Second Hand parts used - REFUSE to fit new parts

Auto & General is quick and easy to join, inspections goes quick with minimal hassle... but the issue pops up when you have to claim!

I had an incident where a truck drove my right hand side mirror off while i was parked next to the road.

I logged the claim online with Auto & General, they phoned me back to get more details and statements, they then confirmed my date for assessment and then later sent me an e-mail again to confirm everything again.

The assessment was done and 2 to 3 days later they phoned me saying that my claim was rejected due to the amount claimed being less than my excess... I was shocked and asked for them to send me the quote... they then told me where I can take my car to get repaired. (they didn't send me the quote at this time)

I got to the panel beater and since i didn't have the quote, i asked them to give me a price and to repair the damage... to my shock they told me that it will cost +-R11 000 to repair the mirror and my excess is +-R6300, so something did not make sense.

I phone Auto & General again and asked for the quote and this time they sent it to me and the total for repairs was R5800... but how can these prices differ so much...

I phoned them again to ask them if they use pirate or used parts and the lady told me they only use new original parts and she could not give me an answer and said that the assessor will phone me back that day (4 April) or the next (5 April).

Needless to say nobody phoned me back and i took a closer look at the quote and noticed that they get the parts from a second hand parts dealer!

I phoned them again on 8 April, 9 April, 10 April and finally on 11 April I got an answer from the assessor as Auto & General cant answer you and keeps referring you to the assessor.

The assessor told me that Auto & General uses second hand parts to fix cars and he refused to amend the quote for new parts as i am being put back in the same position i was in before the accident... but before the accident i had a factory fitted mirror... not a used mirror that was purchased at a s**** dealer or something... i am not in the same position... he referred me back to my Insurance Policy and i told him nowhere does the words "alternative parts" or "used parts" or "second hand parts" appear and since this was done without my consent or knowledge it is *******.

He refused to assist me and said that i am welcome to follow the complaints procedure and go to the short term insurance ombudsman.

Now I paid to get the mirror fixed as i cannot drive without a mirror as i might make another accident AND i lost my no claim bonus of over R20000.

If you have a claim with them, check the quote, you might be paying a premium for new parts to be fitted, but only be getting second hand parts!