DO
David O
1 reviews | Active since Feb 2021
05 Jun 2022, 13:43
Friendly operators, appalling logistics
Our vehicle got bogged down in river sand. Although the phone operators were courteous to me, they failed to relay essential information to the tow trucks. So, tow trucks got lost and them were themselves stuck, waited for a truck to pull them out, then that truck got lost. This happened twice in a row! It was a fiasco. I was stuck until midnight, outdoors, in winter, with my 4-year old while this went on. My vehicle stayed stuck, unlocked, in a public place for 24 hours until I personally took charge of logistics, arranging everything with the third tow company to bring a 4x4. They had us out in seconds. Please, A&G, improve your communication protocol and logistics prep.
Helpful (0)
Replies (7)0
Replies (7)DO
David O's updateReviewer Update
05 Jun 2022, 13:58Additional information: I sent pin locations, detailed instructions, photograph of the situation and specific requests for a 4x4 recovery vehicle. None of this was forwarded to the tow truck driver. So the poor driver got lost and stuck, called arrecovery, got towed out, gave up and went home. Then A&G told me that they could not arrange for a tow truck to come out again "because it is night time". So my car spent the night, unlocked, with keys, valuables, everything. Next day, I had to call A&G to get the ball rolling again. Then, after their experience of the day before, they again relayed no information to the second tow company, so the performance of the day before repeated exactly! Thatxcompany also gave up. I then took over logistics completely, and got a 4x4 recovery there to finish the job. It was not rocket science, just decent communication. Come on guys.
DO
David O's update05 Jun 2022, 13:58
Reviewer Update
Additional information: I sent pin locations, detailed instructions, photograph of the situation and specific requests for a 4x4 recovery vehicle. None of this was forwarded to the tow truck driver. So the poor driver got lost and stuck, called arrecovery, got towed out, gave up and went home. Then A&G told me that they could not arrange for a tow truck to come out again "because it is night time". So my car spent the night, unlocked, with keys, valuables, everything. Next day, I had to call A&G to get the ball rolling again. Then, after their experience of the day before, they again relayed no information to the second tow company, so the performance of the day before repeated exactly! Thatxcompany also gave up. I then took over logistics completely, and got a 4x4 recovery there to finish the job. It was not rocket science, just decent communication. Come on guys.
Auto & General's replyOfficial
05 Jun 2022, 17:10 Hi David,
We would like to apologise for the service you received.
We will escalate your matter to the relevant team to investigate. They will contact you during office hours with feedback.
Kind Regard,
The Auto & General Team
We would like to apologise for the service you received.
We will escalate your matter to the relevant team to investigate. They will contact you during office hours with feedback.
Kind Regard,
The Auto & General Team
Best regards,
Auto & General's reply05 Jun 2022, 17:10
Official
Hi David,
We would like to apologise for the service you received.
We will escalate your matter to the relevant team to investigate. They will contact you during office hours with feedback.
Kind Regard,
The Auto & General Team
We would like to apologise for the service you received.
We will escalate your matter to the relevant team to investigate. They will contact you during office hours with feedback.
Kind Regard,
The Auto & General Team
Best regards,
DO
David O's updateReviewer Update
11 Jun 2022, 06:52UPDATE: Auto and General failed to follow through on their automated response above, from 5th June. In fact, I let them take my car to assess it as they told me that assessment would be completed in one business day. Then they told me it would be a week. Then I had to call on the day only to be told to wait another week. Remember, my upholstery was sopping wet this whole time while they had my car stored at the tow yard. It's been 9 days and I'm still waiting for the assessment. I would never have let them take my car if they had been honest with me about how long they would take.
DO
David O's update11 Jun 2022, 06:52
Reviewer Update
UPDATE: Auto and General failed to follow through on their automated response above, from 5th June. In fact, I let them take my car to assess it as they told me that assessment would be completed in one business day. Then they told me it would be a week. Then I had to call on the day only to be told to wait another week. Remember, my upholstery was sopping wet this whole time while they had my car stored at the tow yard. It's been 9 days and I'm still waiting for the assessment. I would never have let them take my car if they had been honest with me about how long they would take.
Auto & General's replyOfficial
11 Jun 2022, 08:18Hi David,
We are sorry for the poor service you have received.
We have escalated this to our management team, and you be will be contacted today.
Kind Regards,
The Auto & General Team
We are sorry for the poor service you have received.
We have escalated this to our management team, and you be will be contacted today.
Kind Regards,
The Auto & General Team
Best regards,
Auto & General's reply11 Jun 2022, 08:18
Official
Hi David,
We are sorry for the poor service you have received.
We have escalated this to our management team, and you be will be contacted today.
Kind Regards,
The Auto & General Team
We are sorry for the poor service you have received.
We have escalated this to our management team, and you be will be contacted today.
Kind Regards,
The Auto & General Team
Best regards,
DO
David O's updateReviewer Update
11 Jun 2022, 09:00UPDATE: A&G called and left a message saying that they will call again Monday (today is Saturday). Let's see what transpires. I'm planning to call a broker next week to switch to a different insurance company if A&G haven't done something concrete to move this case forward by Monday end of day.
DO
David O's update11 Jun 2022, 09:00
Reviewer Update
UPDATE: A&G called and left a message saying that they will call again Monday (today is Saturday). Let's see what transpires. I'm planning to call a broker next week to switch to a different insurance company if A&G haven't done something concrete to move this case forward by Monday end of day.
Auto & General's replyOfficial
13 Jun 2022, 08:39Hi David,
Our team will contact you before end of business today with feedback.
Kind Regards,
The Auto & General Team
Our team will contact you before end of business today with feedback.
Kind Regards,
The Auto & General Team
Best regards,
Auto & General's reply13 Jun 2022, 08:39
Official
Hi David,
Our team will contact you before end of business today with feedback.
Kind Regards,
The Auto & General Team
Our team will contact you before end of business today with feedback.
Kind Regards,
The Auto & General Team
Best regards,
DO
David O's updateReviewer Update
18 Jul 2022, 19:29FINAL UPDATE:
Today, 18 July 2022, Auto and General paid out to cover the retail price of the vehicle, which had to be written off.
I would like to thank Team Leader, N. Antonie, for taking the case on and making sure things moved forward.
I found it a long and grueling process, and I am glad it is over. It being the first time I have claimed from insurance, I am not sure what the benchmark is. Hopefully the thread above will help the reader to make an informed decision.
Today, 18 July 2022, Auto and General paid out to cover the retail price of the vehicle, which had to be written off.
I would like to thank Team Leader, N. Antonie, for taking the case on and making sure things moved forward.
I found it a long and grueling process, and I am glad it is over. It being the first time I have claimed from insurance, I am not sure what the benchmark is. Hopefully the thread above will help the reader to make an informed decision.
DO
David O's update18 Jul 2022, 19:29
Reviewer Update
FINAL UPDATE:
Today, 18 July 2022, Auto and General paid out to cover the retail price of the vehicle, which had to be written off.
I would like to thank Team Leader, N. Antonie, for taking the case on and making sure things moved forward.
I found it a long and grueling process, and I am glad it is over. It being the first time I have claimed from insurance, I am not sure what the benchmark is. Hopefully the thread above will help the reader to make an informed decision.
Today, 18 July 2022, Auto and General paid out to cover the retail price of the vehicle, which had to be written off.
I would like to thank Team Leader, N. Antonie, for taking the case on and making sure things moved forward.
I found it a long and grueling process, and I am glad it is over. It being the first time I have claimed from insurance, I am not sure what the benchmark is. Hopefully the thread above will help the reader to make an informed decision.