Does the excess protection have any exceptions?
I have been asked to look at this for you as insurance is one of my specialist fields.
Have you been dealing with this on the telephone with the RAC or in writing?
Have you had any response at all, and if so, what was that?
How much do they owe you?
I suggest that you stop telephoning them otherwise you are likely to be still telephoning them in another 2 weeks.
Commit everything to writing and you might want to send it by recorded delivery.
Head the letter “formal complaint”.
Give details of the circumstances and tell them that you expect a cheque in respect of the amount, within the next 10 days. Say that after that, you reserve the right to either issues Small Claims Court proceedings against them ought to refer the matter to the Financial Ombudsman Service.
If they don’t reply or send you the money, you can then refer the matter to the Financial Ombudsman Service as a formal complaint not until eight weeks have elapsed. FOS will not deal with complaints until such time as the insurer has had a reasonable amount of time to reply and that reasonable amount of time is deemed by them to be 8 weeks.
There is actually no need to take this to the Small Claims Court because the Ombudsman will tell the insurer to deal with it. I would be very surprised if the formal complaint letter did not do the trick anyway.
Can I clarify anything for you?
Please rate the service positive. It doesn’t cost you anything but helps me greatly.
We can still exchange emails. Best wishes. FES.