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Extremely Disappointed – A 5-Month Nightmare That Cost Me Financially, Mentally, and Emotionally
I am beyond disappointed with how AA Insurance handled my stolen vehicle claim. My car was stolen in December and recovered later that same month, yet AA took over four months to finalize anything. During this entire period, I was left without a car, forced to manage my daily life under huge stress, while still paying for insurance that gave me no support.
I did everything right on my part. I gave AA all the information they asked for, including my Spark mobile records, all correspondence, and access to anything they needed to investigate the case. I was patient and respectful throughout, thinking they would do the same.
Instead, I was met with silence, rude behavior, and shifting blame. I had to borrow a friend’s vehicle and pay him $200 a week, which was a huge financial burden—especially as I’m the sole earner in my family. We struggled during this time, not just financially but emotionally. The situation caused sleepless nights, anxiety, and an ongoing sense of helplessness as I waited endlessly for answers.
When I was finally contacted in March, I was told there was “no theft-related damage” and I should just take the car back. But when I saw it, the reality was completely different:
• Back seat damaged and misaligned
• Rear bumper broken
• Music system not working
• Dashboard cracked
• Interior dirty and clearly mishandled
All I asked for was a proper mechanical assessment before accepting it—but instead of support, they accused me of refusing to take it and told me I had to pay storage fees.
When I asked for some compensation for the five months of stress, financial loss, and emotional toll, I was met with cold and dismissive replies. No empathy. No accountability. Just pressure to close the case and walk away.
AA Insurance turned a terrible situation into a long-lasting trauma. I feel let down, disrespected, and exhausted by this entire experience. I would never recommend AA Insurance to anyone. If you’re looking for support in tough times, look elsewhere. This was one of the worst customer experiences of my life”
“I bought my insurance online but was struggling to complete the process. So phoned them and everything was sorted so professionally. Next day I wanted to add on windscreen cover and it was sorted within seconds. Very happy with AA”
“I bought Travel Insurance with AA. Had couple claims so I lodged. It's nearly a month haven't got any feedback. Everytime I call AA they ask me to call their backfire support Allianz and when I call them they say they not trained on AA travel insurance claims. So where do I go? It's pathetic experience when you claim travel insurance with AA. Please think again! It's very disappointing.”
“I live on Hawkes Bay and i have my vehicles with AA but when I wanted to insure my house and contents I found they are $1300 per annum mor expensive than AMP (underwritten by Vero) which prove a very comprehensive policy.”
“This company has new intentions of honoring people's claims. They are only interested in taking people's money and investing it to gain more. If you put a claim in them will automatically look for ways out of it. If you make a complaint that will use there internal systems and the IFSO which are supposed to be independent but are actually 100% paid by them so they are not in anyway independent. If you want results I recommend the use of a Lawyer and putting in front of a Judge. They are independent and not paid by them. Let's look at the definition of the word Insurance and ask the question what is at that we are actually paying them for.”
“I got stuck in Lower Hutt mall with my car that died and my key was stuck luckily Adam came by didn’t have to wait to long and got my car up and running in like 5 minutes very polite very funny and was cool to chat to one of your best AA!”
“Well, well, well. Don’t claim folks! I have had one claim in roughly 25 years of driving and my premium went up by 29.8%. One word. UNBELIEVABLE! I phoned this afternoon to ask why and I was told because I had a recent claim. The man Simon that I spoke with wasn’t particularly pleasant. I guess he didn’t like it when I told him this was laughable. He said “No it’s not laughable”. I agree! Do better please. I pay my premium on time every single time and this is what you do?”
“We took out a new policy with the AA. Three weeks later we changed our car for an identical (but new) model; no other details had changed. When I contacted the AA to advise of the change of vehicle I was told that the price of our insurance would increase by 60%. I was advised to go back to a price comparison website to seek a better price. I found a cheaper quote elsewhere but was then told by the AA that the refund on our policy would include a cancellation fee.
So my options were to accept a 60% increase on my premium or pay a cancellation fee in order to take up a cheaper policy elsewhere.”
“Used to be great. Recently found out they only cover a 10 km tow so you better hope you break down near a town. Otherwise you're on your own like we were!”
“I have been waiting for a claim on my car for over 2 months now, and I am now going around in circles with them and them saying that they are waiting on things like quotes and how they are waiting on there assessor to get back to them.
yep cool doing dome dew diligence on things like checking to see things are legit but this is getting beyond a joke now”
“Absolute waste of my time. Spent 3 hours with them on the phone. They questioned me about the most private details of my health and at the end they declined my life insurance application for having iron deficiency in the past (which is now resolved)!
Get a better system rather than wasting people's time!”
