Lyndsey Kitson's community profile page

Write a review

Viewing profile for,

Lyndsey Kitson

Total reviews written

Helpful marks given to their reviews

Times reviews seen

All reviews (1)

Review of the AA, Car Insurance:

View on product page

Good until you need them....

I took out my AA car insurance policy with a courtesy car add on via a price comparison site. Decided to pay that little bit extra for the reputation and service I thought I would be getting. All good until I was involved in an accident and I was told that no courtesy car was available to me on my policy. I rechecked and on the summary there was a courtesy car included so I rang them...apparently on page 21 of a 56 page policy document it states that if your car is deemed a write off no car is provided. Firstly this is concealed so well and not made clear, that you also have to purchase a hire car add on in addition to a courtesy car in the even of a write off. Secondly how can they accurately know this in the event of a phone call reporting a claim? In my mind until an engineer has inspected the vehicle it hasnt been deemed a right off. When I contacted them no decision had been made as the engineers hadnt even looked at it (nearly a fortnight later) So its a losing situation as you can't get paid any money for your car until a decision is made. They also told me I wasn't covered for personal possessions (mobile phone) and when I read through all the small print it said I was covered. I rang them again and suddenly I was covered, only after I quoted the policy page number. It took nearly 6 weeks to get a decision on my car valuation from start to finish and I still wasn't able to replace it with a like for like vehicle. Surely I should be able to get the market value of the vehicle written off in order to purchase a direct replacement? I waited another four weeks after I rejected the first offer they gave me. Only after 2 weeks did someone tell me that I could receive an interim payment for my car. This involved a ten working day wait as well from requesting this. I naively thought it would be that day or the following day at the latest. I struggle to comprehend how none of the other 3 staff members I spoke to disclosed this? None of the departments seem to communicate with each other or to me and it's impossible to speak to a manager or similar. They refer you to complaints who only contact you once with a phone call. If you miss that one that's it for a few weeks. I am a nurse so was with a patient when they called. Eventually I had a call from someone a good three weeks later but he was unable to provide any sort of resolution or reassurance surrounding my concerns. I ended up having to pay to hire a car to get to work, could only afford one week so this was unnecessarily stressful in an already stressful situation post accident. In summary, this has left me out of pocket by around £3000 in total and nothing I had accounted for in the current financial climate as an NHS worker and lone parent. Reviewed on: 18th February 2023

Lyndsey Kitson

1 user marked as helpful

We are helping 1000s to make smarter financial decisions

We use the power of consumer reviews to help increase trust and transparency in financial services and to deliver industry leading insight and events.