TheAA.com logo

Insured Fleet Cover

Please read these terms and conditions

Insured Fleet Cover

Please note these Terms and Conditions are valid for new members of the AA from 1 January 2005 and for existing members from renewal on or after 1 January 2005.

Last updated: July 2005

This booklet sets out the Terms and Conditions of your contract under which You are eligible to receive certain Breakdown Assistance Services. AA Fleet Insured cover is underwritten by The Automobile Association Limited. Relay Plus and Accident Management, if applicable to your cover, are underwritten by Automobile Association Underwriting Services Limited.

Contents

Useful contact numbers and addresses
Introduction
Compliments and Complaints Procedure
Definitions
Vehicle weight and size restrictions
Your Personal Data
UK Breakdown Assistance Services
Roadside Assistance
Home Start
Relay (Recovery)
Onward Travel
Relay Plus
Accident Management
General Terms of Contract
Service Control Policy
AA Company Details

Useful Contact Numbers and Addresses

We will be only too happy to assist you and to answer any questions that you may have. Simply dial the number for the service you require.

Breakdown Assistance :
Fleetwide and Specialist Vehicle 0800 420 420
Minibus Rescue 0800 374 457
Accident Management Service 0800 622 796

For general enquiries, to renew your membership or purchase European Breakdown Cover:
Please phone us on 0800 55 11 88
Or write to

AA Business Services
Swallowfield One
Wolverhampton Road
Oldbury B69 2AG

Fax 0121 543 7518
Email fltmemad@theaa.com
Internet www.theAA.com

These numbers apply unless otherwise stated on your card.

Hotel Booking Services 0870 505 0505
Qualified Driver Training 0800 60 70 80

Important Note: IDENTIFICATION

We would suggest that the Fleet Breakdown card you receive for each Covered Vehicle detailing the services available to that Vehicle is kept in the vehicle, as the driver will require the card to access service. If the Covered Vehicle breaks down the driver should be prepared to show the related AA Fleet Breakdown card. Please note that, irrespective of the services shown on the Fleet Breakdown card, the AA is entitled to refuse service in certain circumstances, for example, if the vehicles is not eligible for cover held, or if Service Control restrictions apply (see Section on Service Control/Entitlement).

Introduction

The Terms and Conditions set out within this booklet explain the current details of the services available to customers with Fleetwide, Specialist Vehicle and Minibus Rescue cover. These services are provided by the Automobile Association Limited ('the AA') or its subsidiaries.

AA Fleet Membership

Provides cover for the Covered Vehicle regardless of who is driving (provided the vehicle is within the specified limits).

Note It is important the driver of the Covered Vehicle contacts the AA if assistance is required – if a garage is contacted direct, you will have to settle the bill and the AA will be under no obligation to reimburse you.

AA Fleet cover is currently available in a number of packages outlined below.

AA Fleet Breakdown Cover
Cover Type Roadside Home Start Relay Relay Plus Accident Management Fleet Europe
Fleetwide 1 green tick green tick green tick green tick green tick Optional
Fleetwide 2 green tick green tick green tick   green tick Optional
Fleetwide 3 green tick green tick green tick green tick   Optional
Fleetwide 4 green tick green tick green tick     Optional
Fleetwide 5 green tick green tick       Optional
Specialist Vehicle 2 green tick green tick green tick   green tick  
Specialist Vehicle 4 green tick green tick green tick      
Specialist Vehicle 5 green tick green tick        
Specialist Vehicle 8 green tick   green tick   green tick  
Specialist Vehicle 9 green tick   green tick      
Specialist Vehicle 10 green tick          

Minibus Rescue has one level of cover only – Roadside, Home Start, Recovery and Onward Travel

Minibus Rescue is available for vehicles with a gross vehicle weigh (GVW) of up to 3500kg (3.5 tonnes) with a maximum of 17 fixed seats.

The Terms and Conditions of AA Fleet cover, as set out in this booklet, are correct at time of going to print but may change during the period of relevant AA Fleet cover.

Compliments and Complaints

If you have a compliment and or complaint, we really want to hear from you. We welcome your comments as they give us the opportunity to put things right and to improve AA service.

Please phone us on 0870 608 0277
Or write to

Customer Services Dept
AA Business Services
Swallowfield One
Wolverhampton Road
Oldbury B69 2AG

Fax 0121 543 7518
Email fltmemad@theaa.com

If you are refused service by us, either in whole or in part, you have the right to an explanation from us in writing.

It is our policy to acknowledge any complaint within five working days, advising you of who is dealing with your concerns and attempt to address them. If our investigations take longer, a full response will be given within 20 working days or an explanation of the AA's position with timescales for a full response.

If you have Relay Plus cover or Accident Management cover and wish to make a complaint in relation to this cover, you can contact the Managing Director of Automobile Association Underwriting Services Limited using the address given above. If, in regard to Relay Plus complaints only, you are still not satisfied, you can contact the Financial Ombudsman at Insurance Division Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 080 1800 or email enquiries@financial-ombudsman.org.uk

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS at www.fscs.org.uk (link opens a new window) or telephone 0207 892 7300.

Definitions

'AA Fleet Cover' means Fleetwide, Specialist Vehicle and Minibus Rescue products, all of which are vehicle-based products. They cover anyone authorised to drive the Covered Vehicle.

'Covered Vehicle' means any vehicle operated by you which has been notified to the AA as being covered under your AA Fleet Cover.

'Driver' means any persons authorised by you to drive the Covered Vehicle.

'You' and 'Yours' means the customer (eg company/organisation) or, as the context requires, the Driver requiring assistance.

'Agent' means any garage or other service provider appointed by the AA to act as its agent in the provision of certain roadside services.

'Specialist Vehicle' covers taxi cabs, hire vehicles, ambulances, DPVs (Disabled Passenger Vehicles), police vehicles, vehicles on trade plates, minibuses, motorcycle and other courier vehicles. Privately owned vehicles and vehicles in excess of 3,500kg (3.5 tonnes) GVW are not eligible for Specialist Vehicle cover.

Vehicle Weight and Size Restrictions

AA Fleet Cover is only available in relation to vehicles which:

  1. have been registered as a Covered Vehicle with the AA, to the level of cover being requested
  2. complies with the relevant restrictions set out below:

Maximum Vehicle Weight
(applies to all services) All vehicles – 3,500kg (3.5 tonnes) Gross Vehicle Weight

Maximum Vehicle Length Relay Service – 6.4m (21 ft)*

Maximum Vehicle Width Relay Service – 2.3m (7ft 6in)*

* In addition, assistance will be provided for caravan or trailers on tow at the time of the breakdown provided that the GVW of the caravan or trailer does not exceed 3,500kg (3.5 tonnes) and falls within the above limits for Relay service. A caravan or trailer with load of a length not exceeding 8m (26ft) will be recovered provided that this can be done safely under tow. The AA will seek to arrange, but will not pay for the recovery of any vehicle, caravan or trailer that exceeds any of these limits. (Please note that Relay does not cover the recovery of horses or livestock.)

Your Personal Data

Use of personal information

  1. Information you provide or we hold about you (whether or not under our contract (or contracts) with you) may be used by us (the AA group of companies, Automobile Association Personal Finance Ltd and our agents) to:
    1. identify you when you contact us;
    2. help identify accounts, services and/or products which you could have from us from time to time. We may do this by automatic means using a scoring system, which uses the information you have provided, any information we hold about you and information from third party agencies (including credit reference agencies);
    3. help administer, and contact you about improved administration of, any accounts, services and products we have provided before, or provide now or in the future;
    4. carry out marketing analysis and customer profiling (including with transactional information) and create statistical and testing information;
    5. help to prevent and detect fraud or loss; and
    6. contact you in any way (including mail, email, telephone, visit, text or multimedia messages) about products and services offered by us and selected partners. We will only contact you in this way if you have previously indicated your consent.
  2. We may allow other people and organisations to use information we hold about you for the purpose of providing services you have asked for, as part of the process of selling one or more of our businesses, or if we have been legitimately asked to provide information for legal or regulatory purposes or as part of legal proceedings or prospective legal proceedings. From time to time, these other people and organisations may be outside the European Economic Area in countries that do not have the same standards of protection for personal data as the UK.
  3. We may monitor and record communications with you (including phone conversations and emails) for quality assurance, legal, compliance and training purposes.
  4. We will check your details with fraud prevention agencies. If you provide false or inaccurate information and we suspect fraud, we will record this. We and other organisations may use and search these records to:
    1. help make decisions about credit and credit related services for you and members of your household;
    2. help make decisions on motor, household, credit, life and other insurance proposals and insurance claims for you and other members of your household;
    3. trace debtors, recover debt, prevent fraud, and to manage your accounts or insurance policies; and
    4. check your identity to prevent money laundering unless you give us other satisfactory proof of identity.
  5. Where you give us information on behalf of someone else, you confirm that you have provided them with the information set out in this document, and that they have not objected to the uses of their personal information described in it. Where you give us sensitive data about yourself or others (such as health details or details of any criminal convictions of members of your household), you agree (and confirm that the relevant subject of the information has agreed) to us processing such information in the manner set out in this document.
  6. In connection with this contract we, and other companies in our group, may carry out credit and fraud prevention checks with one or more licensed credit reference and fraud prevention agencies. We and they may keep a record of the search. Information held about you by these agencies may be linked to records relating to other people living at the same address. These records will also be taken into account in credit and fraud prevention checks. Information from your application and payment details of your account will be recorded with one or more of these agencies and may be shared with other organisations to help make credit and insurance decisions about you and members of your household and for debt collection and fraud prevention. This includes those who have moved house and who have missed payments. If you provide false or inaccurate information to us and we suspect fraud, we will record this and may share it with other people and organisations. We, and other credit and insurance organisations, may also use technology to detect and prevent fraud.

    If you need details of those credit agencies and fraud prevention agencies from which we get and with which we record information about you, please write to our Data Protection Compliance Manager at The AA, Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA.

UK Breakdown Assistance

The Breakdown Assistance services provided by the Automobile Association Limited (the 'AA') as detailed in this booklet are only available in relation to a Covered Vehicle when travelling in the United Kingdom and where the relevant breakdown occurs in the UK (excluding the Channel Islands and the Isle of Man, where separate Terms and Conditions apply) see General Terms of Contract Clause 1.

Assistance is not available in relation to events occurring prior to commencement of the relevant cover. If cover appropriate to the assistance required is only requested at the time of, or following, the relevant event, and the AA is prepared to provide such assistance, a one-off fee will be payable in addition to the relevant premium. This fee is not a premium and its payment will not, in itself, entitle You to cover.

If you are refused service by us, either in whole or in part, you have the right to an explanation from us in writing.

Roadside assistance

What is covered

  • The AA will assist Your Drivers when they are stranded on the highway at least a quarter of a mile away from their home address, following a breakdown or accident. All Covered Vehicles have access to this service. The AA will seek to effect a roadside repair if, in the reasonable opinion of the patrol, or appointed agent, this can be achieved within a reasonable time.
  • If, following a breakdown only, a patrol or appointed agent cannot fix the Covered Vehicle within a reasonable time, it will be taken to the AA's choice of appropriate local repairer or, alternatively, to a local destination of the Drivers' choice, provided it is no further. It is then Your responsibility to instruct the repairer to make any repairs required any contract for repair will be between You and the repairer, and it is Your responsibility to pay them. The AA does not guarantee that any recovery/tow to an appropriate local repairer will be within the opening hours of the repairer or that the repairer will be immediately available to undertake any required repair.

What is not covered

  • Roadside Assistance does not cover any additional transport or other cost that you may incur, whether as a result of the Covered Vehicle being recovered/towed or otherwise.
  • There is no right to any form of recovery/tow following an accident. (See General Terms of Contract, Clause 17) (including, but not limited to, a local tow).
  • Matters excluded under General Terms of Contract are also not covered.

Assistance following a breakdown or accident attended by the police or other emergency service, until the services concerned have authorised the vehicle's removal. If the police or emergency service concerned insist on immediate recovery by a third party, the cost of this must be met by you.

Home Start

What is covered

  • Home Start is an optional extra to roadside assistance only available to Covered Vehicles for which the additional fees have been paid. This service provides access to assistance when the Covered Vehicle is immobilised following a breakdown or an accident at or within a quarter of a mile of the driver's home address.
  • If, following a breakdown only, a prompt local repair is not possible, your vehicle will be taken to the AA's choice of appropriate local repairer or, alternatively, to a destination of your choice, provided it is no further. It is then your responsibility to instruct the repairer to make any repairs required. Any contract for repair will be between you and the repairer, and it is your responsibility to pay them. The AA does not guarantee that any recovery/tow to an appropriate local repairer will be within the opening hours of the repairer or that the repairer will be immediately available to undertake any required repair.

What is not covered

  • The Relay service is not available following a Home Start attendance.
  • Recovery/tow following an accident. See General Terms of Contract, Clause 17 (including but not limited to a local tow).
  • Matters excluded under General Terms of Contract are also not covered.

Relay (recovery)

Note
Relay applies to Fleetwide and Specialist Vehicles.

Recovery applies to Minibus Rescue only. Recovery provides the same service as Relay save for the following:

  1. Recovery will cover the number of passengers up to the number of fixed seats in the vehicle concerned,
  2. Recovery to the AA's choice of appropriate repairer is available after a Home Start attendance.

What is covered

  • Relay is an optional extra to Roadside Assistance available only to those who have paid the additional Relay fee at least 24 hours before the breakdown occurred.
  • Relay is available if you are stranded on the highway more than a quarter of a mile from the Driver's home address following a breakdown of the Covered Vehicle and the AA cannot arrange a local repair within a reasonable time.
  • Relay provides recovery of the covered vehicle (including a caravan or trailer which was on tow at the time, provided it is within the limits specified on page 4) the driver and up to a maximum of seven passengers (See General Terms of Contract, clause 13) to a single destination of your choice on the UK mainland or in Northern Ireland. If there are more people than the maximum allowed, the AA will seek to arrange, but will not pay for, their onward transportation.
  • Please see above for additional Recovery service benefits.

What is not covered

  • Relay of any vehicle which is at or within a quarter of a mile of the Driver's home address.
  • A second or subsequent Relay, after the Covered Vehicle has been recovered following a breakdown.
  • The recovery/tow of any vehicle that the AA considers would be dangerous or illegal for the AA to load or transport (including, but not limited to, overladen vehicles).
  • Assistance following a breakdown or accident attended by the police or other emergency service, until the services concerned have authorised the Vehicle's removal. If the police or emergency service concerned insist on immediate recovery by a third party, the cost of this must be met by you.
  • The AA can help in arranging, but will not pay for, the following: overnight accommodation, or transportation for passengers not accompanying the vehicle.
  • Ferry costs.
  • Recovery following an accident.
  • The recovery of horses or livestock.
  • Matters excluded under General Terms of Contract.
  • Any incidental expenses that may arise during a recovery. The AA cannot accept any cost for passengers who do not accompany the Covered Vehicle while it is being recovered under Relay.

Onward travel (Minibus Rescue only)

(Underwritten by Automobile Association Underwriting Services Limited which is authorised and regulated by the Financial Services Authority). Registered office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA. Registered number 1674675 England.

What is covered

Onward travel only becomes available when Recovery has been authorised in relation to the Covered Vehicle and provides the following benefits:

  • The AA will arrange the provision of a vehicle to replace the Covered Vehicle in order that the Covered Vehicle's intended journey may be completed. Where possible, such replacement vehicle shall (in the AA's judgement) be suitable for carrying the number of passengers travelling in the Covered Vehicle at the time of the breakdown or accident (up to the number of fixed seats in the Covered Vehicle concerned). The replacement vehicle will be a minibus, midi-coach or car supplied by a supplier chosen by the AA (please see below). Carriage of luggage in the replacement vehicle is at the discretion of the AA. Any luggage additional to reasonable hand luggage, eg special sports equipment, will be transported together with the Covered Vehicle under 'Recovery'. It is Your responsibility to ensure that such luggage is stored safely and securely prior to any such Recovery taking place. The transport of all such luggage shall be undertaken at the owner's risk.

The replacement vehicle will be provided in accordance with the following:

  1. A replacement minibus/midi-coach will generally be provided with a driver, in this case, the vehicle cannot be self-driven by You or anyone in Your party. Any replacement vehicle, whether a minibus, midi-coach or otherwise, which is provided together with a driver will be used to transport all persons who were travelling in the original vehicle (including accompanying hand luggage) to a single UK destination. The single destination can be chosen by the driver of the Covered Vehicle and need not be the same as the destination to which the Covered Vehicle has been recovered. The insurer will pay the cost of the supply of the replacement vehicle (including cost of driver) to the single chosen UK destination. There shall be no entitlement in regard to any additional journeys which You or anyone in Your party may wish to undertake.
  2. Replacement car – is provided in accordance with the Terms and Conditions set out under the 'Replacement Vehicle' option of Relay Plus. Should You be unable, as a result of supplier terms or otherwise, to take advantage of this benefit, the AA will endeavour to arrange for all persons travelling in the Covered Vehicle to travel to a single UK destination, as referred to in (a) above.

Relay Plus

(Underwritten by Automobile Association Underwriting Services Limited which is authorised and regulated by the Financial Services Authority). Registered office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA. Registered number 1674675 England.

Please note Relay Plus is not available to Specialist Vehicle or Minibus Rescue Members.

What is covered

  • Relay Plus is only available to Covered Vehicles which have Relay and Relay Plus entitlement and where the additional Relay Plus fees have been paid at least 24 hours before the relevant breakdown occurred. Relay Plus becomes available at the time that the need for Relay has been identified and will be offered by the AA in relation to the incident in question. Relay Plus cannot be provided retrospectively except in exceptional circumstances that may be agreed by the AA at its discretion.
  • Relay Plus is available if you are stranded on the highway more than a quarter of a mile from the Driver's home address following a breakdown of the Covered Vehicle and the AA cannot arrange a local repair within a reasonable time.
  • At the time the AA authorises Relay Plus you may choose from one of the following benefits:
    • Overnight accommodation OR
    • Replacement Vehicle OR
    • Public transport costs.

The AA will issue a voucher indicating which option has been chosen. We will not consider any subsequent requests.

Note

  • Relay Plus cover is not available following an accident or when the Covered Vehicle has been stolen.
  • You can only purchase Relay Plus as an addition to Relay cover.

Replacement vehicle

What is covered

This benefit consists of the arrangement and payment for a replacement mid-range saloon or hatchback type vehicle up to 1,600cc, plus insurance, for up to 48 hours. Hire cars are supplied by the AA's chosen suppliers. We will try, although we are not obliged, to arrange the supply of a vehicle similar to your incapacitated vehicle or one that suits your immediate needs. The supply of all vehicles is subject to availability and the supplier's terms and conditions which, among other things, will require or include:

  • Production of a full driving licence valid at the time of issue of the hire vehicle (some suppliers may require additional identification or information).
  • Restrictions on acceptability of driving licence endorsements or the absence thereof.
  • Limitations on the availability and/or engine capacity of the replacement vehicle for drivers aged under 25.
  • A cash or credit card deposit – eg for fuel.
  • Drivers to be aged at least 18 years or over and to have held a full driving licence for at least 12 months.

What is not covered

Other charges arising from your use of the hire vehicle, such as (without limitation) fuel costs, any insurance excess charges, and charges arising if you keep the vehicle for more than 48 hours. You must pay these costs direct to the vehicle supplier.

  • Where a vehicle supplied under the terms of Relay Plus cannot accommodate the required number of people, the AA will seek to arrange, but will not pay for, any further vehicle required and/or for the onward transport of any additional passengers.

Note

  • 'Suppliers' ' hire terms may change and do vary. The requirements listed above are not exhaustive and compliance with them does not guarantee availability of a hire car. Failure to comply with the vehicle supplier's terms or to return the vehicle to the supplier as agreed may result in action being taken against you. A replacement car will be provided at the time of breakdown unless delayed at the request of the member, in which case the member will be responsible for collection. In all cases you are responsible for the return of the vehicle.
  • Where a replacement van is required, the AA will try to replace it with a similar vehicle. If this is not possible, you can choose the option of a replacement car as above, or a refund of public transport costs, as specified below.
  • Replacement vehicles cannot be supplied with a tow bar, and therefore any caravan or trailer will, if eligible, be recovered under Relay with the immobilised vehicle (see vehicle restrictions).

Overnight accommodation

What is covered

  • The AA will arrange overnight accommodation on the day of the breakdown at a hotel of its choice and will transport the driver of the Covered Vehicle and up to a maximum of seven passengers to the hotel.
  • The AA will pay the hotel direct for one night's bed and breakfast for the driver and up to a maximum of seven passengers (see General Terms of Contract, clause 13). (Any passengers must have been travelling with the driver at the time of the relevant breakdown.)

What is not covered

Any additional cost incurred by you or those travelling with you, such as meals, drinks, telephone calls and newspapers. You must settle these direct with the hotel before leaving.

Public transport

What is covered

  • The AA will reimburse reasonable public transport costs, up to the prevailing current limit as advised by the AA at the time, incurred by the driver of the Covered Vehicle and up to a maximum of seven passengers (see also General Terms of Contract, clause 13) in travelling to a single UK mainland destination. Cover is only available for the passengers who where travelling with the driver at the time of the breakdown.
  • You must obtain and keep all receipts for travelling costs (if you ask at the time of purchase, railway ticket offices provide a duplicate ticket or receipt as proof of purchase)
  • Your claim for reimbursement should be made in writing to the AA. Proofs of purchase and receipts must accompany your claim. All claims must be sent to: AA, Relay Plus Claims, Agency Accounts, Fanum House, Basingstoke, Hampshire RG21 4EA.
  • Any claim for transport costs must be submitted to us within 28 days of the relevant breakdown and will be subject to the relevant current limit.

Accident Management

The Accident Management service can be purchased only in addition to Relay or Relay Plus to handle communications with insurance companies and repairers when the vehicle is involved in an accident.

If you are entitled to this service it will be shown on Your fleet breakdown card as Accident Management.

Accident Management Service is not available under Minibus Rescue.

What is covered

  • Accident Management will handle the communication with your insurance company and repairers when a Covered Vehicle has been involved in a motor accident of any type, regardless of fault, occurring at any locations within the United Kingdom.
  • Accident Management will arrange and co-ordinate the recovery and repair of the Covered Vehicle by utilising the services available to you at the time the accident occurs.
  • Accident Management is available, whether the vehicle is immobilised or remains mobile/driveable after an accident.
  • Accident Management is also available in regard to Covered Vehicles damaged by vandalism and attempted theft.
  • Accident Management will make all necessary arrangements for the repair of covered vehicles sustaining accident damage, and will monitor the performance of the repair work.
  • An uninsured Loss Recovery service is available, provided by our legal experts, an additional charge is made for this service.

General terms of Accident Management

The AA will assume that the Driver has authority to request the provision of the Accident Management service.

Where the only damage, regardless of cause, to a Covered Vehicle is windscreen damage, the Accident Management service is limited to the provision of the telephone number of a replacement windscreen supplier.

In the event that a Covered Vehicle is involved in a motor accident outside the UK, the Accident Management service shall only be available following the Covered Vehicle's return to the UK (repatriation is not included).

Any ferry charges incurred during the recovery of a vehicle within the UK will be Your own responsibility.

Accident Management service shall not be provided where a Covered Vehicle has suffered only mechanical breakdown or component failure and no accident or vandalism damage.

Neither the Driver nor Your company should initiate or arrange any vehicle repairs until they have been authorised to do so by AA Accident Management. We reserve the right to withhold the Accident Management services if any such repairs are initiated before such authorisation is given.

No Accident Management services or facilities are available in regard to any personal injuries that may result from any motor accident and Accident Management service will not, therefore, pay or arrange for any hospital treatment, physiotherapy etc, resulting from any accident.

Accident Management services are not available for use by, or for any third parties involved in, vehicle accidents (regardless of fault) with your Drivers.

Any courtesy car supplied by the repairer is at the repairer's discretion and the driver will be responsible to ensure that the courtesy car has sufficient insurance cover. AA Accident Management are not responsible for providing a replacement vehicle although this service is available to the driver as an option if they have Relay Plus.

While the Accident Management service will make all necessary arrangements for the repair of Covered Vehicles sustaining accident damage, the Accident Management service gives no guarantee or warranty in connection with the standard or quality of any such repair work performed or replacement components fitted to Covered Vehicles. Under no circumstances shall the AA be held responsible for any repair work performed or replacement components fitted by a vehicle repairer as a result of or in connection with the provision of the Accident Management service.

It is the responsibility of the Accident Management customer (or if appropriate their insurer) to pay for all vehicle repairs (both labour and parts) performed to a Covered Vehicle following a motor accident. In the event of a payment default, AA Accident Management cannot be held responsible.

While the AA's vehicle recovery services are available 24 hours a day, every day of the year, the Accident Management service will only operate during normal working hours, although messages may be left at any time.

Use by your drivers of any AA services (eg Roadside Services, Home Start, Relay, Relay Plus) is subject to the terms and conditions of each service used.

In the event that as part of the accident repair process the Accident Management service has arranged for the provision of any additional AA services (eg technical inspections, damage reports or vehicle delivery), You (or if appropriate your insurer) will be charged the current market price for those additional AA services.

General Terms of Contract

  1. The AA's vehicle breakdown assistance services, are available (subject to the terms of service and payment of the relevant fee) when a Covered Vehicle is stranded following a breakdown in the United Kingdom (excluding the Channel Islands and the Isle of man, where separate Terms and Conditions apply). AA Fleet Cover does not provide cover for non-essential repairs, see point 13 below. Nor must AA Fleet Cover be used in place of regular servicing.
  2. The AA reserves the right to refuse to provide or arrange breakdown assistance if the Driver is not present at the scene of the breakdown or accident and / or is unable to be present at the time assistance arrives.
  3. While the AA seeks to meet the service needs of Fleet customers at all times, its resources are finite and this may not always be possible. The AA shall not be liable for service failures where the AA is faced with circumstances outside its reasonable control. Events which might constitute circumstances outside the AA's reasonable control include (but are not limited to) Acts of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, acts of government or authority (including the refusal or revocation of any licence or consent), fire, subsidence, explosion, flood, snow, fog or other bad weather conditions, vehicle, equipment or systems failures, shortages of fuel or other necessary supplies, failure of telecommunications lines or systems, default of suppliers or sub-contractors, theft, malicious damage, strike, lock out or industrial action of any kind.
  4. The AA reserves the right to refuse service where it is requested to deal with the same or a similar fault or cause of breakdown to that attended to in regard to the same vehicle within the preceding 28 days. It is your responsibility to make sure that emergency repairs carried out by the AA are, where appropriate, followed as soon as possible by a permanent repair. The AA also reserves the right to refuse to attend a vehicle which is not Covered under AA Fleet Membership, or where the AA has not received at least 24 hours prior notification of the registration of the vehicle in relation to which assistance is required. Nothing in this provision shall affect any rights you may have in relation to any negligence or breach of contract or breach of any other legal duty on the part of the AA or its agents.
  5. The provision of AA Fleet Cover is subject at all times to the Service Control restrictions set out below.
  6. Service from AA patrols is subject to availability and may be supplemented by use of appropriate agents.
  7. The AA aims to provide an emergency breakdown assistance service and patrols are trained and equipped to carry out emergency road repairs. AA patrols will not carry out major vehicle servicing repairs or reassembly, for example, where they are required as a result of neglect or unsuccessful work on the vehicle other than on the part of the AA or its agent.
  8. The AA reserves the right to refuse service where, in its reasonable opinion:
    1. the Covered Vehicle concerned was, immediately before the breakdown or accident, dangerous overladen or unroadworthy
    2. the provision of services would involve any breach of the law (including, but not limited to, any breach of road traffic regulations or health and safety provisions)
    3. or there has been an unreasonable delay in reporting the breakdown.
    Where service has been refused as a result of your vehicle being deemed dangerous, overladen or unroadworthy, the AA will seek to arrange but will not pay, to have it removed to a repairer.
  9. AA Patrols are trained and equipped to carry out emergency roadside repairs and are not in a position and should not be expected to comment on the general safety or road worthiness of a vehicle after a breakdown or an emergency repair. In addition, completion of an emergency repair cannot be taken to anyway guarantee the general roadworthiness of the Covered Vehicle concerned.
  10. If the covered vehicle cannot be repaired, either by a patrol or an Agent, on the highway (or under Home Start at 'the Driver's' home address) and the vehicle has to be recovered/towed to a garage, You must meet all subsequent repair costs.
  11. It is important that you contact the AA if you require assistance – if you contact a garage direct, whether an Agent or not, you will have to settle their bill and the AA will be under no obligation to reimburse you.
  12. The AA will only accept responsibility for the actions of an Agent where the Agent is acting on the AA's instructions and is providing assistance to a Covered Vehicle.
  13. The following areas are not covered by AA Fleet Cover:
    • routine maintenance and running repairs, such as fixing faulty radios, interior light bulbs, heated rear windows;
    • any costs of spare parts, petrol, oil, keys, or other materials and garage or other labour required to repair your vehicle;
    • any cost or charges connected with the drainage or removal of fuel, lubricants or other fluids due to the introduction of an inappropriate fluid. It is Your responsibility to instruct the repairer as to the work required. Any contract for repair will be between You and the repairer;
    • if the AA considers that a locksmith, body-glass or tyre specialist is needed, it will endeavour to arrange their help on your behalf. The AA however will not pay for the services and the contract for repair will be between you and the repairer. Further, if use of a locksmith or other specialist would in the AA's opinion, mobilise the vehicle, no further service will be available for the breakdown in question;
    • vehicles not displaying the relevant road fund licence or which do not have a current MoT certificate (if applicable);
    • any additional charges resulting from your failure to carry a legal and serviceable spare wheel(s) or tyre(s). The AA will endeavour to arrange assistance from a third party on your behalf, but will not pay for the cost of the call-out or any repair;
    • having the vehicle stored or guarded in the absence of the Driver;
    • the initial recovery of a broken down vehicle when it has left the highway, is in a ditch, standing on soft ground, sand or shingle, or when it is stuck in snow or water or which has been immobilised by the removal of its wheels. We will endeavour to arrange, but not pay for, any specialised assistance needed to recover the vehicle. Once the vehicle is back on the highway, normal AA service will be provided under the service entitlement;
    • providing service to the Vehicle when it is on private property, for example garage premises. The AA will be entitled to refuse service unless You can establish to its satisfaction that permission has been given by the relevant owner or occupier;
    • any personal transport costs except those covered by Relay Plus;
    • in the provision of service and Relay (Recovery/tow) service cover to such number of persons as exceed the number of seats which are fitted in the relevant immobilised Covered Vehicle at the time of breakdown, or to anyone who was not, at such time, travelling in such Covered Vehicle;
    • any ferry or toll charges levied in relation to the vehicle which is being towed or recovered.
  14. The AA shall be entitled to assume that the driver of a Covered Vehicle has the authority to request the provision of AA service.
  15. Any failure by the AA to enforce or rely upon any of these terms on particular occasion or occasions will not prevent the AA from subsequently relying on or enforcing them.
  16. You have the right to cancel the cover within 14 days from your receipt of the cover documentation or our receipt of the payment, if later (the 'cooling-off period'). You will be entitled to a refund of the premium, less a pro rata charge for the period of cover and our administration charge. You should, if requested, promptly return any breakdown cover card provided and must not, in any event, make further use of the cancelled cover.
    If you wish to cancel after the cooling-off period has expired, and subject to any other statutory rights you may have, the AA will not be obliged to give refunds for any unexpired proportion of (we will however allow the cover to be transferred to other eligible company vehicles).
    For the avoidance of doubt, there will be no separate or additional cooling-off period(s) following, or in relation to, any change to your cover which is made or requested during currency of your cover.
  17. In the event that you require vehicle recovery/tow or Relay Plus following an accident, the AA can provide this for you at your request but will not be responsible for meeting the cost involved. If the AA does agree to provide a recovery/tow or Relay Plus in these circumstances you will be responsible for, and required to pay, the AA's charges for this service (including, but not limited to, any charges relating to any specialist equipment used).
  18. Please note that, following an accident, or otherwise, it is and remains your responsibility to ensure that you properly comply with any requirements of your motor insurance in making a claim under your motor insurance policy.
  19. If you fail to make any payment to the AA when it is due and there is no genuine dispute between you and the AA as to the amount outstanding, then without prejudice to any other right or remedy available to the AA, the AA shall be entitled to suspend any further services to you and/or terminate your membership and charge you all reasonable costs and expenses involved in collecting the overdue payment. This may involve using debt collection agencies together with interest (both before and after any judgement) on the amount unpaid at a rate of 2% above the official dealing rate of the Bank of England (the base rate) until payment in full is made (interest to be calculated on a daily basis). This provision is made in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
  20. The AA has the right, at any time, to refuse service to, or to refuse to arrange service for, any person otherwise entitled to assistance service under Fleet cover where it reasonably considers that they:
    1. or anyone accompanying any such person, is behaving or has behaved in a threatening or abusive manner to AA employees, patrols or agents, or to any third party contractor; or
    2. has falsely represented that they are entitled to services that they are not entitled to; or
    3. has assisted another person in accessing AA services to which they are not entitled; or
    4. owes the AA money with respect to any services, spare parts or other matters provided by the AA or by a third party on the AA's instruction.
  21. The AA shall have the right to cancel a Fleet Membership at any time:
    1. where the AA is or has been entitled to refuse service with respect to such membership under Clause 21; or
    2. if any such membership has been taken out by an individual in circumstance where the AA was or is entitled, under sub paragraph a) of this clause, to cancel an existing or previous memberships under which that individual was entitled to service. No refund shall be due to the holder of the Fleet memberships concerned with regard to cancellation by the AA under sub paragraph a) of this clause. In the event that the AA cancels a membership in accordance with sub-paragraph b) above, the AA shall, provided always that no service has been given in connection with the relevant membership (in which case no refund shall be due), give You a pro rata refund, based on the unexpired cover at cancellation, subject to a minimum administration charge of £30.
  22. The AA reserves the right to make changes to these Terms and Conditions, on the giving of reasonable notice, where it reasonably considers it necessary to do so in order for the services it supplies to comply with any changes in the law or regulations applicable thereto.
  23. The AA shall not, in any event, and to the extent permitted by law, have any responsibility for any increased costs or expense, for any loss of profit, business, contracts, revenue or anticipated savings or for any special, indirect or consequential losses incurred as a result of or in connection with any service provided, whether resulting from tort (including negligence or breach of statutory duty), breach of agreement or otherwise. For the avoidance of doubt, nothing in this clause or these Terms and Conditions shall exclude or restrict the AA's liability for negligence resulting in death or personal injury.
  24. The headings used in this booklet are for convenience only and shall not affect the interpretation of its contents.
  25. None of the Terms and Conditions or benefits, of, or under, the Fleet Members agreement with the AA are enforceable by any one other than You. For the avoidance of doubt, and without limitation to the generality of the foregoing, any rights under the Contract (Rights of Third Parties) Act 1999, or any replacement thereof, are hereby excluded.
  26. These Terms and Conditions, and any agreement entered into under or in connection with the same, shall be interpreted in accordance with the England and Wales laws and are subject to the exclusive jurisdiction of the English Courts.

Service Control

Important: Please read the following carefully.

This policy applies to all Fleet Customers requesting service under their Fleet Membership scheme. Service Control is designed to keep Fleet Membership affordable by making sure high use is avoided.

We have therefore placed limits on the number of call-outs that can be made in any one subscription year.

Service entitlement

Where service is requested and the vehicle has not been registered for cover, or cover has not been renewed, the driver will be offered roadside assistance on a pay-for-use basis, the cost of which will be quoted by the AA at the time. If other services are subsequently required, e.g. Relay or a replacement vehicle under Relay Plus, the relevant pay-for-use cost will be quoted and service will only be provided on the basis that full payment is made.

Please note, any payment will be refunded in its entirety, provided you can establish to our reasonable satisfaction that you were entitled to assistance at the time of the breakdown, with that level of cover.

Without prejudice to your statutory rights, no refunds will be given if the Covered Vehicle entitlement cannot be proved, or simply because the Covered Vehicle cannot be fixed at the roadside.

Making a payment will only entitle you to service for the incident in question. It will not entitle you to AA service for any future breakdowns.

When pay-for-use service has been provided by the AA for a non-registered vehicle the AA will usually contact You before sending an invoice for payment.

  1. If the non-registered vehicle has replaced one of the current registrations the charge may not be enforced.
  2. If the vehicle requiring service proves to be an additional vehicle the pay-for-use charge will be applied and an invoice sent out to the Fleet customer. In addition the customer may also wish to pay the premium to have that vehicle covered for the remainder of the year. This cover will commence 24 hours after registration of the vehicle for AA Fleet Cover.

Further contributions during a membership year

Once the call-out limit is reached in this subscription year we will be entitled to charge for subsequent call-outs on a pay-for-use basis.

The levels at which we will be entitled to attend subsequent call-outs on a pay for use basis is when the usage rate for the fleet is over 101%. Please note any invoice you receive for this PFU service will come from Automobile Association Developments Limited (AADL).

Fees at renewal

If the relevant permitted total call-outs is reached or exceeded within the subscription year, we will be entitled to ask you for an increased subscription price for the following year.

Unless high use of the service continues, the increased price will only be applicable for one year. The revised subscription will be reflected in your annual membership renewal documentation.

In order to monitor Fleet customers' use of our breakdown service the AA uses a simple calculation. For any fleet with over 5 vehicles, the equivalent of one breakdown per year, for each of the vehicles covered would represent a usage rate of 100%. A fleet with 10 vehicles, which has had 20 breakdowns within one year, would have a 200% usage rate.

The levels at which different usage related increase in the fees, or pay-for-use terms, become applicable at renewal are as set out below.

  1. 101–200% usage
    1. Fleetwide customers with fleet of 1–5 vehicles with 5 or less breakdowns will not be subject to this usage related increase.
    2. All Specialist Vehicle customers will only be liable to pay increased rates when their usage rate exceeds 200%
    3. The AA may at its discretion impose less than the full usage related increase in the first year that this usage level is experienced
  2. 201–300% usage (irrespective of the number of vehicles under cover)
  3. 301–400% usage
  4. When usage reaches 401% plus Pay-for-use terms only will be offered at renewal

Any Fleet customer who has been offered renewal on an increased level or on pay-for-use terms to reflect previous service usage, will be permitted to rejoin the AA as a new Fleet customer only at the level then applicable to their previous actual usage rate. This restriction will apply for a period of two years immediately following the date on which the original renewal of cover was due.

AA Company Details

The Automobile Association Limited is a permitted insurer under the Financial Services and Market Act 2000.

The Automobile Association Limited is incorporated with limited liability in Jersey, number 73356. Registered office: 22 Grenville Street, St Helier, Jersey, Channel Islands JE4 8PX.

Head office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA. Branch registered in England and Wales, number BR004875.

Automobile Association Developments Limited registered office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA. Registered number: 1878835 England.

Automobile Association Insurance Services Limited is authorised and regulated by the Financial Services Authority (FSA). Registered office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA. Registered in England and Wales, number: 2414212.

Automobile Association Underwriting Services Limited is authorised and regulated by the Financial Services Authority. Registered office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA. Registered number 1674675 England.

Information is available in large print, audio and Braille on request. Please call 0800 262 050 for details. Deaf, hard of hearing or speech-impaired customers who have a textphone can call 0800 32 82 810.