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RAC Free Fuel 2017 Offer FAQs

What is the offer for new RAC customers?

RAC are offering up to £50 worth of free fuel which will be available on a RAC prepaid Mastercard® for new customers purchasing breakdown cover direct from the RAC. The amount spent determines the amount awarded:

  • £20 for spend of £99 — £118.99
  • £30 for spend of £119 — £148.99
  • £50 for spend of £149 and above

How do I qualify?

To qualify for the RAC prepaid card you must purchase Membership direct from RAC and spend £99 or more. A valid email address must be provided at the point of purchase. RAC Breakdown cover can be purchased either through www.rac.co.uk, through a RAC sales agent, or by calling RAC direct. This offer is not available to new customers who purchase RAC Breakdown via price comparison, cash back websites, purchases of Response Membership (Blue Badge cover) or purchases made in a breakdown situation.

Purchases of RAC Breakdown cover must be made during the term of the promotion 2nd March 2017 until 19th April 2017.

How do I claim my RAC prepaid card?

You will be sent a claim email with details of how to claim within 10 days after you purchase, containing your URN (unique reference number) and your customer ID (your membership no.). You must claim online at wwww.racfreefueloffer2017.co.uk. You must confirm your personal details and accept the terms and conditions before you can complete your claim.

How much will be available on the RAC prepaid card?

If you have paid for your breakdown cover in full at the time of purchase the RAC prepaid card will arrive pre-loaded with the total amount of fuel that you qualify for. If you are paying for your breakdown cover in monthly payments, the RAC prepaid card will arrive pre-loaded with £10. The rest of the payment will be split into two payments and you will receive the next payment after 6 months and the final payment after 12 months.

My personal details are incorrect, what do I do?

Please call RAC on 0330 159 0740 or email membership@rac.co.uk.

Lines are open Monday to Friday – 08:00 to 20:00, Saturday and Sunday – 09:00 to 17:00, Bank Holidays – 09:00 to to 17:00. 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

How long do I have to claim my RAC prepaid card?

After receiving your claim email containing your URN you can go online and complete the claim process to receive your RAC prepaid card any time up to and including midnight on 20th July 2017. If you do not go online to claim by this deadline, you will not be entitled to receive your card.

What happens if I do not receive my promotional offer email?

If you have not received a claim email within 10 days following your purchase date, please call our customer service team on 0330 123 3475 (between 9am and 5pm, Monday to Friday, excluding Bank Holidays) or email us at help@racfreefueloffer2017.co.uk. 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

Who do I speak to if I am experiencing difficulties in claiming my RAC prepaid card online?

If you have a query relating to the online claim process or there is any issue with the functionality of the site, you should email help@racfreefueloffer2017.co.uk or call the customer helpline number on 0330 123 3475 (between 9am and 5pm, Monday to Friday, excluding Bank Holidays). 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

What should I do if I have claimed online and have not received my card after 35 days?

If you have not received your card after 35 days of your policy purchase date, please ensure your payments for breakdown cover are up to date and you have claimed. Details of how to claim can be found under "How do I claim my RAC prepaid card?" and in the claim email sent to you.

If your payments are up to date and you have claimed your card, you can find out the delivery status of your card by emailing info@cardholdersvs.com or calling the customer helpline number on 0344 800 6435 (between 9am and 6pm, Monday to Friday, excluding Bank Holidays). 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

What do I do if I have been advised that my RAC prepaid card has been dispatched but I have not received it?

Your card will be dispatched within 35 days of your RAC Breakdown policy purchase date providing you claimed within 28 days of your policy purchase date. If you claimed after 28 days of your policy purchase date, your card will take 5—7 days to arrive.

If more than 35 days has passed and it has been more than 7 days since you have claimed and you have not received your card, you should email info@cardholdersvs.com or call the customer helpline number on 0344 800 6435 (between 9am and 5pm, Monday to Friday, excluding Bank Holidays). 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

How do I activate my card?

Just in advance of your card arriving you will be sent an email containing details on how to activate your card once it arrives. The email will contain a card activation code. To activate your card go to www.purecard.com and click 'Activate my card' and follow the on-screen prompts. You will be shown your PIN as part of the activation process.

Where can I use my card?

You may use your card online or at most places that accepts Mastercard in accordance with the cardholder terms and conditions; which can be viewed at www.racfreefueloffer2017.co.uk or by logging in to cardholder services on www.purecard.com. Remember, you need to know the balance on your card. If the amount of the value available on your RAC prepaid card is not sufficient to cover your purchase, you will need to pay the difference by other means first and then use your RAC card.

How long do I have to spend my card balance?

Your card will be valid for the period shown on the card. For full details of applicable charges please refer to the cardholder terms and conditions which can be viewed at www.racfreefueloffer2017.co.uk or by logging in to cardholder services on www.purecard.com.

How do I check the balance on my card?

You can do this online by logging in to www.purecard.com and clicking the 'Manage My Card' link or by calling 0344 800 6435. 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

My card has been lost or stolen?

You must advise us as soon as possible, if your card is lost, stolen or if you believe it has been misused by calling 0344 800 6435, or by logging in to www.purecard.com and clicking the 'Manage My Card' link. 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

I've forgotten my PIN number?

You can retrieve your PIN at any time online or by calling us on 0344 800 6435. To retrieve your PIN by phone follow the prompts. Our call centre staff does not have access to your PIN at any time.

Can I use my card to obtain cash or purchase fuel at Pay@Pump facilities?

No, your card cannot be used to obtain cash from an ATM or cashback, nor can it be used to purchase fuel via a Pay@Pump facility.

I do not have access to the Internet, can I still claim?

As stated in the offer terms and conditions, you must claim your RAC prepaid card online at wwww.racfreefueloffer2017.co.uk. You must confirm your personal details and accept the terms and conditions before you can complete your claim.

I believe the wrong amount has been loaded to my RAC prepaid card, what should I do?

If you have a query relating to the amount loaded to your card, you should email info@cardholdersvs.com or call the customer helpline number on 0344 800 6435 (between 9am and 5pm, Monday to Friday, excluding Bank Holidays). 03 numbers are charged at national call rates and included in inclusive minute plans from landlines and mobiles. Calls may be monitored and/or recorded.

Can I add additional credit to my RAC prepaid card?

No, additional credit cannot be added by your RAC prepaid card.