Simon Adams (26.06.2017 23:59)
Devalued my car so much it is no longer worth insuring with AA. Also increased my premiums to 50% more than other insurance companies are quoting for a new policy.
Malik Mohsan (14.05.2017 06:57)
Worst customer service
Sheldon Rodrigues (28.03.2017 06:55)
We cannot believe that it took nine days for AA Insurance to assess the damage to our car after our accident. On their website, they say that repairs usually begin within 24 hours, if not the same day, once at the assessment centre - this has obviously not been our experience.
Plus, the customer service has been abysmal - I've even tried to put in a formal complaint, but keep getting pushed back to the same Customer Service Center that I am trying to complain about. I even tried to call the Head Office to try to give them my formal complaint and they said they don't deal with AA Insurance issues... and tried to send my complaint to another Service Centre - what were they do about it?!
We have been customers and members with AA for a long time (both car and contents) but do not feel like valued customers at all. And no one seems to want to step up and take care of the situation - all we keep getting is a pathetic attitude where they keep blaming it on the process (wasn't the process that it's supposed to be being repaired within 24 hours?? Don't advertise these as your selling points, if you cannot actually provide this service to your customers - or at least have some kind of policy and program for your customers that you are unable to assist within a reasonable timeframe).
I even tried to put in a suggestion to the Customer Service Center Manager and she just disregarded my suggestion and said that she was happy with the timeframe that they were working with.
VERY UNHAPPY WITH THE WAY THIS CLAIM HAS BEEN HANDLED AND STILL NO RESOLUTION!
Jessica Wallman (28.03.2017 06:47)
It will have been nine days since our car accident before a decision has been made and any resolution can go ahead. This is not even close the 24 hours that is advertised on the AA website for when repairs are meant to begin.
On the day of our accident, we contacted AA at 9:30 am, since then we have nothing but hoops that have needed jumping through. AA claims to be an insurance company who has “easy, stress-free claims” as one of the reasons you should choose them, but they make it so their customers feel like they are constantly being put through hoops in order to “get back on the road faster” (we cannot believe that taking nine days to assess the damage has in any way gotten us on the road faster).
The customer service that has been provided to us has been sub-par – the communication was poor, our complaints were not taken seriously (no one will take our formal complaint and we have contact more than four levels of customer service people), and we have had trouble contacting anyone who is willing to do anything for us. We are shocked by this treatment, since we have already been through the trauma of the car accident, we were not expecting to be met with an “it is what it is” attitude, like they don’t care.
Insurance companies are supposed to have your back – that what we pay them premiums for...
We can understand that due diligence is important, but what policies are then in place for customers who find themselves in these extreme cases where there is not a clear answer? What does AA do for the its members and customers that they cannot help get a resolution for in 24 hours? Apparently nothing, because we are consistently met with an “it is what it is” attitude, instead of any constructive plan to start expediting this situation.
We have been long time members with AA, and have both our vehicle and contents insurance with AA Insurance – but we do not feel like we have been treated as valued customers.
We would be happy to change this review, if there can be some positive moment with this claim, but we would be hard pressed to feel like this situation has been dealt with well when it has taken SO LONG.
layla tranton (06.07.2016 05:38)
Thanks for your fast and helpful response to a claim we made. Highly recommended!!
