Extremely Disappointed with the Service – Will Be Cancelling My Policy

I’ve been a loyal customer of Auto & General Insurance since October 2019, recommending them to friends and family based on my previous experiences. However, after the recent events with my vehicle, I am incredibly disappointed and will be canceling my policy. On February 25, 2025, Durban (Isipingo-Prospecton) experienced floods, and my car was affected by water damage. The next day, February 26, 2025, I lodged a claim via the Auto & General app at 11:13 am. Nqobile, the agent I spoke with, advised me to submit the claim through the app, which I did. Shortly after, I received an email and app confirmation, including a reference number: DE***. I was told I would receive a call within 24 hours. As the situation worsened and the water level inside the car was high, with the alarm going off repeatedly, I called again on February 27, 2025, at 14:07. Unfortunately, I can’t remember the name of the lady I spoke to, but she assured me that after speaking with her manager, a tow truck would be sent to my location before the end of the business day. Unfortunately, nothing happened, and I had to wait. On February 28, 2025, at 09:09 am, I called again and spoke to Immanuel. He informed me that while my claim was visible in the system, it hadn’t been processed yet. If I hadn’t followed up, my claim would have been ignored, and I would have been waiting indefinitely while the damage to my vehicle worsened. He gave me a new reference number: DE***, and assigned Bulelwe Peter as my advisor. However, Bulelwe did not respond to my messages on the app. Immanuel then promised that a tow truck would be sent before the end of the day. Later at 17:19 pm, I received a call from Roadside Assist confirming they would be coming to tow my car. By that point, I had lost all confidence in the service. I told the agent not to bother coming, as I was now certain my car would only be attended to on Monday, March 3, 2025. Given the damage, I didn’t know what condition it would be in by then, and I was considering fixing it myself. The lack of urgency and the poor communication throughout this whole process have left me extremely frustrated. I never expected such a slow and ineffective response from an insurance company I’ve trusted for years. As a result, I will be canceling my policy with Auto & General and seeking a more reliable insurer. It’s truly disappointing to realize that I’ve been loyal to a company that lacks any sense of urgency or proper customer service in times of need.