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Finance advice during coronavirus (COVID-19)

Guidance for our finance customers

Published 20 March 2020. Updated 3 April 2020.


The AA is committed to supporting its customers through the coronavirus (COVID-19) pandemic, and we're here ready to help you.

The safety and welfare of our colleagues and customers is our priority at all times. We've provided guidance in line with the World Health Organization and Public Health England for all our colleagues. And we're working closely with financial institutions to best manage the provision of banking services if the situation escalates.

Payment breaks

Many of you are worried and have questions about your arrangements in the face of financial difficulties. However, you can be assured we've already put the following arrangements in place:

  • Mortgage payment break of up to 3 months – we'll provide this option for customers who have owner occupier or buy to let mortgages. Call us on 0800 169 6010 to arrange a break.

  • Personal loan payment breaks of up to 3 months – if your financial circumstances have changed, you can apply for a break using this simple form. We can then find the right solution for you. As your loan is provided by Bank of Ireland (UK) plc you'll be redirected to their website. While we deal with your application, please don't cancel your direct debit payment.

These offered payment breaks will not affect customers' credit files held by credit reference agencies.

Contacting us

You can use our online services to access and manage your accounts. If you do need further assistance, here's how to contact us:

Our call centre times are below. Please bear with us, our phone lines are very busy while the coronavirus crisis continues.

We want to prioritise those with immediate financial concerns. If you're planning to call us, please consider the critical nature of your enquiry to help us prioritise those who need us most.

Fraud and coronavirus

Fraudsters are exploiting the spread of coronavirus (COVID-19). To protect yourself from fraud and cybercrime, please be vigilant with phishing emails or emails with attachments that may contain malware. We want you to stay safe.

Call centre times
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday

Mortgages

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

Closed

Loans

9am to 7pm

9am to 7pm

9am to 7pm

9am to 7pm

9am to 7pm

9am to 2pm

Savings deposits

9am to 7pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 2pm

ISAs

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

9am to 5pm

Closed

Credit cards

9am to 7pm

9am to 7pm

9am to 7pm

9am to 7pm

9am to 7pm

9am to 2pm

FAQs about our loans

Do you offer loan payment breaks?

Many of our customers are worried about their accounts during the coronavirus situation.

Accordingly, you can request a payment break for up to 3 months on your loan contract by following the link below.

As your loan is provided by Bank of Ireland (UK) plc you'll be redirected to their website, where there's a simple form to enter your request.

If you want to discuss your loan first, you can call us on 0345 266 0124.



What happens if I take a payment break?

If a payment break is applied to your loan:

  • Your loan payments will be paused for 3 months.
  • After the 3 month period, we'll contact you to reassess your circumstances.
  • Your monthly repayment will remain the same after the payment break.
  • As your loan has been paused for 3 months, your final loan term will be extended by 3 months.


Will applying for the payment break affect my credit score?

No. There won't be any impact on your credit score.



What happens after I apply for a payment break?

We aim to confirm the payment break by email within 5 to 7 working days from when you submitted your application. The email will also confirm when your payments will start again.

Where we can, we'll start the payment break from your next payment. However, if your payment is due in the next few days, the payment break may start the following month.

Please do not cancel your direct debit payment with your bank, as this could have a negative impact on your credit score.



What if I'm not eligible for a payment break but still impacted by coronavirus?

Even if you're not eligible for a payment break, we'll still offer you support at this time. Normal arrears relief measures will apply for the period of distress.

Our call centre team can explain your options.



When is your call centre open?

Due to staffing restrictions arising from the coronavirus, we have had to adjust our opening hours. The times are shown above. We apologise for any inconvenience.


FAQs about our savings and ISA accounts

Can I break my fixed term ISA and withdraw my money early?

If you have a 1 or 2 year fixed rate ISA, we can help if you're facing difficult circumstances.

Supporting you is our priority, so do call us on 0333 220 5069.



Are my savings with the AA safe?

Savings products with the AA are provided by Bank of Ireland (UK) plc.

Your eligible deposits with Bank of Ireland (UK) plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme.

The total limit is applied to the all deposits you have with the following:

  • Bank of Ireland (UK) plc
  • Post Office Money
  • Savings accounts under the AA brand provided by Bank of Ireland (UK) plc

Any deposits you hold above the total limit between these brands are unlikely to be covered.

If you've any more questions about your savings, call us on 0345 266 0001.



When is your call centre open?

Due to staffing restrictions arising from the coronavirus, we have had to adjust our opening hours. The times are shown above. We apologise for any inconvenience.


FAQs about our credit card

Do you offer payment breaks?

No, we don't offer payment breaks for our credit card. But if you need help call us on 0345 600 5606 and we can discuss your circumstances.



Due to the coronavirus crisis I can't make my monthly repayment

If you're concerned about your ability to repay your credit card, call us on 0345 600 5606 and we can discuss your circumstances.

For more help, the following organisations offer independent financial advice:



How can I claim for something I've paid for with my credit card?

If a transaction has been affected by the coronavirus crisis, such as the cancellation of an event paid for by your credit card, and you want to make a claim, write to us at:

Chargeback Unit, AA Credit Cards, PO BOX 2138, Belfast BT1 9RX

You'll need to include the following information:

  • 16 digit card number
  • cardholder's name
  • cardholder's address
  • your phone number
  • copies of all documents regarding the purchase
  • the name of the payee shown on your credit card or bank statement, for example easyJet, Ticketmaster
  • date of purchase – DD/MM/YYYY
  • payment amount shown on your card or bank statement


When is your call centre open?

Due to staffing restrictions arising from the coronavirus, we've had to adjust our opening hours. The times are shown above. We apologise for any inconvenience.

Meanwhile, you can log into or register your account online, or download our Credit Card app from the Google Play or Apple App stores.