AA Car Insurance Advice and a Warning

Discoghost

I'm looking for advice on what to do next about the AA and hopefully warn anyone else thinking of taking out an insurance policy with the AA. A bit of background.

June 2014 a huge juggernaut decided to try and come down the narrow country lane where I live my car was parked and at the time I was in my bathroom getting ready for work this huge lorry decided to squeeze between my house and my car it unsurprisingly took out the side of my car. I reported it to the police and it was witnessed by my wife and my neighbours who took photos I had a part registration number and a photo of the company logo on the lorry. When I spoke to the AA they said that I would be assessed by Claimfast who apparently work for the AA. When I passed all the details to Claimfast including the photos I had to keep chasing them and I had to submit the photos again because after nearly 48 hours after the accident they still hadn't bothered tracing the driver or the company. They then informed me that the driver from the accident couldn't be traced as such I would have pay the excess and I wouldn't have a courtesy car. I decided to take to the internet and trace the company myself I found them after just two hours of searching. When I contacted the company they admitted liability and offered to completely repair my car which they did and to a high standard. After complaining to the AA about how rubbish and unsupportive they had been they admitted they were at fault apologised but refused to let me out of my contract. Fast forward to December 2014....

I rung up the AA to give them notice that I do not want my contract renewed I was informed that my no claims bonus had gone and I was found at fault for the accident! Considering I was never notified of this. When I complained to the chief executives office at the AA they told me that I was found at fault despite them never sending out an investigator or a photographer, despite the fact I was standing in my bathroom and my car was parked and the other company has admitted liability. As a result my insurance premiums are going to go through the roof..

If the AA are continuing to find me a fault and act in a fraudlent manner who can I turn to next so they can investigate this?

DCFC79

The ombudsman is your next step, will have to google who it is or the website.

dacouch

DCFC79 wrote: »

The ombudsman is your next step, will have to google who it is or the website.

All the OP needs to do is contact the AA's claim department, send them over proof he/she had the car repaired at the other drivers expense and ask them to settle their file as a non fault claim.

Then ring the customer service/underwriting department at AA and ask them to check the claims file and send out the amended (Correct) no claims bonus proof.

Much quicker than the Ombudsman who work at a slower pace than continental drift.

If the OP is polite to the first person they speak to it may only need one phone call

DCFC79

dacouch wrote: »

All the OP needs to do is contact the AA's claim department, send them over proof he/she had the car repaired at the other drivers expense and ask them to settle their file as a non fault claim.

Then ring the customer service/underwriting department at AA and ask them to check the claims file and send out the amended (Correct) no claims bonus proof.

Much quicker than the Ombudsman who work at a slower pace than continental drift.

If the OP is polite to the first person they speak to it may only need one phone call

Agreed, I read he had complained to the AA and the ombudsman was next.

dacouch

DCFC79 wrote: »

Agreed, I read he had complained to the AA and the ombudsman was next.

The OP is probably approaching this in the wrong manner, I'm guessing the AA have got his goat up and he's giving it up to the call centre staff, as a result no one's taken ownership of the case and sorted it out.

Until the claim's department have proof the claim was settled in his favour they will be expecting a claim from the other party and won't settle their file.

Until the claims department have settled their file then the customer service/underwriting dept can't amend their files to show the unaffected no claims bonus.

He just needs to go through the process and ideally bite his tongue as losing your temper with staff does not generally help

Discoghost

dacouch wrote: »

He just needs to go through the process and ideally bite his tongue as losing your temper with staff does not generally help

I will bite my tongue although I haven't lost my temper yet. I have an email from one of their managers admitting that they left me without a car and they didn't chase the company that owns the lorry. Its amazing how I've complained to the chief executives office and not one of their 'Special Investigators' could provide this simple answer instead I had emails telling me I was at fault and there's not much else the AA could do about it.

I've now sent the itinerary of repairs which has been provided by the company that owned the lorry to the underwriters and the chief executives office.

Thanks for all your advice :beer: