Inconsistent and incorrect feedback

I submitted a claim in July under my dents and scratches policy. The claim was subsequently declined as per communication from Sindisiwe Masondo, she informed me that the claim was not eligible for coverage under the dents and scratches policy and advised me to claim under my main policy. Based on this communication, I decided to cancel my policy as I believed that my bumper only had a minor scratch, which I deemed unworthy of a claim from the main policy.

However, on the 17th of August 2023 I received an unexpected call from Sindisiwe Masondo, who informed me that the assessors had reevaluated my claim and determined that the damage to my bumper was, in fact repairable and eligible for coverage under the dents and scratches policy. Unfortunately, due to the cancellation of my policy, I was informed that the claim could not be processed. This situation is deeply unsettling and raises significant concerns about the inconsistency and transparency of the claims process.

I feel misled and poorly informed about the status of my claim. When I initially submitted the claim, my policy was active, and I had full faith in your company's assessment process. It was the rejection of my claim that prompted me to cancel my policy. The subsequent reversal of this decision, after my policy had been cancelled has left me feeling frustrated and let down by the inconsistencies in the way my claim was handled and left me wondering if God forbid I need to claim from my main policy, is this the type of communication and service I need to expect.

I would like to request an urgent and thorough review of this matter. It is essential that the circumstances surrounding my claim, its assessment, and the subsequent communication from Auto & Gen are thoroughly reviewed. I believe there has been a service failure in the process, which has led to confusion, inconvenience, and a loss of trust in the service provided by Auto & Gen Insurance. Sindisiwe had promised to call me with feedback on Friday the 18th August 2023 and till date I have not received any feedback from her which I can't say I am surprised as I keep getting incorrect and inconsistent information from you guys anyway.