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Policy changes, documents, claims and FAQs

We're here to help you

If you're not sure about something or have a question about your policy, check our FAQs below.

Our chat team are happy to help when the call centre is open – look for their pop-up below.

It'll help us if you have your policy number to hand.

To discuss your car insurance, change your car or add a driver, call us on 0370 533 2211.

You can find our call centre times below.

Let us know if you've changed your name or title, or noticed a mistake.

Tell us if you've moved house or your address is incorrect.

Tell us your new phone number or if your number is incorrect.

Tell us if you've changed jobs to make sure your cover is still valid.

Ask us to change your vehicle or make another change to your cover.

If you have a question about your cover, get in touch using our form.

Your frequently asked questions

Depending on how you said you'd like to hear from us, you'll receive your policy documents either by post or email.

If you chose to receive your documents by post, they should arrive within 5 to 7 days of purchase.

If you chose to be contacted by email, you'll receive a confirmation email shortly after purchase.

The email contains a link to create your account, where you'll find your insurance documents. They should be available 24 hours after purchase. After you set up the account, you can log in and view your documents anytime.

If neither post nor email has arrived yet, check your email junk folder, or contact us via chat.

If you need a replacement set of documents, contact us via chat.

When you opt to pay for your insurance by monthly instalments we’ll take an initial deposit by card, then the rest of your payment will be made in 11 monthly instalments by direct debit.

You can see the dates of the instalments in the Credit Agreement sent to you by email or post, depending on how you said you’d like to hear from us.

If you want to change your direct debit date, or you've missed a payment, call our instalment team on 0344 871 0096.  Lines are open Monday to Friday 9am to 5pm.

Opt in to automatic renewal

Automatically renewing your policy gives you the reassurance of continuous cover. You can opt in to automatic renewal any time after purchasing your policy.

We'll send details of your renewal before your policy expires, and you'll have plenty of time to contact us if you want to make a change.

To choose automatic renewal, call us on 0330 053 0239.

Opt out of automatic renewal

You can also opt out of automatic renewal any time after purchase.

Either fill in our opt out of automatic renewal form , chat to us or call us on 0330  053 0239.

If you have a Silver, Gold or Platinum policy, log in to your account and follow the link to 'Manage, view and renew' to opt out.

We'll still send you a renewal invitation when your policy is due to expire, but it won't renew automatically. Don't forget - it's a legal requirement to have car insurance unless your car has been registered as off the road.

Our comprehensive policy allows you to drive other vehicles with third-party cover unless it's specifically excluded by your insurer. If this is excluded, we'll have told you about this when you got a quote.

Your current Certificate of Motor Insurance will confirm whether you can drive another car which doesn't belong to you.

There are conditions that apply to this benefit, so check your policy booklet for more details.

Second car

Although we don’t offer a multi-car policy, we can give you a  quote for a second car.

We're here to help 24 hours a day, 365 days a year

If you're unfortunate enough to have an accident, injury, loss or damage - whoever's at fault - AA Accident Assist are ready to help.

To  make a claim , call us or  report online or on the app.

You'll need to have your policy number handy – you can find it on your Statement of Insurance/Fact.

When you contact Accident Assist , your claim advis e r will help you through every step of the claims process. Then, once the incident report has been completed, we'll arrange repairs to your vehicle or pass you to your underwriter to continue the claim.

We'll  keep you up to date on how your claim is progressing.

Car insurance claim help

Before you get in touch, read our advice about making a  car insurance claim .

Courtesy car

A courtesy car is available with comprehensive cover. Following an accident, you'll get a courtesy car while yours is being repaired.

Where to find proof of your no claims discount

New customers

When you get a car insurance quote, we ask how many years' no claims discount (or no claims bonus) you already have. This information can be found on the cancellation notice or last renewal invitation from your previous insurer.

To validate your policy after purchase, we may ask for proof of the discount  you've earned.

You can send us a copy of the renewal or cancellation notice, or a letter on headed paper from your previous insurer.

The document must be dated within the past 2 years and can't be used for another vehicle. You'll also need to tell us about any gap of more than 30 days between your previous and the new AA policy, including claims or convictions.

You can either email or send the document to us:

[email protected]

Q3 Quorum Business Park, Benton Lane, Newcastle upon Tyne, Tyne & Wear NE12 8EX

The document should show:

When we receive this we'll acknowledge the proof of your no claims discount. If we need more information, we'll make sure you have enough time to provide it. In the meantime, your AA car insurance policy will remain active.

Existing customers

If you already have car insurance with us, the number of years' no claims discount is on your Statement of Insurance/Fact. You'll have received a copy at purchase or renewal, either by post or in your account .

If you need a replacement Statement of Insurance/Fact, log in to  your account  to  print a copy or contact us via chat.

If you cancelled your policy before the renewal date, the number of years will be on your cancellation letter. Otherwise we can't send proof of your no claims discount until your policy has ended.

If you have comprehensive cover, then windscreen cover is included. We cover the windscreen, sunroof and the remaining windows. Your no claim discount isn't affected by a windscreen claim.

To get a windscreen replacement you’ll need to pay the excess for glass damage on your Statement of Insurance/Fact. There may be an excess to pay on a windscreen repair - check your policy documents for more information. 

Book an appointment to make a glass claim and arrange a repair. You'll need your policy number, the policy start date and the name of the insurer. You can find these on your Statement of Insurance/Fact.

As an AA car insurance policyholder, you can drive anywhere in the EU, and in several other European countries. 

Check your policy documents for more details on your level of cover. 

You can find out more on our advice page for  driving abroad in Europe , or contact us via chat.

When you log in to your account , enter the email address and password that you used to set up the account – remember the password is sensitive to capital letters.

If you've forgotten your password, use the  Forgot your password?  link to create a new one.

If you think your login details are correct but still can't access your account, contact us for help via chat.

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0330 053 0228

Lines are open Monday to Friday 8am to 7pm, Saturday 9am to 5pm.

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0330 053 0322

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0370 533 2211

Lines are open Monday to Friday 8am to 7pm, Saturday 9am to 5pm.

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