Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Auto & General presents a sharply divided customer experience. Named call centre consultants earn consistent praise for premium reviews, policy updates and cancellations, lifting Agent Quality (4.6) and Pricing, Premiums & Transparency (4.1). However, a recurring theme is that once a claim is lodged, particularly warranty, geyser or panel beater claims, communication collapses and Claims Handling (3.3) and Repair & Service Provider Quality (2.8) suffer badly.
Top Strengths:
- •Agent Quality & Customer Care: Customers name individual consultants repeatedly, praising patience, product knowledge and warmth. Names such as Sashin Madurai, Anele Ndlovu, Clair Naidoo, Sebastian Ramouthar, Windy Mbobo and Mbali Khumalo recur with words like star, gem and above and beyond.
Replied to 99% of negative reviews
Reply time on negative reviews: 40m
TrustIndex
10
Perfect Score
Ranking
#12
in Home Insurance
Reply Time
21m
NPS Score
43
Recommended: Likely
Replied to 99% of negative reviews
Reply time on negative reviews: 40m
Nov '25 - Oct '26
Frequently Asked Questions About Auto & General
What do customers say about Auto & General?
Based on recent customer reviews, Auto & General presents a sharply divided customer experience. Named call centre consultants earn consistent praise for premium reviews, policy updates and cancellations, lifting Agent Quality (4.6) and Pricing, Premiums & Transparency (4.1). However, a recurring theme is that once a claim is lodged, particularly warranty, geyser or panel beater claims, communication collapses and Claims Handling (3.3) and Repair & Service Provider Quality (2.8) suffer badly.
What is Auto & General's biggest strength?
Auto & General's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers name individual consultants repeatedly, praising patience, product knowledge and warmth. Names such as Sashin Madurai, Anele Ndlovu, Clair Naidoo, Sebastian Ramouthar, Windy Mbobo and Mbali Khumalo recur with words like star, gem and above and beyond.
What are the most common complaints about Auto & General?
The most common complaint about Auto & General, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Motor and windscreen claims often move quickly and payouts are praised. Warranty, VAP, geyser and household claims draw the harshest criticism, with partial approvals, technicality rejections, repeated document requests and weeks of silence from named handlers.
How does Auto & General compare to other Car Insurance companies?
Auto & General scores 3.2 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3.2. Their strongest theme is Agent Service (4.4); their weakest is Repair Quality (2.3). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Is Auto & General trustworthy?
Auto & General has a TrustIndex of 10 out of 10 on Hellopeter, based on 7,626 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 40 min. Hellopeter has tracked Auto & General across 29,765 total reviews. How is the TrustIndex calculated? →
Recent reviews (7,626)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2023
Awesome assistance, professional and friendly
Awesome assistance, professional and friendly. Thank you Lorinda for your help and support.
1 reviews | Active since Feb 2023
Awesome assistance, professional and friendly
Awesome assistance, professional and friendly. Thank you Lorinda for your help and support.
1 reviews | Active since Jan 2014
Non existent policy
I took out a vehicle policy on 19 October 26. Unfortunately I did not take the delivery of the vehicle after reviewing my finances. I called in to have the new policy canceled, but the debit order went off. After returning it as adviced by the agent of Autogen, now there's *** threatening that I have to pay, for what as there is no car and I did call in to cancel.
1 reviews | Active since Jan 2014
Non existent policy
I took out a vehicle policy on 19 October 26. Unfortunately I did not take the delivery of the vehicle after reviewing my finances. I called in to have the new policy canceled, but the debit order went off. After returning it as adviced by the agent of Autogen, now there's *** threatening that I have to pay, for what as there is no car and I did call in to cancel.
1 reviews | Active since Sept 2023
Auto & General changed my view about car insurance
Auto & General changed my view about car insurance. My son and his cousin got an accident and Auto & General did everything. Started by calling me telling me about the accident and reassured me that the boys were not injured. They told me that tow truck is already at the scene and the boys will be brought home and they were safely brought home. As for the claim, Im very happy about the outcome. Much appretiation to Auto & General.
1 reviews | Active since Sept 2023
Auto & General changed my view about car insurance
Auto & General changed my view about car insurance. My son and his cousin got an accident and Auto & General did everything. Started by calling me telling me about the accident and reassured me that the boys were not injured. They told me that tow truck is already at the scene and the boys will be brought home and they were safely brought home. As for the claim, Im very happy about the outcome. Much appretiation to Auto & General.
1 reviews | Active since Jul 2020
Unsatisfactory services provided to my first claim in six years of being insured with auto and general
MOST TERRIBLE EXPERIENCE FROM CLAIMS PROCESSOR AND AUTO AND GENERAL ASSESSMENT CENTRE ON MY CLAIM. *** my vehicle was involved in a single vehicle accident, insurance was contacted immediately, who allocated a tow truck and requested for vehicle to be taken to the assessment centre. Vehicle was assessed and quoted for parts which are after market and not from the original producer chain store. First accident and claim the vehicle was involved in during the six years of being insured by auto and general. Car goes to the dealership of origin for its regular maintenance period even though vehicle is out of warranty. The bumper of the vehicle was damaged as well and I have requested for it to be replaced completely but the assessor says it's can be repaired but from my view I don't see how it's going to be repaired and look as if it were before the incident. Stone chip was on the windscreen as well but it developed into a crack on the windscreen due to impact, but there are two cracks on the windscreen and the assessor only speaks of the one which had a stone chip. Claims processor contacted me on the *** and was never heard off since that call, I've called in on numerous occasions to find out the outcome of my claim and what will be the results but majority off those calls resulted negatively as the consultants have to work accordingly. Claims processor did send an email today the *** @ 16:58pm with the quote again and most of what I've been asking for not inclusive. I did try calling the call centre but it was end of business day. My vehicle was towed last Friday *** from the assessment yard to the panel beater of my choice without acknowledgement, communication or consent from the owner. I totally understand I am 1 customer out of many but each one of us have impacted the growth of the organization by allowing auto and general to be the insurer of our vehicles so why aren't we looked at as the individuals to be treated as that first phone call with all the promises in order for us to join the auto and general team by making our monthly contributions towards our insurance even though we have not claimed in so many years since the first payment. Thank you
1 reviews | Active since Jul 2020
Unsatisfactory services provided to my first claim in six years of being insured with auto and general
MOST TERRIBLE EXPERIENCE FROM CLAIMS PROCESSOR AND AUTO AND GENERAL ASSESSMENT CENTRE ON MY CLAIM. *** my vehicle was involved in a single vehicle accident, insurance was contacted immediately, who allocated a tow truck and requested for vehicle to be taken to the assessment centre. Vehicle was assessed and quoted for parts which are after market and not from the original producer chain store. First accident and claim the vehicle was involved in during the six years of being insured by auto and general. Car goes to the dealership of origin for its regular maintenance period even though vehicle is out of warranty. The bumper of the vehicle was damaged as well and I have requested for it to be replaced completely but the assessor says it's can be repaired but from my view I don't see how it's going to be repaired and look as if it were before the incident. Stone chip was on the windscreen as well but it developed into a crack on the windscreen due to impact, but there are two cracks on the windscreen and the assessor only speaks of the one which had a stone chip. Claims processor contacted me on the *** and was never heard off since that call, I've called in on numerous occasions to find out the outcome of my claim and what will be the results but majority off those calls resulted negatively as the consultants have to work accordingly. Claims processor did send an email today the *** @ 16:58pm with the quote again and most of what I've been asking for not inclusive. I did try calling the call centre but it was end of business day. My vehicle was towed last Friday *** from the assessment yard to the panel beater of my choice without acknowledgement, communication or consent from the owner. I totally understand I am 1 customer out of many but each one of us have impacted the growth of the organization by allowing auto and general to be the insurer of our vehicles so why aren't we looked at as the individuals to be treated as that first phone call with all the promises in order for us to join the auto and general team by making our monthly contributions towards our insurance even though we have not claimed in so many years since the first payment. Thank you
1 reviews | Active since Mar 2021
Styembile Magcaba provided amazing service after i found myself in a fender bender today
Styembile Magcaba provided amazing service after i found myself in a fender bender today. She was very professional and helpful while registering my details for my claim. Gold stars for Sthembile!!!
1 reviews | Active since Mar 2021
Styembile Magcaba provided amazing service after i found myself in a fender bender today
Styembile Magcaba provided amazing service after i found myself in a fender bender today. She was very professional and helpful while registering my details for my claim. Gold stars for Sthembile!!!
1 reviews | Active since Dec 2016
Excellent service! 🌟
Excellent service from Saadya via phonecall. She assisted me with submitting a claim on the app which was very easy!
1 reviews | Active since Dec 2016
Excellent service! 🌟
Excellent service from Saadya via phonecall. She assisted me with submitting a claim on the app which was very easy!