aB
austin B
1 reviews | Active since May 2026
18 May 2026, 00:53
I am formally raising a serious complaint against Auto & General Insurance and their appointed repairer, Jocks Autobody & Dent Removers, due to ongoing delays, misrepresentation, and the financial loss I have suffered. My vehicle has been in for repairs
Formal Complaint: Financial Loss, Misrepresentation & Unacceptable Treatment – Auto & General / Jocks Autobody
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austin B's updateReviewer Update
18 May 2026, 01:17I am formally raising a serious complaint against Auto & General Insurance and their appointed repairer, Jocks Autobody & Dent Removers, due to ongoing delays, misrepresentation, and the financial loss I have suffered.
My vehicle has been in for repairs for an unreasonable period, and throughout this process I have been consistently misled about the progress.
On 08 May 2026, I personally visited the repairer and found that no work had been done on my vehicle. After confronting management, I was promised that my car would be prioritised and worked on over the weekend. This commitment was not honoured.
On 11 May, I was told that my vehicle was going for paint preparation. However, when I later inspected the vehicle, I discovered that no work had been done for several days. This clearly indicates misrepresentation and false updates.
I was then promised that my vehicle would be ready by Friday, which again did not happen. I am now being told that the vehicle will only be ready on 19 May. These repeated broken promises are completely unacceptable.
In addition to this:
- I was asked to pay for fuel added to my own vehicle while it is under the repairer’s control
- I have suffered direct financial loss as I rely on my vehicle for income
- I was offered a minimal R2,000 reduction on an R18,000 excess, which does not come close to covering my losses
- I was subjected to unprofessional and intimidating behaviour when I demanded accountability, including threats of security and police involvement
This matter reflects a complete failure in service delivery, accountability, and customer care from both Auto & General and Jocks Autobody.
I have already escalated this matter internally and am prepared to take it further to the National Financial Ombud if it is not resolved urgently.
At this stage, I expect the following without further delay:
- Immediate finalisation of repairs with no further excuses
- A substantial and fair reduction of my excess fee
- Compensation for the financial loss and inconvenience caused
- A formal explanation and accountability for the mismanagement of my claim
This experience has been unacceptable, and I will not hesitate to pursue all available channels until a fair resolution is reached.
Policy Number: ***
aB
austin B's update18 May 2026, 01:17
Reviewer Update
I am formally raising a serious complaint against Auto & General Insurance and their appointed repairer, Jocks Autobody & Dent Removers, due to ongoing delays, misrepresentation, and the financial loss I have suffered.
My vehicle has been in for repairs for an unreasonable period, and throughout this process I have been consistently misled about the progress.
On 08 May 2026, I personally visited the repairer and found that no work had been done on my vehicle. After confronting management, I was promised that my car would be prioritised and worked on over the weekend. This commitment was not honoured.
On 11 May, I was told that my vehicle was going for paint preparation. However, when I later inspected the vehicle, I discovered that no work had been done for several days. This clearly indicates misrepresentation and false updates.
I was then promised that my vehicle would be ready by Friday, which again did not happen. I am now being told that the vehicle will only be ready on 19 May. These repeated broken promises are completely unacceptable.
In addition to this:
- I was asked to pay for fuel added to my own vehicle while it is under the repairer’s control
- I have suffered direct financial loss as I rely on my vehicle for income
- I was offered a minimal R2,000 reduction on an R18,000 excess, which does not come close to covering my losses
- I was subjected to unprofessional and intimidating behaviour when I demanded accountability, including threats of security and police involvement
This matter reflects a complete failure in service delivery, accountability, and customer care from both Auto & General and Jocks Autobody.
I have already escalated this matter internally and am prepared to take it further to the National Financial Ombud if it is not resolved urgently.
At this stage, I expect the following without further delay:
- Immediate finalisation of repairs with no further excuses
- A substantial and fair reduction of my excess fee
- Compensation for the financial loss and inconvenience caused
- A formal explanation and accountability for the mismanagement of my claim
This experience has been unacceptable, and I will not hesitate to pursue all available channels until a fair resolution is reached.
Policy Number: ***
Auto & General's replyOfficial
18 May 2026, 07:35Hi Austin,
We acknowledge your complaint and sincerely apologise for the delays, poor communication, and overall experience you’ve had. This is not the level of service we expect, and we understand the frustration and financial impact caused.
We will escalate this to our team; they will be in touch with you to discuss your concerns.
We acknowledge your complaint and sincerely apologise for the delays, poor communication, and overall experience you’ve had. This is not the level of service we expect, and we understand the frustration and financial impact caused.
We will escalate this to our team; they will be in touch with you to discuss your concerns.
Kind Regards,
The Auto & General Team
Auto & General's reply18 May 2026, 07:35
Official
Hi Austin,
We acknowledge your complaint and sincerely apologise for the delays, poor communication, and overall experience you’ve had. This is not the level of service we expect, and we understand the frustration and financial impact caused.
We will escalate this to our team; they will be in touch with you to discuss your concerns.
We acknowledge your complaint and sincerely apologise for the delays, poor communication, and overall experience you’ve had. This is not the level of service we expect, and we understand the frustration and financial impact caused.
We will escalate this to our team; they will be in touch with you to discuss your concerns.
Kind Regards,
The Auto & General Team