Cancel my policy please

I recently engaged Auto & General for a car insurance quotation. We were close to concluding the policy when the call was interrupted due to network issues. I was still expecting a follow-up call from the sales agent to go through the full terms and conditions, as we had not yet finalised or agreed to activate the policy.

To my surprise, I later saw that Auto & General had already debited my account, even though the process was not complete and I had not received any policy schedule, confirmation, or documentation outlining what was agreed to.

This is deeply concerning and raises questions around consent and proper disclosure, especially under the POPIA Act and Consumer Protection Act. It’s standard practice for a client to be fully informed and to receive a policy schedule or contract before any deductions are made. In my case, nothing was sent.

When we sent an email to cancel the policy, the response we received was that my wife had to confirm the cancellation, despite the fact that she did send the necessary email. I also spoke to a manager, who still refused to cancel the policy, even though I never received proper documentation or agreed to begin the cover.

This situation could have easily been avoided had the agent called back to complete the process before activating the policy. I hope Auto & General takes this feedback seriously and improves their sales and onboarding process to avoid activating policies prematurely.