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Your car insurance

Policy changes, documents, claims and FAQs

We're here to help you

  • Got a question?

    If you're not sure about something or have a question about your policy, check our FAQs below.

  • You can chat now

    Our web-chat team are happy to help when the call centre is open – look for their pop-up below.

    It will help us if you have your policy reference to hand.

  • Or you can call us

    To discuss your car insurance, change your car or add a driver, call us on 0370 533 2211.

    You can find our call centre times below.

Your frequently asked questions

Where can I find my policy documents?

When you bought your insurance, you could choose to receive your documents either by email or post. If you chose post, they should arrive within 5 working days.

If neither has arrived yet, check your email junk folder or give us a call on 0370 533 2211.

The email contained a link to set up your account, where you can find your insurance documents. They should be available 24 hours after purchase. After you set up the account, you can log in and view your documents anytime.

Documents sent by post are not available online.

If you need a replacement set of documents, contact us via webchat or call us on 0370 533 2211.

My monthly payments

When will my monthly payments be taken?

When you buy your insurance by monthly instalments an initial deposit is paid by card, then the first monthly Direct Debit is taken 59 days after the cover starts.

The remaining 10 monthly Direct Debits are taken on or around this date unless you request a specific date.

You should have received a credit agreement for the monthly payments by post – it takes about 5 working days to arrive.

If you want to change the Direct Debit date, or you've missed a payment, call our instalment team on 0344 871 0096. Lines are open Monday to Friday 9am to 5pm.

Can I drive another car under my policy?

Driving other cars

Our comprehensive policy allows you to drive other vehicles with third-party cover, unless it's specifically excluded by your insurer. If this is excluded, we'll have stated this when you got a quote.

Your current Certificate of Motor Insurance will confirm whether you can drive another car which doesn't belong to you.

There are conditions that apply to this benefit, so please check our Car Insurance Policy Booklet for more details.

Is my windscreen covered for repairs?

If you have comprehensive cover, then windscreen cover is included. We cover the windscreen, sunroof and the remaining windows. And your no claim discount is not affected by a windscreen claim.

A windscreen replacement is subject to the excess for glass damage on your Statement of Insurance, but there's no excess to pay on a windscreen repair.

To make a glass claim and arrange a repair, you can:

You'll need your policy reference, the policy start date and the name of the insurer. You can find them all on your Statement of Insurance.

I want to make a claim

We're here to help 24 hours a day, 365 days a year

If you're unfortunate enough to have an accident, injury, loss or damage regardless of fault, AA Accident Assist is ready to help.

To make a claim, call 0800 269 622.

Please have your policy number handy – you can find it on your Statement of Insurance.

When you call AA Accident Assist, your claim advisor will explain all the available options, and assist you through every step of the claims process.

Then, once the incident report has been completed, we'll arrange repairs to your vehicle and a replacement vehicle, or pass you to your insurer to progress the claim.

Your AA Accident Assist claim advisor will contact you in a week to discuss how the claim is progressing, and see if we can help you further.

Car insurance claim help

Before you call, read our advice about making a car insurance claim.

Is a courtesy car included on my policy?

Yes, a courtesy car is available with comprehensive cover. Following an accident, you'll get a courtesy car while yours is being repaired.

Can I add a second car?

Although we don’t offer a multi-car policy, we can give you a quote for a second car over the phone.

Call us free on 0800 316 2456, or visit our second car page, where we can include any applicable discount for existing customers.

I can't open my online account

After you set up your AA account, you can then log in to access all your insurance documents. They should be available 24 hours after purchase.

When you log in, enter the email address and password that you used to set up the account – remember the password entry is sensitive to capital letters.

If you've forgotten your password, just use the Forgot your password? link to create a new one.

Or if you believe your log-in details are correct but stil can't get into your account, contact us for help via webchat or call us on 0370 533 2211.

You can find more advice on our account help page.

About my no claim discount
Where can I find proof of my no claim discount?

New customers

When you get a car insurance quote, we ask how many years no claim discount (or no claims bonus) you already have. This information can be found on the cancellation notice or last renewal invitation from your previous insurer.

In order to validate your policy after purchase, we may ask for proof of the discount you've earned.

You can send us a copy of the renewal or cancellation notice, or a letter on headed paper from your previous insurer.

The document must be dated within the past 2 years, and isn't used for another vehicle. Also, please tell us about any gap of more than 30 days between your previous and the new AA policy, including claims or convictions.

You can either email or send the document to us:

[email protected]

AA PO Box 2AA, Newcastle upon Tyne NE99 2AA

The document should show:

  • Your name and address
  • The previous insurance policy number and expiry date
  • The vehicle registration number
  • Number of years no claim discount

On receipt we'll acknowledge the proof of your no claim discount. If we do need further information, we'll allow you sufficient time to provide it. Meanwhile, your AA car insurance policy remains active.

Existing customers

If you already have car insurance with us, the number of years no claim discount is on your Statement of Insurance. You'll have received a copy at purchase or renewal, either by post or in your online account.

If you need a replacement Statement of Insurance, please call us on 0370 533 2211. Or you can print a copy from your online account.

If you cancelled your policy before the renewal date, the number of years will be on our cancellation letter. Otherwise we can't send proof of your no claim discount until your policy has ended.

My renewal

Can I stop my insurance renewing automatically?

Yes, you can opt out of the automatic renewal of your policy at any time after the purchase. When you bought your insurance, you could choose to renew the policy automatically using the same method of payment.

To opt out you can either complete this form or call us on 0800 980 6239.

We'll still send you a renewal invitation, but you'll need to contact us to renew your policy before it expires.

It's a legal requirement to have motor insurance unless your car has been registered as off the road.

Can I opt into automatic renewal after I've bought my insurance?

Yes, you can opt in at any time after the purchase. The automatic renewal of your policy gives you the reassurance of continuous cover.

We'll send details of your renewal before the insurance expiry date, and you'll have plenty of time to contact us if you want to make a change.

To select automatic renewal, call us on 0800 980 6239.

Driving abroad in Europe

Can I drive abroad with my car insurance?

As an AA car insurance policyholder, you can drive anywhere in the EU, and in several other European countries, and get the same level of cover you have in the UK for up to 90 days during the 12 months of your policy.

Depending on your insurer, and for an additional premium, you may be able to extend the 90-day period. You might also get cover for countries that we don't include as standard.

You can find out more on our advice page for driving abroad in Europe.

Your account

Log in or create an account to access all your policy documents online.
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Car insurance

0800 316 2456

Lines are open Monday to Friday 8am to 7pm, Saturday 9am to 5pm.

Thursday 2 June 9am to 5pm.

Closed 3–4 June.

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Car insurance claims 24/7

0800 269 622

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Policy queries

0370 533 2211

Lines are open Monday to Friday 8am to 7pm, Saturday 9am to 5pm.

Thursday 2 June 9am to 5pm.

Closed 3–4 June.

Call now