Auto & General: Broken Promises and Outright Denial Without Assessment

I am writing this to express my absolute outrage at Auto & General’s refusal to honour a legitimate claim for accidental damage to my Samsung washing machine. Despite their marketing promising to "be there" for clients, their actual service is a masterclass in avoidance and bad faith. My claim was rejected with the vague, dismissive reason: "event not covered." This is a blatant attempt to hide behind policy fine print without actually investigating the facts. More shockingly, Auto & General failed in the most basic duties of an insurer: • Zero Assessment: They did not send an assessor or even request a technical report to understand the nature of the damage. How can an insurer determine an event is "not covered" without first determining what the event was? • Zero Communication: I was never phoned to discuss the incident. A multi-billion rand company couldn't find the time to give a loyal client a five-minute call before slamming the door on a claim. • Misleading Marketing: Your promotional emails are filled with "cer*****y" and "peace of mind," yet when a "sudden and unforeseen" accident occurs—the very definition of insurance—you disappear. This "refusal by default" strategy is a clear violation of the Treating Customers Fairly (TCF) framework, specifically Outcome 6, which requires that clients do not face unreasonable post-sale barriers to claim. I demand the following: 1. A written, detailed explanation of exactly why this specific accidental event is not covered. 2. A formal internal review of the claim by a senior manager. 3. The dispatch of a qualified assessor to actually look at the machine, as is your right and responsibility under your own policy terms. If this is not resolved within 48 hours, I will not hesitate to escalate this matter to the National Financial Ombud Scheme (NFO) and share this experience across every social platform available to warn others about the "protection" Auto & General actually provides.