Incorrect assessment on faults on washing machine

Still no one has called me or rep**** to my e mail
Why , what is being Hidden ,

i want my money that was paid over to the alternative service Provider for the parts and services rendered ,

why IS A INSURANCE POLICY NOT honored

Bank statement was sent Yesterday
Still no feedback and as per consultant the claim was paid but no monies is reflecting in my Sons Account that is being debited every month ,
Who did your company Pay and i need this resolved today with no further delays

i will be getting lawyers involved if immediate payment is not made today
i will also request the the lawyers bill you their fees and all interest incurred

Still no responses from Auto & General
Tried calling and call not being answered

Feedback on which account the monies where paid to and needs to be corrected today

Morning Reshma, I trust you had a rested weekend. The time frame I provided in my previous correspondence has now lapsed. As the weekend (Saturday and Sunday) is typically a period of rest across most of South Africa, I have allowed for this and am extending the deadline until 12:00 PM today for your office to resolve this matter. This is a final opportunity to address the issue professionally and avoid unnecessary escalation.
Should I not receive written confirmation and a phone call from your office by the specified time, I will proceed with:

• Civil litigation for damages incurred as a result of your company's negligence and delays,
• Recovery of legal fees and interest, and
• Formal complaints to both the Ombudsman for Short-Term Insurance (OSTI) and the FSCA.

Please consider the seriousness of this situation and the legal obligations your company is bound to under the Consumer Protection Act and the Short-Term Insurance regulatory framework. I expect a comprehensive response—either telephonically or via email—to all parties copied here no later than 12:00 today. Kind Regards Shannon R Naboe Inter-Sped Gauteng (Pty) Ltd Switchboard: +***0 | Cell: +***4 Address: The Warehouse, Unit 4&5, cnr Deodar rd & Constantia rd, Pomona ext 127, Kempton Park, 1619, Gauteng, South Africa Website: https://inter-sped.net/ NB: All business transacted subject to our current Standard Trading Conditions, copy of which available upon request. In particular we draw your attention to Clause 4 ***ners risk) and Clauses 40 and 41 (Limited Liability) therein From: Shannon Naboe
Sent: Friday, 27 June 2025 12:41
To: ***
Cc: Navendran Pather <***>; ***; debbie Pather <***>
Subject: ***
Importance: High Afternoon Ms. Harilaal, I am writing to formally record the gross negligence and continued failure by Auto & General to resolve an insurance claim that has now caused me both financial loss and emotional distress, and which now appears to constitute a violation of your statutory obligations. Your company dispatched a technician to assess my washing machine. The technician misdiagnosed the issue, which resulted in me having to fund the repair myself, from personal savings. These expenses were entirely avoidable and directly attributable to the inaccurate assessment made by your appointed service provider — for which Auto & General is fully liable. To date, I have also not received the claim payout that was allegedly made to my son’s account. No funds have reflected, and if your company made payment into the wrong account, that constitutes a clear administrative failure — again, not caused by us. We are not responsible for internal errors within your payment process. Applicable Legal Grounds: Under Section 61 of the Consumer Protection Act (CPA) 68 of 2008, Auto & General, as a supplier of services, is strictly liable for any harm caused as a result of negligent services or failure to exercise reasonable care. Furthermore, per the Policyholder Protection Rules issued under the Short-Term Insurance Act and regulated by the FSCA, your company has a legal obligation to:

• Handle claims promptly, fairly and transparently (Rule 17.2),
• Avoid undue delays, and
• Prevent unjustifiable hardship to the policyholder.

Your continued inaction and disregard for resolving this matter now meets the threshold for material breach of duty and is actionable under both civil and regulatory law. Immediate Demand: You are hereby given one final opportunity to rectify this matter. If full payment is not received and confirmed within 1 (one) hour from receipt of this notice, I will be instructing my attorneys to:

• File civil damages claim against Auto & General for the full outstanding amount.
• Include interest at the prescribed legal rate in terms of the Prescribed Rate of Interest Act.
• Recover all legal fees, charged at a rate of no less than R3,050.00 per hour excl. VAT.
• Lodge formal complaints with the Ombudsman for Short-Term Insurance (OSTI) and the Financial Sector Conduct Authority (FSCA) for misconduct, misrepresentation, and failure to meet regulatory standards.

I demand written confirmation and a phone call from your consultant upon execution of the refund. Should I not receive both by close of business today, legal proceedings will commence without further notice. Govern yourself accordingly.

Dispute / Resolution Manager to call me Now please
***

a message will be sent Until a resolution manager / Dispute manger calls
Lawyers have alsp been sent a draft on what to do if calls are not received by tomorrow

I acknowledge receipt of your email advising that I must wait an additional 15 days for a resolution. I must stress that this delay is both unreasonable and unjustified. The initial error originated from the appointed technician dispatched by Auto & General, who submitted an incorrect assessment of the washing machine. As such, any delay resulting from that error is a direct consequence of your company’s appointed representative’s failure — not mine as the client.

It is well established that when a company makes a mistake, it is their responsibility to take immediate corrective action and remedy the matter without placing undue burden on the customer. I hereby formally request, in line with my consumer rights and legal expectations under the Consumer Protection Act (CPA) of South Africa, that this matter be fully resolved by no later than close of business on Wednesday, 02 July 2025.

Failure to do so will leave me with no alternative but to escalate this matter formally via:

• A written complaint to the Ombudsman for Short-Term Insurance, and
• Legal counsel to pursue appropriate restitution and damages caused by the delay.

I trust that you will treat this matter with the urgency and fairness it deserves


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I have now escalated the matter to the Ombudsman for Short-Term Insurance and will continue to pursue recourse until this is resolved. Customers deserve better. Be warned — this company is quick to reject claims without proper investigation and slow to take responsibility when they’re at fault.

I am extremely disappointed with the handling of my insurance claim by Auto & General under Policy No. ***.

My LG front loader washing machine (Model WD-10485T) was incorrectly assessed by a technician appointed by Auto & General, who claimed the drain pump had failed. Based on this faulty diagnosis, Auto & General rejected my claim, citing "wear and tear" – without proper investigation.

I then arranged for an independent technician from AJC Electrical Appliances, who confirmed that the actual problem was worn brushes, not the pump. I ended up spending R3,050.00 out of pocket, including parts I didn’t need due to the incorrect assessment made by their own technician. Despite multiple attempts to resolve this with their dispute resolution department, I received no meaningful feedback or accountability for the error. Auto & General has shown no regard for customer service, fairness, or professional responsibility.

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Morning

Issue at hand has been lodged at OMBUDSMAN
we as policy holders can not be held ransom like this by Corporates ,

This matter has take way to Far to be resolved

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Dear Auto & General Team,

I am writing to express my deep concern and frustration regarding the ongoing lack of communication and feedback on the matter at hand. Despite several emails sent to the person assigned to handle this query, I have yet to receive any response or acknowledgment. This continued silence is not only unprofessional but also unacceptable. As a customer, I have every right to expect clear communication and timely updates — especially when dealing with a matter of importance.

Is your company deliberately avoiding this issue? What exactly is being hidden from me? I urge you to treat this matter with the urgency and transparency it deserves. Kindly escalate this query to a senior manager and provide me with a full update within 48 hours. Should I receive no response yet again, I will be forced to escalate this further through all available legal and public consumer channels.

I await your prompt reply.