Terrible service from Excess recovery
<p>I was involved in an accident in March, the claims process get my vehicle repaired was not bad and within a month my car was fixed. Then my problems started as Auto & General advised that they will do the recovery of my excess, when I didnt hear from them 2 weeks after collecting my vehicle they said they couldnt get hold of the party that drove into me, they had the wrong number after I reconfirmed it the first time! I gave them to the correct number and they phoned the 3rd party with me on the phone, she was defensive and trying to avoid payment so she told the consultant she needs time to think and ever since she is not answering the phone which I told them will happen. Today I phoned again after 2 weeks and still nothing much has been done, they try to call her once a week she doesnt answer so they leave it. Terrible service as no one keeps me up to date and why should I pay such high premiums and excess when no service is received. I am going back to me previous insurer if this is not sorted by the end of the month!</p>
We acknowledge receipt of your complaint.
One of our Customer Relation Specialists will be in contact with you to discuss the matter in detail.
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 the matter in detail.
Kind Regards,
The Auto & General Team.
Update:
Our Customer Relation Specialist attempted to contact you on your mobile, without success.
We have also investigated your allegations pertaining to no feedback on the matter would like to refer you to our letter dated 05 May 2017 whereby we explain the recovery process.
The excess is the first portion payable by the insured in the event of a claim, and is also an uninsured portion.
We do however as a service to our customer always attempt to be successful with every recovery against the third party/third party insurance company. This however can be a lengthy process, and even though we strive to recover full quantum as quickly as possible, the reality is that in some case it is not possible. In your case, the third party is uninsured, which means the third party is not insured, and the recovery process might take much longer than the norm.
Having said that, our legal department will be in contact with you to discuss the way going forward and to make arrangements with you regarding feedback of the recovery on a regular basis.
Kind Regards,
The Auto & General Team.
Update:
Our Customer Relation Specialist attempted to contact you on your mobile, without success.
We have also investigated your allegations pertaining to no feedback on the matter would like to refer you to our letter dated 05 May 2017 whereby we explain the recovery process.
The excess is the first portion payable by the insured in the event of a claim, and is also an uninsured portion.
We do however as a service to our customer always attempt to be successful with every recovery against the third party/third party insurance company. This however can be a lengthy process, and even though we strive to recover full quantum as quickly as possible, the reality is that in some case it is not possible. In your case, the third party is uninsured, which means the third party is not insured, and the recovery process might take much longer than the norm.
Having said that, our legal department will be in contact with you to discuss the way going forward and to make arrangements with you regarding feedback of the recovery on a regular basis.
Kind Regards,
The Auto & General Team.
Update:
We confirm that our legal manager contacted you and discussed the process in more detail with you.
Thank you for allowing us the opportunity to do so.
Kind Regards,
The Auto & General Team.
Update:
We confirm that our legal manager contacted you and discussed the process in more detail with you.
Thank you for allowing us the opportunity to do so.
Kind Regards,
The Auto & General Team.