Weeks of Delays, Poor Communication and Zero Accountability from Auto & General and Auto Magic Midrand

I am extremely disappointed and frustrated with the level of service I have received from both Auto & General and their approved repairer, Auto Magic Midrand.

Following an attempted theft of my vehicle, several items were ******, including two wheels and the headlights, while the rear window was shattered. I promptly submitted a claim with Auto & General, expecting the matter to be handled efficiently and professionally.

My claim was assigned to claims consultant, Prishina Ramessur. Unfortunately, the assistance I have received from her has been disappointing. Throughout this process, I have largely been left to follow up on my claim myself, contacting both Auto & General and Auto Magic Midrand for updates. At no stage have I felt that there has been any ownership, urgency, or meaningful support in resolving my concerns.

Despite my claim being approved, my vehicle remained where it was for approximately three weeks before it was eventually collected by Auto Magic Midrand on Friday last week. During this period, there appeared to be little urgency in progressing the claim or arranging repairs.

Auto Magic Midrand requested that I pay a portion of my excess so that tyres could be ordered and fitted to the vehicle, allowing it to be collected for repairs. I made the payment immediately, as I was advised that the vehicle would then be collected without delay. However, despite complying with this request, the process continued to experience significant delays.

What has been even more frustrating is that since the vehicle was collected, there seems to be a new issue every day, with additional parts reportedly needing to be ordered. Weeks into this process, there still appears to be no clear repair timeline, and progress has been extremely slow.

The communication from both Auto & General and Auto Magic Midrand has been extremely poor throughout this ordeal. Rather than receiving proactive updates, I have repeatedly had to chase both parties for information. Customers should not be expected to constantly follow up to find out what is happening with an approved claim and repair.

The delays and lack of communication have caused significant inconvenience and financial strain. I have been left without transportation to get to work and attend to my child's daily needs, forcing me to make alternative arrangements while receiving very little reassurance or assistance from those responsible for handling my claim.

I have raised my concerns with Auto & General regarding the service received from Auto Magic Midrand, yet there has been little evidence of meaningful intervention or accountability. As an approved repairer operating on behalf of Auto & General, I expected a far higher standard of service.

Overall, my experience has been characterized by excessive delays, poor communication, lack of urgency, and a failure to properly support a customer during an already stressful situation. I am deeply dissatisfied with the way this claim has been handled and believe both Auto & General and Auto Magic Midrand need to take accountability for the poor service I have received.

I expect immediate intervention, improved communication, and a clear commitment regarding when my vehicle will be fully repaired and returned to me.