AA Insurance Reviews 

Extremely disappointed with the level of service I received. What should have been a straightforward pre-approval process turned into a frustrating and drawn-out ordeal. I was constantly chasing updates and had to act as the go-between for my GP and the insurance assessor — something that should have been coordinated by the insurer directly.

There was a clear lack of communication, accountability, and urgency throughout the process. At no point did I feel supported. I expected a much higher standard of care and responsiveness from a health insurance provider, particularly during a time when dealing with health concerns should have been the priority — not navigating red tape and delays.

This experience has left me with serious doubts about the reliability of this insurer when you need them the most.

First time insuring with AA lot of questions to answer but same with all insurance companies. Hope I will never need to claim but if I do AA is a well known name

Took almost 3 weeks for a very basic claim, only agreed to pay less than half, no proactive communication and typically 4 working days to follow up to my emails, no single person to deal with so you never know which random you're going to have to re-explain the story to, their long delay in approving my claim meant I had to choose a repairer who wasn't as good because I had to assume I'd have to pay it all myself (I suspect this is their strategy), from the first phone call it was all about them trying to minimize the payout, and they even made it my problem to try and find out who had done in the original plumbing in a house I bought so they could try and claim back money. What the heck have I been paying the for all these years. Will probably switch to another provider soon as I have for many of my other insurances already.

Car to go back for a third time for same repair , they don’t follow anything up, no checking on their repair or agents they use, drive of another hit my wifes but aa says she is at fault ! They made us pay the excess, radio doesn’t work now , reverse camera doesn’t work , they don’t return calls , they make you go to the airport to collect a rental car, they say a $1000 or $2000 bond was required , after refusing to pay they booked a rental car but I couldn’t collect for 3 weeks , car was then with them for for a further 3 weeks ,came back with a boot full of water due to improper repair, went back they repaired again , and same week boot fulled with water again. Now they are avoiding getting in contact .. stay clear of AA insurance

Undervalued my car and now want me to pay for there mistake or pay out the ridiculous value they had original made up. The customer service team are rude and the complaints team even worse. Will be moving all my insurance policie to a different company would suggest others do the same given my recent experience.

No customer relations at all obviously do not want to retain customers
A complaint lodged and escalated to an internal resolution specialist
What a joke 🙄 no communication skills ,didnt even try and negotiate a resolution so off to ombudsman and probably court ,lost a 20 year customer

The website would not work to either update my contact details, or sum insured. It tried to force me to pay by credit card which I refuse to do-it should have an internet banking option link! AA has removed the multi policy discount which is a slap in the face for being loyal. Now there is no reason for me to keep using AAI, I am extremely disappointed and disgusted where I used to hold AAI in high regard. Goodbye.

I have been a loyal member of AA Insurance for nearly 18 years, currently holding four active policies with you. In the earlier years, I greatly appreciated the efficiency, professionalism, and support provided by your customer service—particularly during the claims process. Unfortunately, over time, I have observed a marked decline in both the quality of service and the overall claims experience.

In recent interactions—especially during high-stress situations such as natural disasters—I have found several of your customer service agents to be curt and lacking in empathy. During such challenging times, clients are already under significant strain, and a calm, compassionate approach is not only appreciated but expected.

More concerning, however, is the growing tendency to deny claims under the generalised rationale of “wear and tear.” While I fully understand that natural depreciation must be considered, it seems this explanation is increasingly used as a default response, rather than being carefully evaluated against the specifics of each case.

A recent experience has further cemented my concerns. Approximately three weeks ago, I reported water ingress through a downlight in my toilet ceiling. A team was sent for a temporary fix, and I was assured that the problem would not recur until a permanent solution was implemented. Yet on 9 May, the issue repeated itself—proving that the temporary fix was inadequate.

To make matters worse, it has now been over three weeks and your assessors have yet to take meaningful action on my claim. Had this been addressed promptly—when first reported—the subsequent water damage could likely have been avoided. This delay and lack of urgency are, in my view, unacceptable and reflect poorly on your service standards.

As a long-standing customer, I find this level of service deeply disappointing. I expect a timely response, the prompt resolution of my claim, and a serious review of both your customer service practices and claims handling procedures.

AA insurance supports sexual predatory rapists and targets victims of sexual crime - if you are sexually assaulted by one of their repairers , after your car is repaired with them - they will cancel your policies (car and home) literally saying to you it is due to "you accusing our repairer of sexually assaulting you" , even if this was done on film and they shared it across metadata. Warning to any sexual abuse survivor to stay clear from AA insurance

They did not payout on claim and instead offered me a settlement. leaves a bad feeling about dealing with them and hard to trust them going forward.

License to print money. Agreed car value goes down by 50% in a year, excessive but expected through depreciation yet the policy goes up. So effectively more money for half the cover, and in NZ that doesn't even cover personal injury.
Cha Ching Cha Ching Cha Ching.

This company put finance way above care for customers. Our no fault accident (we were ploughed into by a car when the driver fell asleep at the wheel and our car was written off) then having to fight for an extension of the curtesy car, which you are only given for 5 days after accepting the intrim offer. If you don't accept you lose the curtesy car immediately. So much pressure after a bad accident, injuries and the need for a car for work, being self employed. So unhelpful and uncaring.

AA Insurance take an extraordinary long time to get a quote from (it's never as straight forward as getting it from their website) and you spend a very long time on the phone. Then once you have the quote and wish to proceed with the insurance the quoted premium is far lower than the actual insurance premium ends up costing.

When you question why the premium cost is so different to the quoted cost you get some BS lip service about how until the actually confirm the policy things can change (in my experience close to 20%). By which time you have invested SO MUCH time dealing with them that most people probably go ahead because of time constraints or fatigue (from going through the quote process!)

My advice is to shop around, AA may appear to be cheaper in their quotes but often they are not ans are probably more expensive.

This is a first class scam company that is seriously tarnishing New Zealand and the people. How can the government allow this disgraceful conduct.

This is fraud at best.

AA Vehicle Inspection booked. AA cancelled when on site as there was no "flat" "private" area to park the car which is stipulated in terms and services. Being based in another city with three way communication with unrelated third party being owner of vehicle on hand. I found AA less than useful - useless. The other party offered to move the vehicle to a suitable location though the inspector brushed him of and left immediately - taking our money with him.
The inspection did not proceed.
On calling the AA offered no solution, no refund and just "sorry" this is our policy. Being a customer of 40 plus years this was disappointing - lack of Goodwill. Be wary of the AA fine print - they are happy to take your money and run.

Dirty and disgraceful conduct from AA insurance. AA was my car insurance company at the time of a very threatening phone call from them after my van was rear ended and then repair by AA. They said they had witnesses stating it was me that cause the woman to smash into the rear of my van. I stood my ground during this crazy manager threatening me. The so called court case never saw the light of day. AA insurance SHAME ON YOU for trying to intimate your customers. Never recommend this disgraceful company.

I was promised a refund on the vehicle pre-inspection I paid for and cancelled within the refund window. It has been over a month and I am still chasing this refund! They took my money immediately and now I am having to jump through all sorts of hoops to get it back. I phone and am promised callbacks that never happen. It's ridiculous. I've chased it up twice since the initial request and will now need to contact them a third time.
Based on this I will never again use their services nor will I recommend to anyone!

Took out house and contents insurance with AA Insurance. When I took out this policy the salesman on the asked me if I wanted to insure our in ground fibreglass pool and how much I wanted to insure it for I said not sure around 80k he said how about 120k and set it for that. In June the pool got washed out due to heavy rain and the side collapsed. We had partially drained because we were going to take care of some maintenance on this. When we went to claim on this they were automatically looking for excuses to get out of it. As this is a 1970 pool there is no overflow drainage on this pool. So they automatically started to blame this on hydrostatic pressure. Then refused to cover it. So we made a complaint and this went to higher level. They sent an assessor and a engineer to access this . Of which when received had all these possible and likely causes for this and had a some of 60k in payout on this of which is 1/2 of which it was insured for and still refused to cover it. The isn't the problem. It is the princible behind this that gets me. They were happy to take my money and then invest that for more but honestly were never going to honer this in the first place and if they were only had intensions to pay 1/2. The actual cost to replace this pool is over 120k. They took my money and then had no intensions to pay it's worth in the first place. This is a corporate rip off and out right greed. These people just take our money and invest it for more with no intensions to honer it. I could take this up with IFSO but just like the assessor and engineer get paid by them and are not in anyway independent to them which automatically make them bias to the side that pays them.

They are just a scam, will wait for months to reply on your claim and then will decline, giving you just a random code. You can make complaints or call them, no help.
Better to go with someone else.

AA insurance is a double tongue and worst company, deceitful in speech. Paying $1000 for car insurance but got nothing back, they try to find many many reason and keep speaking nonsense when things it’s happening, they trying not to pay for the fees of car repairs. Honest advice, do not waste your money on this company they not gonna cover anything if something happens.