If someone contacts you unexpectedly and asks you to pay an excess, it's important to stay alert because we’ve received reports of scammers trying to impersonate AA Insurance. If you ever feel uncomfortable or unsure whether you're speaking with us, don't provide any payment details or personal information until you've verified who you're speaking with.
If you’ve made a claim and need to pay your excess, you can rest assured that we have strict customer identification and verification processes in place which we’ll run through before discussing anything about your claim or taking a payment. For example, we’ll ask you to confirm who you are to ensure we’re speaking with the right person and in turn we’ll confirm details of your claim. If, however, you’re receiving a cash settlement for your claim, we’ll typically deduct the applicable excess from your settlement so you won’t need to make a payment to us.
Please note, we’ll never ask for cash to pay an excess or for you to provide your details if you aren’t comfortable. If at any point you’re not comfortable, would like to verify your details or verify that you’re speaking with us, we can send an email to the address you nominated when making your claim. Alternatively, you can call your Customer Manager back to verify our details on 0800 500 216.