Good service. App needs work.

This claim continues to drag on without resolution.  I am not sure if this is due to ignorance, incompetence, or a general unwillingness to pay out a claim.  The claims representative I have been dealing with, Faheem, seems not able to apply basic logic to the conditions of claim validity.  My wife has an non-SA license issued in the United States.  Faheem seemed confused as to whether this was an international driving license, but based on A&G own definitions, her license is clearly subsumed under the category of "International License".

From the "Claims Decision Making Guidelines" document:
"...if a regular drive of an insured vehicle.. is a non-SA citizen, then such a driver will be deemed to have a valid driver's license for the purposes of our contract if:
The driver is the holder of:
-a valid international driving permit, or
- a valid driving license that was issued in a country or territory outside of SA."

The last time I checked, the United States is a country outside of SA.

Please train your claims processing consultants better or at least make sure they have at least a basic understanding of geography.

After weeks of back and forth with Auto and General including whilst I was supposed to be on holiday with my family, they have finally agreed to honour the policy and pay out the claim. But this only came about after I insisted on speaking with a claims manager. The issue even went to their "grey area" panel or whatever they call it. That entity wanted me to get some sort of documentation from the traffic department. One does wonder how something like this can go through so many hands before it is acknowledged that the US is a country outside of SA.

Anyway, I am grateful to the reasonable claims manager who listened intently and expedited the claim so I could at least enjoy my holiday without this hanging over my head. I am hopeful that A&G will offer better service going forward. Let's see how the actual payout goes...