poor service upheld by Auto & general as usual

Please note that we are extremely concerned about the handling of the above claim. The insured has been a loyal client since 1992. While we understand that Auto & General may not have full historical records due to the transfer of the book, this does not justify the poor service experienced. Initially, issues were noted in the non-motor department, and now similar concerns have arisen in the motor department. The insured’s wife submitted a claim for a motor vehicle accident that occurred a month ago and was requested to complete a self-assessment. To date, there has been no communication regarding the outcome. On Monday, 10/11/2025, the insured spoke to Simphiwe Dlamini for a follow-up and was informed that the claim was closed due to the damage being classified as old. This raises several questions:

When was this communicated to the policyholder? Why was it indicated that Lungile Nyembe would call the client after the claim was already closed? Why was there no proactive communication to clarify that the damages could not be separated without a physical assessment?

Had proper communication occurred, the client would have understood that a scratch-and-dent claim was previously lodged and that the new damages from the recent incident could not be distinguished from the old ones without a physical inspection. This lack of transparency and follow-up is unacceptable. For the past 5–10 years, service quality has deteriorated significantly, making the insured feel as though he has no alternatives. He has remained loyal for over three decades and deserves better treatment.