Poor Customer Service

Poor claims service from auto and general I submitted a windscreen damage claim for replacement via glasfit I was informed by glasfit that auto and general rejected my claim for an original windscreen replacement I called into the claims department and was told that it is their policy to use an aftermarket windscreen. When asking the rep to refer to the policy she read it and it only states that auto and general has the right to refer claim to an approved replacement specialist of their choice So I requested for the case to be escalated

I was assured that it would be escalated and I would be contacted before the end of business day to finalise an outcome by nisha who was supposed to speak to her managers I haven't been contacted

Keep in mind, I have my car insured to be replaced by original parts to keep it as original as possible as this is how I maintain my vehicle

I am actually glad this minor claims issue showed up for a small issue and not a bigger incident. I am seriously considering moving my insurance elsewhere

When a time frame is given, please keep to it, it only makes the service advisers appear *********** and shows lack of care for clients. It is the responsibility of the business to ensure clients are happy and I shouldn't have to keep making the effort to call in especially when I was promised a call back within a specified time frame