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Car insurance claims

We're here for you 24/7

Call us on 0800 269 622

If you're unfortunate enough to have an accident, injury, loss or damage regardless of fault, call us on 0800 269 622 to make a claim. Please have your details ready when calling.

When you call AA Claimline, your personal 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, you will be passed to either your insurer or ClaimFast (our preferred accident management company) to progress your claim.

Your AA personal claim advisor will contact you in a week to discuss how your claim is progressing, and see if we can be of any assistance.

Windscreen claims

If you have comprehensive cover call 0800 269 622 to report a claim.

We'll arrange to repair or replace your glass as quickly as possible. You'll need pay the excess shown in the endorsements section of your certificate of insurance. Your no claim discount won't be affected.

What should I do after an accident?
Try and pull into a safe place and put on the hazard warning lights
  • If you're on a motorway and can pull onto the hard shoulder, turn your front wheels towards the verge and get out of your car on the passenger side.
  • Keep your sidelights on if it's dark or visibility is poor.
  • Attend to anybody hurt and call an ambulance if neccessary.
  • Call the police and obtain an incident number. If you're on the hard shoulder and don't have a mobile phone, follow the posts at the edge of the hard shoulder to an emergency phone, which calls directly to the police.
  • Assess the damage to your car.
  • If involved in a collision with one or more drivers, stay calm and do not admit fault or liability; if another driver admits fault, please tell us. Exchange details with the other driver(s) – name, address, phone number, car registration number, insurance company and policy number.
  • Record names, addresses and phone numbers of witnesses.
  • Write down how the accident happened, including sketches if it helps. If you have a camera – and if it is safe to do so – take photos of the scene and damage to vehicles.
  • Report the accident and the above details to the 24-hour AA Claimline 0800 269 622.

Your AA personal claim advisor will tell you what your policy covers, including the use of a replacement vehicle. If you're unable to continue your journey we'll tell you if your policy covers travelling expenses to reach your destination, or if necessary hotel accommodation for one night.

The claim advisor will also check if you have purchased any optional upgrades, and make sure you benefit from these where applicable.

If you or your passengers suffer injury as a result of the accident and it was not your fault, we can put you in touch with our expert panel of solicitors to deal with your injury claim.

Your AA personal claim advisor will be on hand should you have any questions about the claims process. They will contact you during the claims process to make sure everything is progressing well, and provide any assistance you need.

Accident aware

Ensure you're prepared for the worst by keeping a pen and paper, a first aid kit and a torch in the car.

When you call to make a car insurance claim, we'll need your personal details, description of the accident, where you are, and contact details of any third party, including passengers and witnesses.

What happens to my car?
When the car is repairable

Both your insurer and ClaimFast have a network of approved repair garages throughout the UK. They will contact you to arrange repair work to your vehicle, and provide a replacement vehicle for the duration of the repairs.

All repairs are guaranteed for a minimum of 3 years and use manufacturer approved parts. We'll collect and return your car to you, and even clean it inside and out.

Your approved repairer will tell you when the repairs have been completed, and your policy excess must be paid to the repairer upon completion (not applicable where ClaimFast is managing the claim).

If you wish to use your own repair garage this must be discussed with your insurer. If approved by them, the repairs are not guaranteed and a replacement vehicle for duration of the repairs will not be provided.

The car is written off

If it's uneconomic to repair your car then your insurer will pay you its market value before the accident. The insurer's engineer will determine its market value by checking motor trade guides (eg Glass's), taking into account the model, age, mileage and condition of your car, and any extras that are fitted.

We'll replace the vehicle with a new one if you're the first and only registered keeper, and your car is less than 13 months old.

If you have purchased our AA Car Hire policy and haven't already spoken to AA Claimline team to arrange a hire vehicle please call 0800 269 622. Once arranged, your AA personal claim advisor will keep you informed on the progress of your claim, and confirm when the hire vehicle will need to be returned.

Stolen vehicles

If your car has been stolen, you must obtain a crime reference number from the police.

Your insurer will discuss the claims process with you in detail, which depends on whether your car is recovered or not.

Motor Legal Assistance claim
Reporting a Motor Legal Assistance claim

If you have not already spoken to AA Claimline about claiming for your uninsured losses please call us on 0370 566 3663.

We'll advise what you need to document in order to keep any losses to a minimum and to recover these losses.

Recovery of uninsured losses

If you took out Motor Legal Assistance, or it is included as standard with your AA car insurance policy, you'll be covered up to £50,000 of legal costs to recover losses from the party at fault that cannot be claimed from any other insurance policy.

We'll help you recover losses.

Get up to £50,000 in legal assistance to reclaim:

  • Car insurance policy excess.
  • Alternative transport costs.
  • Loss of earnings.
  • Compensation for injuries received in an accident.

The accident

What are my obligations in the event of an accident?

Firstly, attend to anyone that has been hurt and call an ambulance if necessary. Then call the police and obtain an incident number.

If you have been involved in a collision with another driver, stay calm and exchange the following:

  • Name and address.
  • Phone number.
  • Car registration number.
  • Insurance company details and policy number.

Following the accident

Who will deal with my claim?

In the unfortunate event of an accident call our 24-hour claimline as soon as possible on 0800 269 622.

An AA personal claim advisor will record the details of your claim and explain all the available options. Depending on the accident circumstances, your claim will be dealt with by ClaimFast (our preferred accident management company) or your insurer. Your insurer's details are included in your Certificate of Motor Insurance.

For more information about ClaimFast, visit www.claimfast.co.uk.

Who repairs my car?

Both ClaimFast and your insurer have a network of authorised garages throughout the UK. If your vehicle is repairable, then the repairs will be completed by approved mechanics who will liaise with you directly in order to arrange an estimate.

All repairs carried out by our mechanics are guaranteed for a minimum of three years and use manufacturer-approved parts.

You may only use your own garage after you have submitted an estimate to your insurer and they have authorised the repairs. Should you wish to use your own garage, the repairs are not guaranteed and a courtesy car will not be provided.

What if I have been injured in the accident?

If you or your passengers have suffered any form of injury as a result of the accident, which you do not believe to be your fault, we may be able to provide you with a solicitor.

They will make a claim for compensation on your behalf which will include any other losses that you may have incurred, for example your policy excess or loss of earnings.

If you included the optional Motor Accident Plan on your policy, this significantly improves on the personal injury cover included in our comprehensive policy. For example, Motor Accident Plan pays up to £20,000 if you, or a named driver on your policy, are injured or die as a result of a car crash.

Finding fault

What if the accident was not my fault?

If you have been involved in an accident which is 100% not your fault, ClaimFast may be able to authorise repairs to your vehicle without the need for an excess fee, and your no claim discount may not be affected.

ClaimFast may also be able to provide a replacement car similar to your own for the duration of repairs, or for up to seven days after a settlement from your insurer, if your vehicle is a total loss.

ClaimFast will recover all the costs incurred directly from the third party insurer.

If you are unable to use this service and have comprehensive cover, your insurer will arrange repairs to your vehicle. However, you will have to pay your policy excess and your no claims discount will be affected until the insurer successfully recovers these losses.

Call 0800 269 622 to find out more.

What if the accident was my fault?

If you have comprehensive cover, your insurer will arrange repairs to your vehicle or negotiate a settlement if the vehicle is a total loss. The insurer will also meet the cost of the third party claim.

What should I do if the other party contacts me?

If you receive any correspondence from the third party, their insurer or solicitor, forward it unanswered to your own insurer or ClaimFast, depending on who is dealing with your claim. They will respond on your behalf.

If you are contacted by phone please ask the caller to call us on 0800 269 622. Please do not agree to any services offered without talking to us first, as they may not be in your best interest.

What if the other driver disputes the accident circumstances?

Your insurer will always do their very best to obtain an admission of liability from the other driver or their insurer.

They will do this by providing evidence and the information you have supplied them with. If the evidence provided does not fully support either driver's version of events, then both insurers may need to take some responsibility.

Policy excess explained

What is excess?

An excess fee is the first 'portion' of a claim which you pay, regardless of blame, when your vehicle is repaired or it is a total loss. The excess is individual to each policy and, in the event of a claim, you only ever have to pay your own excess fee.

If you purchased the optional Excess Protection with your car insurance, you can claim back your policy excess on a claim where you're at fault or the other party involved cannot be identified.

Where can I find information about my excess fee?

Your excess fee should be on the back of your insurance certificate in the endorsements section.

Who do I pay my excess fee to?

If your vehicle is repairable, you will need to pay your excess fee direct to the repairer. In the event your vehicle is a total loss, stolen or not recovered, your insurer will deduct any applicable excess fees from the settlement issued to you.

If you were involved in an accident that was not your fault and you purchased Motor Legal Assistance from us, or it's included as standard within your policy, we may be able to recover the excess fee from the third-party's insurer.

Windscreen claims

How do I make a glass claim?

Our comprehensive car insurance includes glass cover.

If you need to make a glass claim, call us on 0800 269 622. We'll arrange for a specialist technician to repair or replace your glass as quickly as possible.

Car insurance

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