Poor Service and Claim Handling by Auto & General

I currently have three policies with Auto & General and have been a loyal client for years without ever missing a payment. Two weeks ago, I logged a claim for minor scratches and dents on my vehicle’s bumper and driver’s door. I called to report the claim, and Auto & General approached one of their suppliers for a quote, which turned out to be excessively high. This led to my claim being declined without any communication or updates from your team—I had to follow up myself to find out what had happened.

I then suggested obtaining my own quote from my preferred supplier. The quote I received was extremely reasonable compared to the one provided by your supplier. I submitted it to the claims consultant, but days passed without any feedback. When I followed up, I was told my claim was rejected because the wording on my supplier’s quote did not match the one provided by your supplier, despite both quotes reflecting the same work.

I found this explanation baffling, but I comp**** with your request and returned to my supplier to have the wording adjusted to match your requirements. Despite my supplier’s frustration, he amended the quote accordingly, and I resubmitted it last week. Again, no one contacted me. Today, after emailing for an update, I received the following response:

“Good day Mr Masebe, The panel must be on the quote for me to assist. Regrettably, Selective Claiming Is Not Allowed.”

I responded, requesting a call from the consultant to clarify exactly what is required from me since I have followed all protocols and adhered to your instructions. Both quotes are identical in meaning, yet I am being sent back and forth without resolution.

I am extremely disappointed with the poor service I have received from Auto & General. This experience has shown me that while you are quick to collect payments, you fail to deliver on your promises when it matters. I feel neglected and unvalued as a client, and this unprofessional treatment has left me ready to cancel all my policies. Unfortunately, all the money I have invested will go to waste.

As someone with extensive media connections, I will not hesitate to share this experience so that others can avoid going through the same frustration.

The consultants involved are Fatima Lelia /Nomhle Lelia.