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: 5pm on Friday 6 November


Your safety is our priority, and we're still here for you. As England begins another lockdown, and restrictions still in place across the rest of the UK, we want to keep you updated on the steps we've taken for your safety, the safety of other Members and our staff.

Can I still get roadside assistance from the AA?

Our patrols are continuing to go out to breakdowns across the UK and we're 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 have a business breakdown cover with us, you'll need to call us to report a breakdown on 0800 420 420.

What are you doing to keep me safe if I break down?

We’re continuing to give as much help as we can over the phone, in our app and in the breakdown advice section of our site.

Our patrols will be social distancing when they arrive to help you, and wearing the appropriate personal protective equipment (PPE).

We’re also cleaning our fleet more often than usual, in line with industry best practice.  We have also installed new safety partitions into our recovery trucks and we’ll have hand sanitiser available.

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

We're prioritising urgent customer requests, so 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, 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.

What if my vehicle needs a MOT?

The Government has not suspended MOT's as part of the most recent lockdown and driving restrictions, so having a valid MOT is still required by law unless your vehicle is declared off-road with a Statutory Off Road Notification (SORN). You’ll find all you need on our dedicated MOT page.

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

Smart Care is available for MOTs, services and vehicle checks. Our approved garages continue to follow the latest government guidelines and most offer a contact-free vehicle pick up service from any address and the rest of the process is all managed online.

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.

What about lockdown driving rules and regulations?

For information on when you can drive, and advice on building up your confidence, take a look at our frequently asked questions on lockdown driving rules and regulations.

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.

The Government has published a list of countries you can visit without having to self-isolate when you come back to the UK, from 10 July. You'll need to fill out a passenger locator form before you get back to get through UK Customs. You should also check general travel advice before travelling.

What if I'm struggling to pay my monthly breakdown payment?

We're aware of the impact of the coronavirus situation on some people's jobs and income.

If you have concerns about paying for your breakdown cover, get in touch as soon as possible on 0343 316 4444, and we can discuss the right option for you.

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.

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

National and regional driving restrictions have an impact on our lessons. To see the advice most relevant to your local area visit 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 Smart Benefits with my breakdown cover?

Some of our benefits might not be available during national and regional restrictions, such as a lockdown. Most offers in the days out, car care and travel categories will still be available. Go to Smart Benefits for full details.

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?

Whether you're driving less during lockdown, or starting to use your car again instead of public transport, it's important to look after your car whilst you're at home. Take a look at our top 3 tips for car maintenance and other things you can do to look after your car whether you're driving regularly or not.

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

We’re seeing increased demand on our services as drivers start to get back on the roads. This could mean 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.

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.

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.