AA Breakdown Cover Reviews

AA Breakdown Cover
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“Unfit for purpose. No regard for their customers”

★☆☆☆☆

written by MorayM on 18/03/2024

Last year a major accident left my wife and I stranded in the middle of a motorway in a storm. I've always had the AA's highest level of cover as I drive a lot and worry about this exact situation occurring. I followed the AA Accident Assist advice and as soon as I'd rung the police I rang the AA. Standing on the hard shoulder shivering in the pouring rain, I listened to phone ring for over an hour. The AA never even picked up. They've clearly cut all their phone operators because they've got a fancy app, but when you're on a motorway with no data signal, and it's raining so hard your phone's touchscreen stops working it's useless. This attempt at economy puts the lives of their members at risk. My car was eventually recovered by the highways agency and when it became clear that the AA were never coming, the police took pity on us and dropped us off at the nearest service station, leaving us to find our own way home at 3am. Unfortunately, the atrocious service did not end there. When I rang to complain I was accused of wasting the AA's time and they attempted to coerce me into the not making a complaint. Then another operator told me that I couldn't make a complaint because I tried to gaslight me into thinking that I didn't have the cover that I'd paid for. That took an hour of being bounced around random departments until they finally decided to believe me. Once I'd finally lodged a complaint and waiting the required 8 weeks, I was told that the AA actually had no responsibility to attend my accident, despite having AA Accident Assist cover with all the addons. No one had answered the phone because of the bad weather and all their call handlers were busy. If only there were some way to predict the weather and adjust staffing to compensate? I was told that because the Highways Agency had recovered the car, the AA were under no obligation to do anything, despite having onward travel and hire car as part of my membership. I guess I should have asked the police to leave the M4 closed for a few more hours to give the AA time to arrive? They could also (conveniently) find no record of my phonecalls where I was advised not to make a complaint and where I was accused of having the incorrect cover. I'm sure that was just a coincidence though. I was offered compensation of £150 (a tiny fraction of my annual membership fee) which took another 8 weeks and several emails before they eventually paid. After this ordeal, my trust in the AA has been irrevocably broken. It's clear the company will do anything possible to shirk their responsibilities to their customers and as such I will never use any AA service again, and I will advise everyone else I speak to do the same. The company is not fit for purpose.

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“Refuse to help ”

★☆☆☆☆

written by Rajaahsan on 20/02/2024

I have full AA cover . I dropped my key in engine bay by mistake . I rang them and asked for help . They refused to come out . It was hardly 5 minutes job . Avoid . My friend has similar problem few years back and RAC sent help with in minutes . Avoid them.

The Aa's Response to Rajaahsan's Review

Written on: 26/02/2024

Hi there, we're sorry to hear this and hope the team explained the reasons why this was and you managed to get everything sorted.

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“Avoid avoid avoid this terrible service!”

★☆☆☆☆

written by DonotusetheAA on 09/02/2024

2nd time using the AA. First time it took over 24hours to get recovered and now for a 2nd time a 6 hour wait for a technician to arrive and no idea how long for a recovery!! What an absolute shambles this company is quick to take the £800 recovery fee but still nearly a year on has not refunded me the taxi I had to pay for to get home when they say they would refund. Avoid at all costs !!

The Aa's Response to DonotusetheAA's Review

Written on: 11/02/2024

Hi, sorry to hear you've been left feeling this way and sorry about the delay, we don't like keeping Members waiting. We hope everything's okay and you got home safely when you broke down. If you're still waiting on a refund please call us from 9 tomorrow.

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“They just don't care about customers”

★☆☆☆☆

written by Nickpiano56 on 05/02/2024

Having paid for full roadside assistance, rescue and recovery, I unfortunately broke down on a Sunday evening at Portsmouth. I phoned through and reported that my car had suffered a faulty injector and was no longer drive able and would need to be towed back to my garage 15 miles away. The assistant said within the hour. I was delighted and strolled to macdonalds. Three hours later a local mechanic arrived, and he said he was here 'to see if he could get it started'. He did not have a tow truck with him. I phoned the AA back and they said it would now be a further 6 hour wait. Disgusting. If I had known it was going to be a 9 hour wait I would have walked home and gone to bed. Shocking and rubbish. I will be wanting my money back.

The Aa's Response to Nickpiano56's Review

Written on: 07/02/2024

Hi, we're sorry you've been left disappointed this time. We'll always send someone to assess the vehicle first and look to get you back on the roads, if this isn't possible, recovery may be requested separately. We really hope you're OK and managed to get home safely.

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Nickpiano56's Response to Nickpiano56's Review

Written on: 09/02/2024

As a side note, the AA has been back to me and said sorry as well as offering a financial compensation, so all's well in the end

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“***do not use if you have valuables in your vehicle,...”

★☆☆☆☆

written by Meganmilne on 27/01/2024

***do not use if you have valuables in your vehicle, they will get taken & the AA ‘can’t do anything about it’, they’re technicians take from customers without an remorse**** Have given the AA enough time to resolve. A technician entered my vehicle without my presence and without my permission. Which was fine at first because I didn’t have to wait while the technician was making a new key for me, he gave it to me when I arrived and went about his day. However, little did I know he had taken a £130 pair of raybans from my vehicle. By the time I had noticed they were gone, it was word against word. They advised me to make a police report, but they weren’t able to give me any details of the vehicle or technician so I don’t know where they think I would’ve got with that. They refused to give me any compensation or anything. I’m not one to make bad reviews but this is unacceptable and I believe should be more in place to prevent valuables being taken. WOULD NOT RECCOMEND the AA they are a terrible company and would advise you to pick carefully. Happy to change the review if the AA are willing to help in anyway, but considering it’s been over 6 months I doubt it. Disgusting

The Aa's Response to Meganmilne's Review

Written on: 02/02/2024

Hi, as previously explained details of how you can escalate your complaint are shown within our final response letter dated 18 July 2023.

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“AA abandoned car at services with key!”

★☆☆☆☆

written by HConstable on 04/01/2024

My brother came to see me in London for the New Year, arriving on the 29th Dec, his clutch went luckily near my house so managed to get parked up. He called the AA and and they came to see the issue. They said it would need a tow but my brother lives up north and didn't have the correct cover to get a full tow. They gave him the site and code to sign up to the correct cover which he did and arranged a tow on New Years Day. The driver arrived, and said that it would take 8 hours and 3 driver switches to get them and the car home. I gave them my car so they could get on their way. The driver got to the first stop with the car at a services, called my brother and said he didn't have the correct cover and would cost £800 for the full tow. My brother has no choice now but to pay, but the car is still at the services 3 days later with the key on the wheel!! AA can't tell him when they will collect it. Disgusting!!

The Aa's Response to HConstable's Review

Written on: 04/01/2024

Hi there, please let your Brother know to give us a call so we can get this looked into and sorted.

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“Put wrong fuel into my car”

★★★★★

written by DarrenAIW3 on 26/12/2023

Accidentally put unleaded fuel into my diesel car. I'm a key worker, full-time care assistant, so not paid masses of money and have to work hard for it. A representative from the AA organised a technician to come this week to drain the fuel from my car, remove the contaminated fuel, clean then repopulate with correct fuel and MOST importantly arrange for a deferred payment schedule till I have the funds. I've been with the AA for a total of 33 years, and they have NEVER let me down. I would recommend them to anyone on the planet.

The Aa's Response to DarrenAIW3's Review

Written on: 29/12/2023

Hey, we're over the moon reading this, thanks so much for sharing, and sticking with us all this time.

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“22 hour wait ”

★☆☆☆☆

written by on 24/12/2023

Broke down on the side of a busy road in October 23. Reassured assistance was on the way. 7 hours later a member of the public noticed my distress and kindly repaired my car. I contacted the Aa the next day. They said they had sent patrol 22 hours after my phone call!! I complained and they offered 70 pounds. I had paid over 200 pounds for their top membership. Their advertising campaign is all sham “We will get you going in no time “ Disgusting, mortally corrupt!

The Aa's Comment

Written on: 29/12/2023

Hi there, we're happy to see you raised it with us at the time, so we could look into what happened. There's next steps to follow in the Final Response Letter, if you wish to take it further.

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“Shocking Customer Service”

★☆☆☆☆

written by Katrinag133 on 14/12/2023

New Seat Born broke down on dual carriageway approaching Clyde Tunnel. No had shoulder and no way to move electric vehicle. AA contacted via Seat Roadside Recovery policy.AA transit turns up to try and re-boot Seat Born. To no avail. Said transit not able to remove vehicle and advised by AA staff that an appropriate recovery vehicle would be 3+ hours to arrive. Due to obvious danger Police arrange for uplift. AA subsequently advised where and when to uplift vehicle for subsequent repair before storage charges apply. AA fail to uplift prior to storage charges being implemented and refuse to pay. Subsequently advised that vehicle had been conveyed to Seat for repair. Sadly this is not the case and the car remains in cold storage. In short awful experience.

The Aa's Comment

Written on: 22/12/2023

Sorry to hear you've been unhappy with the service, please stay in touch with the team directly, they'll keep you in the loop with everything that's going on.

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“Stranded in freezing cold for over 4 hours”

★☆☆☆☆

written by Bobsmith777 on 09/12/2023

Left stranded for over 4 hours in a cold December evening. Made numerous calls and after waiting over two and a half hours was told the breakdown still hadn’t been assigned. When making the initial call I was very clear that the recess shredded and could not be repaired and that we did not have a spare. When speaking to the AA 3 hours later they told me that it was marked as a puncture and that I had a spare. I made it very clear that the tyre couldn’t be repaired and that I would need a recovery vehicle to which I was told that they had to send a patrol no matter what and that a recovery vehicle would take another 4 hours. I was also given different versions of how long I’d need to wait told there where no AA vehicles and various other inconsistencies depending on who I spoke to on the phone. Terrible service. Terrible customer service. If you break down with the AA you have to be vulnerable or on a motorway for them ti do anything like their 40 minute supposed call out time. Absolute disgrace!!

The Aa's Response to Bobsmith777's Review

Written on: 11/12/2023

We're sorry about the delay you experienced. We don't like leaving Members waiting but sometimes higher than expected demand can cause delays. We’ll always try to prioritise Members in a dangerous location to get a Patrol out as quickly as we can. We hope you're OK and got home safely.

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“AA absolute rubbish”

★☆☆☆☆

written by MaryWade1967 on 07/12/2023

4 1/2 hours before AA decided the car needed to be moved. Then another 48 hours before they could move it. Police intervened because the car had broken down in middle of road. This organisation is an absolute sham. If you can possibly avoid them and find a better option do your self a favour. I never right bad reviews but this experience was so bad Ive just had to let as many people know as possible.

The Aa's Comment

Written on: 07/12/2023

We're sorry about the delay you experienced. We don't like leaving Members waiting but sometimes unexpected workloads and demand can cause delays. We’ll always try to prioritise Members in a dangerous location to get a Patrol out as quickly as we can. We hope you're OK and got home safely.

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“0 stars 5 hours recovery waiting time.”

★☆☆☆☆

written by Danniel2357 on 22/11/2023

Arranged recovery with AA at 8pm heard nothing back for about an hour when i was told recovery will be made by Richmond Recovery Services at 22:50. Called Richmond back at 23:10 as they still didn’t show up and spoke with advisor who couldn’t care less and just said it will be another hour and half because “motorways are busy” I have now been sat in a dead car for 4 hours and no one even cared to let me know. I would really love to know which motorway was so busy at middle of the night to cause 5 hour recovery time.

The Aa's Response to Danniel2357's Review

Written on: 23/11/2023

Sorry to hear you’re not smiling about our service. If you’d like us to delve into any concerns, please give our team shout, we’re here to help.

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“Dreadful all the way!”

★☆☆☆☆

written by YahirHickey185 on 04/11/2023

The recovery process from the breakdown point to the destination, which is a distance of 40 miles, should take approximately 3 hours, allowing for a 1-hour wait time, 1-hour transit, and 1-hour contingency. However, my experience with AA was terrible as they took 8 hours to recover my vehicle. The first leg, from the motorway to the nearest service, took 2 hours, which was okay, but I was disappointed that they could not locate my exact location by the SOS sign. The second leg from one service to another took 4 hours, which was unacceptable. The actual drive time was only 15 minutes, leaving just 30 minutes to reach the final destination. I cannot understand why they did not take me directly to my final destination. Moreover, the recovery driver started the engine without even examining the damage under the bonnet, which was complete incompetence. When I asked him to stop the engine immediately, he ignored me, showing no concern for causing further damage. The third leg, from the service to the final destination, took another 4 hours. The updates from AA were terrible as they promised to recover me within an hour, then 30 minutes, and then 15 minutes, but they failed to deliver on each promise. Every time I called, I received standard robotic excuses such as they were busy, and it was nobody's responsibility. AA blamed garages, and garages blamed AA, which was a perfect example of a flawed business model. If AA were held accountable for not keeping their promises and not recovering customers within a specified time frame, they would operate better. Unfortunately, whether they recover you in 2 hours or 12 hours, it does not bother them as they are more interested in earning money and ripping off the customer. In conclusion, AA is a low-cost service that does not put its customers' needs first and does not deliver on its promises.

The Aa's Comment

Written on: 09/11/2023

We've replied to your Trustpilot review.

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“Do not use this company!”

★☆☆☆☆

written by ValentinaDougherty on 13/10/2023

This company left myself, my three children age 1, 2 and 5 left stranded on the side of the road at 9p.m on a busy A road with lorries doing 60 mph on a corner! The reason we was left stranded is because my car shown as not taxed. I explained I brought the car on the same day at around 17:38 was the time of taxing, it clearly states on DVLA website that it can take upto 5 days to show on there system, I explained to the call handler not only can I forward the email to them I can psyically show there driver on arrival evidence the vehicle was taxed hours before breaking down! This company is a disgrace, there employees should be embarrassed to work for this company, and it's customers should be even more embarrassed!

The Aa's Comment

Written on: 14/10/2023

Hi there, in order for us to attend, the vehicle must show as road legal at the time of the breakdown. We hope everyone is OK and managed to get home safely.

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“DO NOT USE THE AA”

★☆☆☆☆

written by Zackl35 on 27/09/2023

Wouldn’t attend as I was too close to home. Last time they attended they charged me for the call-out. Even though I have paid them thousands over the years. Cancelled today and joining the RAC. Really slow if they do ever come.

The Aa's Comment

Written on: 28/09/2023

When Members don’t choose to have the home start element on their cover then there are restrictions that will apply.

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“AVOID at ALL cost joining the AA roadside support service”

★☆☆☆☆

written by WotNotAgain on 26/09/2023

The AA don't like negative reviews or posts as my post from yesterday on their fb page has been taken down. For those that need to avoid using the AA here's my review from Trustpilot. AVOID using the AA. Join the AA - Don't waste your money time or effort. Join the AA - N E V E R ..... The AA allowed a recently widowed young mother and her children aged 3 (classed by the AA as a top priority case) at the side of the road in the midst of Argyleshire, expecting the 3 of them to wait 5 hours (or more) on a stormy windy and wet day locked out of their car with no shelter nearby and on a busy single carriageway class road full of rushing logging trucks, container trucks, fish trucks and many fast moving cars hurtling by only 2 metres distance from them as they tried to shelter from the poor weather under some trees. NO THANK YOU AA. An absolute disgrace to the vehicle roadside support and recovery industry. P A T H E T I C. By the time the 5 hour wait target time came around the weather was forecast to get worse AND it would have been pitch black darkness. This is only 1 such case that happened earlier today.

The Aa's Response to WotNotAgain's Review

Written on: 27/09/2023

We don't delete any comments on our social channels and can see your comment is still there. We replied to your comments asking that the Member contacts us directly if they haven't already done so.

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Wotnotagain's reply to The Aa's Comment

Written on: 27/09/2023

OK, so I EVENTUALLY found my post, however the AA asking 'how the AA can help?' is a bit rich since the garage given the job was not given the job for MANY hours after the initial contact to the AA was made. I believe the AA member only wants to contact the AA to state (AGAIN) how badly dissapointed she is at the AA abandoning her plea for HELP when HELP was needed, and leaving a recently widowed young mother with two very young children in the wilds of a poor weather Scotland with a storm heading her way, stranded on a 2m wide strip of dirt at the side of the road with 2 emotionally disstressed children is beyond cruelty. The AA is a disgrace to its industry. Even the garage recovery driver was shocked at the delay time frame of 5 hours (or more) for a priority single mum with 2 very young children locked out of there car with no warm weather clothing, no food and no drink at hand. I will be contacting my MP. A TOTAL Disgrace and display of total lack of concern for its fee paying members in their time of need. If you check the Argyleshire records for that day you will find ALL the details - unless they have been deleted too, the multiple calls that the young widowed mum made trying deperately to get updates on when would be the recovery, then the time frame increasing from 90 minutes to 300 minutes. SAFETY FIRST - NOT tea breaks(?). Why shoud the public do all the chasing work - THAT is the job of the AA.

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“Shocking! ”

★☆☆☆☆

written by Tmstewart on 20/09/2023

Shocking! Broke down at Preston services, nobody came it cost us £400 to be recovered. I Couldn’t get through to them on the phone after they kept moving the wait time on the app. We filed a complaint and was given £30 compensation not even 10% of what we had spent. We were told to send our receipt for consideration and then continually ignored! Phoned up to cancel, explained why and they said no problem and cancelled it very unreliable service through and through. Happy to take your money every month but do not provide the service they claim to provide.

The Aa's Response to Tmstewart's Review

Written on: 22/09/2023

We've replied to your comment on Facebook, please reach out there if we can help further.

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Tmstewart's reply to The Aa's Comment

Written on: 22/09/2023

You haven’t

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“Poor service/ no service. Lone woman, safety ignored.”

★☆☆☆☆

written by 452Hartley on 07/09/2023

I am very disappointed in the AA they have really gone down hill. They now have a app to book a call out, it does not ask questions as staff used to, i.e. are you in a safe location, vulnerable, female on own, disabled, elderly etc. Lies about arrival time said 1.05 hrs , after that time 11pm at night, rang to be told 1am ish !! Told app gave updates! No text alerts, update! Two females alone in a carpark where there was a stabbing afew days ago ! Told they havecless resources at night! Plus garrages closed, it may not have needed a garrage, once they checked problem. Gold membership, rarely used. No concern about situation, couldn't give a damm, male operator, just sorry about that, brake issue. Told they would cancel job if we moved location. That patrols on motorway calls, more important! So no local ones?? So app not helpful, not real e.t.a. No local patrols, not checking satus of person, safey etc? . Drove carefully home, brake lights flashing ! As couldn't stay there any longer! Told this morning when re booked they would come, then rang back & said take it to a garrage!! Unbelievable, so if female, vulnerable, etc. Don't use the AA. Why pay for bad unsafe service! To be told take to a garage, when its not safe to drive ! Disgusting. Others companies much better.

The Aa's Comment

Written on: 07/09/2023

We do still have the option to call if this is what you prefer. You don't have to use the app unless you want to.

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Roxyrose62's Comment

Written on: 08/09/2023

Your reply sums up the service, not great! Review your app! Add more questions re customer needs, situation!
Text updates back to them.
It was not correct re time given.
Ringing your advisor wasn't much better!
Training, attitude, lack of resources at night!
More local patrols. Perhaps if you paid your staff better & treated them better, customers might get better service.
It really has gone down hill, we couldn't recommend the AA now !
You didn't take on board issues! Not even sure if thats a person replying or your app!
Service both times in less than 24hrs not great ! Tell all your customers to go to a garage! Whats point of being a member if break down, or safety issues.
Other better, cheaper companies out there, think people need to shop around, esp females, vulnerable people, AA not good for them. Lesson learnt ! Shame the AA was the best, not anymore.

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“Terrible ”

★☆☆☆☆

written by 68Boyd on 04/09/2023

Unfortunately I have experience of using many different breakdown services, and for some reason I thought to go with AA. I am a new customer to them, and have had the terrible experience of using them. There was no communication, I was expected to wait around for them to arrive which was over an hour in the scorching heat, I had to phone them to find out any information at all. I was taking 40 minutes towards home, and for some reason had to wait over 2 hours for someone else to come and collect me to take me the rest of the way - which was 15 minutes!!!! I am extremely disappointed with the service from AA and will immediately be transferring my breakdown cover to a move reliable service. I will always be sharing with people my experience and encouraging them to go elsewhere for breakdown service. What a terrible service AA provide!

The Aa's Comment

Written on: 07/09/2023

Hi we're sorry it took longer than you expected, we're always working hard to help all our Members.

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“26 hours wait”

★☆☆☆☆

written by Munozdc1985 on 24/08/2023

I had a small crash which meant my car could not be driven the 168 miles home. I was by myself but am disabled so was told I was high priority 1-3 hours to get me and my car home. On the next 6 hours I had to phone them as they hadn't phoned or updated me. They kept telling me 90 mins I would wait 2 hours then ring again. By 9pm I was told there was no vehicles available so would be the morning. I checked into a motorway hotel which thankfully had rooms and phoned again a 6am to be told 9-10 am but the driver couldn't take me all the way so I would be dropped at another service station. Sure enough I was collected and dropped by the AA at the next services but was told it would be a 2 hour wait for another provider to get me and take me home. 4 Hours later the driver turned up but said they were driving me 36 mins to another service station. Dropped at 3.30 and told AA would pick me and the car up at 4.15. 5.15 I phoned again to ask for an update to be told 8.15! I explained I was a loan female and disabled but there was nothing they could do. A different company did pick me up at 6.45 and I walked through my door 26 hours after first requesting there help.

The Aa's Comment

Written on: 31/08/2023

Hi there, we've replied to your Trustpilot review and email.

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Our helpful community of likeminded people will be happy to answer any questions that you have.

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Asked by golfdave on 2nd June 2014 Report this content
I have requested AA to name their price for the second year cover for their basic roadside assistance after their first tear introductory offer but they won't answer. Just get a load of waffle. Anyone else had this problem?

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Answers (6)
Report this content gillytom Written on: 03/06/2014
I was on auto renew with AA and always rang them to challenge why the renewal was so expensive compared to new customer prices. They used to match the internet prices after a bit of discussion but now seem reluctant to do so. So I now change each year from AA - RAC - AA etc - getting the best quote online and then also getting cash back from Quidco. We shouldn't have to do this and it really annoys me (especially as I never claim!) but you have to play the system to save lots of money. Loyalty doesn't count for anything - even though they claim to offer special benefits to loyal members. Hope this helps.
Report this content khizerharoon Written on: 03/06/2014
They don't give a price because if the customer has a better price from another breakdown company they would try and beat that. Not worth renewing, go to a cash back side and signup as a new customer
Report this content Voodoo_H Written on: 03/06/2014
i wouldn't use them period, you can get similar cover cheaper elsewhere. They are no way the premier breakdown recovery service they might once have been but are still happy to charge extortionately premium prices, and even then having cover doesn't mean they will actually bother to turn up. Try Green Flag or the numerous other recovery companies out there.
Report this content Voodoo_H Written on: 03/06/2014
i wouldn't use them period, you can get similar cover cheaper elsewhere. They are no way the premier breakdown recovery service they might once have been but are still happy to charge extortionately premium prices, and even then having cover doesn't mean they will actually bother to turn up. Try Green Flag or the numerous other recovery companies out there.
Report this content golfdave Written on: 04/06/2014
Thanks for your reply. Will definitely look for other companies. Cheers
Report this content Devils_Advocate Written on: 02/08/2014
I believe its because your quote will depend on how many times you have used the service in that first year. Similar to how car insurance works, so the more claims or in this case the more times you call out roadside assistance the more your quote would be for the following year. This is why they cannot tell you in advance exactly how much your next year will be until about 4-6 weeks before your renewal is due.
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Asked by Patmoon70 on 12th December 2013 Report this content
How long do I have to wait and do I get compensation if longer?

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Answers (1)
Report this content glenc Written on: 12/12/2013
I'm pretty sure that in their Policy documentation they don't make any firm promises on how long it will take to get to you if your car has broken down. This would also mean there's no penalty, as there's no contractual target.
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