AA Insurance Reviews 

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

Being the victim of a hit and run accident, where the driver at fault failed to stop, aa insurance were completely unhelpful, and unwilling to do anything

After 20 years of no claims our elderly dog had an accident, he went from our daughters room to the hall and stairs and down to the lounge, as others have said we’ve been made to feel like we are doing something wrong claiming, after having to send in three lots of phots and a letter I have just been called to say we have to pay 3 excesses which really makes a mockery of their 1 event 1 excess advertising, they are trying to say it’s 3 events, will be seeking advice and making a CC complaint regarding their advertising

I constantly have technical issues with AA online. Either I am not able to choose a particular option or I go through a whole process and get a 'sorry there was a technical error' at the end and I have to start all over again. I have been getting these issues for months as well and they don't seem to be fixing these issues because I get them time and time again.

Rubbish, gradual claim treatment was the worst, I'm out of pocket $17K, thanks for nothing AA

I am incredibly disappointed with the AA. After 20 years of business with them I currently have a minor windscreen claim that they are treating like some major, world changing issue. When I complained to the department manager she simply blanked my complaint. I have spent around 40-50k with the AA in those 20 years. So much for loyalty. Shame on the AA.

We had a total loss last year and we had money in the bank 49hrs after the crash, super quick and easy.

We had an at fault claim oct 2024, the trailer we hired vs a car bumper and the claims team were great again. Sorted the other guys car promptly.

One star is even generous.
While I’m relieved the matter of my insurance claim over my water damaged car has finally been resolved in my favour, I can’t ignore how unnecessarily stressful and drawn-out the process was. From the very start, I provided honest and accurate information, yet I was treated as though I had something to hide. I understand it is their job to investigate claims thoroughly, but the way it was handled was completely unreasonable. I knew the truth would come out—and it did—but it should never have taken as long as it did, or caused that much unnecessary stress.

In the eight years I have been a member, I have paid more in premiums and memberships than the claim was even worth, yet I was met with suspicion rather than the loyalty and support one should expect from a company they trust. The experience has severely impaired my confidence AAI’s processes, and I hope it serves as a reminder for them to treat future customers with fairness and respect without the presumption of wrongdoing.

As a result, I will not be continuing my loyalty with their company. I will be cancelling every policy and membership I hold and taking my business elsewhere. After this experience, I now understand exactly how much my loyalty was worth to them—and it’s far less than the value of my peace of mind.

15+ Years of Loyalty

15+ Years of Loyalty – Treated Like a Fraud Over Missing Metadata After over 15 years as a loyal AA Insurance customer, I’m shocked and deeply disappointed by how I’ve been treated. My parked vehicle was damaged in Auckland CBD on 28 June 2025 while I was attending a health appointment. Despite submitting photos of the damage and clearly explaining the situation, my claim was denied because the metadata (time/location info) was missing — even after I explained the photos were taken on a spare phone without mobile data or Wi-Fi. I was treated with suspicion instead of support, spoken to as if I was trying to deceive them, and had both my vehicle and contents policies cancelled without request or refund. The most concerning part? Their team dismissed not only the visual evidence but my timeline, phone screenshots, and multiple supporting messages. I’ve now lodged a complaint with the IFSO. But this experience has left me uninsured, unable to replace critical business gear, and out of pocket — all due to a technicality. If your evidence doesn’t come from the “right” device or have the “right” metadata, you may not be covered — even if your claim is genuine. AA Insurance needs to do better — for all Kiwis who expect fairness, not just flawless tech compliance.

Been an AA car insurance customer for a few years now. Made 2 claims and both processed fairly hassle-free. Seem to be reasonable price. Check with other insurers when renewal comes up each time and hey still seem good value. Just renewed again. Thanks.