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Coronavirus (COVID-19) guidance

How we're responding to coronavirus

We've taken steps to make sure we're ready if you need us

Updated: 10am on Thursday 2 April


Your safety is our priority. As the coronavirus (COVID-19) situation continues, we want to keep you updated on what we're doing for your safety, the safety of other Members and our staff.

Can I still get roadside assistance from the AA?

Our patrols are still going out to breakdowns across the UK. We're giving additional advice on our website, app and to our call centre staff. Plus, our patrols are taking extra care to follow health advice and the latest guidelines at all times.

If you're broken down now and don't have symptoms, haven't come into contact with the virus and aren't self-isolating, you can tell us about the problem online or use our app to report a breakdown.

If you have cover with us through your bank, you can tell us about the problem online.

If you are an NHS worker, we're here for you. As a thank you for the tireless work and commitment everyone at the NHS, there's a free NHS breakdown service during this situation. If you've broken down, call our dedicated NHS line on 0800 072 5064.

If you have a business breakdown cover with us, you'll need to call us to report a breakdown on 0800 420 420.

What do I do if I need to renew my breakdown cover?

We currently have reduced staffing levels in some of our contact centres, so we're prioritising urgent customer requests.

If your renewal is due within the next 14 days, get in touch and stay on the line and our team will be with you as soon as possible. If your renewal is due outside of this time scale, please call back at a later date

What if I have symptoms, have been diagnosed or am self-isolating from coronavirus?

Most importantly, follow the latest NHS advice. If you have symptoms, have come into contact with the virus or have been asked to self-isolate, we'll still be able to help you in most circumstances. Just call 0800 88 77 66 and let us know right away when you report your breakdown – we'll do as much as we can to help get your vehicle back on the road. Our team will let you know what you need to tell us.

Will I still be covered by my European Breakdown Cover?

If you have European Breakdown Cover and break down in mainland Europe, our services should be available as normal – though may be affected by the local situation. Ferry companies are operating reduced services, to support essential travel, which may impact how quickly and easily your vehicle can be recovered.

You should check the Government travel advice around the situation before travelling to your chosen destination.

Am I still covered by my AA travel insurance?

If you need to make a new claim, contact your travel provider or tour operator first. They may be able to move your trip to a different date or provide you with a refund.

If your travel provider or tour operator can't resolve your booking, you can make a claim quickly using our online form.

We're constantly listening to your feedback and have been answering your questions.

What if I have questions about my AA car or home insurance?

If you need to make a claim on you car or home insurance, you can still get in touch with us, including if you have any problems making a payment. It's still a legal requirement to have car insurance if your vehicle is on the road.

We've updated our FAQs for car insurance and home insurance to answer your questions. If you have a question which isn't answered in our FAQs, you can fill out this form and we’ll reply by email.

Are driving lessons with AA Driving School or BSM still going ahead or do I need to cancel?

Unless you are a key worker, as outlined in government guidance, lessons are suspended for the foreseeable future. You’ll find more details on our dedicated advice page.

Can I get help with finance products like mortgages, loans and savings?

For our mortgage, savings, loans and other financial services products, we’re getting more calls than usual and have had to make some changes to our call centre opening times. If you have questions you can find help, as well as any further updates, on our financial services advice page.

Can I still use Member benefits with my breakdown cover?

Some of our benefits aren't available due to the current situation. This includes all restaurants, days out and some of our car care and travel offers.

What about my other AA products and services?

If you need our Fuel Assist, Key Assist or Battery Assist services, you might find it's more difficult to book a slot than usual. If you’ve been diagnosed with or come into contact with coronavirus, you'll need to call us on 0800 88 77 66We'll do our best to help you as soon as possible.

For vehicle inspections, following government guidance we won’t be able to offer inspections for at least the next 3 weeks. We’ll provide more details as soon as they are available.

For any other services from us, it's likely to be business as usual, but if you're unsure, get in touch with us.

What if I need help looking after my vehicle while it's off the road?

What to do with your car, and how to maintain it, depends on how long you’re leaving your car idle. Read guidelines on how to maintain your car when you're not driving regularly.

What if my vehicle needs a MOT?

The Government have announced that there will be a temporary period of MOT exemption during the coronavirus (COVID-19) outbreak. You’ll find all you need on our dedicated MOT page.

Can I still book a MOT or service with Smart Care?

We're continuing to take MOT and service bookings, though the choice of garages may be limited with some choosing to close.

If you have a booking and would like to either change or cancel it, log in to Smart Care or call us on 0330 018 3446.

How are you keeping your call centre staff and patrols safe?

Due to the situation, we've had to reduce our call centre opening hours. This means you could have a longer wait, but as much as possible we want to keep delivering the high standard of service you expect. We've given our teams extra support and guidance to help them deal with the unique situations that might pop up. That way, we can find the best solution for you, whatever your circumstances.

There's been more regular, deep cleaning at all of our sites, constant attention on good health practices for our patrols and limited travel within the organisation.

How is the AA supporting other key support organisations?

As the UK’s largest breakdown provider, we have a unique opportunity to support our NHS when they need it most. That's why we're offering free breakdown cover to NHS workers during the current situation. Find out more about our service.

We're also proud to have a partnership with the London Ambulance Service to keep frontline ambulance crews moving.

It includes 24-hour breakdown and incident management services such as roadside assistance, vehicle recovery and technical support for 500 ambulances and 70 fast response cars.

We've also secured a deal with our parts supplier to provide parts to London Ambulance Service at cost price. We'll continue to look for new opportunities to support key businesses across the UK during this situation.

What if I have more questions?

Our team is focusing on supporting Members in breakdown situations. We may have less staff able to help you with your account over the phone, but you can still get help online.

If you have breakdown cover with us, you can:

If you have home insurance or car insurance with us, you can log in to your account to check your cover.

For these and any of our other services, you can fill out this form and we’ll reply by email.

What happens next?

Our planning is constantly being updated in line with the latest advice from the government and the NHS as we monitor the situation. We'll continue to update this page with further information.