Citroen Assistance - really?

[Richard_C]

Every few years its time for a change. Since leaving company cars behind (those were the days) I normally buy something 6-12 months old and keep it. Being 73, no longer wanting to tinker with cars, and seeing some stonking good deals on C4s I actually bought a new one - 25 plate C4 Max Hybrid to replace the '65 C4 Picasso which I had owned for well over 8 years. Really happy with it so far.

Now to the point.

You get 12 months Citroen Assistance, roadside and recovery, bundled in. Provided by the RAC. Being conscientious I read the T&C. The most likely event that I would need help with would be a puncture - certainly if my wife was driving as she wouldn't have the strenght to change a wheel even if there was a spare. The Citroen blurb said "it even covers punctures". The RAC wording said something rather different so I emailed RAC and used the Citroen webform to politely ask about it:

I am covered by the 12 month Citroen Assistance arrangement.

The question is simple. Suppose I were to have a puncture, rendering the vehicle undriveable, and be unable to deal with it myself, would roadside assistance be provided?

In your T&C document, in the section called "Making sense of your policy", it defines breakdown and includes flat tyres in that definition.

It excludes driver-induced faults. The definition of driver-induced faults, further down the same page, includes tyre punctures.

So one paragraph says it is covered, one - on the same page of the same document - says it is excluded.

It has to be one or the other, which is it?

Regards

Richard Cowling

Citroen eventially replied that assistance with punctures was covered but the cost of a new tyre wasn't - fair enough, exactly what I would expect.

The RAC replied differently, saying that if it was an unexpected puncture it was covered, if it was the drivers fault it wasn't. I responded asking them to imagine being stuck at the roadside in the dark, how would they know the cause etc.

Their final reply was worth sharing:

Thank you for your email.

To clarify, each case would be judged on individual merits, which could include what the customer tells us happened. For example, 'I swerved to avoid a hedgehog and hit the kerb' would be driver error. 'I was driving along the motorway and suddenly I heard a noise and established my tyre was flat', would be an unexpected incident and therefore covered.

Furthermore, you may be surprised what a patrol can tell from the whereabouts and types markings left on a tyre or wheel, in the same way the council might consider a claim against them for alleged damage caused by poor road conditions.

I hope this information is useful and wish you continued safe and trouble-free motoring.

Kind regards,

I was tempted to reply asking what happens if I choose not to swerve to avoid the hedgehog so I don't hit the kerb and the tyre is punctured by a hedgehog spine ... but I didn't because its all pointless.

The cynic in me (RAC being owned by a cash hungry Privae Equity investment company, Jersey based CVC) thinks that they may well turn out to assist then try to charge me for it. The serious point though is what use is Roadside Assistance if it doesn't cover simple incidents. I had cover with another outfit so simply kept that going, OK its wasting the "free" Citroen one but so it goes.

If anyone does have RAC cover, whether with a new car or cover you have bought yourself, go read those T&C. It's dark, its cold, its raining, its 2.00 am and you are standing beside a busy A road negotiating with an RAC call centre about why your tyre is flat - really?

[CitroJim]

That's just about left me speechless...

[mickthemaverick]

That's just about left me speechless...

And I've just seen a pig flying over!!

[CitroJim]

That's just about left me speechless...

And I've just seen a pig flying over!!

[PaulC5]

A puncture caused in an accident would be an insurance claim if there is a lot of damage but recovery in this case may be charged for and refunded from the insurance. Our C4 was in a crash 2011 which made it unusable since the brake fluid was lost amongst other damage. Mrs P called the RAC who recovered the car to somewhere and charged £80 despite RAC full cover. This was refunded to her by Direct Line.

A few weeks ago our daughter bumped her Cactus and a steering tie rod broke so it was not useable. As far as I know, Direct Line were closed so could not help but she has Green Flag full cover who recovered the car to somewhere and she did not have to pay. This might be with Green Flag being part of Direct Line or just their cover is better than RAC as well as being a lot cheaper.

[bobins]

Funny you should mention the RAC in connection with punctures.....

I arrived at work this morning to find a car parked in the lane with its hazards on. I checked for the driver and found they'd got a puncture but all was OK as they'd phoned the RAC at 06.30 to send someone out to change the tyre. At 09.00 they were still there, but the RAC bod was imminent. Sure enough, soon there was much hammering and an RAC bod in attendance. At 10.00 I checked for progress - the wheel bolt security key couldn't be found and the RAC bod couldn't get the wheel off, but he'd arrange a flat bed to get them recovered. Midday and the car was still there.... but the flatbed was imminent - and the security key had now been found and the RAC had been informed. 2.00pm and the car was still there but the driver's other half was on their way as the wait was getting a bit silly by now. Phonecalls with the RAC call centre were exchanged - every time they tried to load the breakdown on the computer it was rejected..... but a supervisor had been requested so it should get sorted. An independent recovery garage was obviously hurriedly sent for as by 3.00pm he'd turned up and was eyeing up the job..... which was to load the car and take it 4 minutes down the road to a tyre place for a new tyre as the old one was torn.

A wait from 6.30am until 3.00pm just for a poxy tyre
You'd struggle to come up with a reasonable explanation for such delays.

I do wonder if the RAC's business model has shifted in recent years towards selling corporate packages ('free' breakdown cover when you purchase xyz) that turn out to be 'sub-optimal', and 'upselling' products or solutions when the motorist needs them most, and away from good old fashioned reliable service.

Presumably the AA are similarly afflicted ?