Pathetic Customer Service

<p>I recently had a break-in at my property and put in a household contents claim. All was fine whereby Auto & General kept me informed with the claim and sent out a senior assessor/loss adjuster (who is contracted to Auto & General), who took down all relevant details of items ****** as well as the relevant proofs of purchases and other evidence. </p> <p>I then received a call from this senior assessor/loss adjuster confirming that my claim was approved except for one item. He explained that a representative of Auto & General would call me later that day to explain in detail my claim and how the settlement would work in terms of getting certain items from a supplier of theirs for certain items and being cash settled for others. I specifically asked him and confirmed that the person from Auto & General would explain all that to me and I could then negotiate regarding how the items would be settled, and also if I wanted to query/challenge the exclusion of the one item, then that would also be the correct channel to do so. Basically all I wanted was the information underlying how the claim values were determined and whether all items were included and what to do if I had any questions/queries - all this information should be available at this stage due to the claim and value being approved.</p> <p>Since that phone call I received zero phone calls from Auto and General, forcing me to have to contact their call centre, and even then just being pushed from pillar to post, saying that they've made a note on their system and that the relationship manager for my claim (Cheryl is her name) would contact me within the next two hours or the like. Even still nothing at all, not a courtesy call to explain the hold up, and every person I then speak to are not sure of the history and just make a 'note' on the system and keep promising call backs. Having gotten truly fed up, asked to be escalated to management, and again after a good wait, a manager calls. </p> <p>She (Her name is Jonelda) seemed sympathetic to my call and requests and said she understood my issues and concerns. She then promised and committed to call back with full feedback and answers for me at the very latest 5 days after that call (The call was on Friday and she promised to call me by Wednesday). It's now Thursday and still not a single call. I've had to call myself and was told that she's currently on a call and will call me back as soon as she gets off the call. Still literally no calls received.</p> <p>I have had zero choice but to escalate this on Hello Peter. They are literally stopping me from restarting my life after having a terrible home invasion.</p>