FX
Florence X
1 reviews | Active since Jul 2018
15 Apr 2019, 17:03
AUTO NIGHTMARE
The experience I have received from A&G with only 3 days into my claim is appalling. Been left stranded for a vehicle all because the person who initially signed me up failed to advise me that the courtesy car option I took is that first entry vehicles but also moSt importantly that these cars are all MANUALS. Which makes absolutely no sense for a client taking insurance on a vehicle that's an AUTOMATIC transmission vehicle. Been sent from pillar to post, having supposed managers promise to return my call and never do to further advice on status of my request, instead having a consultant call me and tell me blatant lies on a recorded line that my issue has been escalated and that the manual car would be swapped for an automatic at no additional cost and I would get feedback before 5pm. I mentioned I have no means of transportation and would appreciate if the matter is treated with urgency before 5. I've left a child at home with someone I'll have to thank by means of funds for looking after her. Might I just add what you might regard useless information, I arrived at the rental place around 10:15am from a 12 hour shift. I knocked off at 7:30. I have not rested and nowe at 16:55 still I have not been helped as Mpho promised. The car rental place advised they have not received no authorization from Mpho (Auto & Gen). I have never been more grateful to have the call recorded app on my phone. I will request a refund of my deposit paid and leave this place and walk home. This is after all how insurance companies have no regard for people but more so for their money. This also makes me anticipate the outcome my claim. After been questioned again about the incident during my distress of not getting nowhere with my rental car. Ombudsman door will soon be my next door step. This will serve as an awareness of how Auto & General treated me.
My refund is refund until 4 working days. Wonderful.
Helpful (0)
Replies (5)0
Replies (5)
Auto & General's replyOfficial
15 Apr 2019, 17:13We acknowledge receipt of your complaint.
We will be in contact with you to discuss your concerns tomorrow during our office hours.
Kind Regards,
The Auto & General Team
We will be in contact with you to discuss your concerns tomorrow during our office hours.
Kind Regards,
The Auto & General Team
Best regards,
Auto & General's reply15 Apr 2019, 17:13
Official
We acknowledge receipt of your complaint.
We will be in contact with you to discuss your concerns tomorrow during our office hours.
Kind Regards,
The Auto & General Team
We will be in contact with you to discuss your concerns tomorrow during our office hours.
Kind Regards,
The Auto & General Team
Best regards,
Auto & General's replyOfficial
16 Apr 2019, 09:47Update:
We sincerely apologise for the inconvenience this has caused, and confirm that that the issue as has been resolved.
Please feel free to contact our Customer Relation Specialist if you need further assistance.
Kind Regards,
The Auto & General Team.
We sincerely apologise for the inconvenience this has caused, and confirm that that the issue as has been resolved.
Please feel free to contact our Customer Relation Specialist if you need further assistance.
Kind Regards,
The Auto & General Team.
Best regards,
Auto & General's reply16 Apr 2019, 09:47
Official
Update:
We sincerely apologise for the inconvenience this has caused, and confirm that that the issue as has been resolved.
Please feel free to contact our Customer Relation Specialist if you need further assistance.
Kind Regards,
The Auto & General Team.
We sincerely apologise for the inconvenience this has caused, and confirm that that the issue as has been resolved.
Please feel free to contact our Customer Relation Specialist if you need further assistance.
Kind Regards,
The Auto & General Team.
Best regards,
Auto & General's replyOfficial
16 Apr 2019, 09:49Update:
As discussed, please feel free to contact me if you need further assistance.
Kind Regards,
Dorothy Smit.
***
As discussed, please feel free to contact me if you need further assistance.
Kind Regards,
Dorothy Smit.
***
Best regards,
Auto & General's reply16 Apr 2019, 09:49
Official
Update:
As discussed, please feel free to contact me if you need further assistance.
Kind Regards,
Dorothy Smit.
***
As discussed, please feel free to contact me if you need further assistance.
Kind Regards,
Dorothy Smit.
***
Best regards,
FX
Florence X's updateReviewer Update
30 Apr 2019, 12:38It's not nice always having to complain about service provided by companies because frankly it tarnishes the image of a brand. And having to be a client that always has to complain to get the service you feel you deserve is also exhausting. We as clients choose to make business with certain companies or brands because we trust them. But once a client loses trust in a company due to bad service, the company not only stands to lose a loyal client but the reputation of the brand becomes debatable because rest assured 1 unsatisfied client will complain and instill doubt on future clients on whether they want to tisk making business with a company that's failing to keep their current clientele happy.
I complained about how terribly rental courtesy car matter was handled little over a couple of weeks ago. And I appreciate how the issue was remedied. But to my surprise I'm yet facing another predicament with my insurance. Counting from when I put in my claim and when it was finalised, a total of 14 days was taken. Which was a result of weekends and public holidays which a client is expected to understand is not a normal working day therefore nothing can be done. However the same analogy does not apply when the number of days counted for a client to keep a courtesy car for. If my car claim was only approved on the 26th April (10 days into my 15 days rental period) what is a client then expected to use as means of transportation during the repairs of the vehicle which will take another period of time when thwe insurance refuses to extend the days of the courtesy car? Guess what my beloved insurance says? "You need to pay for extention of days out of your own pocket" How about I then reverse my premium for this month to pay for that extention since I have had to save up for your excess of R8600.
How is that an okay manner to treat a client?
FX
Florence X's update30 Apr 2019, 12:38
Reviewer Update
It's not nice always having to complain about service provided by companies because frankly it tarnishes the image of a brand. And having to be a client that always has to complain to get the service you feel you deserve is also exhausting. We as clients choose to make business with certain companies or brands because we trust them. But once a client loses trust in a company due to bad service, the company not only stands to lose a loyal client but the reputation of the brand becomes debatable because rest assured 1 unsatisfied client will complain and instill doubt on future clients on whether they want to tisk making business with a company that's failing to keep their current clientele happy.
I complained about how terribly rental courtesy car matter was handled little over a couple of weeks ago. And I appreciate how the issue was remedied. But to my surprise I'm yet facing another predicament with my insurance. Counting from when I put in my claim and when it was finalised, a total of 14 days was taken. Which was a result of weekends and public holidays which a client is expected to understand is not a normal working day therefore nothing can be done. However the same analogy does not apply when the number of days counted for a client to keep a courtesy car for. If my car claim was only approved on the 26th April (10 days into my 15 days rental period) what is a client then expected to use as means of transportation during the repairs of the vehicle which will take another period of time when thwe insurance refuses to extend the days of the courtesy car? Guess what my beloved insurance says? "You need to pay for extention of days out of your own pocket" How about I then reverse my premium for this month to pay for that extention since I have had to save up for your excess of R8600.
How is that an okay manner to treat a client?
FX
Florence X's updateReviewer Update
30 Apr 2019, 13:0515 days counted from the day you put in a claim before the actual repairs begin makes little to no sense to me. Why not give 30 days like other insurances? Sadly these are things which are seldom if never highlighted or emphasised when taking up a product with any company. They would rather focus on grabbing your attention with the fairytale they offer you to take up business with them. Anything that is to a client's disadvantage is always in microscopic print that they'll someday use to their advantage. It remains your responsibility to not focus on securing a sale/client but also ensure the client understands what their signing up for.
And with valid merit given, be willing to make exceptions in effort to keep a client satisfied and giving referrals. My brothers both have taxi's with no insurance and with such service I wouldon't never recommend my insurance. I work in a corporate company and have colleagues I will go to work and vent about my experience with Auto & Gen. That is not how a company/brand earns high standards/ratings but the opposite.
I can only pray I will not have any complaints about the repairs done on my car. People we pay out expensive premiums with no issues out of respect and full trust on our insurance companies because we understand that at any given time life can happen and we'd need help. Despite of the that it's only 2 premiums or 20 years worth of. We trust and commit. Treat us with some form of value.
FX
Florence X's update30 Apr 2019, 13:05
Reviewer Update
15 days counted from the day you put in a claim before the actual repairs begin makes little to no sense to me. Why not give 30 days like other insurances? Sadly these are things which are seldom if never highlighted or emphasised when taking up a product with any company. They would rather focus on grabbing your attention with the fairytale they offer you to take up business with them. Anything that is to a client's disadvantage is always in microscopic print that they'll someday use to their advantage. It remains your responsibility to not focus on securing a sale/client but also ensure the client understands what their signing up for.
And with valid merit given, be willing to make exceptions in effort to keep a client satisfied and giving referrals. My brothers both have taxi's with no insurance and with such service I wouldon't never recommend my insurance. I work in a corporate company and have colleagues I will go to work and vent about my experience with Auto & Gen. That is not how a company/brand earns high standards/ratings but the opposite.
I can only pray I will not have any complaints about the repairs done on my car. People we pay out expensive premiums with no issues out of respect and full trust on our insurance companies because we understand that at any given time life can happen and we'd need help. Despite of the that it's only 2 premiums or 20 years worth of. We trust and commit. Treat us with some form of value.