Disappointing Claims and Dispute Experience with Auto & General

This is my second review of Auto & General, and unfortunately, my experience continues to be extremely frustrating.

I was involved in a motor vehicle accident on 23 May 2026 and subsequently initiated a claim with Auto & General. As part of the process, I was assigned a specialist claims adjudicator. During our engagement, I raised several concerns regarding facts and assumptions that I believed were incorrect and not applicable to my circumstances. Despite providing explanations and despite video evidence supporting my version of events, these concerns do not appear to have been adequately considered. The insurer ultimately declined my claim.

Another significant concern is that the insurer appears to have re**** on an assessment conducted approximately 10 days after the accident occurred. The incident took place in a public area, where conditions could have changed substantially during that period. Vehicles, objects, markings, debris, and other environmental factors can be altered, moved, removed, or introduced over time. Despite this, it seems that conclusions were drawn without adequately considering the possibility that the scene may not have accurately reflected the circumstances as they existed on the day of the accident.

I also feel that I am being unfairly penalised based on assumptions relating to the presence of other vehicles similar to mine within the area. This is particularly concerning because the available video evidence appears to support my version of events and does not align with the conclusions that have been reached.

Following receipt of the adjudication outcome, which provided only limited information regarding the reasons for the rejection, I lodged a formal dispute. As part of that dispute, I requested access to all material re**** upon in reaching the decision, including:

- Video evidence - Witness statements - Audio recordings - Repair estimates - Any other supporting documentation used in the assessment of my claim

To date, I have only been provided with a forensic report that appears to support the insurer's position. However, it omits key facts, my own statement, and statements from other witnesses who had a direct line of sight to the accident scene.

What has been most concerning is the lack of meaningful communication throughout this process. Despite numerous attempts to obtain clarity and updates, responses have been limited, unclear, and dismissive of the impact this prolonged dispute has had on me as the affected policyholder.

As a result, I escalated the matter to the Ombudsman for assistance, as I am concerned that the claims and dispute process has not been conducted fairly or transparently. The Ombudsman subsequently requested that Auto & General respond by 2 September 2026, while indicating that normal communication channels should remain open during the investigation.

However, it has since been conveyed to me that Auto & General no longer wishes to communicate directly with me regarding my case. I struggle to understand how this can be considered fair customer service, particularly when the matter remains unresolved and I continue to seek clarity regarding the evidence and reasoning used to reject my claim.

This experience has also left me questioning whether I am being treated differently for reasons unknown to me. While I cannot say with cer*****y why this has happened, the lack of transparency, responsiveness, and willingness to address my concerns has led me to feel that I am not being treated fairly.

During the assessment process, I was repeatedly told that "the science would do the talking." Yet the conclusions appear to be based on facts that I challenged from the outset, and the clarifications I have requested regarding those facts have never been properly addressed.

In my view, Auto & General has not handled my matter fairly, openly, or within a reasonable timeframe. What should have been a straightforward claims and dispute process has become a prolonged, stressful, and deeply disappointing experience.