Poor Service and no regard for customer needs

I have heard of insurance companies refusing claims and i never imagined me coming across it until Auto General.

I had to claim against them as a third party and the experience was not one to rejoice over. their customer bumped into my car on the 18th April and claim was short paid on the 26 June.

I found it challenging to claim with them, they lack customer care skills and they really would'nt be bothered, the fail at basics.

I was bumped and their customer claimed, after he claimed they went silent, never contacted me and kept following up with their customer until later when he decided to give me his policy number and this was 4 weeks of waiting and i then called, only then they told me that i needed to put in a third party claim myself, something they forgot to tell their customer.

A claim was submitted, not feedback nothing and later after my follow up they requested that i send some documents and requested pictures and then they were gone and no word.

I called again my airtime

I was told that their accessor approved claim and they indicated that whatever will be paid, i am liable for 20% of the damages and accident was 20% my fault, I did not dispute this as i was desperate for my car to be fixed as the suspension was making noise after accident.

I was Offered 12000 less the 20% and was going to be paid about 10000. Yes they approved but this was not enough for fixing my car, when i indicated that then i was then told i needed to get quotes, well i started to go from penal beater to the next and i sent quotes, the quotes were all above R20000.

They then reviewed that rejected other parts of the claim and came back to offer 15000 less 20%, Offer was then R12500 and still this was not gonna be enough. Well on the final mail they said they are using rates from a certain penal beater and i decided to drive to that penal beater ( Mind, i am using petrol and time ) i went and that penal beater they are using's rates said they will fix car for R21000/ I sent this qoute in and they said they will get back to me and this was one of the managers Evelyn @ TIHSA, well she never contacted me to tell me the outcome of review.

i contacted Netshedzo( Her customer care skills needs more training) and she told me that there is a new requirement, Auto and General wanted me to send a preallignement report that was done before accident ( Was i supposed to keep this reports)

The report came when i specified that, Rim is damaged, Shock was affected and the initiation of the new requirement that was not specified initially during claim was to avoid paying for suspension damages, I do not keep the reports @ all the alignments and is insulting for Auto and general to expect such.

I do not have the report and they want the report to use in rejecting other claims and i asked that we only focus on the external damages that had a quote for R21 000 from a penal beater they applying rates of.

I did not have a pre alignment report as they asked and they did not proceed with the reviewing for the quote is sent of R21000

They bul**** me to signing their offer of R12500.

They paid, But the car will cost R21000 to fix, this is only external damages

Other damages are ignored and they access via pictures, people that are declining ALL these never bothered come have a look at the car and if is not on pictures is not damaged, When i reminded them of the shock i was told to send a picture and this involved stripping the car for shock and when i reminded them of costs involved they were not filling to take the costs.

I need to come up with money to fix external damages or top up on the 12500 offered and also my rim is skew and loosing leaking. My shock continues to make noise.

They are the worse insurance i have ever dealt with.

I am in the process of cancelling the product i have with them. They never put a customer first and they try all means to avoid paying.