Poor turn around time and service

I am extremely dissatisfied with the service provided. I submitted a claim for my vehicle on Monday via the app. Today, Wednesday, I have spent the entire morning since 08:00 attempting to contact the claims department.

Unfortunately, I was unable to reach them until 10:34 am, after purchasing a significant amount of airtime. The unfortunate aspect is that they are quick to remind us that it is the festive season, and therefore, they cannot assist with timely repairs for the car. Moreover, the vehicle must be towed to their panel beaters, and only then will they permit me to call and arrange for a courtesy car. Even after expressing that I am currently relying on Uber for my commute to work, their response was that it is regrettable, but those are the established rules. Consequently, I find myself stranded, as they have not committed to a timeline for when they will collect the car so that I can obtain the courtesy vehicle. I am scheduled to travel on Monday, December 22, 2025, but now it seems uncertain due to their lack of guidance. It is quite surprising that Auto and General appears unprepared for this season, considering how many years they have been operating in the industry. I understand that they are experiencing high volume of calls as they should because of the business they have but unpreparedness can never be a reason not to meet obligations