Car insurance FAQs
Whether you're a new customer or need to ask about your cover, we're here to help
Your car insurance during coronavirus (COVID-19)
Changes to our opening hours
Some of the call centre times listed in our emails and letters have changed due to the coronavirus situation.
Because the lines are very busy, and to ensure we can offer the best service, we're constantly reviewing these times.
For quotes, policy queries and renewals you can find our current times below. And you can still report a claim anytime by calling us on 0800 269 622.
You can also contact us about a policy query by using our online form.
Help for drivers during the coronavirus crisis
I'm struggling to pay my monthly insurance payment
We're aware of the impact of the coronavirus crisis on people's jobs and income, and have a range of options to support you.
If you're concerned about paying for your insurance, email us at [email protected], or call us on 0370 533 2211 as soon as possible, and we'll try to help.
I need to alter or cancel my policy – do you charge a fee?
While there's usually a fee to change or cancel your policy, as a responsible broker we're supporting our customers as much as we can in these difficult times. So if you need to make a change or cancel your policy as a result of the coronavirus situation, we'll waive our usual adjustment and cancellation fees.
You can call us on 0370 533 221, or you can request a change by using our online form.
I've been furloughed or become unemployed as a result of the coronavirus situation. Should my policy be updated to reflect this change in occupation?
If you're now on furlough, your car insurance is still valid. There's no need to contact us to update your policy.
If you've been made unemployed, let us know using this form. Your policy is still valid. When it's due for renewal, tell us if you're back in employment and we can update your policy.
My car insurance policy
Can you still send my policy documents?
When buying your insurance, you could choose to receive your documents either by email or post.
If you chose email, you can log in and view your documents here.
If you chose documents by post, they won't also be available online.
Normally, they should arrive within 5 to 7 working days. Due to the coronavirus situation there may be postal delays, so please allow up to 14 working days. If there are delays we may send documents by email as well as post, plus text messages for anything important about your policy.
If you requested alternative format documents – large print, audio and braille – they'll now come separately from your standard pack. Again, allow up to 14 days for them to arrive.
How can I renew my policy?
We send you a renewal invitation at least 3 weeks before the policy is due for renewal. It tells you if your policy will renew automatically, or if you need to call to renew.
If you have automatic renewal in place – whether you pay monthly or by annual payment – and the cover still meets your needs, and your details are correct, then you don't need to do anything.
We'll send or email your renewal documents once your policy has renewed.
If you don't have automatic renewal, you'll need to call us on the number in your renewal invitation. Do bear with us, our phone lines are really busy.
What if I have a question about my renewal?
To discuss your renewal, you can call us on the number in your renewal invitation.
We can also help you by email. If your renewal date is more than 10 days away, send your query to our renewals team. They'll get back to you within 2 days.
Can a friend, family member or carer manage my policy on my behalf?
If you're unwell or for any other reason need a trusted friend or family member to contact us about your policy, let us know and we'll arrange to add their details to your account.
I'm a previous customer. Where can I find proof of my no claim discount?
If you no longer have car insurance with us, the renewal notice in your renewal invitation will be proof of the number of years no claim discount earned by you.
Claims and repairs
I need to make a claim
Our claims team is operating as normal, and you can report your car insurance claim by calling us on 0800 269 622.
I've had an accident and my vehicle isn't drivable
Don't worry, we'll recover your vehicle to a place of safety. If our local approved repairer is open, they'll book it in and provide an estimated completion date.
Due to parts availability, the repairs could take longer than usual.
I've had an accident but my vehicle is drivable
If our local approved repairer is open, they'll book it in for an estimate. If the repairer has capacity, they'll book it in for repairs and give you an estimated completion date.
Due to parts availability, the repairs could take longer than usual.
Will I get a courtesy car while my vehicle is being repaired?
We'll discuss your particular needs for mobility. However, courtesy cars and replacement hire vehicles might be in short supply and they'll be prioritised for key workers, in particular NHS and emergency services staff, as well as vulnerable customers.
What if my vehicle is already with the approved repairer?
The approved repairer will contact you about the status of your repair, and say when they can complete the work.
If your vehicle is driveable and the work has yet to start, we might have to return it to you and rebook when the repairer has the capacity.
What if I've got the Car Hire policy?
This additional cover provides you with a hire car if your vehicle is deemed a total loss. We'll endeavour to provide you with a car.
If you currently have a hire car, we'll liaise with you regarding its continued use if you're a key worker, even if this goes beyond the number of days the policy allows.
Drivers who have self-isolated
I have to self-isolate and need someone to drive my car to get essential supplies. Will they be insured?
You've a choice of options if the helper has a valid driving licence.
If the person has Driving Other Cars cover on their car insurance, they can use your vehicle with your permission. However, they'll only have third-party cover, and Driving Other Cars cover is intended for short-term emergency use.
Or if you have comprehensive insurance, and want to ensure that damage is covered when someone else uses your car, call us on 0370 533 2211 to add them to your policy as a named driver.
Can I pause my car insurance while I'm self-isolated?
No, you can't pause your car insurance. It's a legal requirement to have valid car insurance unless you apply for a Statutory Off Road Notification. If your car has a SORN and you want to cancel your insurance, call us on 0370 533 2211.
Although you might not be driving your car, keeping it insured will cover you for theft and vandalism.
Am I insured if I drive someone else's car?
If you have Driving Other Cars cover on your certificate of insurance, then with the owner’s permission you can drive their car. However you’ll only have third-party cover, and Driving Other Cars cover is intended for short-term emergency use. More details about this benefit are in your Car Insurance Policy Booklet.
I must now drive to work instead of using public transport. Will my car insurance still be valid?
If you need to drive to your workplace because of the coronavirus situation, your insurance policy will be valid. You don't need to contact us either to update your policy or extend your cover.
If you work in one of the critical sectors listed by the government and need to drive to different work locations because of the coronavirus situation, your cover won't be affected. You don't need to contact us.
I drive for a voluntary organisation to help people who can't leave their homes. Is my insurance still valid?
If you're using your car for voluntary purposes to transport medicines or groceries to help others impacted by coronavirus, your cover won't be affected.
In addition, if you've become an NHS Volunteer Responder your car will also be covered for community response, patient transport and NHS transport volunteering.
You don't need to contact us either to update your policy or extend your cover.
Am I still insured to drive if my car's MOT has expired?
If the MOT certificate of your vehicle expires between 30 March and 31 July 2020, the expiry date will be extended for 6 months by the Driver & Vehicle Standards Agency.
Your car insurance will still be valid during the extension, and we won't decline any claims for failure to have an MOT.
Meanwhile, your vehicle must be kept taxed and in a roadworthy condition, and garages are open for repairs. Drivers can still be prosecuted if they drive an unsafe vehicle.
MOT certificates that expire from 1 August 2020 onwards require an MOT test as usual.
The extension was put in place to limit the spread of the coronavirus, and enable you to drive to work, where this can't be done from home, or shop for necessities.
Your insurance offers
I can't spend my retail shopping voucher at the moment
If you've received a retail shopping voucher from us, we understand that spending it may be not be possible now.
Don't worry, we're giving you longer to spend it. The redemption period has been extended from 3 to 6 months from the date your policy renewed.
Can I still collect my dash cam from Halfords?
Yes. Halfords have reopened for click and collect orders. Use your AA dash cam redemption code via the link on your email and use the click and collect service.
For the safety of customers and staff, Halfords aren't currently offering a fitting service. If you want this service, keep your code and redeem your dash cam once the fitting service is available. Your dash cam code is valid for 12 months.
Find out how the AA is responding to the coronavirus situation.
About our car insurance
Who underwrites AA Car Insurance?
We set up and administer your policy from the insurers on our car insurance panel. The name of the underwriter will be shown on your car insurance quotation.
What ages do you provide insurance for?
We provide cover for drivers who are aged between 18 and 99.
How can a young driver reduce their car insurance premiums?
Insurance can be expensive for young drivers so we have put together some tips on how to reduce car insurance costs. Read our advice page for young drivers.
Buying your cover
Can I get motor insurance that starts right now?
Yes. When you buy online or over the phone your car insurance can start immediately.
You'll need a credit or debit card to pay either the full premium or an initial deposit if paying by monthly instalments.
If I don't buy straight away, how long is my quote valid for?
You can future date your quote by up to 60 days. The quoted price remains valid as long as your details remain unchanged.
Do AA Members get a discount on car insurance?
When you get a quote online, confirm that you are an AA Member. You could get a discount when you insure your car with us for the first time, and on subsequent renewals if you remain an AA Member.
My car has modifications – will they affect my insurance quote?
If your car has been modified we can give you an online quote for a maximum of two modifications from the following list:
- Alloy Wheels.
- Front Spoiler or Air Dam.
- Locking Wheel Nuts.
- Rear Roof Spoiler.
- Rear Spoiler or Aerofoil.
- Bull Bars.
- Dual Control.
- Hand Controls.
Modifications will affect the quote price, as they present a higher risk than original components.
If your car has more than two modifications, or the modification isn't listed, please call us on 0800 197 7178 – we may still be able to give you a quote.
About your payment
Can I spread my payments and pay by monthly instalments?
Yes, you can pay by monthly instalments. We'll ask for an initial payment by debit or credit card and the rest of your payment will be made in 11 monthly instalments. Credit will be provided by Automobile Association Insurance Services Limited, and you must be over 18.
How secure is my online payment?
We keep your personal details and your credit or debit card information private and secure when you buy online. We do this by using secure server software that encrypts any information you give us. It takes the characters you enter and converts them into a secret code, which is then securely sent to us.
Using the car
Am I covered for towing caravans or trailers?
When towing a caravan or trailer, you are covered for the costs you are liable to pay if you cause damage to property, or injury or death to someone.
Your car insurance also covers a single-axle trailer, worth up to £500 and kept in a safe and roadworthy condition, while attached to your car. For example, if you have comprehensive insurance, your trailer will also be covered on a comprehensive basis, which includes accidental damage, fire and theft.
When do I need to select business use?
Select business use when you use your car to travel to various places in connection with your work, such as offices or factories. Business use is not required when you travel to a single permanent place of work.
If I do voluntary work, do I need to select business use?
When you only commute to and from one permanent place of voluntary work, then select 'Social, Domestic, Pleasure & Commuting' for the use of your car.
If you travel to more than one place of voluntary work, our panel of insurers has agreed that 'Social, Domestic, Pleasure & Commuting' is sufficient cover and should be selected.
But if you transport goods or people as part of your voluntary work, then please call 0800 197 7178 for a quote.
Please note, we do not charge an administration fee if you call us to update your policy to show you now do voluntary work.
Our panel of insurers operates under the statement below, issued on the Association of British Insurers website.
"The insurer will insure their policyholders to carry out voluntary driving, that is, the use of a vehicle they own in connection with, or for the benefit of, charities, voluntary organisations, clubs or societies, where payment does not exceed the HMRC mileage rates in force at that time. This does not cover use for hire or reward or vehicles owned by, hired to or lent to the voluntary organisation."
Can I drive other cars?
Yes, 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 state this when you get a quote. If you've already bought car insurance from us, check your certificate of insurance. The conditions that apply to this benefit are in your Car Insurance Policy Booklet.
No claim discount
What is a no claim discount?
A no claim discount is a reward for not making a claim on your motor insurance policy. Each year the discount on your renewal premium increases, reaching a maximum discount after 14 years without a claim.
If you do make a claim, your discount will normally be less at the next renewal if your insurance company cannot get their money back from the person responsible.
Where can I find proof of my no claim discount?
When you get a car insurance quote, we ask how many years no claim discount 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:
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.
If you already have car insurance with us, the number of years no claim discount is on your certificate 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 certificate of insurance, please call us on 0370 533 2211.
Can I protect my no claim discount?
Yes, you can pay an additional premium to protect your no claim discount. Depending on your insurer, you can usually make two 'fault' claims in a 3- or 5-year period without affecting your no claim discount.
What is the AA Uninsured Driver Promise?
If you make a claim following an accident that is not your fault, and the driver of the other vehicle is not insured, you won't lose your no claim discount or have to pay any excess.
We just ask you to tell us the other vehicle's make, model and valid registration number, so that we can identify the driver of the other vehicle.
Can a named driver earn no claim discount on my policy?
Yes they can. Named drivers over 25 can earn their own no claim discount to use on a policy with us. See our page about named drivers.
What is a Thatcham security device?
Thatcham Research certifies security products for vehicles, including alarms, immobilisers and tracking systems. The research centre is better known as 'Thatcham' after the Berkshire town where it's based. Most insurers give a discount if you have a certified security product in your car.
What is a tracking device?
The police can track a stolen car with an electronic signal sent by this bit of kit hidden in the car. Most cars that have this are found after they are stolen. You can pay up to 10% less for your motor insurance if your car has a tracking device.
Already with us?
My policy documents
How can I access my policy documents online?
Your policy documents can be found in your online account. It's easy to register if you haven't already done so, and you'll see all your AA policies in one handy place.
Can I drive abroad with my car insurance?
AA Car Insurance provides the same cover you get in the UK in any EU country for up to 90 days in a year. So as a comprehensive policyholder, you have comprehensive cover when you drive within the EU.
Depending on your insurer, and for an additional premium, you may be able to extend the 90-day period, and be insured in countries outside the EU.
See our advice page for driving abroad in Europe.
The policy excess
What is a policy excess?
An excess is the part of the costs of a claim for loss or damage to your car that you have to pay out of your own pocket. Your insurance will be cheaper if you agree to pay more of these costs yourself. There are two types of policy excess:
Compulsory excess – the insurer will decide how much you'll be asked to pay for each claim before you buy the motor insurance policy. Check that you are comfortable with how much you'll have to pay for each claim before you buy a car insurance policy.
Voluntary excess – the amount you'd be prepared to pay on top of the compulsory amount. The higher you go, the lower your premium.
Can I pay a voluntary excess?
Yes, you can pay a higher voluntary excess for when you make a claim, usually up to £500. Typically, you pay less for your car insurance if you select a higher voluntary excess.
Making a claim
How do I make a car insurance claim?
Call our 24-hour claim line 0800 269 622.
Before you call, please see how to make a motor insurance claim.
Is a courtesy car included on my policy?
Yes, a courtesy car is available with comprehensive cover. Following an accident, you will be provided with another car while yours is undergoing repair.
When you buy comprehensive cover direct from us, you also get a courtesy car for a total loss claim, where the vehicle is written off or stolen and unrecovered, or for accidents occurring outside the UK.
Is windscreen cover included on my policy?
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 applicable excess, but there is no excess to pay on a windscreen repair.
You can check your windscreen replacement excess when you get a quote online. On the quote page a summary of your details includes a link to 'Excess details / policy terms'.
How can I get my windscreen repaired?
To make a glass claim and arrange a repair, you need to:
Please have your details ready, including the policy number, start date and insurer. You can find them all on your Statement of Insurance.
Changing my cover
What information is needed to advise a change of vehicle?
Please call 0800 316 1193 and select option 1 to make any change to your policy.
If you have changed your vehicle, we'll need the same type of details as you provided for the previous model, such as registration number, market value and any modifications.
Can vehicles be added temporarily?
Usually yes – call us on 0800 316 1193 and ask to add a temporary additional vehicle (TAV). We'll need to know all the details of the model.
Allowing a TAV is subject to the current insurer accepting the risk. Test drives are not covered.
You can add a TAV from 1 day to 4 weeks, and a cover note will be issued.
We cannot offer insurance where a policy is already in place for the vehicle.
Can I renew my policy online?
Our renewal payment service is now available online. If you previously called to pay your annual premium by card, check your renewal letter or email which will confirm if you can renew online.
I've just received my insurance renewal in the post or by email, and it says I can renew online. How do I do this?
To renew and pay online just log in here and have your policy documents to hand. Before you log in, check that the cover still meets your needs and the details are correct.
When can I renew my policy online?
You can renew online from the day you recieved your renewal invite until your cover lapses.
My renewal letter or email says I can renew online, but I need to make a change first. Can I do this online as well?
No, you can only renew online if there are no changes to your policy. If you do have changes or the policy cover no longer meets your needs, call us on 0800 980 6239 to update your renewal.
If I call you and make a change to my policy, can I then renew online?
Yes. If you're not ready to renew on the call you can renew online later, but only for the revised premium confirmed on the phone.
To see the new quote in your account, you'll need to refresh the page or log in again.
I haven't received my renewal invite yet. Should I call you to renew?
If you're worried about your renewal, call us on 0800 980 6239 to make sure it's on its way. We usually send your renewal invite 3 to 4 weeks before the policy is due.
I've tried to renew online but can't log in to my account
We're sorry there's a problem trying to renew online. You can call us on 0800 980 6239 to renew, and we can also help to resolve your log in issue.
I've renewed my policy online but haven't received an email confirmation. Am I covered to drive?
If you opted to receive your policy documents online, the email confirmation will be with you within 24 hours. Or if you chose to have your documents by post, they should arrive within 7 working days.
If you still haven't received an email or the documents in the post, call us on 0800 980 6239.