I took out a car insurance policy in December with RAC, however before the policy had started I had an accident and wrote off my car. Phoned on the day of the accident to tell them I may not need the policy, and was told there would be no charge provided I cancelled it prior to the policy actually starting. When I phoned just before the policy was due to end I spoke to someone called Wayne. He incorrectly insisted I would have to pay £55 because the following off period started as soon as I received the documents, not when the policy started. This is not true. I felt like I was being coerced into paying it, but queried why I had been told otherwise by another member of the team previously. He then claimed it would only be £25, but in his own words said “if it was up to me, I would charge you £55. The computer is being nice“ There was absolutely no customer service, and generally a terrible attitude from him. When I asked to review why I had been told otherwise and listen to the previous call recording, he then suddenly started to backtrack. He then decided I wouldn’t need to pay anything at all, and he could process the refund for my deposit right away. I asked to escalate the matter, as I felt if he was trying this with me, then he has clearly tried it with other customers who may have ended up paying a fee that they weren’t obliged to. His actions felt dishonest and unethical. After having a serious accident and having to deal with the challenging situation of replacing the vehicle etc, speaking to someone who was as breathtakingly rude as he was, was the last thing anyone would need. Based on my experiences I would never recommend RAC car insurance to anyone else, nor will I use it in the future. I did make a complaint about what had happened, however I have little faith in them actually doing anything about it.