PATHETIC service/no assistance from Auto & General with cellphone claim

On 17 January 2017 I called Auto & General to log a claim for a damaged cellphone. The LCD and charging port was broken. The very helpful gentleman told me that I need to get cellphone assessed and damage report and if I can send it to A&G I will get my phone fixed before the weekend. I asked him where I must get it and he said I can take to any cellphone shop. I asked if he can recommend a shop so that I know I can use trustworthy company. He said a lady with the name Miriam will call me within 24 hours to let me know. No call came. The next morning I called A&G because I received no call. The lady who answered told me I will get a call before close of business that day. On the 18th of January Miriam sent a email to my husband saying she is still waiting for the report to finalize claim. And here I am waiting for her to call me to give me the name of a place where I can take my phone.In the meantime I called the call center and requested to speak to Miriam. She wasn't available but called me back shortly thereafter and said I can take phone to any place close to me which I did and sent the damage report on the 19th.

So without a single email/sms/message or anything from A&G I waited until 22 Jan and sent a email to Miriam just past 8 in the morning requesting feedback, later in the morning I called only to be told a message will be sent to Miriam to call back. The call NEVER came. At 3:21 the afternoon I sent another email to Miriam stating I'm struggling to get hold of her and no one at call center can give me feedback on my claim. Again I waited, no reply email came, no return call, nothing. On the 23rd I called again to speak to Miriam and once again Miriam wasn't available to take my call and a very helpful lady who took my call said my claim was approved and payment will be made to the account where our monthly debit order are deducted from. I immediately called the cellphone shop and said the can go ahead and fix my cellphone because my insurance approved the repair.

On 25th January the cellphone shop contacted me to fetch my cellphone. I used the cellphone from the evening of 25th January until the 29 January. The cellphone just made a complete blue screen with white arrow on. I tried to switch phone off but nothing so I just left the phone. The next morning when I woke up the blue screen was gone and cellphone working again. Because it worked I didn't bother to report to the shop who did the repair.

On the 2nd February the afternoon when I took out my phone to make call the phone was dead. I thought battery ran out and put it on charge but still phone screen don't want to come on and just a blue light on phone comes on on top of screen.

On the Monday morning I took the cellphone back to the shop who did the repair and asked them to have a look at phone. They called me 2 days later and said the LCD was broken. I was very angry because that is not at all possible for a LCD to just break by itself. And I had to pay them again for the assessment they did.

On the 7th of February I called to insurance for assistance/advise what to do now because I had to pay the expensive excess and I wasn't willing to pay again and to claim again and was told Miriam will have to call me back. On the 8th of February I called again to speak to Miriam and was told she wasn't available again. I spoke to a very friendly lady called Joy and told her I had enough and want to complain because the service from Auto & General is the worst service I ever received from any business and fed up with this Miriam who is the only person who can help with everything but is never available, never return calls, never reply to emails, nothing at all. And this Joy lady promised me that I will get a call before 9 am the next morning 9 Feb. It is now 25th February and still I haven't receive a single call, sms, email or whatever from A&G. I had to replace the cellphone LCD again in the meantime and had to pay from my own pocket which I thought was unfair just because A&G was too pathetic to assist and help to find out what went wrong that after cellphone shop repairs the phone hardly worked.

So its more than a month than when I logged a claim and still no feedback or nothing. I stopped calling because the pathetic Miriam probably don't know how a phone work to return people's calls and none of the supervisors are even interested to call their customers back to assist with this complain. I will NEVER EVER in my whole life recommend A&G to anyone. As soon as I can find a suitable insurance I will move my insurance.

Every time after a call the staff member request that I rate their service and I obviously give a good rating because they are so friendly and helpful but that's where the service stops!! We have a damage report after I had phone fixed at another cellphone shop and I expect A&G to pay for this and I will NOT pay excess again!.