Admin and recovery of excess problems

It is so frustrating that the only way I can get communication or answers from auto and general is through a hello Peter review. I have send many emails that haven't been attended to in days , however it Says they will get someone to call or email you the next business day. I have received nothing. Since the time of my accident they have given me absolute hell.

Since my accident in November 2024 until mid March when I received my car back which is somewhat of 5 months they had multiple errors with the claim " system / IT" glitches , delay in taking the car to the panel beaters as well as failing to provide me with a courtesy car. They claimed that they are not responsible for the delay in the parts of the car. Who is responsible ? Me ? They said they can not recover my excess until it has been paid. Fine I pay the excess . I made many call backs on the app. When agents call they transfer me to the legal department which is actually impossible to get it. The call drops. If not then I wait 40 minutes then drop the call myself.

I've received an sms to say that due to not submitting my tracking fitment certificate my premium has increased. However my broker did submit my certificate about 2 to 3 weeks ago. I'm aware that the processing of their information is slow based on past experience.

Additionally prior to my review on hello peter and post review I have only received communication once. I've been trying to get a hold of the legal department for very long regarding my recovery of excess and i have not received any assistance. I requested a call back and once the agent called she transferred me to the legal department and the call was dropped. It is simply impossible to reach them. If not waiting 40 minutes to still not be answered or the call being dropped. Please provide me with the status of recovery as I've paid my excess in full 14th March 2025.

I'm truly extremely disappointed and unhappy with auto & general.