OB
Olwethu B
1 reviews | Active since Feb 2022
03 Mar 2026, 17:33
Auto & General Fails Again
On Monday, 2 March at 09:07, my husband sent a claim to Auto & General after I was ****** the previous day. Like we did with our previous claims, we sent an email to the claims department and copied Pebble and Beverly, the Auto & General consultants who have helped us in the past.
Understandably, we did not expect a response the same day. However, 24 hours later, we still had not heard anything. In the late afternoon, I called Auto & General, and to our surprise, the claim had not even been registered.
Neither the claims department, Pebble, nor Beverly had the decency to respond to our emails or advise us on the next steps.
This is our third claim with Auto & General, and the previous two were no different. We have had to fight at the most awkward times, precisely when we needed the insurance the most. Remember, we are paying for this insurance, not expecting it on a silver platter.
The disrespect from Auto & General employees is beyond explainable. Throughout today, we have been sending emails to the claims department and the individuals copied - not a single person bothered to acknowledge our emails or advise us on what to do next.
And once again, this is exactly what Auto & General does when there is a claim.
Helpful (0)
Replies (6)0
Replies (6)
Auto & General's replyOfficial
03 Mar 2026, 17:54Good day Olwethu,
Thank you for reaching out to us and for bringing this under our attention. This is not the level of service we aim to provide. We would like to look into the matter and fix things and arrange for the correct team to assist you as soon as possible. We do apologize for any inconvenience caused.
Kind regards,
The Auto & General team.
Thank you for reaching out to us and for bringing this under our attention. This is not the level of service we aim to provide. We would like to look into the matter and fix things and arrange for the correct team to assist you as soon as possible. We do apologize for any inconvenience caused.
Kind regards,
The Auto & General team.
Auto & General's reply03 Mar 2026, 17:54
Official
Good day Olwethu,
Thank you for reaching out to us and for bringing this under our attention. This is not the level of service we aim to provide. We would like to look into the matter and fix things and arrange for the correct team to assist you as soon as possible. We do apologize for any inconvenience caused.
Kind regards,
The Auto & General team.
Thank you for reaching out to us and for bringing this under our attention. This is not the level of service we aim to provide. We would like to look into the matter and fix things and arrange for the correct team to assist you as soon as possible. We do apologize for any inconvenience caused.
Kind regards,
The Auto & General team.
OB
Olwethu B's updateReviewer Update
03 Mar 2026, 18:07 Auto & General
Is there any point in having Auto & General insurance when your staff clearly don’t understand that they are providing a service we pay for, and that we make significant financial sacrifices to ensure we are covered - only to face hassle and incompetence when we actually need it?
After my call to Auto & General someone from Auto & General called my husband, took his statement and confirmed that the claim has now been registered, stating we will receive a response within 24 hours. I need to clarify, how many “24 hours” are we expected to wait this time?
This claim has already been delayed unnecessarily, and we have been kept in the dark far too long. We require a concrete response within the promised 24 hours and a clear point of contact for any further communication.
We expect this matter to be handled urgently and professionally, without further excuses or delays.
Is there any point in having Auto & General insurance when your staff clearly don’t understand that they are providing a service we pay for, and that we make significant financial sacrifices to ensure we are covered - only to face hassle and incompetence when we actually need it?
After my call to Auto & General someone from Auto & General called my husband, took his statement and confirmed that the claim has now been registered, stating we will receive a response within 24 hours. I need to clarify, how many “24 hours” are we expected to wait this time?
This claim has already been delayed unnecessarily, and we have been kept in the dark far too long. We require a concrete response within the promised 24 hours and a clear point of contact for any further communication.
We expect this matter to be handled urgently and professionally, without further excuses or delays.
OB
Olwethu B's update03 Mar 2026, 18:07
Reviewer Update
Auto & General
Is there any point in having Auto & General insurance when your staff clearly don’t understand that they are providing a service we pay for, and that we make significant financial sacrifices to ensure we are covered - only to face hassle and incompetence when we actually need it?
After my call to Auto & General someone from Auto & General called my husband, took his statement and confirmed that the claim has now been registered, stating we will receive a response within 24 hours. I need to clarify, how many “24 hours” are we expected to wait this time?
This claim has already been delayed unnecessarily, and we have been kept in the dark far too long. We require a concrete response within the promised 24 hours and a clear point of contact for any further communication.
We expect this matter to be handled urgently and professionally, without further excuses or delays.
Is there any point in having Auto & General insurance when your staff clearly don’t understand that they are providing a service we pay for, and that we make significant financial sacrifices to ensure we are covered - only to face hassle and incompetence when we actually need it?
After my call to Auto & General someone from Auto & General called my husband, took his statement and confirmed that the claim has now been registered, stating we will receive a response within 24 hours. I need to clarify, how many “24 hours” are we expected to wait this time?
This claim has already been delayed unnecessarily, and we have been kept in the dark far too long. We require a concrete response within the promised 24 hours and a clear point of contact for any further communication.
We expect this matter to be handled urgently and professionally, without further excuses or delays.
Auto & General's replyOfficial
04 Mar 2026, 08:01Good day Olwethu,
We will remind our team to be in touch with you.
Kindly provide with your policy or ID number as we are not able to trace a policy using your cellphone number or email address.
Kind regards,
The Auto & General team
We will remind our team to be in touch with you.
Kindly provide with your policy or ID number as we are not able to trace a policy using your cellphone number or email address.
Kind regards,
The Auto & General team
Auto & General's reply04 Mar 2026, 08:01
Official
Good day Olwethu,
We will remind our team to be in touch with you.
Kindly provide with your policy or ID number as we are not able to trace a policy using your cellphone number or email address.
Kind regards,
The Auto & General team
We will remind our team to be in touch with you.
Kindly provide with your policy or ID number as we are not able to trace a policy using your cellphone number or email address.
Kind regards,
The Auto & General team
OB
It is now Day 4 since we submitted a claim to Auto & General on Monday, 2 March at 09:07. The incident happened the previous day, and as usual, we emailed the claims department.
Since then, we have been dragged through a slow, frustrating process. There has been no sense of urgency, no clear direction, and no progress toward finalising the claim. Instead, once a day we receive a single question, which we answer promptly, only for another question to arrive the next day. This cycle of delay leaves us wondering: will this claim ever be finalised?
This is not our first experience with Auto & General-it is our third claim, and the pattern is identical. Always trying to duck and dive a claim. cover, and the treatment is dismissive, unprofessional, and disrespectful.
Auto & General’s brand is being defined by neglect and disregard. Is this truly what they stand for, slow responses, unanswered emails, and no urgency when clients are in need?
Is it standard procedure to not even know the person handling your claim? The claims Team Leader is also not responding to emails, let alone an ackowledgement. And one wonders why the staff is so negligent.
Olwethu B's updateReviewer Update
05 Mar 2026, 14:09It is now Day 4 since we submitted a claim to Auto & General on Monday, 2 March at 09:07. The incident happened the previous day, and as usual, we emailed the claims department.
Since then, we have been dragged through a slow, frustrating process. There has been no sense of urgency, no clear direction, and no progress toward finalising the claim. Instead, once a day we receive a single question, which we answer promptly, only for another question to arrive the next day. This cycle of delay leaves us wondering: will this claim ever be finalised?
This is not our first experience with Auto & General-it is our third claim, and the pattern is identical. Always trying to duck and dive a claim. cover, and the treatment is dismissive, unprofessional, and disrespectful.
Auto & General’s brand is being defined by neglect and disregard. Is this truly what they stand for, slow responses, unanswered emails, and no urgency when clients are in need?
Is it standard procedure to not even know the person handling your claim? The claims Team Leader is also not responding to emails, let alone an ackowledgement. And one wonders why the staff is so negligent.
OB
Olwethu B's update05 Mar 2026, 14:09
Reviewer Update
It is now Day 4 since we submitted a claim to Auto & General on Monday, 2 March at 09:07. The incident happened the previous day, and as usual, we emailed the claims department.
Since then, we have been dragged through a slow, frustrating process. There has been no sense of urgency, no clear direction, and no progress toward finalising the claim. Instead, once a day we receive a single question, which we answer promptly, only for another question to arrive the next day. This cycle of delay leaves us wondering: will this claim ever be finalised?
This is not our first experience with Auto & General-it is our third claim, and the pattern is identical. Always trying to duck and dive a claim. cover, and the treatment is dismissive, unprofessional, and disrespectful.
Auto & General’s brand is being defined by neglect and disregard. Is this truly what they stand for, slow responses, unanswered emails, and no urgency when clients are in need?
Is it standard procedure to not even know the person handling your claim? The claims Team Leader is also not responding to emails, let alone an ackowledgement. And one wonders why the staff is so negligent.
Auto & General's replyOfficial
05 Mar 2026, 14:30Good day Olwethu,
We understand that you are frustrated and need to have feedback regarding your claim and you need your claim finalized as soon as possible.
In order for us to be able to assist you, kindly send us a private message and provide us with your policy or ID number and contact number.
Kind regards,
The Auto & General team
We understand that you are frustrated and need to have feedback regarding your claim and you need your claim finalized as soon as possible.
In order for us to be able to assist you, kindly send us a private message and provide us with your policy or ID number and contact number.
Kind regards,
The Auto & General team
Auto & General's reply05 Mar 2026, 14:30
Official
Good day Olwethu,
We understand that you are frustrated and need to have feedback regarding your claim and you need your claim finalized as soon as possible.
In order for us to be able to assist you, kindly send us a private message and provide us with your policy or ID number and contact number.
Kind regards,
The Auto & General team
We understand that you are frustrated and need to have feedback regarding your claim and you need your claim finalized as soon as possible.
In order for us to be able to assist you, kindly send us a private message and provide us with your policy or ID number and contact number.
Kind regards,
The Auto & General team
Auto & General's replyOfficial
05 Mar 2026, 16:15Good day Olwethu,
Thank you for your contact number.
We will escalate your complaint to the relevant team to assist you as soon as possible.
Kind regards,
The Auto & General team
Thank you for your contact number.
We will escalate your complaint to the relevant team to assist you as soon as possible.
Kind regards,
The Auto & General team
Auto & General's reply05 Mar 2026, 16:15
Official
Good day Olwethu,
Thank you for your contact number.
We will escalate your complaint to the relevant team to assist you as soon as possible.
Kind regards,
The Auto & General team
Thank you for your contact number.
We will escalate your complaint to the relevant team to assist you as soon as possible.
Kind regards,
The Auto & General team