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Yunus Yildiz

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Review of the AA, Car insurance:

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After being involved in a non-fault accident, my exp...

After being involved in a non-fault accident, my experience with AA Insurance has gone far beyond poor customer service — it has become a case of potential consumer rights violations, data protection breaches, and failure to comply with basic principles of fair treatment. On 12 March 2025, AA Insurance issued me a written letter (sent via recorded delivery), confirming various forms of support. Among their offers were: • No excess payment • A suitable replacement vehicle delivered to me • Free pickup and delivery for repairs • A dedicated aftercare team • No impact on my No Claims Discount • No forms required, everything handled over the phone • A like-for-like replacement vehicle: specifically offering an AUDI RS7 TFSI V8 QUATTRO AUTO or equivalent, at no cost to me • £35.60 per day rental coverage if the exact model was not available • Vehicle repairs arranged at one of their approved garages, with warranty compliance Notably, this written offer did not include any statement that services were offered “without prejudice” or “not an admission of liability.” However, after I raised concerns regarding the contradictory handling of my case, AA responded via email by saying: “We offer services, such as hire, on a without prejudice basis to mitigate the claims costs, however this is not an admission of liability.” This is a retrospective justification that directly contradicts the initial letter — raising serious concerns about fairness and transparency. This Process Contradicts the Following Laws & Regulations: 1. Consumer Protection from Unfair Trading Regulations 2008 Section 5(2): “A commercial practice is unfair if it omits material information or presents it in a misleading way, affecting the consumer’s decision-making.” Comment: AA initially made clear promises, only to later alter the terms and revoke services. This constitutes misleading commercial conduct. 2. Consumer Rights Act 2015 Section 49 – Reasonable Care and Skill Section 50 – Binding Information Commitments made before or at the time of a contract are binding if relied upon. Comment: AA’s letter was clear, detailed, and specific. Their later denial of liability is incompatible with Section 50, which binds businesses to uphold the representations made. 3. FCA Principles for Businesses Principle 6 – Customers’ Interests Principle 7 – Communications with Clients Comment: Both principles require honesty and transparency. AA’s change of position and post-facto denial of responsibility violates these standards. 4. UK GDPR & Data Protection Act 2018 AA also admitted contacting my personal insurer without my consent — all while saying they were “awaiting further response from your insurer” and not offering any service. • Article 6(1)(a): Requires explicit consent to process personal data. • Article 5(1)(a) and (b): Lawfulness, fairness, and transparency in processing. • DPA 2018: Prohibits third-party data sharing without lawful justification. Comment: I invoked my rights under GDPR and requested a copy of any shared information. My request was ignored. Instead, I was told: “We have every right to contact your insurer, we don’t need your permission.” This raises serious data privacy concerns, and I have reported the matter to the Information Commissioner’s Office (ICO). Final Note: When I asked AA for further clarification regarding their abrupt reversal and denial of liability, I was told: “A new information came to light.” No explanation was ever provided Conclusion: • AA promised support, then withdrew it without cause or explanation. • They refused to let me clarify the status of my business-use vehicle. • My personal data may have been shared unlawfully. • They ignored my lawful Subject Access Requests. • They contradicted their own written commitments. This experience has been marked by inconsistency, opacity, and potentially unlawful practices. I am sharing this review to ensure others are fully aware before engaging with AA Insurance. Protect yourself — document everything, and seek legal guidance if needed. Reviewed on: 22nd April 2025

Review of the AA, Home Insurance:

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Ongoing experiences with the insurer of the at-fault...

Ongoing experiences with the insurer of the at-fault driver. no clarity, no support, no fairness. After being involved in a non-fault accident, I contacted AA Insurance to report the incident and request assistance. What followed was a deeply frustrating process filled with contradictions, a lack of communication, and zero transparency. Initially, I was asked whether I had “access to another vehicle,” which I reasonably understood to mean access to any personal or shared car (e.g., a sibling’s,friend’s vehicle or even could be neighbour’s vehicle) so I replied “no.” They provided a vehicle that did not match the agreement and left me dissatisfied, while leading me to believe it was only a temporary solution. Later, I was asked whether I have another vehicle, to which I answered honestly that I have a business van. Based on this, AA immediately withdrew all services without giving me a chance to explain or clarify anything. And the hire vehicle was taken away from me asap. The agent used the exact words: “We retract all services immediately.” I tried several times to talk that the business van is not suitable for personal or family use, but I was cut off, ignored, and completely dismissed. Even the call recording proves this — I can be clearly heard saying: “listen to me,” “I want to talk,” “Stop being clever, I want to talk,” “Ok you understand me but I still want to talk,” and “Why did you call me if you’re not going to listen?” But yet the agent cut me off all the time. The agent’s decision to treat my business van as an alternative vehicle, without giving me any opportunity to explain, has left me without a car since the date (10/03/2025) of the accident and has had a significant impact on my daily social life and has resulted in both financial loss and emotional hardship for me. As anyone working in the insurance industry should know, a business van is neither legally nor practically an alternative to a personal vehicle, and it comes with restrictions for private use. •Was the agent unaware of this? •Was the agent indifferent to the inconvenience and distress this caused me? •Did the agent simply not care about my situation? •Did the agent make this cancellation decision personally? •If I had told the agent that I owned an electric scooter, would they have considered it an alternative means of transport and still decided to “retract all the services”? •Did the agent record in the system that I have a business van, or did the agent noted it as an alternative vehicle — as the basis for the “we retract all the services” decision? The call recordings clearly confirm this unfair treatment — I was not allowed to speak, explain, or clarify. I was silenced before I was even heard. No fair opportunity was given to explain the nature of the van or why it couldn’t be used as a personal alternative. In legal terms, denying a customer the right to be heard violates the fundamental principle of natural justice — audi alteram partem. Not only did the agent refuse to listen to me, but I was also firmly and insistently pushed toward using my own insurance. What’s worse; later, AA claimed that I voluntarily refused their services and declined the arranged inspection — a claim that is completely contradicted by the actual call recording. This was not just poor customer service. It was a complete breakdown of fairness, clarity, and responsibility — handled in a way that created avoidable stress and disruption during a time when support should have been provided. The email I sent to clarify this issue and request an explanation regarding the conduct of the AA agent was left unanswered and completely ignored. I will continue to share my experiences throughout this process to help others be cautious when dealing with this insurer. I wish I could give a zero star or even less. Reviewed on: 20th April 2025

Review of the AA, Car insurance:

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Disappointing Experience with AA Insurance Caution...

Disappointing Experience with AA Insurance – Caution Advised On 10 March 2025, I was involved in a car accident where the other driver admitted fault, and the incident was reported to their insurer, AA Insurance. Subsequently, I encountered significant issues regarding the provision of a replacement vehicle. My vehicle falls under the P8 category, and I was presented with two options: 1. Accept a P4 category vehicle along with a £200 payment. 2. Receive a P8 category vehicle equivalent to my own. I chose the second option, opting for a vehicle comparable to mine. However, AA Insurance later claimed that I had agreed to the first option, which was not the case. This misunderstanding led to a dispute, and as a result, all services related to my claim were halted. Since the date of the accident, I have faced considerable inconvenience and distress. I am actively exploring all legal avenues to address this situation. For those considering AA Insurance or dealing with them due to an incident, I strongly recommend the following: • Do not rely solely on verbal agreements. • Request written confirmation for all communications and agreements. • If possible, record phone conversations using your personal device, ensuring you inform the other party of the recording. This advice also extends to interactions with AX, the car rental company affiliated with AA Insurance. In summary, I advise exercising caution when dealing with AA Insurance and ensuring all communications are well-documented to prevent potential disputes. Reviewed on: 16th April 2025

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