Extremely Disappointed with Auto & General’s Service

As a business customer, my experience with Auto & General over the past five weeks has been nothing short of frustrating. Based on what I’ve dealt with, it’s clear that customer care and efficient service are not priorities for this company.

I was involved in an unfortunate accident on 19 May 2025—through no fault of my own—and contacted Auto & General the same day. All required documentation was submitted to a representative named Amado by 20 May at 13:25 (***/2). His first response came only on 21 May at 16:26, requesting some additional documents and promising an update by 27 May. We appreciated the timeframe and promptly submitted everything again on 22 May at 10:33.

However, on 27 May—the day we expected feedback—we had to follow up ourselves with a courtesy email at 10:19, highlighting the financial strain the delay was putting on our operations. Amado only read our email at 16:46 and responded at 17:21, again requesting more documentation without any prior notice. It was incredibly disheartening to feel as though we were being treated with suspicion, despite full cooperation. No proactive communication was offered—we always had to chase them for updates. This became the first warning sign of what turned into a long, bumpy road.

Despite escalating the matter to the complaints department, responses were either delayed or nonexistent. We finally received claim approval late on Friday, 30 May. From the date of the accident, it took 10 full days just to get a claim approved—a critical delay for a business like ours, where downtime translates directly into financial loss.

We had selected the rental vehicle option and received a car on 20 May, which initially helped as I was still physically recovering from the accident. But Auto & General failed to inform us that their internal validation process would eat up nearly half of the 30-day rental period. Because of these delays, we returned the rental on 21 June after only a short extension—again, a result of us constantly following up. Their response? “All within policy.” Meanwhile, our business was without a vehicle for a full week, absorbing the cost for a delay entirely out of our control.

Getting in touch with management was equally frustrating. We were promised return calls that never materialised. We managed to speak to a manager maybe twice—neither of which resulted in any meaningful support. To this day (26 June), we’re still waiting for a call back that was promised on 20 June. Each time, we’re told their timelines were met, but if this is considered "good service," then Auto & General’s standards are deeply concerning.

Our final concern is the legal process for recovering our excess from the at-fault party. We’ve provided dashcam footage proving liability, but our requests seem to fall on deaf ears. If the claims team is anything to go by, we’re not holding out much hope for the legal side either.

We’re sharing our experience to help other businesses make informed decisions before choosing Auto & General. If you're expecting responsiveness, proactive service, or a hint of accountability—look elsewhere.