The Royal Automobile Club (RAC), a 127-year-old motor insurer, has recently implemented a policy encouraging customers to report breakdowns online rather than via phone. This shift has sparked concerns about accessibility, particularly for older or less tech-savvy members.
An 85-year-old RAC member, Duncan Rayner, shared his challenging experience with this new approach. When a wheel fell off his car on a busy B road, Rayner attempted to call for assistance but was repeatedly directed to use the online reporting system. Unable to do so from his location, he walked home to report the breakdown using his computer.
"If you're sitting in a car with traffic going past at 90 miles an hour on a motorway … that's not the sort of response you want."
Rayner's ordeal highlights the potential risks of relying solely on digital platforms for emergency services. After waiting for a response and receiving none, he ultimately paid a friend with a tow truck £100 to retrieve his vehicle.
This incident has raised concerns among charities and campaign groups. Caroline Abrahams, charity director at Age UK, emphasized that nearly half of individuals over 65 either lack internet access or the skills to use digital technology effectively. She called for non-digital alternatives to remain available for essential services like vehicle breakdown support.
Dennis Reed, campaign director of Silver Voices, a senior citizens' advocacy group, criticized the policy as potentially discriminatory against older customers. He stressed the importance of maintaining efficient alternative communication methods, especially for vulnerable individuals in isolated situations.
The RAC has since apologized for Rayner's experience, clarifying that phone reporting remains an option. A spokesperson stated that over half of all breakdowns are still reported by phone, and the company maintains fully staffed call centers in three UK locations.
This incident occurs as the RAC continues to evolve its services. Founded in 1897, the organization has grown to serve over 8 million members, offering roadside assistance, insurance, and other motoring services. The RAC has played a significant role in promoting motoring in Britain and has been advocating for road safety improvements since its inception.
In recent years, the RAC has been adapting to changing technologies and environmental concerns. The organization has been involved in developing electric vehicle charging infrastructure and provides a route planner service for its members. It also conducts regular surveys on motoring issues and fuel prices, contributing to public discourse on transportation policies.
Interestingly, earlier this month, the RAC proposed a new pay-per-mile road tax system to the Chancellor. This suggestion aims to address the declining Treasury income from fuel duty as more drivers switch to electric vehicles. The proposed system would be emissions-based, with electric vehicle drivers paying the least and high-emission vehicles paying more.
As the RAC continues to modernize its services, the recent incident serves as a reminder of the importance of maintaining accessible options for all members of society, regardless of their technological capabilities.