My email to the Automobile Association
In full:
To: MemberRelations@theAA.com
Cc: ixion@ixion.org.uk
Content-Type: text/plain; charset=us-asciiHello Member Relations
I was recently told that the AA now routinely charges its members for vehicle recovery following an RTA, so I emailed your Customer Services department for clarification. Their reply is below, along with a suggestion that I contact you at Member Relations if I want to discuss this further.
Firstly, can I point out that I have been an AA member for nearly ten years, and until now I have been largely satisfied with the service I've received from the organisation. However, I will not be renewing my membership when the current period runs out, simply because of this policy that you now have.
As a motorcyclist I feel that I'm particularly vulnerable to requiring the use of a recovery service after an accident. A slow-speed collision between two cars may result in nothing more than some chipped paint and a dented wing - on a bike a similar collision could easily result in the vehicle being unrideable.
I also find it very hard to believe that it is now official AA policy for members to call their insurance companies "in the first instance" after an accident. Surely this is what I pay my AA membership for -- so that in the event I need help from your company then there's a call centre available. Your adviser also says that "If your insurer is happy for us to recover the vehicle, we will do so". What if my insurer is *not* happy with that? You'll leave me stranded by the roadside? That's not what I call good service.
You call yourself "the fourth emergency service" -- imagine if the more conventional emergency services also recommended that you contact your insurers in preference to them. Even though the NHS regularly recovers the costs of ambulance attendance at RTAs from motorists, I've yet to see hospitals putting out announcements telling injured people to call their insurers first of all.
In short, I think your policy is cynical, exploitative, and particularly anti-bike. I'll be taking my business elsewhere in future. Please note that this email has been cc'd to ixion@ixion.org.uk -- an internet mailing list for hundreds of UK-based bikers, many of whom are currently AA members. I seriously doubt many of them will still be so in the future, though.
Regards
Iain Tatch
On Wednesday, July 30, 2003, 2:58:30 PM, theaa.com Customer Services wrote:
Your enquiry has been logged against the above Service Request Number.
Dear Mr Tatch
Thank you for your e-mail.
I can confirm that in the event of a road traffic accident, we would always recommend that you contact your vehicle insurer in the first instance. Many insurance companies do have preferred recovery agents for use by their policy-holders in such situations.
If your insurer is happy for us to recover the vehicle, we will do so. However, this will incur a charge as per our terms and conditions (please see extract below).
The Automobile Association Personal Membership General Terms of Contract
13. In the event that you require vehicle recovery following a road traffic accident, the AA can, if you require, provide this for you but will not be responsible for meeting the costs involved. If the AA does agree to provide recovery in these circumstances you will be responsible for, and required to pay, the AA's charges for this service (including, but not limited to, any charges relating to any specialist equipment used). In the event that, following a road traffic accident, you require one of the additional services available under Relay Plus (and you hold Relay Plus cover), the AA can arrange this for you but will not be responsible for any costs involved. You will, therefore, be required to pay on request any applicable charges. In regard to all matters referred to in this clause, you must give the AA, on request, any relevant information it reasonably requests.
If you would like to discuss this policy further, please contact our Member Relations department either by:
Telephone : 0845 607 6727
E-Mail : mailto:MemberRelations@theAA.com
Post : The Automobile Association Member Relations
Fanum House
Basing View
Basingstoke
RG21 4EAIf there is anything else I can help you with, please just ask.
Kind regards
Jane Atkinson
Internet Support Advisor
www.theAA.com
0870 6000 371
