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anyone else feel like AAA insurance isn't what it used to be?
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Honestly, I’m right there with you.
All the time. It’s like they’re not even looking at their own files. I don’t buy that it’s just staffing - feels more like they’re cutting corners everywhere. I get why you keep a folder; I started doing that too after they “lost” my claim paperwork last year. Anybody else notice the hold times getting worse, or is that just my luck?Ever had them ask for the same info twice?
Ever had them ask for the same info twice?
That’s become the norm lately, honestly. I’ve seen it with a bunch of carriers, but AAA’s gotten worse about it. Last month, a client of mine had to resend their accident photos three times - each time to a different “claims specialist.” It’s not just you on the hold times either. I waited almost 40 minutes last week just to confirm a policy change. Used to be you’d get someone in under ten. Keeping your own folder is smart - sad that it’s necessary, but it saves headaches when stuff goes missing.
Yeah, I’ve noticed that too. I just signed up with AAA a few months ago and already had to send in my driver’s license twice for the same quote. Thought maybe I messed something up, but now it sounds like it’s just how things are. Makes me a little nervous about what’ll happen if I ever need to file a claim. Guess I’ll be keeping every email and doc just in case…
Yeah, I get where you’re coming from. I’ve had to resend docs a couple times too, and it’s definitely not the smoothest process. Makes me double-check everything now, just in case something gets lost in the shuffle. Keeping records is smart - never hurts to have a paper trail, especially with insurance stuff. I wish things were as straightforward as they used to be, but guess that’s just how it goes these days.
Title: Anyone Else Feel Like AAA Insurance Isn't What It Used to Be?
Makes me double-check everything now, just in case something gets lost in the shuffle.
That’s exactly it. I’ve started scanning every doc before I send it, just to cover myself. Honestly, it shouldn’t be this complicated, but here we are. I remember when you could just call and get a straight answer - now it’s all automated menus and waiting on hold. Still, keeping your own records is the only way to avoid headaches later. Not ideal, but it’s the reality.
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.
Honestly, I started keeping a running doc with every claim number, date, and screenshot after my last experience. It’s wild how much you have to document just to get something simple processed. Automation’s cool in theory, but it feels like we’re beta-testing half their systems.
It’s wild how much you have to document just to get something simple processed.
Yeah, I totally get that. I’ve been with AAA for over 20 years and it’s definitely changed. Used to be, you’d call, talk to a real person, and things just got handled. Now, I feel like I’m doing half the work for them - tracking emails, saving every little detail, just in case something gets “lost.” Last time I filed a claim, I had to resend the same photos twice because their system “couldn’t find them.” It’s not the end of the world, but it’s a hassle.
I guess the tech is supposed to make things easier, but honestly, it just feels like more hoops to jump through. I still stick with them for the roadside stuff, but for claims, it’s not as smooth as it used to be. Maybe I’m just getting old, but I kind of miss the days when you could just call and be done with it.
I feel like I’m doing half the work for them - tracking emails, saving every little detail, just in case something gets “lost.”
Honestly, I see where you’re coming from, but I actually don’t mind the extra documentation. It’s a pain, yeah, but having a paper trail saved me once when there was a billing mix-up. If you keep everything organized - screenshots, dates, who you talked to - it can really help if something goes sideways. Not ideal, but these days I’d rather have too much info than not enough.
I totally get the “better safe than sorry” approach - been there, done that.
But man, sometimes I feel like I’m prepping for a court case just to get a windshield chip fixed. Is it just me, or did things used to be way simpler? I remember calling once years ago and they sorted my claim in like five minutes. Now it’s like, “Please hold while we transfer you... again.”If you keep everything organized - screenshots, dates, who you talked to - it can really help if something goes sideways.
Do you think all insurance companies are heading this way, or is AAA just dropping the ball lately? I’m starting to wonder if it’s worth sticking around for the “peace of mind” when it feels like more work than driving in rush hour. Anyone else ever get that weird feeling you’re doing their job for them?
- Totally get the “doing their job for them” vibe.
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“Now it’s like, ‘Please hold while we transfer you... again.’”
- I’ve noticed the same thing with AAA lately. Used to be a quick call, now it’s a maze of transfers and hold music.
- Not sure if it’s just them or if all insurance is getting more complicated, but it definitely feels like more hassle than before.
- I keep records out of habit, but honestly, it shouldn’t feel like prepping for a deposition just to fix a windshield.
- Hang in there - sometimes it helps to remind yourself you’re the customer, not their admin assistant.
Yeah, I’ve noticed the same thing - used to be you’d call AAA and get someone helpful right away. Now it’s like you’re bouncing between departments just to get a simple answer. I get that things change, but it’s gotten way more complicated than it needs to be. I started jotting down who I talked to and when, just in case stuff gets lost. It’s a hassle, but at least it helps when they ask for info again... which seems to happen a lot lately.
Yeah, it’s gotten ridiculous. Last time I called, I got transferred three times just to ask about a tow. Why can’t they just have one person handle it? I started keeping notes too - otherwise you’re stuck repeating yourself every call.
I hear you on the note-taking. I’ve got a whole spreadsheet now just to keep track of who said what, when, and which department dropped the ball. It’s wild how something as basic as a tow request turns into a game of telephone. Honestly, I get that they’re busy, but if they know some of us have “complicated” records, you’d think they’d streamline things instead of making us jump through hoops. Maybe it’s just wishful thinking...
Yeah, I’m right there with you. I keep a running doc of every call and who I talked to, just to cover myself. It’s like, if your file isn’t squeaky clean, you’re automatically in the “problem” pile. I get that they’re swamped, but sometimes it feels like they make it harder on purpose. Maybe it’s just the way things are now, but it used to be way simpler.
Yeah, I totally get what you mean. I started keeping notes too, just in case something gets lost or mixed up. It’s kind of a hassle, but it’s saved me a couple times when they “couldn’t find” my info. I remember when you could just call once and things got sorted out fast. Now it feels like you have to jump through hoops for the basics. Hang in there - it’s not just you.