the door handles ('door handles are not covered') and a windscreen wiper motor and linkage ('wiper arms are not covered'). Stick to your guns though, and be prepared to provide evidence, and you should get your claim paid.

Absolutely amazing company, authorise the claim over the phone within 15 minutes. Crystal clear communication with the garage and very helpful staff! One of my customers claimed for a Strut that failed, got authorised over the phone. None of my customers have ever complained about this warranty! It blows the competition away. Much better than WWise.

Poor communication
Poor customer service
Incomplete claim payment
Poor decision making with a lack of technical knowledge about what constitutes a claim.
The RAC brand for me has been massively damaged and I will never use anything RAC ever again

Absolutely terrible communication. They make you wait for unreasonable amounts of time to answer calls.
Make things as difficult as possible. They clearly just want to make customers give up and pay for repairs themselves.

Oh my goodness what terrible reviews! Maybe look at The Crystal Mark Standard for clearer writing and therefore better understanding of your policies?
We have no complaints here.
We bought a car and the RAC insurance policy came as standard (replaced the warranty of the garage). 6 months later we had terrible clutch problems and our garage started with the simplest fixes but in the end had to dive into the gear box. RAC received the 2 quotes/requests from the garage which were accepted. We paid the garage, sent off the invoices and on both occasions the money was in our account within 5 days of receipt. Just as we had expected.
So yeah no real issues.

Very pleased with the service provided and overall outcome of the cover. Shockers on my Ranger were gone and failed MOT replaced and claimed under this warranty at no cost to me. Brilliant. Would definitely recommend to take out if you haven’t.

One star is a star too many! Not worth the paper it is written on! Total scam…. Cost more to repair my car with the warranty, than if I not taken out the warranty in the first place, and I’ve already gone through the complaints process which is a complete waste of time!

Claim didn’t cover the cost of repairs leaving me with £640 to pay.
Also a second repair was identified by my garage at the same time as repairing the first - The warranty wouldn’t cover it - stating they only cover one job/ repair at one time !?
Another shortfall of £349

Shocking!

Was about to give a poor review but I think it would be too harsh.
The good bits? - very reactive and quick to respond - very quick to repay once settled - they know what they are talking about

The less good bits - I had two claims - one was refunded partially due to limited cover from RAC, the other was refused although I felt it was in the areas covered on the T&Cs.

Their sense of challenging every claim does not help their ratings here. Although it is done in a professional way, it does not give room for negotiation and can feel very unfair.

In conclusion - when you are under the cover, they do act swiftly but they are hard in negotiating the bits that are in the grey area of the T&Cs. I would still take this insurance although I would not recommend if you are looking for a simple and easy ride in claiming.

Having read so many negative reviews I feel it is only right to give credit where credit is due. My five year old hardly used AEG double oven control panel went which meant I couldn’t turn on the oven. Having paid Electrolux for a fixed price repair & an engineer visiting 4 times & replacing the control panel each time eventually the company wrote it off. The bottom oven had never been used!! A few days after ordering & paying for a replacement oven I received a letter from The Warranty Group asking if I would like to renew my 5 year added protection plan…it had 1 month to go before expiry. I didn’t even know that I had an added plan. I contacted the company, sent them a copy of all the engineer visits & final write off number & I’m delighted to say they paid out the full original purchase price of my original order. Thank you for honouring the policy. This is a genuine review!

Absolute Scam.I was sold a 2year platinum RAC warranty costing £1499. by my garage with the assurance that everything ( except wear and tear items) is included. After going through the warranty contract i quickly realised that NOTHING would be covered.
The contract wording is so heavily biased towards the Warranty Group you would stand NO chance.
Then i started to check on all of the relevant complaint sites, only to see that I am absolutely right. This is a SCAM.
I have tried to get my money back as i have only have had the warranty for x8 weeks and have made NO claims.
And YES you can see what's coming. They said NO despite the warranty terms saying that its possible.

Should be shut down. Basically nothing is covered unless the description on the parts invoice is exactly the same as their vague description in the policy wording.

Re RAC warranty
Purchased a 3 year warranty costing £795 when I bought the car, was assured it would cover everything. First problem was electric seats - was asked to pay for a diagnostic, told this wouldn’t be covered in the policy and would cost £250, fortunately discovered in time that the electric seats also wouldn’t be covered in the policy. Had to fix them myself. Second problem was dealt with fairly efficiently thanks to a very persistent member of staff at the garage I took the car to, despite RAC warranty people trying once again to wriggle out of payment. Third problem was appalling, used a garage recommended by the warranty people, they quoted 12 hours and £600 for the job, the RAC warranty people would only pay for 4 hours and £200, despite the fact this was the garage they had told me to use, £400 out of pocket!! Have now sold the car, warranty has 17 months still to run, have just tried to cancel it and claim a refund only to be told I can’t have a refund because I actually made use of the policy, (which is why I bought it) and made a claim!
Disgusted!!

I purchased an added care policy through John Lewis. John Lewis used to work with The Warranty Group but not any more. I am not surprised.
Our washer/dryer broke over two months ago and still has not been fixed. The Warranty Group uses Capital Repairs which is another awful company. During the first visit "engineers" from Capital Repairs told that our washer/dryer was 8 years old. Basically they could not read the machine's serial number. I searched the serial number myself and confirmed the machine was made in 2019.
Capital Repairs ordered expensive parts which took two weeks to arrive. The the same "engineers" came and installed the parts but the machine did not work. Then they ordered another part and we waited two more weeks. This time a new engineer visited and said that the machine needs one small part to start working. He promised he will get our washer/dryer working. We waited for two more weeks. Yesterday one of the first engineers arrived only to find out that he was given a wrong part. Capital Repairs have a very peculiar policy re. parts. They do not allow engineers to open boxes with new parts until they arrive at client's premises. Today we phone Capital Repais and were told that they are waiting for insurer's approval to order the correct part. They do not know whether it was their engineer's mistake who ordered the wrong part or the mistake of the supplier who sent the wrong part.
Stay away from John Lewis extended warranty as it is waste of time and money. Over the nine weeks since our washer/dryer stopped working I have spent around £200 on washing/drying elsewhere and about 20 hours of my time.
Stay away from the Warranty Group and Capital Repairs.