The Incident Process

When a call for assistance comes into us, our controllers are trained to respond in a courteous and professional manner. They will follow the incident process procedure:

• Once a call for assistance has been received and passed to the Incident Controller, he will determine the severity of the incident and provide appropriate assistance.
• If a vehicle is immobile, the controller will arrange for a recovery agent to attend.
• A repairer will be selected, normally the closest to the drivers home address or place of work, or where you have specialist requirements, a specific repairer will be used.
• Arrangements will be made for the supply of a courtesy vehicle within a 24 hour period. We can also arrange for an immediate replacement if necessary, although this is chargeable.
• Arrangements will be made for an estimate to be carried out (mobile estimates can be carried out at the drivers home or work address to reduce inconvenience and downtime).
• The Incident Controller will send a claim form to the driver, and will chase its completion. The first call will be after 5 days, with a further 2 calls up to a 14 day period, at which point they will contact the primary point of contact, given by the organisation.
• On receipt of a completed claims form, the Incident Controller will copy it to the insurers to advise of an impending claim. A further copy will also go to the AA legal team, in preparation of any legal proceedings.
• The Incident Controller will chase the repairer for a completed estimate.
• The estimate will be sent to the AA Accident Management technical department, who will assess its accuracy utilising Thatcham and Glassmatix repair systems.
• If the vehicle is still mobile, the Incident Controller will arrange a repair date and will set a completion date. If the vehicle is immobile, repairs will start within 2 hours of AA authorisation.
• Once repairs have commenced, the driver will be kept informed of progress.
• When repairs are completed, AA Business Services co-ordinate the return of the repaired vehicle by the set completion date.
• We will ensure invoiced costs match the original estimate before it is forwarded for invoicing to your insurers (or to you if you are self-insured).

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