Auto & General - THE WORST BY FAR

Dear Auto & General Complaints Team,

I am writing on behalf of my mother, who is a pensioner, to formally lodge a complaint regarding the handling of her recent claim following an explosion in her kitchen. Despite logging the call promptly and making numerous follow-up calls, she has yet to receive any meaningful contact or update from your team - It also being well after the 24-48hrs period).

Initially, she was told that a supplier would reach out, then later informed that her case was with a senior consultant. However, she was denied direct access to a senior consultant or a manager, and her time was wasted by a junior consultant (Ryan) who could not assist her. On multiple occasions, she demanded that someone take ownership of her case, but no one has followed through.

Most recently, she was advised that consultants were unavailable due to a public holiday, and when transferred to a manager, she was instead sent to a voicemail line outside of operating hours. This lack of communication and accountability has left her feeling angry, upset, and deeply disappointed. It is unacceptable that as a paying client, and particularly as a pensioner, she is left at a disadvantage with no updates or resolution.

I request urgent action on the following:

Immediate contact from a senior consultant or manager who will take responsibility for her case.

A clear update on the status of her claim and the next steps.

Assurance that her case will be handled with the seriousness it deserves.

If we do not receive a satisfactory response within 5 business days, we will escalate this matter to the Ombudsman for Short-Term Insurance.

I trust that Auto & General will act swiftly to resolve this matter.

Sincerely, Kim Stoffels - *** Valerie Stoffels - ***