Auto Aid changes t&c no longer "pay & reclaim"

[martint123]

ISTR Autoaid changed hands last year. I renewed a week ago and got paperwork emailed rather than posted and attached was a new policy document - Interestingly, "pay and reclaim" has gone away.

With immediate effect you are no longer required to pay for the breakdown assistance services provided by this
policy and then reclaim them from AutoAid.

[Gaggsy]

You are right.

I had a breakdown in October/November 2016 and didn't have to pay at the roadside. I'd forgotten all about that.

[swill453]

How does that work if you source the breakdown/recovery service yourself locally, without going through the Autoaid call centre?

Or can't you do that any more?

Scott.

[Gaggsy]

How does that work if you source the breakdown/recovery service yourself locally, without going through the Autoaid call centre?

Or can't you do that any more?

Scott.

I went through the call centre. I wasn't aware there was another option.

https://www.autoaidbreakdown.co.uk/docu ... 202016.pdf
Current policy document is on their website if you want to have a look.

[swill453]

I went through the call centre. I wasn't aware there was another option.

https://www.autoaidbreakdown.co.uk/docu ... 202016.pdf
Current policy document is on their website if you want to have a look.

Interesting. It says you can call the call centre, but doesn't say you have to. And the T&Cs still refer to keeping receipts for any claims.

(In the past it was explicit that you could call out any breakdown service, and later claim the cost from Autoaid. Being able to coordinate it using their call centre was very much an added feature).

Scott.

[martint123]

Interesting. I quoted from the document attached to their email. I'll attach a bit more ....

Important Changes to your AutoAid Policy
With immediate effect you are no longer required to pay for the breakdown assistance services provided by this
policy and then reclaim them from AutoAid.
If you require breakdown assistance please call our 24 hour helpline on 0800 328 4439 or 01277 720700. AutoAid
will deal directly with the recovery agent regarding any costs and you will not be required to pay the recovery agent
at the roadside.
The procedure described on Page 8 of your Policy Booklet (Claims Procedure) no longer applies to breakdown
assistance services.

I had always carried a phone number for a specialist motorcycle recovery outfit for "gentle" recovery. I sounds like everything has to go via the call centre now......Mind you, touch wood, not needed them so far.

[gryffron]

This has been true for a long time. I had a breakdown Dec 2015. Rang call centre, asked what I would have to pay, and was told "you don't pay anymore. They send the bill direct to us" - and they did.

Gryff

[Satsuma]

Hmmm, that sounds good and bad.

On one hand it removes the (very minor) hassle of pay and claim.
But on the other, I can't see Joe Bloggs Local Tow Truck signing up to AutoAid and being willing to claim off them rather than getting cash in their hands at point of service - so does this mean potential fewer "registered" breakdown services? If so, that removes one of the key USPs they held for me over the AA etc.

I have to say I have noticed a decline since they transferred their service to the Welsh-based call centre - posted on TMF at the time I think. I haven't had cause to use them since the whole service was sold though.