Worst Claim Experience Ever

I have had the worst claims experience with Auto&General. I lodged a service claim on Monday 1 December and submitted all the required documents to Sne Nyembe the claims handler on Wednesday 3 December 2025 and to date she has not responded to my emails, nor has my claim been finalised. I went through the trouble of doing all the admin between the insurer and the dealership myself, as I wanted my car serviced on the same day, yet my claim still remains unresolved.

I am now going on day 2 without a car as it is stuck at the dealership waiting for authorisation of the claims despite being assured by Keenan at 15:00 on 4 December that my claim was being attended to and that he was "walking to Sne to ensure that she provides me with feedback before she leaves". I have still not been provided with an update.

I have tried calling to get updates and each time I have been put on hold for in excess of 20 minutes. On the three occasions I spoke to another person, I was first informed that the insurer would only cover R5 000 of the quoted R17 000 for the service as the items listed did not fall under the service plan. This was blatantly untrue. and when I pointed it out, they then said their systems "erroneously" excluded the serviceable items. However, they still did not want to pay the full quote and when I insisted, this is when I was told that "Sne would assist me and get to me before the end of the day.

As I write this, it is 10:10 on 5 December and I have still not received an update on the finalisation of my service claim.

I have been with Auto& General for several years and have been using their VAP for almost 2 years, and this is the worst service I have ever received.

I will not be recommending their VAP to anyone.

To those seeking VAP services, be warned. You will be given the runaround and be treated with contempt.