Assessment of Claim Handling by Auto & General

Assessment of Claim Handling by Auto & General

I am extremely dissatisfied with the manner in which my dent and scratch claim was handled. After submitting my claim, I waited nearly a month before receiving any response. When I was finally contacted, I was instructed to upload photographs of the damage via WhatsApp for assessment.

Two weeks later, I was informed that the assessment findings concluded the repair cost would amount to R15,000. This figure was determined solely on the basis of WhatsApp photos, without any physical inspection of the vehicle. When I questioned the accuracy of such an assessment, I was told, “That’s how we do it.”

This process raises serious concerns about both the reliability of the assessment and the level of customer care provided. The lack of transparency, the excessive delays, and the reliance on remote photo-based evaluation—without offering an in-person inspection option—are unacceptable.

let alone the premium that keeps going up .