Horrible Service From Auto & General - Please Be Careful of this Insurer

I am writing to formally express my dissatisfaction with the handling of my claim (September 2024) and the subsequent repair process facilitated by your appointed repairer, Ben's Spray Painters (Paint A Car) in Richards Bay.

While my car was under repair, the repairer caused extensive additional damage, including destruction of the battery, computer box, and mechatronic unit. Despite these issues, I only received the car in mid-December 2024. After using it for a few days, it broke down, rendering it immobile due to what diagnostics later revealed as an electronic voltage spike, which aligns with damage previously mentioned by the repairer.

I reported this to Auto & General on 15 January 2025, but to date, no resolution or update has been provided. Despite my repeated follow-ups (3–4 calls per week), I have received no feedback from your assessor, Mr. Zubair Ismail. This delay and lack of communication are highly unprofessional.

Furthermore, I had to personally tow the car from Mayfair Gearbox in Richards Bay, where I suspect collusion between the diagnostic provider and the repairer to falsify reports. Shockingly, your company still relies on the repairer who initially caused the damage to provide reports, despite their negligence.

Currently, my car remains undrivable, with additional issues such as:

Missing center caps for two rims (lost by the repairer).

A damaged bumper cover (improperly secured by the repairer).

A cracked left mirror (repaired with an already damaged second-hand part).

This level of service is appalling, and the disregard for my concerns shows a lack of accountability and care for your customers. I request immediate action to resolve this matter, including compensation for the additional damages and inconvenience caused by your repairer.

I expect a detailed response with a resolution, failing which I will escalate this matter to the Ombudsman for Short-Term Insurance and seek legal action as well through my lawyer.