I remember when you could just call and get a straight answer—now it’s all automated menus and waiting on hold.
Yeah, that’s been my experience too. Last time I called, I spent almost 40 minutes just trying to talk to a real person. Makes me wonder if the “service” part of customer service is just gone now. I started keeping a folder with every email and receipt, just in case they try to say I missed something. Not how I want to spend my time, but it beats paying for mistakes that aren’t even mine.
It’s wild how much things have changed, right? I remember when you could just call up and get a person on the line in under five minutes—now it’s like running a gauntlet of “press 1 for this, press 2 for that,” and half the time you end up back at the main menu anyway. I get why you’re keeping records; I’ve started doing the same. It’s almost like you have to be your own advocate every step of the way, just to make sure nothing slips through the cracks.
Do you think it’s just AAA, or is it more of an industry-wide thing? I’ve noticed similar issues with other companies too, but AAA used to stand out for being more personal. Now, it feels like they’re cutting corners with automation and outsourcing. Maybe it’s cost-cutting, maybe they’re overwhelmed... who knows.
The folder idea is smart, though. I’ve had situations where they “couldn’t find” my claim or said I never sent something in—having proof saved me from paying out of pocket more than once. It’s frustrating that we even have to do that, but at least you’re covering your bases.
I guess on the bright side, once you get through to someone, most reps still seem willing to help (at least in my experience), but getting there is half the battle. Ever tried using their online chat? Sometimes it’s faster, but sometimes it just loops you back into another queue... not exactly progress.
Anyway, you’re definitely not alone in feeling like service has slipped. It’s annoying having to be so vigilant about stuff that should be straightforward. At least we know we’re not imagining things—if anything, being a little extra cautious seems like the only way to avoid headaches down the road.
You’re definitely not imagining things—there’s been a noticeable shift across the board, not just with AAA. I’ve seen it with other insurers too, and honestly, it’s frustrating for everyone involved. The automation is supposed to streamline things, but half the time it just adds another layer of hassle. I get why companies are doing it (costs, volume, etc.), but it does feel like the personal touch is getting lost in the shuffle.
Keeping detailed records is a smart move. It’s unfortunate that it’s become necessary, but having documentation really does make a difference if something goes sideways. I’ve had cases where a simple email trail or saved screenshot cleared up what could’ve been a drawn-out dispute.
Online chat can be hit or miss—I’ve had it work great once, then the next time I’m stuck in an endless loop with a bot that can’t understand my question. It’s almost like you need a strategy just to get basic service these days.
At least when you finally reach someone, most reps still want to help. That hasn’t changed much, thankfully. But yeah, being proactive and organized is pretty much essential now... even if it shouldn’t have to be this way.
Online chat can be hit or miss—I’ve had it work great once, then the next time I’m stuck in an endless loop with a bot that can’t understand my question.
That bot loop is brutal. I swear, my last claim took longer to explain to the AI than it did to get my car detailed. I get why they’re automating, but for what we pay, you’d think we’d get a little more white-glove treatment. Keeping screenshots is basically a survival skill now.
Keeping screenshots is basically a survival skill now.
That’s honestly the only way I got my roadside reimbursement processed last year. The bot kept “helpfully” closing my case every time I tried to upload a receipt. I ended up with a folder full of timestamped screenshots just to prove I wasn’t making it up. I get that automation saves them money, but it feels like we’re doing more of their job now. Kind of ironic for a company that built its brand on service.