Please do take the necessary time to read our terms and conditions carefully and familiarise yourself with them.
If anything is unclear, don’t hesitate to phone our Customer Care department on 0861 000 234.
As a valued AA Member, we’ll be happy to guide and advise you.
The listed terms have the following related meanings:
AA: The Automobile Association of South Africa NPC.
Accident: Damage to body panels or the undercarriage, wheels or suspension because of a collision with another vehicle, a pothole or an object. If mechanical or electrical failure caused the accident, or the vehicle caught on fire, we consider the incident to be an accident.
Breakdown: An occasion when your vehicle cannot be driven as a result of an electrical or mechanical failure, a flat tyre or out of fuel situation.
Dependant: A Member, 25 years or under, living at the same address, or who is financially dependent on the principal Member, who is eligible for a discounted subscription.
Insurable risk: Vehicles that require a tow for an accident, attempted theft or vandalism as well as recovered stolen vehicles. These are not classified as breakdowns. Insurable risk also includes kerb related damage, windscreen repairs as a result of an accident, stone damage, hail damage, water damage etc.
Member: The individual principal Member in whose name the AA Membership is maintained.
Membership Card: The card issued by the AA to the Member, reflecting the Membership number.
Membership Year: The 12-month period covered by the Member’s subscription.
Round trip: The distance from the nearest tow provider’s yard, to the scene of the breakdown, to the drop off point and back to the depot or tow provider’s yard, or standpoint.
Rural: Any area that is not defined as Urban (see below).
Spouse: A Member, eligible for a discounted subscription, living at the same address as his/her spouse or partner who is a principal Member.
Subscription: The annual payment required to remain a Member of the AA.
Tow distance: The distance from the scene of the Breakdown, Accident or Insurable risk incident to the drop off point.
Tow provider: The AA tow truck or AA approved tow contractor.
Urban: The South African Metropolitan areas: Johannesburg, Pretoria, Cape Town, Port Elizabeth, East London, Bloemfontein, Mbombela, Pietermaritzburg, Durban and Polokwane.
Vehicle: The vehicle that the Member is travelling in, either as a passenger or driver, at the time of the incident. This may be: a motorcar, motorbike, caravan, trailer, 4x4 or light commercial vehicle (LCV), with a gross vehicle mass (GVM) of less than 3,5 tons, which can be legally used on South African public roads; and where vehicle dimension does not exceed 5.5m in length, 2.5m in width or 2.6m in height. This does not include taxis and vehicles used for business purposes. Vehicles must be in a roadworthy condition.
We/us/our: Related to the AA.
You/your: Related to the Member.
EMERGENCY RESCUE SERVICES:
You must phone our 24-hour Emergency Call Centre for assistance on 0861 000 234.
Calls are recorded for your protection and for training purposes. Payment for any service is not guaranteed unless prior authorisation has been obtained and you quote the AA Case Reference Number.
All AA Members are limited to 2 fuel assistances per 12 month service subscription as part of their assistance entitlement:
Roadside assistance entitlements:
- AA Advantage Plus Members - unlimited* assistances per 12 month subscription
- AA Advantage Members - unlimited* assistances per 12 month subscription
- AA Alliance Members - unlimited* assistances per 12 month subscription
- AA Action Members - 2 assistances per 12 month subscription
*Subject to these terms and conditions - please refer in particular to our Fair Use policy.
We will charge any additional assistances at exclusive AA Member rates. Unused assistances at the end of a subscription year are forfeited.
You must provide us with the correct location and destination of your vehicle and enough information on the vehicle being towed. Incorrect or incomplete information may cause a delay in the provision of services and could result in additional costs for your account.
In the event of an assistance, you must remain with the vehicle and produce your AA Membership card or AA eCard and proof of identification.
Where any breakdown case needs the use of more than one of our resources, such as a road patrol, battery patrol, locksmith or tow provider, we will count these as a single assistance.
Once we have provided assistance for a breakdown, we consider any subsequent assistance for the same breakdown to be an additional assistance. This includes towing a vehicle that was towed after hours to your home, a storage area or other place of repair or safety and then needs a further tow due to the same breakdown event.
If you cancel the assistance after we have dispatched the service vehicle, this is still regarded as one assistance. If you call on more than one occasion for the same problem, each request will count as an assistance.
If you are not at the vehicle when we arrive and we cannot provide service, this will count as one assistance, and we will not be liable for any damage. If the vehicle is unattended when the tow truck or patrol vehicle arrives, it may leave the scene, and we cannot be held liable for any damage, to your vehicle.
In all the above instances, you may have to cover AA approved tow contractor costs and request a refund from the AA (see section on refunds).
Should the distance be greater than your Tow distance allowance per assistance, the additional kilometres travelled will be for your account.
Should you breakdown with your pet, the AA will transport your pet in the AA tow truck cabin provided your pet can be placed into a proper transporting cage. Should this not be possible, your pet will be required to travel in your vehicle. In the event that you are incapacitated, the AA will coordinate the rescue of your pet from the breakdown scene in conjunction with the SPCA and inform you of your pet's whereabouts as soon as possible. Although every effort will be made to ensure your pet's safety, the responsibility for your pet's well-being remains with you.
Areas we cover:
We provide services in South Africa. Should the breakdown occur in Lesotho, Swaziland, Botswana or Namibia, we will arrange for the vehicle to be towed to the nearest place of safety or repair, subject to the availability of a suitable AA approved tow contractor.
You must pay the tow provider for the tow and request a refund from the AA in accordance to your Membership benefit entitlements on your return to South Africa.
Roadside security (AA Stand By You) is available to Members who specifically subscribe to the service, in conjunction with a roadside assistance, and only in certain Urban areas in South Africa, subject to the availability of our AA appointed service provider. Please refer to AA Stand By You Terms and Conditions
We also provide AA Mayday emergency medical rescue if you travel to Lesotho and Swaziland and if it is medically justifiable. Please refer to AA Mayday Terms and Conditions
We provide roadside assistance as soon as possible in response to your request. We do not guarantee response times, which vary depending on location, traffic, road conditions, weather conditions and the demand for assistance at the time of your request.
ROAD PATROL SERVICES:
Roadside repair services are limited to minor or temporary repairs to get the vehicle on the road again and does not replace the need for permanent repairs and regular servicing. Road patrol services are only available in Urban areas. The AA does not provide road patrol services for motorbikes or trailers, but will provide towing benefits in line with the Member's entitlement. In instances where an AA resource is not available one of our AA approved contractors may be used.
If assistance for your vehicle exceeds the Tow distance entitlement applicable to your Membership, the cost of the additional kilometres travelled will be for your account. If patrol assistance is required and the Vehicle is not drivable, the AA will dispatch a tow truck to the Vehicle to the nearest place of safety or repair and the cost will be for your account. Any assistance not arranged through the AA's 24-hour call centre will be for your account. The AA will not be responsible for any damage caused to the Member's Vehicle.
AA road and battery patrols can assist, to an extent, with the following services:
Keys locked in vehicle:
This service is only provided if you indemnify the AA against any damage caused to the Vehicle as a result of the provision of this service. No legal action or claim for the cost of damages will be entertained. We will not refund locksmith charges for the repair/replacement of locks, ignition switches or key cutting. If necessary, we will provide a tow from your Membership benefit entitlement. If we make use of a locksmith to assist Vehicles with an electronic or high security locking systems, you will be covered up to an amount of R643 (incl VAT) in both Urban and Rural areas and the balance will be for your account.
In an Urban area, if keys are locked in the Vehicle and if the Vehicle does not have an electronic or high security locking system, we will arrange for an AA patrolman or locksmith to attend. The cost will be covered from your Membership entitlement.
In a Rural area, if keys are locked in the Vehicle and if the Vehicle does not have an electronic or high security locking system, we will arrange for a locksmith to attend. You will be entitled to claim reimbursement of labour costs up to an amount of R643 (incl VAT) and any additional parts or labour costs will be for your account.
Flat tyre change:
We will, where possible, change your tyre if you have a spare tyre on-site. Where necessary, we will tow the vehicle in accordance with your Membership benefit entitlements. We are not responsible for damage to tyres or rims, as a result of pothole or other damage. Multiple tyre ruptures and damage to your Vehicle as a result of pothole or other damage is classified as an Accident and accident towing services and rates will apply.
If your vehicle runs out of fuel at a location other than a filling station, we will supply up to 10 litres of fuel to reach the nearest filling station up to a maximum of 2 times per 12 month subscription. If your vehicle requires more than 10 litres of fuel, you will be liable for the cost of the extra fuel and any additional cost towards the assistance. If necessary, we will provide a tow to the nearest filling station in accordance with your Membership benefit entitlement.
If your vehicle’s battery cannot be jump-started, our battery patrols can sell and fit a new battery on-the -spot. The mobile battery replacement service is subject to availability and in Urban areas only, and is not available for motorbikes. All batteries come with a national 24-month battery warranty. You are liable for the cost of the new battery and may make payment with cash, major credit cards, garage cards or debit cards. Should an AA-supplied battery be replaced within the 24-month warranty period, the balance of the original warranty period will apply and this will not count as a second assistance. The price of the new battery is based on the return of the old battery to the AA for environmental and safe disposal purposes. If you wish to retain your old battery, a scrap charge will apply.
AA APPROVED TOW CONTRACTORS:
When a breakdown occurs outside of the AA's road patrol service areas, the prime objective of the AA's service is to secure the AA Member and his or her passengers, and to take them to a place of safety where alternative arrangements can be made or, if possible, for repairs to be carried out.
Our AA approved tow contractors are appointed based on their fleet size and facilities e.g. 24 hour availability, overnight storage yard etc. We do not require that our approved tow contractors employ qualified mechanics. For this reason they are not permitted to attempt any but the most basic repairs e.g. changing a flat tyre.
Should you request an AA approved tow contractor to repair the Vehicle and the repairs are not successful the Vehicle could sustain additional damage resulting in escalated repair costs. The AA will not be held liable for any arrangements you may make with any AA approved tow contractor directly, (see section on Resolving Disputes).
If your vehicle breaks down and cannot be repaired on-the-spot, we will tow your vehicle to the nearest place of safety or repair within a 20 km Tow distance. Anything exceeding this will be charged at AA Member discounted rates, for your account.
If you choose not to pay the AA or the AA approved tow contractor for the cost of the additional Tow distance or any other cost related to the incident, we may refuse assistance, or tow the Vehicle to the nearest place of safety/repair/storage depot, until such time payment is received. The storage fees will be for your account.
The first night’s storage is free to AA Members, and any storage requirement over and above this will be for your account.
In instances where an AA tow truck is not available one of our AA approved contractors may be used.
In exceptional circumstances, where specialised recovery or salvage equipment is needed, the cost of equipment and labour will be for your account.
We are not responsible for damages caused to the Vehicle. Any tow not arranged through the AA’s 24-hour call centre will be for your account.
We can assist you in arranging additional transport at your cost for passengers who cannot be accommodated in the tow truck, for your account.
REFUND OF CHARGES:
In instances where you are required to pay tow charges in full directly to our AA approved tow contractor, we will refund the tow charges in accordance with your Membership benefit entitlement, provided that your entitlements have not been exceeded. We will calculate the refund by:
- Calculating the Tow distance and
- Multiplying this distance by our preferential per kilometre towing rates plus VAT
Claims can be posted to: AA Claims, PO Box 596, Johannesburg, 2000, faxed to 086 524 2251, e-mailed to email@example.com
or alternatively it can be handed in at the nearest AA Accredited Sales Agent store
. All claims must quote your AA Case Reference Number and include our AA approved contractor's receipted invoice displaying the contractor's VAT number. If the receipted invoice is not available you may submit an affidavit confirming the incident and the amount paid by you.
The following are not covered:
EXTENDED BENEFITS THAT APPLY 100 KM OR MORE FROM YOUR HOME:
- Labour charges, overtime charges, cellular phone charges, assistance fees, toll fees, weekend levies, parking fees, storage charges, hitching/salvage/recovery fees, collection and conveyance of spare parts, the cost of spare parts and other related expenses.
- Repair charges.
- Charges for assistance required due to accident or other insurable risks. We will assist with arrangements for your account.
- Charges for further towing of the vehicle for purposes of repair, if you do not accept the quotation of the repair centre nearest to the point of breakdown, or if you make arrangements directly with the AA approved tow contractor.
- Towing charges incurred outside the borders of South Africa, Lesotho, Swaziland, Namibia and Botswana.
- If the vehicle is loaded, we are not responsible for the load.
- We may require you to remove the load before rendering any service.
- Payment or refunds for assistance by private persons or other roadside assistance providers.
Compensation for any loss of income or earnings due to a breakdown that required assistance from the AA or any of our approved contractors.
Extended benefits provide extensive cover anywhere in South Africa for you and up to four passengers travelling with you, if your Vehicle breaks down more than 100 km from home, is stolen, or is involved in an Accident or any other Insurable risk incident. The use of these benefits will be for your own account. The AA’s Emergency Call Centre will determine and manage the most appropriate benefits combination from the following available options:
We will arrange and pay for overnight accommodation, subject to availability, for the driver and up to four passengers travelling with you. The choice of overnight accommodation is at the discretion of the Emergency Call Centre, and will cover the cost of accommodation for bed and breakfast only, to a maximum of R320 per person. Depending on the available accommodation, you may need to settle the account and claim back from the AA. Remember to keep your receipt to submit with your claim. Where the AA pays the establishment directly, you will need to settle any additional costs directly with the establishment before departure, for your account.
If you prefer to continue your journey, or to return home, we will arrange transportation to help you reach your destination by the most direct route. If car hire is the most suitable arrangement, a group ‘B’ vehicle will be hired for up to a maximum of 24 hours. Where possible, the Member's additional car hire requirement may be arranged, but the additional cost will be for the Member's account, with no entitlement to claim back. The car hire service provider’s terms and conditions will apply.
Long distance towing:
If the tow exceeds your Tow distance allowance, you will be liable for the excess distance at AA Member discounted rates.
Collecting your vehicle:
If you opted to use the accommodation or car rental benefit during your incident, we will pay for you to hire a vehicle, for up to 24 hours, to collect your vehicle once it has been confirmed that your vehicle has been repaired, provided the place of repair is more than 100 km from your home. The choice of car hire supplied or alternative transportation is at the discretion of the AA Emergency Call Centre and is subject to availability.
Please see the terms and conditions for car hire service providers that will apply.
Car hire service provider terms and conditions
The car hire service provider’s terms and conditions will apply, these require that you:
- are over age 23 years
- have an active credit card
- have a valid and applicable Driver’s Licence
- The car hire company may also require you to pay a fuel deposit.
- You will be required to return the car with a full tank of fuel, or be liable for the cost of refuel at the service provider’s rates.
- The hired car must be returned to the depot from which it was collected in order to avoid additional charges, which will be for your account.
- Should you be involved in a collision with the hired car, you will be liable for the insurance excess.
- Should you require the hired car for commuting purposes for longer than the initial 24 hours, you must enter into a new car rental contract
- With the car hire company, for your personal account, at a preferential rate.
FAIR USE POLICY
The AA is a non-profit company. The pricing and benefit entitlements for each Membership option have been carefully calculated, and it is therefore vital for all AA Members that benefits are not abused.
The AA reserves the right to exclude assistances where it becomes apparent to the AA, in its discretion, that the number of assistances requested by a Member is unreasonable.
1. AA Membership:
AA Membership and benefits are non-refundable, non-transferable and personal to you. Membership entitlements do not cover incidents that happened before you joined us.
We reserve the right to deny services, or suspend AA Membership to any Member who, in the AA’s opinion is, or has been, abusive, threatening or violent toward any AA staff member, or who attempts to receive service by deception, with no requirement to refund.
AA Membership is personal and does not automatically cover your spouse and dependants, who should become Members in their own right.
2. Resolving disputes:
We accept no liability for loss or damage to the vehicle or any of its components or accessories or contents while it is unattended, or while in the custody or under the control of any service provider or repairer.
We will assist you in every way possible to resolve disputes with our AA approved tow contractors where loss or damage may have occurred while the vehicle was in their care.
We carefully select our service providers for value added services, but cannot guarantee quality of service.
These service providers are not our agents or employees. We cannot be held responsible for their actions or omissions, or for any damage caused by their performance or failure to perform.
Where there is a need for clarification of terms and conditions or relating to your entitlements, our interpretation will be final.
3. Right to amend benefits, terms and conditions:
We constantly strive to provide new and improved services to you. We reserve the right to amend the terms, conditions and benefits, including changing third party service providers. We will notify Members of material amendments in our Member communications
4. Up to date subscription:
Your subscription must be up to date for you to be eligible to use your Membership.
5. Cancellation of Membership:
Should you wish to discontinue your Membership benefits, please provide 30 days notice prior to your Membership anniversary date to avoid any cancellation fees.
- Members who have taken out AA Membership as a result of a direct marketing offer have the right to cancel their Membership in writing within five business days of the date on which the Membership agreement was concluded.
- The following refund policy will apply for Members cancelling within the five day period:
- (a) If the Member has utilised the AA’s assistance within the five day period, the Member will receive a full refund of the total Membership fee paid, less the AA’s charges for assistance provided.
- (b) If the Member did not utilise the AA’s assistance, the Member will receive a full refund of the total Membership fee.
- The Member must not, in any event, make further use of the cancelled Membership.
- Please note that there will be no separate or additional cooling off period(s) during the Membership year, regardless of any changes that are made to the Membership.
- AA Membership is a 12-month subscription product and is activated from the date payment is received.
- AA Members will be notified in writing through the mail, between 40 and 80 days of their approaching Membership renewal date, irrespective of their preferred payment method. Please ensure your contact details are kept up to date by calling 0861 000 234, or click here to update your details.
- Members who wish to cancel within their current 12-month subscription period must provide 30 business days notice in writing, and will remain liable for any amounts incurred in the rendering of services during the current Membership subscription period, as well as a cancellation fee, which will be calculated at the time of cancellation.
- Members who have selected an annual or monthly debit order payment method will be automatically renewed on a month to month or annual basis until cancelled by the Member.
6. Debit Orders:
In instances where your initial debit order was unsuccessful, we'll advise you of the rejected debit order through an SMS and automatically re-submit the debit order on the next debit order run (1st, 15th and 25th) to ensure your service continuity. Unfortunately, any bank charge penalty imposed will not be refundable from the AA.
7. Your privacy rights:
We hold your personal information securely and will not disclose it to any other person or organisation unless authorised by you.
We have the right to access and correct the information at any time.
As an AA Member you agree to abide by our terms and conditions. Your details will be used for administrative purposes, and to provide you with information relating to products and services from time to time.
Where you are a Spouse Member, we may offer products and services to both of you in the household jointly, or singly.
For this purpose, we include ourselves and any division, subsidiary, third party under contract or joint venture companies including AA Insurance.
ERRORS AND OMISSIONS EXCEPTED.