Vehicle Claim

A month back my father was involved in a motor vehicle accident. On site of the incident, he had to be medically treated due to the impact of the accident. My father was unable to locate his phone at that current time to contact Auto & General which he has his vehicle insured with. The vehicle was towed without your authorization by the towing company on site. The claim was submitted on the Auto & General app the next day of the incident and we was given a reference number for the claim. Thereafter , we received no communication from them. Everyday, we used to call and try to get some sort of assistance however , they will put us on hold and cut the call. When we eventually got ahold of a consultant, and we explained to them where the vehicle is and that they need to the vehicle towed to their assessment center, they said due to an authorized tow , we need to do the all calling and make arrangements to get the vehicle out to the assessment center. I had to call the towing company and get the invoice, and ensure that Auto and General received the invoice from the towing company. Once we managed to make some sort of contact with the assessor that was assigned to our claim, we ensured that whatever he required , we sent to him via email.

As per the consultants , the claim was finalized on the 17/04/2025 and the vehicle was a write off. However , when my father was contacted by the assessor , he said that we need to get an invoice from the towing company.

The assessor did advise that he did not receive any images of the vehicle , however , the assessor rep**** to my email once the images was sent and said the vehicle was written off.

Its been over a period of a month and there has been no assistance. Its quite disappointing that such a reputable insurance company gives such poor customer service.

As client , my father and i had to keep doing follow ups and Auto & General had put in no effort of providing updates to us as their clients.