Auto & General is utter trash

Till today date I still haven’t been assisted by auto and general. Claim number ***, till today I haven’t been assisted. My car is even starting to get rusty because they blatantly refuse to assist me with the below query. What kind of service is this though? What about my consumer rights? I pay every month without fail but I’m being treated as if they are doing me a favour!!!!

I’m absolutely livid with the service I have received with both Auto & general and Mastercraft panel beaters in Durban point. I’ve been a customer with Auto & General for many years now. I come with the deepest of displeasure that I have to come to this platform and raise my utmost concern with the appalling service I have received with Auto and General with regards to my Scratches and Dents policy. It was the 24th of August when I sent pictures to the accessor with regards to the claim I had made on the 23 of August 2021 with my scratches and dents policy. Claim was there after approved. The left side of my car was where I made had sent pictures for the broker to attend to as it was the damaged side. The panel beater which goes by Mastercraft panel beater in Point Durban called me to bring the car in on Monday on the 1st of September which I did . I did a walk around evaluation of the my car with one of the consultants at Mastercraft panel beaters in which I also specified with her exactly which side I was there to fix and which was visibly so and that is the left hand side which she saw as well. My right hand nothing which I have pictures to prove even. In any case I didn’t want my right side to be fixed and Mastercraft panel beaters was well aware of this. On Wednesday the 3rd of September Mastercraft calls me to tell me the car is ready only to find that they had fixed the right side. I was livid at that point he owner or supervisor came to me and told me that they do what the broker tells them to do not what the customer tells them. I tell them but my quote was for the left side I specifically said left and the left was the area where the was the dents and it was visibly so. The supervisor or whoever that man was just pulled out the quote/invoice from the broker Auto and General which on the sketch it show the left side as damaged areas but now the line items it all refers to the right side . I was absolutely angry at that point because it was also a let down from Mastercraft as they knew exactly which side I was there for but still went on to fixing the right side . Till to date I don’t have my car because on the very same day I called Auto And General to complain about the situation which was a mess up from their side telling them to kindly assist as I had specifically said the left side which I had already even paid an excess of R575.00. I’ve been calling every day on my accord with my own airtime they are saying they are still accessing and they escalated which I don’t understand as to how has this been escalated since last week still there is not movement. I’m so angry I’m frustrated I’ve been buying airtime having to stay on a call close to 20minute everyday till today I haven’t been assisted because I told the panel beater I won’t take the car till they fix the right side and they said waiting on the broker. I travel 45 minutes to and fro from work two weeks now I’m requesting as I have no means of transportation. I’m so angry and absolutely disgusted at the level or service I have received from Auto and General. It’s in black and white Their mistake what it is they are investigating and escalating I don’t know. I’ve been inconvenienced and I’m emotionally drained. This in so many was goes against The South African Consumer Protection Act, No 68 of 2008. I’m really disappointed dissatisfied and considering changing this insurance.