1 reviews | Active since Jan 2019
Disappointingly poor service
Bitterly disappointed. Joined Auto and General earlier this year, opted in for Scratch and Dent cover.
I submitted a claim on the 17th of August, and they delayed processing the claim, because my debit order is scheduled for the ‘end of the month’ even though the app confirms my policy is paid up to date (previous month’s payment = this month’s cover?!?)
According to the (rude) consultant, a claim in August can only be processed once the debit order for August (end of the month) is confirmed paid - though apparently the same principle does not apply for insurance itself.
After then delaying processing the claim, and not accepting proof of the debit order going through, they informed me via email that they received my withdrawal of the claim, and closed it.
I’m very disappointed to say the least, and considering moving my insurance. It’s not worth it to opt-in to value add products such as scratch and dent coverage when it’s this complicated.
thank you for taking the time to share your experience. We sincerely apologize for the frustration and disappointment caused by the handling of your Scratch and Dent claim.
We understand your concerns regarding the claims process, the communication you received about your policy payments, and the closure of your claim. The level of service you've described, including your interaction with our consultant, is not the standard we aim to provide to our customers.
We'd like the opportunity to investigate the matter thoroughly, including the circumstances surrounding the claim delay, the payment verification process, and the notification indicating that your claim had been withdrawn.
We will be in touch.
Kind regards,
The Auto & General team
thank you for taking the time to share your experience. We sincerely apologize for the frustration and disappointment caused by the handling of your Scratch and Dent claim.
We understand your concerns regarding the claims process, the communication you received about your policy payments, and the closure of your claim. The level of service you've described, including your interaction with our consultant, is not the standard we aim to provide to our customers.
We'd like the opportunity to investigate the matter thoroughly, including the circumstances surrounding the claim delay, the payment verification process, and the notification indicating that your claim had been withdrawn.
We will be in touch.
Kind regards,
The Auto & General team