1 reviews | Active since Sept 2014
Refund on excess
Good Day
Im very disappointed on how A&G deal with 3rd party claims.If I knew that I would have this hassle in getting my money back I would never have gone through fixing my car through insurance.Initially insurance was quick to send me to assessors to have damage assess however I found out when I booked my car in for I was responsible for excess in order to get my vehicle back.I was forced to pay the excess of R4900 which I could not really afford as I needed my vehicle back and the hire of courtesy car also expired.My claim is currently with recovery department and seems that they *********** of getting the money from the 3rd party.I have given all the information to claim department even more than twice and we heading into the 4th month with no resolution. I was informed to take this to small claims as the claim is too little to get lawyer to fight for this-well A& G should have been transparent and said that I would not get my access back.In fact I was never advise by my insurance company that I would need to pay that money however I was informed the morning when I booked my car in re this.I could have gone and fix this on my own if I knew this would be the end result.I need my money back as this is a lot of money that I really cant afford to lose and especially as a result of your *********** staff.
We acknowledge receipt of your complaint.
One of our Customer Relation Specialists will be in contact with you to discuss your concerns.
Kind Regards,
The Auto & General Team.
We acknowledge receipt of your complaint.
One of our Customer Relation Specialists will be in contact with you to discuss your concerns.
Kind Regards,
The Auto & General Team.
Update:
We confirm that we have been in contact with you and discussed the matter in detail with you. We would like to give more insight about any recovery process.
When a claim is registered, part of the process is to have the claim finalised as soon as possible, but we also need to establish the damages to the item or in your case, the vehicle, and we therefore book the assessment of the vehicle. Then, once the claim was validated and finalised, the vehicle can be taken in for repairs. The customer is responsible for the excess fee, which is payable to the repairer once the vehicle is ready for collection. Whilst the vehicle is undergoing repairs, our legal team will proceed with the recovery either against the third party or the third party insurance company in the event that it is determined that you were the less liable party. This was the same process with your claim.
Whilst the recovery was in progress, we have kept you informed by means of written communication, we have included you in on all correspondence to the third party insurance company. The third party insurance company are not in agreement to settle your claim and have refuted liability. We are not in a position to institute legal action against the third party, due the lack of an independent witness, and we therefore suggest that you redirect your matter to the Small Claims Court, you are however not accepting our feedback.
Pertaining to the excess in the event of a claim.We would like to refer you to the general terms and conditions of your policy pertaining to the excess:
“Excess – Your excess is the first amount you pay when you claim and is indicated on your schedule.
Additional Excess – Any supplementary excess that is added to the basic excess. All additional excesses are noted on your schedule.”
As a service to our customers, we always attempt to be successful at any/all recoveries, however in some cases it is not possible.
In your case, the third party refuted liability and we have suggested that you direct the claim to the Small Claims Court as the amount of your claim fall within their jurisdiction.
Kind Regards,
The Auto & General Team.
Update:
We confirm that we have been in contact with you and discussed the matter in detail with you. We would like to give more insight about any recovery process.
When a claim is registered, part of the process is to have the claim finalised as soon as possible, but we also need to establish the damages to the item or in your case, the vehicle, and we therefore book the assessment of the vehicle. Then, once the claim was validated and finalised, the vehicle can be taken in for repairs. The customer is responsible for the excess fee, which is payable to the repairer once the vehicle is ready for collection. Whilst the vehicle is undergoing repairs, our legal team will proceed with the recovery either against the third party or the third party insurance company in the event that it is determined that you were the less liable party. This was the same process with your claim.
Whilst the recovery was in progress, we have kept you informed by means of written communication, we have included you in on all correspondence to the third party insurance company. The third party insurance company are not in agreement to settle your claim and have refuted liability. We are not in a position to institute legal action against the third party, due the lack of an independent witness, and we therefore suggest that you redirect your matter to the Small Claims Court, you are however not accepting our feedback.
Pertaining to the excess in the event of a claim.We would like to refer you to the general terms and conditions of your policy pertaining to the excess:
“Excess – Your excess is the first amount you pay when you claim and is indicated on your schedule.
Additional Excess – Any supplementary excess that is added to the basic excess. All additional excesses are noted on your schedule.”
As a service to our customers, we always attempt to be successful at any/all recoveries, however in some cases it is not possible.
In your case, the third party refuted liability and we have suggested that you direct the claim to the Small Claims Court as the amount of your claim fall within their jurisdiction.
Kind Regards,
The Auto & General Team.
Update:
We are not in dispute with the merits of the matter, but the third party is refuting liability and we are therefore not in a position to institute legal action. We therefore suggest that you take the matter further by means of the Small Claims Court since the amount of your claim falls in their jurisdiction.
We are also in no position to inform you at the beginning stages of the recovery that the recovery will not be successful because the matter is still in progress. We can only inform you about the outcome of the attempted recovery once we cannot take the matter further. Trust you will understand the explanation provided.
Kind Regards,
The Auto & General Team
Update:
We are not in dispute with the merits of the matter, but the third party is refuting liability and we are therefore not in a position to institute legal action. We therefore suggest that you take the matter further by means of the Small Claims Court since the amount of your claim falls in their jurisdiction.
We are also in no position to inform you at the beginning stages of the recovery that the recovery will not be successful because the matter is still in progress. We can only inform you about the outcome of the attempted recovery once we cannot take the matter further. Trust you will understand the explanation provided.
Kind Regards,
The Auto & General Team