Do you actually have a claims department?

I changed my insurance broker of nearly 10 years after hearing about the great premiums and service received with the AA - and why wouldn't you move right? The AA is a national staple.

Sadly this experience has been watered down. After receiving amazing service in the signing up phase - they were very eager to take my business, a mere cellphone damage claim has been nothing short of dismal.

In December 2017 I dropped my phone and damaged the screen, speaker and rear cover. Nothing new there - it happens. I tried to log a claim, but this took nearly a week for anyone to send me a claims form. The AA website doesn't offer any help as it has been in a "holding pattern" for months now, too.

After submitting the claim form along with any supporting documents, like a repair quote and replacement quote as requested, the communication simply stopped. Calls go unreturned and emails never get answered and no one seems to know who to speak to or what to do.

Turns out, AA Insurance facilitates claims via Oakhurst Insurance, which if you do a quick search on Hello Peter, appears to be the worst insurance brokerage in the country. Even the 5-star positive reviews seem to have been forced upon the call centre staff to help fix its broken image...

While my complaint may seem petty in comparison to a few others, my concern is this - what happens in the event of a larger household or motor claim? If this is any indication of how claims are handled, I'd rather pay more in premiums to a private broker where the piece of mind is worthwhile.

I have lost all faith in both the AA and Oakhurst and will be approaching the Ombudsman in due course.