1 reviews | Active since Aug 2014
Change of address = no processing of claim
My vehicle was involved in a car accident in the Eastern Cape on the 28th/12/2015. My son bumped a cop car from behind. Police procedures not a hassle. Hassles started after the 4th of Jan when I had submitted my claim. Claim assigned to Christo Van Eck, who seems intent not to pay for the repairs to my vehicle because the vehicles place of residence on the system was never changed after a move in residence. He sent a form for my son to complete, which was done. He called me from a number that reflected Virgin Money on my phone, asking all sorts of questions. Assuming he was from Virgin Mobile, I answered accordingly because I have another vehicle insured with Virgin Mobile. He then proceeded to call my son and my daughter, harassing them and threatening non payment. Only after my son called me did I realize he was from Auto and General, not Virgin Money. The issue here is that the vehicle was involved in a car accident in the EC, not a hijacking or a vehicle theft, so I fail to see why the run around with regards to my claim. Even if the car was residing at the previous address, accident still would have happened. Risk still the same. Is this how A and G conducts business?
We acknowledge receipt of your complaint. We have investigated your concerns as raised above and want to reply thereto as follow(s).The consultant who contacted you works for Telesure Group Service, who is the administering body for a few Insurance Companies; such as Auto & General and Virgin Money Insurance. It is however noted that the claim is still in progress. Part of the validation process is to confirm the risk address, where the vehicle is kept overnight. We have confirmed that the risk had changed and that we were not informed about the change. Please understand the onus rest on the customer to inform the Insurance Company about any changes to the policy. The reason for this request (but not limited to) is that we need to establish if the risk is acceptable and to make sure that you pay the correct insurance premium for your specific insurance risk. Had we been informed about the change in risk address the premium would have been substantially higher. We were therefor not granted the opportunity to underwrite the correct risk and the Insurance Company suffered premium prejudice. We will provide you with final feedback on the outcome soonest. Regards, Auto&General
We acknowledge receipt of your complaint. We have investigated your concerns as raised above and want to reply thereto as follow(s).The consultant who contacted you works for Telesure Group Service, who is the administering body for a few Insurance Companies; such as Auto & General and Virgin Money Insurance. It is however noted that the claim is still in progress. Part of the validation process is to confirm the risk address, where the vehicle is kept overnight. We have confirmed that the risk had changed and that we were not informed about the change. Please understand the onus rest on the customer to inform the Insurance Company about any changes to the policy. The reason for this request (but not limited to) is that we need to establish if the risk is acceptable and to make sure that you pay the correct insurance premium for your specific insurance risk. Had we been informed about the change in risk address the premium would have been substantially higher. We were therefor not granted the opportunity to underwrite the correct risk and the Insurance Company suffered premium prejudice. We will provide you with final feedback on the outcome soonest. Regards, Auto&General