Frequently Asked Questions

All you need to know about Car Insurance Claims


What should I do in the event of an accident?


What should I do in the event of an accident?

In the unfortunate event you find your vehicle has been involved in an accident, or involved in any other incident which may result in a claim by you or a third party, please contact us as soon as reasonably possible on our 24-hour claimline: 0800 269 622.

A claims advisor will take details of your claim and advise you on what you need to do next.


What are my obligations in the event of an accident?


What are my obligations in the event of an accident?

First, attend to anyone who has been hurt in the accident. If anyone is injured, call an ambulance if necessary and then call the police to obtain an incident number.

Exchange these details with the other driver:

  • name and address
  • telephone number
  • car registration number
  • insurance company and policy number

Who will deal with my claim?


Who will deal with my claim?

When you speak to AA Claimline on 0800 269 622 they will discuss options available to you. Depending on the accident circumstance, your claim will either be dealt with by ClaimFast, the AA's preferred accident management company, or your insurer.

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

Details of your insurer are included in your Certificate of Motor Insurance. If you have online acess to your policy documents, sign in to acess your Certificate of Motor Insurance.


Who repairs my car?


Who repairs my car?

Both ClaimFast and your insurer have a network of authorised repairers throughout the UK and the nearest repairer will be appointed to carry out the repairs. The garage will liaise with you directly in order to arrange a suitable time for an estimate to take place.

If the vehicle is confirmed to be repairable, then the repairs will be completed by the approved repairer. All repairs carried out by our authorised repairer are guaranteed for three years and the manufacturer approves all parts.

You may use your own garage only 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 is a policy excess?


What is a policy excess?

An excess is the first portion of a claim which you have to pay, regardless of blame, when your vehicle is repaired or written off, and is individual to each policy. You will only have to pay your own excess and not the third party's excess.

You will need to pay the policy excess as shown on the back of your certificate in the section detailing the endorsements. If your vehicle is repairable, you will need to pay your policy excess direct to the repairer. In the event your vehicle is a total loss or stolen and not recovered, your insurer will deduct any applicable excess from the settlement issued to you.

If you were involved in an accident that was not your fault and you have purchased Motor Legal Assistance from AA Insurance Services, we may be able to recover the excess paid from the insurer responsible.


What happens if my car has been stolen or receives theft related damage?


What happens if my car has been stolen or receives theft related damage?

If your car is involved in a theft related incident, the first thing you will need to do is contact the nearest police station and obtain a Crime Reference Number.

In many cases a claims assessor is appointed who may contact you to discuss the claim. A theft excess may apply to your policy and this will be deducted from any offer made.


What is a total loss?


What is a total loss?

In many cases, the cost of repairs to the vehicle may exceed the value of the vehicle and therefore the amount your insurers are prepared to contribute for repairs. Should this be the case your insurer will appoint an engineer to assess the value of the vehicle prior to the accident and you will be made an offer for the settlement of your claim.

The engineer will consider many factors when calculating this value, including the age of the vehicle, the condition of the vehicle and mileage. Your insurer will also request that you submit your keys and documents relevant to the vehicle and insured drivers before any settlement will be paid. To avoid any unnecessary delays it pays to clarify which documents your insurer needs.

If your vehicle has been declared a total loss and you have AA Car Hire cover we'll arrange a replacement vehicle for you.


Will I receive a courtesy car while my car is repaired?


Will I receive a courtesy car while my car is repaired?

Having an AA Comprehensive Car Insurance policy means that following an accident, you will usually be provided a courtesy car while your car is repaired by your insurer-approved repairer.

In most cases a standard courtesy car will be supplied while you car is repaired. A standard courtesy car is a category 'A' vehicle, normally a small 3 door, 1 litre hatchback car. The availability of this service depends on your AA motor insurer's arrangements with its approved repairers.

A courtesy car is not available if the vehicle is a total loss or stolen and not recovered, or for accidents occurring outside the UK. However, if you have AA Car Hire cover we'll arrange for you to receive a replacement vehicle.


What if the accident was not my fault?


What if the accident was not my fault?

If you have been involved in an accident which is 100% not your fault we may be able to appoint ClaimFast, the AA's in-house accident management company. They will be able to authorise a garage to carry out the repairs to your vehicle without the need to pay your excess and your no claims discount may remain unaffected.

ClaimFast may also be able to provide you with a replacement car similar to your own for the duration of repairs or if your vehicle is unroadworthy and a total loss, for up to seven days after you receive a settlement from your insurer. ClaimFast will then recover all the costs incurred directly from the responsible insurer.

If we are unable to instruct this service, your insurer will follow their usual claims process and attempt to claim their costs from the responsible insurer, however you will have to pay your policy excess and your no claims discount will be affected until the insurer successfully recovers these losses.


What happens if the accident was my fault?


What happens if the accident was my fault?

If you have comprehensive cover, your insurer will arrange for the repairs to your vehicle or the settlement if the vehicle is a total loss.


What should I do if the other party contacts me?


What should I do if the other party contacts me?

If you receive any correspondence from the third party, their insurer or solicitor forward this unanswered to your own insurer, and they will respond on your behalf.

If you are contacted by telephone please ask the caller to ring us on 0800 269 622. Please do not agree to any of the services offered without talking to us first as any services offered by the third party may not be in your best interest.


What if the other driver disputes the accident circumstances?


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 by providing them with the evidence gathered based on the information you have supplied them with.

If the evidence provided does not fully support either driver's version of the event both insurers may need to take some responsibility.


What is an uninsured loss?


What is an uninsured loss?

An uninsured loss is money you have paid out following a car accident that was not your fault and which is not covered by your motor insurance policy. For example, your policy excess, additional travel expenses or loss of earnings.

Uninsured losses are recovered from the insurer of the person responsible for the accident.

If your accident was not your fault and you have Motor Legal Assistance cover contact us on 0870 566 3663 and we will help you recover your uninsured losses.


What if I have been injured in an accident?


What if I have been injured in an 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 the services of a solicitor who will make a claim for compensation for you or your passengers injury and will include any other losses that you may have incurred, for example your policy excess or loss of earnings.

If you or your passengers have any physical pain as a result of the accident please contact us on 0800 269 622 and a member of the panel will be appointed. You will not be charged by the solicitor for this work.


How do I make a glass claim?


How do I make a glass claim?

If you have fully comprehensive AA car insurance this usually extends to the provision of repairs to glass related damage. If you need to make a glass claim all you need to do is call Auto Windshields on 0800 316 7436 and the repairer will arrange for a specialist technician to carry out the repairs.

Providing you use the authorised repairer your insurer will pay the bill. If your glass has to be replaced then an excess may be payable. Usually your no claims discount is not affected by a glass claim.