SY
Sivenathi Y
1 reviews | Active since Dec 2022
07 Jan 2026, 20:31
Unacceptable Delays and Poor Communication – Auto & General
Unacceptable Delays and Poor Communication – Auto & General
I lodged a motor claim with Auto & General in November 2025 and the experience has been extremely disappointing. After the vehicle was assessed, the repair process stalled for weeks with no proactive communication. I constantly had to chase for updates, only to be told there were “parts pricing” and internal delays.
Because of this, the insurer-funded courtesy car period expired and I was forced to pay almost R5,000 out of pocket — despite the delay not being my fault.
What’s most concerning is that I only received feedback on the third-party aspect after escalating the matter to the insurer’s legal department. As things stand, my vehicle is still not repaired.
This level of service is unacceptable for a paying customer. I expect Auto & General to take accountability, resolve the claim urgently, and reimburse the costs I incurred due to their delays.
Helpful (0)
Replies (4)0
Replies (4)SY
Sivenathi Y's updateReviewer Update
07 Jan 2026, 20:34I don’t know how many callbacks I sent today not even a missed call I received from them.
SY
Sivenathi Y's update07 Jan 2026, 20:34
Reviewer Update
I don’t know how many callbacks I sent today not even a missed call I received from them.
Auto & General's replyOfficial
07 Jan 2026, 21:00Good day Mr. Yekeni.
We are disappointed to hear this and we acknowledge your complaint. We will arrange for the team to contact you.
Kind regards,
The Auto & General team
We are disappointed to hear this and we acknowledge your complaint. We will arrange for the team to contact you.
Kind regards,
The Auto & General team
Auto & General's reply07 Jan 2026, 21:00
Official
Good day Mr. Yekeni.
We are disappointed to hear this and we acknowledge your complaint. We will arrange for the team to contact you.
Kind regards,
The Auto & General team
We are disappointed to hear this and we acknowledge your complaint. We will arrange for the team to contact you.
Kind regards,
The Auto & General team
SY
Sivenathi Y's updateReviewer Update
08 Jan 2026, 02:34Auto & General Insurance – Unreasonable claim delays and forced courtesy car extension
Complaint:
I am extremely disappointed with how my motor insurance claim has been handled by Auto & General Insurance.
My vehicle was assessed in November 2025 and confirmed as repairable, yet it has now been off the road for almost two months with no clear completion date. The delays were caused by slow internal approvals and parts-related processes, none of which were within my control.
The third party involved in the accident is uninsured, which should not have delayed repairs under my policy. Recovery from an uninsured third party is a separate process and should not prejudice the insured.
Because of these prolonged insurer-related delays, I was forced to personally pay for an extension of the courtesy vehicle, even though the delay was not caused by me. Communication throughout this process has been poor, with limited updates and no accountability.
This claim should have been handled efficiently and within a reasonable timeframe. I am requesting urgent intervention to finalise repairs, provide clear timelines, and address the inconvenience and financial prejudice caused by these delays.
Complaint:
I am extremely disappointed with how my motor insurance claim has been handled by Auto & General Insurance.
My vehicle was assessed in November 2025 and confirmed as repairable, yet it has now been off the road for almost two months with no clear completion date. The delays were caused by slow internal approvals and parts-related processes, none of which were within my control.
The third party involved in the accident is uninsured, which should not have delayed repairs under my policy. Recovery from an uninsured third party is a separate process and should not prejudice the insured.
Because of these prolonged insurer-related delays, I was forced to personally pay for an extension of the courtesy vehicle, even though the delay was not caused by me. Communication throughout this process has been poor, with limited updates and no accountability.
This claim should have been handled efficiently and within a reasonable timeframe. I am requesting urgent intervention to finalise repairs, provide clear timelines, and address the inconvenience and financial prejudice caused by these delays.
SY
Sivenathi Y's update08 Jan 2026, 02:34
Reviewer Update
Auto & General Insurance – Unreasonable claim delays and forced courtesy car extension
Complaint:
I am extremely disappointed with how my motor insurance claim has been handled by Auto & General Insurance.
My vehicle was assessed in November 2025 and confirmed as repairable, yet it has now been off the road for almost two months with no clear completion date. The delays were caused by slow internal approvals and parts-related processes, none of which were within my control.
The third party involved in the accident is uninsured, which should not have delayed repairs under my policy. Recovery from an uninsured third party is a separate process and should not prejudice the insured.
Because of these prolonged insurer-related delays, I was forced to personally pay for an extension of the courtesy vehicle, even though the delay was not caused by me. Communication throughout this process has been poor, with limited updates and no accountability.
This claim should have been handled efficiently and within a reasonable timeframe. I am requesting urgent intervention to finalise repairs, provide clear timelines, and address the inconvenience and financial prejudice caused by these delays.
Complaint:
I am extremely disappointed with how my motor insurance claim has been handled by Auto & General Insurance.
My vehicle was assessed in November 2025 and confirmed as repairable, yet it has now been off the road for almost two months with no clear completion date. The delays were caused by slow internal approvals and parts-related processes, none of which were within my control.
The third party involved in the accident is uninsured, which should not have delayed repairs under my policy. Recovery from an uninsured third party is a separate process and should not prejudice the insured.
Because of these prolonged insurer-related delays, I was forced to personally pay for an extension of the courtesy vehicle, even though the delay was not caused by me. Communication throughout this process has been poor, with limited updates and no accountability.
This claim should have been handled efficiently and within a reasonable timeframe. I am requesting urgent intervention to finalise repairs, provide clear timelines, and address the inconvenience and financial prejudice caused by these delays.
Auto & General's replyOfficial
08 Jan 2026, 07:45Good day Sivenathi,
We apologize for the inconvenience and frustration caused.
We have escalated your complaint and concerns to the relevant team to assist.
Kind regards,
The Auto & General team
We apologize for the inconvenience and frustration caused.
We have escalated your complaint and concerns to the relevant team to assist.
Kind regards,
The Auto & General team
Auto & General's reply08 Jan 2026, 07:45
Official
Good day Sivenathi,
We apologize for the inconvenience and frustration caused.
We have escalated your complaint and concerns to the relevant team to assist.
Kind regards,
The Auto & General team
We apologize for the inconvenience and frustration caused.
We have escalated your complaint and concerns to the relevant team to assist.
Kind regards,
The Auto & General team