UNFAIR TREATMENT FROM AUTO & GENERAL

DISAPPOINTED BY AUTO GENERAL HOME INSURANCE

On the 7th January 2022 I lodge a claim with Auto & General home insurance for my house geyser which was burst.The consultant who was helping me to register the claim told me that i have to pay an excess of R2150 , then i said to him that i dont have money to pay the excess ,he asked me to hold on the line he still going to talk to his supervisor ,after a few minutes of waiting he came and said to me that the supervisor advice that i must do my own quotations and email them to Fahiem whom he gave me his email address and said from the quotation send they will deduct the excess and give the remaining balance and I did that went and looked for plumber and send the qoute ,worse the email address given was even wrong i only discovered later when i realise that the email was sending was not going through but coming back as undelivered.Then i called in to get the correct one.On Monday which was 10th January 2022, they send a plumber to come and do the assessment and their plumber told me that before he do the job I must first pay the excess which i told him that i dont have it and i informed the insurance and they have advice me to send my own quotation and deduct it .The following day i saw an sms saying my claim is put on hold until i have the excess ,what dissapoint me is that i was promised by their consultant that i must do my own qoute and emailed to them so i want to know why they didnt honour that promise because i went all out looking for a plumber. So i insist that the claim be carried out as it was promised to me as a client and worse Fahiem i send him email and he is not responding (***).