Poor Communication from Auto & General

There is nothing as frustrating as speaking to an untrained frontline official where and when you need services. Mr Sipho, kindly ask your seniors to train you properly. First, I am told my vehicle has been paid off (I don't know who paid it off). Then when I needed to review my monthly premiums, I am told of an amount higher than what I am currently paying, all in the name of annual premium reviews. What happened to informing a client of changes to a policy, before initiating and instituting those changes? I was speaking highly of Auto & General to my family and friends, but I may need to be awaken to the current realities, especially if indeed Auto & General has changed so much that clients do not matter anymore.