AA Insurance Reviews 154

Do not insure with this company. While I have had no claim declined (only made one small one in 7 years) they are outrageously expensive. You can get comparable cover with reputable companies for 55-60% of the cost that AA charges.

Absolutely useless !! Complete waste of time , sent renewed policy which I was going to continue, but had no PRN ( payment reference number ) went to the AA centre , totally not interested , told me to telephone , waited ages on the phone , spoke to a representative, asked for a PRN for this policy so I could pay , could or wouldn’t give me the number to make payment , cancelled the policy and insured it with AMI , same price , better cover . What is it with so many large NZ firms now ??? Totally useless , no customer service , all they want is you money . Il certainly NEVER use AA again and only recommend them to people I don’t like !

I live rural and work in town 49km away i needed my car towed and although I have aa breakdown and insurances they wanted to charge me $600, I could get a tow truck tow for $450.00 just by ringing them myself!! And the staff just antagonnised me by his condescending attitude. Rude people, highly recommend you to search other providers.

Excellent customer service from Cindy At AA Westgate. Explained thoroughly and gave options in regards to car insurance. Also advised on current license status had a great experience overall, Cindy was very friendly, honest and helpful. Gave an affordable quote on car insurance which included full cover on insurance. Thanks Cindy

Absolutely disgraceful service. Our car was broken into and several accessories were stolen — items that are clearly covered under their own policy. Instead of support during a stressful situation, we were met with rudeness, delays, and sheer incompetence over the phone. After years as a loyal customer, this is unacceptable. We’ll be leaving AA immediately for an insurer that actually values and supports its long-standing customers.

Don't join them so many other insurance companies that offer a lot more honest and genuine benefits

I am disgusted that AA insurance is now cherry picking who it will or won't insure based on Geographical area. There quotes are overpriced and I have slowly moved my different policies elsewhere, just the contents policy to go.
I just got off the phone from AA membership cancelling my membership after many years. My membership ran until June this Year, I asked about a refund on the rest of the policy, "sorry sir we don't give refunds". I think to be clearer with customers they should add "LR" after the AA, standing for Legalised Robbery. Glad to hear people leaving the AA in droves.

I was looked after by the best customer support at AA. If you ever want to have a person who is patient has empathy and remembers details that you told him 3 days previous ask for William!!
This man should receive an award in customer services!
Thank you for providing clear instructions and following through when you said you will phone me back.
Made my day!

Paying comprehensive, one day you can log in, next day you can't. Another day you log in, your policy is not shown, and cannot be retrieved, meaning I cannot edit the policy information. Yet, every fortnight you are charged. Had a call, was told they would escalate the log in issue to their tech team in Australia and would get back to me. Its been 4 months. I am done with AAI

Fed up with AA Car Insurance, deserve no stars. Thinking about cancelling my car insurance

I made a claim. The accident wasn’t my fault. It was the 3rd Party. They ran into my car door

Liz didn’t explain the decision to me properly. When I asked to speak to someone else. She refused. She said they will say the same thing she will say. She hung up on me. I had to call in again. I got Mark

I had a Stroke 3 years ago. I have a speech impairment. My right side is weak. I have diffuculty walking and can’t walk long distances

My car was parked in a parking spot, stationary, outside my girls school waiting for them to finish school. The 3rd Party drove up side by side to my car, not even in a parking spot, but on the road. Then reversed a little bit. Still obstructing the back right passenger door, still on the road

I spoke to her out of the window. They couldn’t hear nor understand me. So I had to open my car door to speak to them

She got angry with me. I saw she was going to hit my car door. I said don’t hit my car door. It’s open. She ignored. She hit my car door. I tried quickly to close the door with my right, but I was too slow, because it’s my weak side

I paid the excess $500. Because when I rang to make the claim. I was told to just pay the claim, then AA will sort it out, refund me. I didnt want to pay and I stressed, it wasn’t my fault

Liz told me, Road User Rules, I opened my door. So I’m at fault. I was trying to explain the situation of why I had to open the car door, but she didn’t listen. How is it fair? I had to open the door to talk to the 3rd Party, I have a speech impairment.

I don’t know. I can provide my medical report as evidence. My car is modified, stated on the policy. Police came to my house and took photos of the car damaged

I was told by AA to complete an additional form, I did. Gave my Police Report, photos, the 3rd Party Police Report. I’ve been mucked around by AA Car Insurance and I’ve had enough

My claim decision was escalated

Liz, you are terrible at dealing with customers and explaining. You need more upskilling and training

The information you told me, so inconsistent with the agent I spoke to today about my claim. Who is in the Claims Department

Claims Department is so wrong and unfair. Bias. Discriminatory as well. No thinking outside the box here. Just read a script by the agent. Which is all jargon

I can understand why the rating here is bad

In a world where companies keep hiking their prices up despite nobody’s wages increasing, AA are one of the very few that actually acknowledges their customers loyalty. On multiple occasions they have surprised me by offering good deals, freezing insurance for personal reasons and generally being a company I have grown to respect.

Today I booked in a service call for 10am after my last experience with AA I thought booking it in would be best. It got to 10am and no sign of them and no communication. Rang AA and they said car in Birkenhead still working on another job 20 minutes away. I had received no text stating they would be late one finally came at 10.12. This follows from my last experience where I was waiting alone at night for call out and after an hour still no text or information. They put countless emergencies in front of me and it ended up myself, a 53 year old woman, sitting for three hours in the dark before they arrived.

The website becomes so hard to use!! The new Duck Creek backend system the company claimed to be a superhero platform proves to fail!! It is becoming a rubbish insurance service provider.

After years of insurance with AA insurance, I have, like other customers, experience the decline in service and standards at AA insurance.
Apparently it takes AA insurance up to 10, yes 10, working days to process the payment of an insurance policy, in an age of digital transactions. AA insurance needs come into the 21 century. There is some really good payment processing software out there.
Another beauty is that my 15 year old car has suddenly increased in value by >$2000 since last year according to AA insurance. Try that in the real world.
In high school I was taught that vehicles were depreciating goods.
I like AA insurance because over the years they have provided great value for money.
These incidents erode trust as my perception is that AA insurance is just making things up.
In the terms and conditions AA demands that the customer is truthful. How about AA insurance being truthful?

Customer service in this place has really gone down hill in my opinion.

I received a message in the mail notifying my insurance autopayment declined.
Now I have provided AA insurance with two phone numbers, I have an answer phone and an email.
So rather than use a modern method they send me a letter in the mail.

This message which is already several days old and telling me my insurance would be void without payment was a couple of days from voiding my insurance when received, so I have to conclude someone or their system was in no hurry to secure my insurance.

Contacted another company and secured new insurance given years of driving and few claims in my driving history (cheaper as well).

Thinking this was the end of the matter I topped up
my autopayments account.

AA decided to take payment despite informing me the insurance policy would be cancelled by this point.

Abysmal lack of communication, lack of effort to reach out.

Not only have they lost my vehicle insurance contract I'll not be considering them next time I need to renew contents insurance either.

Can not recommend this company in good faith at present.

Unnecessarily stressful and drawn-out claims process, poor customer support, can't seem to talk to anyone that can make decisions or has any expertise, just get parroted off the same script over and over every time I called. Car was damaged 350km from home, not drivable, AA left the car in the small town were it was damage for over two weeks, I ended up organizing towing only to get a call a few days later from AA to tell me the good news that towing was arranged!!!! umm hello! I organized it! AA don't seem to have the EXPERTISE or ABILITY to organize anything! if you want your claim to go anywhere expect to do all the work. I've had the unfortunate experience of having two claims with AA in the last 3 years and have been with AA more than 20 years. Both claims have been really hard work with poor customer service, you can expect to be treated like a criminal during the process. The earlier claim AA insisted on paying me out for parts that were not available from the dealer or 2nd hand in NZ (again car not drivable and sitting at the panel beater yard) I had to battle with them and refuse to accept the payout multiple times, the eventual cost to repair the car was 4 times what they initially tried to pay me out, only just less than the car was insured for. The first claim I was without the car for 3 months, bit of a problem when you live 40km our of town. This time around I didn't wait for AA to get their act together and brought a new car straight away (not insured with AA!). The accident happened at the end of September and have just picked up the car yesterday, just over 7 weeks, 3 weeks was due to AA Mucking around. It seems to me AA insurance are Lacking Expertise and basic Customer care, during the process I've had Multiple Mechanics refuse to do claims work for AA, they would work for me but not AA. I really have nothing good to say about AA Insurance. They Claim they are trusted and award winning is just a joke in my experience.

Staff were INCREDIBLY rude over the phone. My son has comprehensive insurance but they told him he could only use one type per claim. So with an undrivable car with panel damage he had to choose to get windows fixed and wasn't allowed to get the rental he pays premiums for or any repairs to the car. We were told AA was great for younger drivers, it is absolutely not, don't let your young driver be scammed by this outfit.

Had to make a claim after my car was hit in carpark.
No witnesses so had to pay excess at my end.
Sent photos and a map where it happened and was told to take to panel beater for a quote.
After a couple of days was told car was deemed a total loss and they arranged a tow truck to pickup my vehicle (within a couple of hours after phone call)to be disposed of.
Payment of agreed value minus excess paid within 24 hours.
Found it straight forward and stress free as I had seen some of other peoples reviews on here so was a little anxious it would be a debacle.

I have been a member of AA Breakdown for 15 years. The service I have had has been nothing but excellent. I am at the stage of thinking about Life Insurance but after reading so many bad reviews I am really disappointed and shocked. How can one side be so great and the other awful?

AA insurance is totally rubbish insurance