Auto & General - focused on delivering frustration to our unhappy client

Auto & General Insurance Company Ltd: Your website states "We're focused on delivering excellence ... that translates to happy client". I think you need to re-focus because you have MISSED the mark completely!

My husband and I pay our home insurance every month and on time. We had a burst pipe in our drive way a month ago. It has been and still is a very frustrating process trying to get the job finished. You have wasted our time and acted unprofessionally and been extremely unreliable as our service provider.

- You did not know your own policies and tried to over charge us on excess. We had to help you read your own contract with us which wasted days.

- You sent contractor plumbers days later who destroyed our driveway, they then had to return because the pipes were still leaking. Eventually they stopped the leak but did as little as possible to save costs and we are still unhappy with the job done.

- Over a week later you sent an assessor who never sent in the claim and we spent hours on the phone and over emails trying to get answers. All the while we had a hole in our drive way with exposed pipes.

- You eventually receive the assessors forms and proceed to take another week to call out the next contractor.

- The contractor arrives and they cannot finish the job because your assessor did not give the correct specs and problem details.

- Current problem is that 6 days ago you were alerted to the fact that we have two taps sticking out of the tar in our drive way. You were asked by YOUR contractor to re-send the plumbers to finish the job correctly. You have still not rep**** or done anything.

We have exhausted every possible avenue to try get a response from Auto & General to take this matter seriously.

Matter - still unresolved and a month in over a burst pipe