****PY AUTO & GENERAL SERVICE!!! 😡😡😡

On 24th of May 2021 I purchased a Hyundai Tucson, 2021.

On the 17th of August 2021 I was in a car accident where someone bumped my car from behind and I pumped a car (towbar) in front of me. I followed the normal processes, and thus claimed on Auto & General. My claim was subsequently approved and my car was then fixed by panelbeaters in Parow. The car was subsequently returned to me by those panelbeaters, and they informed me that the work was completed.

On the 20th of October 2021, I picked up that the brakes were not working properly. I then informed Hyundai and they towed the car in on the 2nd of November. I was informed by Hyundai that this was an issue related to the previous accident that was fixed by the Parow panelbeaters. Subsequently the matter was resolved and Hyundai warrantee fixed the brakes and they functioned properly. The car was handed over to me at the end of November 2021.

Around the 20th of December 2021, I noticed that the car was showing warning signs stating that it's overheating. On the 12 of January 2022, I then reported the matter to Hyundai as I was also due for the 15000 KM service interval. Hyundai advised that they picked up damages related to a severe accident that involved the front part of the car. As such they could not release the car as it was not in a condition to be driven; the engine could blow up any time. Furthermore, I was advised to inform my insurance asap and asked them to tow the car.

On January 12th 2022, I informed Auto & General that they needed to pick up the vehicle from Hyundai and attend to the issues which Hyundai attributed to the previous accident. I informed the Auto and General agent that Hyundai sees this as a severe accident which involved the front part of the car and that the only accident I was in where the front hit another car was the one I reported to the insurance in August. Auto & General requested that I enquire from Hyundai as far as where panelbeaters could be found around Milnerton, as I told them I don't know any panelbeaters in that area. Hyundai suggested a panelbeater in Maitland, on the same day and I got a phone call and an SMS to that effect where Auto & General gave authorisation for the towing and storage of the vehicle.

A week later, Portia Sibiya from Auto & General informed me that they can't figure out what's wrong with the car and how the damages transpired. They will summon an engine specialist to provide his expertise on the matter and give me a report by Wednesday January, 26th. On January 31st, I call to enquire about the report back from the engine expert. Portia informed that the car must be taken to Auto and general's warehouse where it is to be assessed by the engine expert. She also stated that there's a storage amount that must be paid at Autobody panel beaters in Maitland denying that it was Auto and General that brought the car there; saying they would have never towed the car to a panel beater they do not cover, and there is no reference number for the towing on the system. She asked me why didn't Hyundai give me a detailed report of the damages, I informed her it had been 3 weeks and Auto and General has also not given me any report whatsoever on what the actual problem is, let alone fixing the car. This is the point where I felt like she was doing everything to run away from taking responsibility for the car, thus trying to detach Auto and General from the situation.

I requested to speak to her manager because 1. I felt disrespected by how she spoke to me. 2. She was of the view that I don't understand her what she was trying to explain to me. 3. I was very displeased with how slow the process was going, with no progress whatsoever.

On the 5th of February, I lodged a complaint to the Head of Auto and General's and their Complaints Resolution Department, a few days later Corine Van Tonder from Auto and General acknowledged my complaint and said I should give her a week (14 Feb) to work on the matter and will give a feedback. Within that week I sent her 3 emails and tried reaching her telephonically, with no response. I finally got through to her on the 15th of February and she asked for more time which I didn't have a problem with.

Now, almost 6 weeks after submitting this claim, she informs me they will need to have the car assessed by their mechanics. I must pay storage fees at the Maitland panel beaters so they can release the car to Auto and General. Haibo, over a month ago I was told the car was assessed but awaiting expertise of an engine specialist, what is the meaning of all of this?? Also, WHY am I liable for panel beater storage when it was Auto and General that took the car there??

Auto & General has not made an effort to resolve this matter and fix my car. Furthermore, they seem to be engaged in a very shady process of trying to frustrate me such that I just abscond this whole process. I feel like I am being taken advantage of because I am young, black, and a woman, and maybe the view is that I will just give up easily on this matter and let it go. I am worried that time is running out and my car has not been fixed and there are no timelines as to when it will be fixed. My life is literally on pause as I have trips and other commitments planned which are currently on hold as I do not have my car.

******DO NOT BE LIKE ME, make BETTER insurance choices! I now even regret recommending Auto and General to my friends and family.