Dragging feet and not paying

On the 13 January we were unfortunate in that our house was struck by lightning in which we lost electronic items. These electronic items include a dstv decoder, lmb for the dstv, WIFI router, alarm system(2 PIR's), a computer went bang, 40 inch tv.

The policy holder(my father) lodged a claim with you(Auto and general) and got the process started.

Due to circumstance been the policy holder not been available after that Friday, it was organised that Friday that two assessors from auto and general came and inspected the damaged items for a damage report. The two people who came were in no way dressed professionally as I expected some form of branded clothing with the company logo and branded car.

After the inspection we get feedback that the alarm and possibly the lmb for the dstv decoder are part of building insurance in which the policy holder has made a separate claim with Yolande from PSG.

Now getting to the contents of the insurance.

I just want to make it clear that all items struck by lightning were plugged in lightning protectors which had no effect in protecting them from the strike.

We had the misfortune of dealing with an *********** representative by the name of Celiwe Motha who has been dragging her feet and not getting back to us in the couple of weeks. In her earlier response there is a figure of R 19 555.00 for the damaged items. Then there are these two deductions less deduction of R 2700.00 and additional deduction of R 2000.00 to pay out as less as possible. Leaving the total at a ridiculous low amount of R 14855.00 to be paid out with a card that was supposed to be delivered to our house.

Additional to this incompetence is that she wants a broken washing machine from our house in which we have none.

The last email sent to Celiwe Motha sent was on the 8 February 2026 at 13:00 with *** added as a recipient.

Its been more than a month and the policy holder who is currently out of the country has been emailing and emailing Celiwe Motha who couldn't be bothered to reply after repeatedly asking about the card.(we don't want a card).

Auto and General who have been messing around(its only been a month) and not paying out has resulted in us having to fork out additional money to replace some of the above broken items been:

Dstv decoder - R 1 499.00 Router of R 1 599.00

The only items that would need to be replaced now would be: Television Computer

The card in this case is pointless and paying the claim directly into the bank account is preferred.

The policy holder has been with you for years paying well over R 100 000 in premiums and you couldn't even pay the full amount with all of these deductions. I suppose you have to get the money from somewhere to pay for your adverts on tv.

Looking at how Auto and General have dragged their feet, it may even be worth it to cancel this claim altogether and keep the no claim bonus that was due next year.

I expect this to be sorted out as soon as possible.