left to continue paying for no service? pathetic insurance people

**Extremely disappointing experience with Auto & General**

My recent experience with Auto & General has been incredibly frustrating and disappointing. This was not simply a case of a claim being declined — it was the entire process and the way the matter was handled.

I have been paying my insurance premiums and expect, as any customer reasonably would, to receive the assistance and cover I am paying for when I need it.

I had an issue with my vehicle's remote and keys and, after speaking to an Auto & General consultant, I was advised that upgrading my cover to comprehensive insurance would enable me to have the necessary assistance with replacing my keys. I followed that advice and upgraded my cover, believing I was doing exactly what was required to ensure I was properly covered.

Unfortunately, when I actually needed assistance, the experience was completely different.

Even something as straightforward as authorising a locksmith to assist with my vehicle's remote and key became an unnecessarily long and frustrating process. I repeatedly had to follow up simply to find out what was happening and when a decision would be made.

The communication throughout the process was extremely disappointing. I was left waiting for responses, chasing for updates and questioning why it could take so long to deal with what appeared to be a relatively straightforward claim. The Auto & General app was also of very little use to me and did not provide the assistance or communication I needed.

After all the delays and following the advice I had been given by their own consultant, my claim was ultimately refused.

What makes this particularly frustrating is that I did what I was advised to do. I upgraded my cover based on the information provided to me, continued paying for my insurance and then, when I actually needed assistance, I was left dealing with delays, poor communication and ultimately a refusal of the claim.

I am extremely disappointed and genuinely questioning whether Auto & General is an insurer worth staying with. Insurance is something you pay for with the expectation that when something goes wrong, your insurer will be there to assist you. Instead, I have been left feeling frustrated, let down and extremely dissatisfied with the entire experience.

I would strongly encourage Auto & General to look at how claims like this are handled, particularly when customers have acted on advice provided by their own consultants. The issue is not only the outcome of my claim, but the **lack of communication, unnecessary delays, poor service and the overall feeling that I had to fight to get assistance for something I believed I was insured for.**

Based on this experience, I cannot say that I feel confident recommending Auto & General to others.