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General Terms and Conditions, see PAGE 71–77
• Assistance is not available following a breakdown
or accident attended by the police or other
emergency service, until the vehicle’s removal
is authorised. If the police insist on recovery by
a third party, the cost must be met by you;
• No recovery (including a local tow) is available
following an accident;
• Transport of any animal is discretionary, and
horses and livestock will not be recovered;
• Routine maintenance, running repairs, the cost
of spare parts, fuel, oil, keys, specialist lifting
equipment, garage or other labour required
to repair your vehicle are excluded, as is the
provision of service on private property without
the relevant permission;
• Service is discretionary where it is requested
to deal with the same or a similar fault or cause
of breakdown to that attended in regard to the
same vehicle within the preceding
28 days;
• The customer must be with the vehicle at the
times of breakdown and assistance. A valid
entitlement card and some other form of
identification must be produced. Service will be
refused and may be cancelled if anyone behaves
in an abusive or threatening manner, or if the AA
is owed money.
Replacement vehicle
• Any car hire that may be arranged for you will be
subject to the hirer’s Terms & Conditions.
Service control
• Please note that further premiums may be
requested if the maximum number of call-outs
is exceeded.
How to make a claim
If you need breakdown assistance call:
08000 51 22 48 (save the number to your
mobile phone in case you need roadside
assistance). You will need to provide your
Ultimate Reward Current Account debit
card number, your sort code and your
account number, as well as your vehicle
registration, details of the breakdown
location, and separate proof of your
identity (such as your driving licence).
If you have a complaint
If you wish to register a complaint, please
make contact:
By phone: 08442 09 05 56
In writing: Customer Care (Halifax), AA, Lambert
House, Stockport Road, Cheadle, Cheshire
SK8 2DY
By fax: 0161 488 7544
By Textphone: 0845 850 1207
By email: customersupport@theAA.com
The AA will either acknowledge your complaint
within five working days of receipt, or offer you
their final response if they have concluded their
investigations within this period.
Acromas Insurance Company Limited, only, is
covered by the Financial Services Compensation
Scheme (FSCS).
Duration of policy
Subject to your right to cancel (see your AA
Breakdown Cover Terms and Conditions for details),
your cover is renewed monthly and runs at the same
time as your Ultimate Reward Current Account,
subject always to the terms of the AA Breakdown
Cover Terms and Conditions and your Ultimate
Reward Current Account. Your cover will come to an
end if (i) you fail to pay the monthly fee, or (ii) you or
your account provider close your Ultimate Reward
Current Account or it is changed to another type of
account, or (iii) your residential address is no longer
in the UK, Channel Islands or the Isle of Man. Your
account provider or the AA can withdraw or change
the terms of your cover by giving you 30 days’ notice
in writing.
If your complaint is about cover underwritten
by Acromas Insurance Company Limited and
it is not settled, you may be able to refer it to
the Financial Ombudsman Service who will
undertake an independent and impartial
review of your complaint. The address is
Financial Ombudsman Service, South Quay
Plaza, 183 Marsh Wall, London E14 9SR.
Telephone 08000 23 45 67 Or email:
complaint.info@financialombudsman.org.com