“I had one of the worst customer service experiences I’ve ever encountered with Rangiora AA insurance yesterday 7 March 2024.
My 85 year old mother needed to change her house insurance ( it was supposed to be in place but we found out her last visit to AA, when she chose to go alone, hadn’t resulted in getting the landlord insurance policy that was needed, despite a quote already being there for it. She sometimes gets muddled and forgets and needed my help today. I arranged with her to call me when she was with Grant, the insurance agent( as I was at home sick) - so I could explain the problem and we could sort out her insurance.
I called her when I didn’t hear and asked if I could speak to Grant. He reluctantly took the phone but refused to discuss anything saying he was dealing with my mother. I tried to explain that she gets confused but he wouldn’t listen and stated he was hanging up and did so.
When I questioned my mother later as to why she hadn’t called me as planned at the start of the consultation she said Grant took the phone off her. She said “ I need to call my daughter” but he Wouldn’t let her.
This is disgusting. I am incredibly disappointed with this treatment and would never recommend this company.”
“AA is a RIPOFF!
Totally overpriced, 20% more expensive than others and absolutely no appreciation of loyal customers. I have been with AA for 10 years with no claims and just had another 20+% price increase 😡
Not impressed.”
“Time to renew our policy - we expected a rise in premiums but 50% increase was unexpected . Tried to renew as sum insured - an amount we are comfortable with (which is the reason we moved to AA two years ago) but told NO. You need to insure for a higher amount or go elsewhere... thanks AA will take our business elsewhere.”
“I had an incident in 04/2023 (I caused a scratch to the other car who was insured with Tower). Tower contacted AA and I made a claim, then I paid my excess ($500) in 07/2023. But AA didn't pay Tower and Tower sued AA in 02/2024. I received a letter from Ministry of Justice in 02/2024, which asked me to attend a teleconference hearing because Tower hadn't received money from AA. I called AA to ask why I paid my excess but I still received the letter from MOJ, the first agent said "I don't know". Of course that agent didn't know but they should have said "We will check" instead of showing a defense attitude like that. Then she transfer my call to another agent and the second agent confirmed with me that AA paid Tower on 16/2/2024 (after receiving the letter from MOJ). I again asked why it took so long, the incident was April 2023 and I paid my excess I July 2023. Again the second agent said "I don't know". What hilarious! AA trained their staff to answer customer in a very irresponsible way. The second agent told me to send the letter from MOJ to them then they will check and let me know what I should do. I know that I don't need to do anything, but I did send the letter to them and it's been four days now I haven't received any reply yet. I do want to sue AA for causing me mental pressure and time wasting. Who wants to receive a letter from MOJ all of the sudden which requires you to attend a hearing?”
“23/02/2024
I spoke to an agent (female) who was either pacific island or foreign, anyway she was very rude, unprofessional and unhelpful. She spoke with a "matter of fact" attitude and very opinionated.
The only opinion that I needed from her was a helpful and professional one. She needs to look for another job because she doesn't have what it takes to be a CSR.
Appalling!”
“I was there on 20 feb 24 at around 11 am,we are going for real-me verification the old lady talk to us very rude not helpful and the way that she talk to us make me disappointed so much if there is another place to do it i won’t go there anymore.”
“AA had me stuck in Whanganui with no way to get home because I was 93km away from home rather than the cut-off of 100km. I am in Whanganui with 3 grandchildren, a dog and my wife. The manager was due to phone me back in 15 minutes - it's been 5 hours! The car will be towed home (as long as it's under $800) but we have to look after ourselves because we are 7km short! I have been with AA+ for ten years. No claims. When I needed their help now, they didn't seem to care. Ask yourself - is it worth the extra? Me? I don't know how I'll get back home with my grandchildren.”
“We had to cancel our overseas travel plans due to my mother developing serious health issues. She had been living with this health issue and managing it successfully for 3 years prior, so there was no concern regarding this at the time we made our plans and took out the travel insurance, a year prior to the actual trip . We applied to AA for reimbursement of the payments that we could not get back from the Cruise booking. Everything else we managed to get back due to our own efforts. AA flatly refused our refund due to 'a close family member having a serious health issue'. Such rubbish and an absolute copout . We have a number of our private insurances with AA but will now cancel them all. Dishonest company. We will be applying to the insurance ombudsman for assistance. Do not take out travel insurance with AA.”
“Worse companie ever did nothing but take my elderly parents money, provided no help with informing them what they were actually covered for or how to claim. The company left them with a false sense of security and failed to give reimbursement when they lodge their claim
DOES NOT DESERVE 1 STAR”
“They will only support you unless you need them!
We bought a travel insurance from them. the flight dates were somehow input wrongly which weren’t matching our flight tickets dates (both insurance and tickets were bought on the same day).
The flight agency which turn out to be just like our insurance company canceled our flight 3 days before the flight.
We had to buy new tickets which cost us 2000$ more.
We called AA and told them what happened and while it was crystal clear from our evidence that the input dates of the insurance were wrong, they used that against us and ignored our claim.
The worst part was that they were quite rude and weren’t even sympathetic with us that showed their true self.
We canceled all our other insurances with them right away!”
“Been with AA for 14 years have water damage and tried to claim, to be told excess 1000 wrongful amount and found the guy rude so canceled all my policies and have found a better company. It seems they pen push on water damage.”
“45 mins on phone getting trailer insurance to be told that they don't insure trailer with crane fixed. After I explained all up front. 3 policies for years - gonna change”
“Contents insurance full of clauses and not really content inaurance.
Robbed us slowly of what we thought we would be insured for.
No desire to meet half way or anything.”
“Could not be worse. Had sudden water damage, they refused to send an assessor and have flip flopped literally 6 times over whether they will cover the claim (even though their own contractor has said its definitely sudden water damage). They refuse to even tell me when they will make a decision or how they will make a decision. Not only that but they told their builder to put all the work on hold so the walls and framing are being left wet, increasing the damage to my house.”
“Bought a car brand new off the lot 10days later we get side swiped by someone. Car is a written off as a total loss and the other party's insurance assumed 100% liability. The problem I have with AA is they kept my 12month prepaid insurance as a premium even though it wasn't my fault. If it wasn't my fault why am I paying anything at all? AA should be recouping all costs and expenses from the other Insurance company that claimed liability. I didn't ask to be hit in my car. AA you're supposed to represent your customers not line your pockets with our money. I have since gone with State Insurance.”
“Actually I would like to give zero star to AA .
I had some issues with AA . When I called AA 2 times for my car , but it didn’t work at all . And they haven’t gave correct diagnoses for car problems. They just changed battery , but still same situation. Then I decided to bring my car to the mechanic shop by AA’s towing. So I booked the towing 5days before at AA . They confirmed that time and the day in the morning. And also they recommended the best time to book towing before the starting the traffic.so I booked at 3 pm that is according from AA.
But at that day they didn’t come on time . Finally I called AA to ask the situation . they said they can’t come or might come evening because of busy situations . if they come in the evening, the mechanic shop will be closed.
I already booked the mechanic shop for it and arrange my schedule also.
It was not acceptable situation.”
