Dipute about claim number ***

<p>My car had an accident on the 17th December 2016 and we called the insurance on the same day and the claim was registered on the 19th December 2016. We submitted all the required documentation and cooperated as required by the claim handler by the name of Bongani Merafe. He promised to provide feedback on the 29th December 2016 and instead a message was sent stating that they will call us on the 5th January 2017. They NEVER called on the specified date and was INTRUCTED to return the curtercy cacar hire (Europcar). On the 5th January 2017, i called Europcar and enquired on why the car needed to be returned back before the claim was finalised, then they alluded that the instruction was received Auto and General. I called Auto and General and talk to Edward who said that we need to submit enatis and duplicate car keys before the claim is finalised.We submitted on the 6th January and was promised that the money will be paid into the account which the insurance was paid from. I called them today and we were told stories that we wanted the money on a different account, which was not true. I am really dissappointed at the work ethics of such a reputable company, you leave me no choice but you leave me no choice but to report this ********* behaviour to the FSB and Ombudsman.</p> <p>This is really unacceptable because i am a customer and i deserve to be treated with honesty and transparency and i need to be informed of any changes that affects my claim. The fact that the story of changing the banking details that i have no knowledge of, raises eyebrows. The question is 'who wanted to change the banking details, and why?...........worse part is that i have submitted a stamped proof of banking details as well.</p> <p>I need to be called and given a REASONABLE explanation on why is my claim not paid out as promised, it is almost a month now and i truly believe that there should be a time frame on when the claims should be finalised.</p> <p> </p>