Decline claim : unsatisfactory services

The company vehicle was insured with Auto and General with Policy no *** . Description of vehicle is as follows Toyota Raider Gd6 , reg no . ND 42903 under Slovo Protection Services Pty Ltd When this vehicle was purchased from Toyota Umhlanga and it clearly registered on the business and not personal .

Insurance on vehicle was done by salesmen Mr Maharaj and it was said to be fore of business and not one specific driver .

Recently the vehicle met an accident and forwarded the claim with Auto and General . The claims handler was Shesnay Mckenzie . We have forwarded her all the necessary documents as per her request . She requested us to take out of damages to the vehicle and forwarded it to her . A week later we contacted her to find out the status of the claim . On telephonic with Shesnay and she stared she is waiting for Police verification . On the second week we called and it was said she is now waiting to verify with third party . I have informed her this is a business vehicle and it needs to be mobile and which generate revenue to the business .

Two days later she calls and say that that Mr Singh is the dedicated driver and none else , and if any other persons driver this vehicle an access of R5000 more will be charge for the claim to be process . Will the claim be declined and she said no ways will the claim be declined . I then said to Shesnay that this is a business vehicle and it was said to rep there will be more than one driver .

A day later she calls and say thar the claim has been settled for R27689.00 as per photo images on damages . I suggested to Shesnay that by photo images would not show u actual damages but a physical assessment would be more precised . Shesnay called a couple days later and stated to take the vehicle to Telesure at Springfield Park for assessment and which I did . Yet it inconvenience me and further causing me loss of business due to the vehicle not being operational . After the physical assessment a day later I was called by the call centre agent and she stated that the claim was declined . I then requested on what grounds was the claim declined and she said to me that Mr Singh is the dedicated driver for this vehicle and I said to her this is a company and I never mention that only I will be riding this vehicle .

She then stated she assume that I gave my wife permission to talk on behalf of me or make decisions . I then requested to show me in writing or by recording that I have given authority to my wife to make decisions on behalf of the business . They could supply me with proof of ad sort of doc or voice recording .

This agent said it was done by authorisation of my wife. I ask this agent who is the Director of the company and she said Mr Singh .

Why did you finalize the claim for R27689 .00 if u wanted to decline the claim initially ?

Why did u make me go through the whole process for three weeks and then say to me the claim is decline ? Why did the Claims handler Shesnay Mckenzie say they cannot decline the claim but you will pay a further excess of R5000 and which was on recording .

This Auto general has inconvenience me and also caused me pain and suffering . They also caused me loss of business during this whole saga . I also said her that my son was going to park the vehicle at my office when this accident occurred ad he was not using it for business purposes .

At this stage of the vehicle not being operational and it caused me loss of business financially and which Auto and General is responsible for.

I forwarded so many emails requesting the recordings with Miss Shesnay Mckenzie but till this date did not get it .

I also requested the voice recording as they assume I have given my wife authority to make decisions on behalf of the business .

I requested the final settlement of R27689 .00 and which till this date has not been emailed . The agent at Telesure are not professional and treat their customers as if they are doing us a favor . We as customers have to make calls to follow up on our claims not even a courtesy call . They live by assumptions and not following proper protocols . Even the management at this call centre is not very helpful .

This vehicle was purchased for business use and not for personal use by me .