bad service

My name is Mr Mahlangu, and I am a real client who held multiple insurance policies with Auto & General and related brands. My business partner and I own several properties in different locations, which is why we required multiple insurance policies.

I am writing because I have spent a significant amount of time trying to have our policies reactivated and to understand what happened to our accounts. Despite numerous emails, SMS messages, and phone calls, I have not received clear answers or proper assistance.

What makes this situation even more concerning is what I was told regarding the consultant who originally assisted me, Mr Tshepo Ntshana. Throughout all my dealings with him, he conducted himself professionally and assisted me with my insurance needs. At no stage did I experience any behaviour that would lead me to believe he acted dishonestly or *****ulently.

I would like to place on record that I app**** for my policies using my own South African ID number, my own personal information, and my own banking details. Premiums were paid from accounts linked to me, and all information provided during the application process was genuine and capable of being verified.

Therefore, I am struggling to understand how any suggestion could have been made that I did not exist, that my details were falsified, or that my policies were not legitimate.

I am asking the company to answer a simple question:

When exactly was I declared deceased, who made that determination, and what evidence was re**** upon to reach that conclusion?

As far as I know, I am very much alive. I am able to verify my identity through official records, and I am personally coming forward to confirm that I was and remain a genuine client of the company.

If the issue arose because my business partner and I were working abroad on emergency assignments and could not always be reached immediately, then proper efforts should have been made to verify our circumstances before any conclusions were drawn about our existence or the validity of our policies.

For this reason, I find it difficult to accept that Mr Tshepo Ntshana could have been accused of wrongdoing simply for assisting a legitimate customer. I am living proof that I exist, that the information provided was genuine, and that the policies were taken out using my own verified identity and banking information.

I respectfully request that the company provide clear answers to the following questions:

Why were our policies cancelled, suspended, or deactivated? What steps were taken to verify my identity before conclusions were made regarding my existence or status? Was it recorded anywhere that I was deceased or could not be verified? If so, when was this recorded and what evidence supported that decision? Was any action taken against Mr Tshepo Ntshana based on matters relating to my policies? If such action was taken, will the matter be reviewed now that I have personally confirmed that I am a genuine client who used my own ID number and banking details?

My intention is not to create conflict. I simply want transparency, accountability, and a fair review of the circumstances surrounding my policies and the treatment of Mr Tshepo Ntshana. After months of attempted communication, I believe I am entitled to a full explanation.

Yours faithfully,

Mr Mahlangu Policyholder and Client