Auto & General rejected a claim unfairly.

I lodged the claim in 2023, and Auto and General appointed their own service provider, who quoted R9,000.00 for repairs to the fender and wheel arch. Auto and General accepted this quote and informed me they would settle R5,000.00, leaving me to pay the remaining R4,000.00, which I couldn’t afford. I requested permission to use a service provider of my choice, but Auto and General rejected this request at the time. In April 2025, I revisited this request, and they granted permission to submit a new quote from my preferred service provider. They didn’t ask me to re-evaluate the damage or re-lodge the claim (as the initial claim had already prescribed). Instead, they instructed me to submit a quote based on the previously approved claim, which I did.

I submitted a quote for the same damages reported in 2023, but Auto and General claimed I had only lodged a claim for the bumper. I asked the assisting Auto and General employee for their direct contact details to explain the claim’s full history. They never responded and instead selected a line item for the bumper from the combined quote and settled only that amount, without clarifying how the quote was calculated.

I returned to the service provider with the settlement amount, and they reminded me that the negotiated discount was based on the full scope of repairs, including the wheel arch and fender. They then provided a bumper-only quote, which I included in my dispute email. I then requested that Auto and General to find a service provider who will repair the bumper for the settlement amount provided. I told them that I was willing to take the car to that provider for the repairs and use the settlement to pay for it.

They ignored this request, and asked me to open a new claim for fender and wheel arc, which I did. After this, they requested a proof that I fixed the bumper with the settlement that they paid, the one with the amount that they couldn't find a service provider that would agree to fix the bumper with. I told them many times that didn't fix the bumper because they payment was not enough to do so, I even offered to transfer it back into their account so that they can find me a panel beater that will take that amount to fix the bumper. They ignored all of this and ultimately rejected the claim, reason being that I "refused to comply with their reasonable request", that of sending the proof of repairs.