RAC policy cover changed while active.
My mum, 62F, is now distraught and finds herself in a massive pickle because the RAC apparently changed what they cover on her policy from under her.
She was paying for breakdown cover and as far as she was aware, they covered parts and labor as well as seven days of courtesy car use.
She called on them before a few years ago on Christmas Eve, and the policy did what she thought it would. Gave her a courtesy car and covered the expense of parts and labor to get the car going again. It was a failure in the gearbox so quite an expensive fix but they got it sorted.
Well, two days ago, her exhaust fell off and she called the RAC and they took it to a garage. She got a courtesy car and the garage is finding it's going to take longer to get the part than expected.
After this delay, however, RAC landed a massive bombshell on my mum when she was discussing how long she could have the courtesy car. It's now only three days of use for the car and they no longer cover parts and labor...
She's been paying for this policy for over 11 years and now she's found herself financially stranded needing to find 300 odd to cover the cost of the exhaust and also has no vehicle to use to go on holiday this Sunday.
I know there's normally terms that state that they can tweak policies over time. But this seems like an extremely substantial change to what the policy covers and the nature and purpose of the policy.
Have any of you ever heard of something like this happening and whether this is even allowed?