Auto and general claims

I’m writing this with a heavy heart and disappointment from the service I experienced from auto and general. And their claims department regarding the service plan I have with them.

The level of service is poor, when I took out the service plan I was assured that all the claims will be handled prior to the service being done, when booking for a service. The arrangement is that before booking a service for a vehicle one must first put in a claim with auto and general of which I did on Monday the 24th of November 2025. I was given a claim number as reference to booking a service. I then proceeded to making a booking at the vw service centre in Mahikeng. At that time I am had to travel from the Northern Cape, Kathu to the North West, Mahikeng (Having requested leave from work). The booking was for today 26th of November. I was told that an assessor with be in contact with me to finalise the claim.

Yesterday I received a call from the assessor by the name (Sne Nyembe) informing me that the claim has been approved of an amount of R6489.57 and that only R4640.36 has been authorised and that there is a shortfall of R1849.21 meaning I will be reliable for. Everything was sent to my email as the claim has been submitted

I then asked the lady if everything will be pained to the service provider (Vw) and that I only needed to pay the shortfall. She said yes, and they do not pay into my account which is fine with me because that’s the reason I took out this plan in the first place and I don’t have to worry about anything. To my surprise the shortfall that they referring to is actually the labour amount. Like how? Anyway I made payment and send the pop to the service centre (Vw) as I was informed that the car will be serviced however it will not be released until for payment has been received by the service centres (Which is correct it’s their policy and I respect that). At 11:34 I received an sms from auto and general stating that they can’t reach me to discuss service plan claim and to contact them. I immediately contacted auto and general. At the same time I received a call from the service centre saying they haven’t received any payment and that they need the payment to me made immediate or be provided with pop from auto and general.

I spoke to only of the claims administrator whom informed me that they would resolve the issue and that the best option is to transfer the money to my account so that I can make payment (Something I never wanted in the first place and the time was 2:34pm). And at the same time the vehicle was ready for collection. Unfortunately I didn’t get the name of the claims administrator. Meanwhile she informed me that the money will reflect within an hour.

Three hours later I didn’t receive any money and I called time 15:46pm, that’s when I got hold of Sne Nyembe. She then claims that yesterday she spoke with me and she spoke about the claim. And that this morning when she spoke with the service provider she was told that the payment must be stopped and not be sent to my account directly (Lies) the service provider never said that as I was at the service centre myself (Remember I never wanted the money to be transferred to my account never). She tells the person I spoke with earlier didn’t make ANY NOTES. She promised me that she would call the centre and clear the issue. Meanwhile her manager has requested the money to paid. Nothing made sense and I could tell that she was lying about this whole thing. As I am writing this I am on my way back to the Northern Cape, without my vehicle and I was not going to risk not going back to work. It is 6:22 and no payment has been made. My vehicle has not been released and I am stranded.