Loyalty client gets you nowhere

Dear Auto & General Team,

I am writing to express my complete dissatisfaction with the handling of my father’s claims. My parents have been loyal customers for over 20 years, consistently paying their premiums, yet the service we have received recently has been nothing short of appalling.

To start, my father received a letter stating that his claim would not be honored due to non-payment, despite the fact that he has been paying regularly for years. This was later confirmed to be an error, yet the confusion and stress it caused were unnecessary.

Furthermore, we were initially informed that there would be no excess for the garage door claim, but now we are being told that we need to pay an excess. This lack of consistency is unacceptable.

In addition, I sent an email last week to the assessor with no response, and there has been no communication about the status of the windscreen claim. We have not received any updates on whether the windscreen has been found or ordered.

Given the frustration and lack of support we’ve experienced, I am seriously considering moving my father’s business to Outsurance, as I am no longer convinced that Auto & General values long-term customers or provides adequate customer service.

I expect a prompt response and resolution to these issues.