Auto & General Ignored Complaint for 8 Weeks and Went Silent for 4 Weeks After Admitting Service Failure

I am extremely disappointed with Auto & General Insurance and how my complaint has been handled — or rather, not handled. I am insured under MA***UZELA CAPITAL (PTY) LTD, Policy No. POLN:***. Timeline and facts: I lodged a formal complaint 8 weeks ago relating to a roadside assistance failure. Auto & General acknowledged the complaint and later admitted to a service failure, offering a service failure fee and “reasonable tow costs.” I disputed their findings, specifically their refusal to compensate for the vehicle damage caused as a direct result of their service failure. I formally requested that the matter be escalated to a supervisor or team leader and allowed 5 working days for a response. Auto & General last communicated with me 4 weeks ago. Since then, there has been complete silence. What happened: I explained that my cover is Third Party, Fire & Theft, meaning accident damage is not covered. I requested a tow to my residence to arrange private repairs. The roadside agent incorrectly insisted the vehicle could only be towed to an assessment centre. I was left stranded and forced to tow the vehicle myself. This resulted in damage to two vehicles, unnecessary costs, and a 22-hour ordeal. Current status: My disagreement with Auto & General’s findings has never been addressed. My request for escalation has been ignored. No supervisor or manager has contacted me. No timelines, updates, or resolution have been provided. Eight weeks without resolution — and four weeks of silence after admitting a service failure — is unacceptable and clearly contrary to the Treating Customers Fairly (TCF) principles. I am still awaiting: Formal escalation to a supervisor or team leader A substantive response to my dispute regarding liability for the damages A complete and fair resolution of this matter Auto & General, this level of delay and lack of communication is unacceptable. Please engage and resolve this matter urgently.