1 reviews | Active since Apr 2014
Telesure & Auto&General: Losses/Damages Incurred and Poor Customer Service
My experience with Telesure with my first vehicle claim has been stressful with extremely poor customer service and has been pending for the last 8 months. After my vehicle sustained hail damage last year in October, Telesure assigned a service provider that damaged the interior of my vehicle and stole/removed fixtures on my car that they claimed on the repair invoice as fitted back. The vehicle was taken back to the same service provider twice and resulted in damages/losses to my vehicle. After the second instance I refused to return my vehicle to the said service provider, after they had insisted on. I had suggested we take the matter on arbitration with the Ombudsman and Telesure only than suggested another service provider. In the course of this dispute Telesure has instructed my service dealership to withhold the vehicle assessment report stating what caused faults on my vehicle. When I question why they barred the vehicle service dealership from sharing the information with me as the owner, the assessor Iqbal Hoq rudely circulated a concerning email validating his poor customer engagement. In addition when I did try to reach out to the service agents via their call centre, I was put on hold continuously and agents refusing to take up my matter stating that the agent assigned is on another call and given a incorrect supervisor email address to escalate the call centre's non-responsiveness. It is now June 2024 and my vehicle is not in a drive worthy state due to the losses/damages, despite being on a comprehensive insurance package. Pending my latest escalation, the next step is definitely with the Insurance Ombud.
My advice is to find insurance outside the Telesure group (Telesure owns the brands: Auto&General, Budget, DialDirect, 1st for Women). Life has many stress factors, the last thing you need is a long protracted dispute over damages incurred by your supposed insurer.
We would like to apologise for any inconvenience we may have caused.
We will escalate your matter to the relevant department, and they will be in touch.
Kind Regards,
The Auto & General Team
We would like to apologise for any inconvenience we may have caused.
We will escalate your matter to the relevant department, and they will be in touch.
Kind Regards,
The Auto & General Team
To date no repairs have been done on my vehicle after commitment from TIHSA and Auto&General that they would rectify the problem. The vehicle repairs were meant to be completed today, 28 June. When I went to the panelbeater no work was done on vehicle. Instead my car was unlocked in the parking bay unattended.
When I requested for the vehicle to be towed to my residence as TIHSA and Auto&General had failed to manage the process/repair the damaged they had caused, they conveniently could not find a towing service.
As stated before TIHSA and Auto&General is not a reputable insurer and will commit on all platforms email and otherwise (for instance this Hello Peter response) but will not deliver.
To date no repairs have been done on my vehicle after commitment from TIHSA and Auto&General that they would rectify the problem. The vehicle repairs were meant to be completed today, 28 June. When I went to the panelbeater no work was done on vehicle. Instead my car was unlocked in the parking bay unattended.
When I requested for the vehicle to be towed to my residence as TIHSA and Auto&General had failed to manage the process/repair the damaged they had caused, they conveniently could not find a towing service.
As stated before TIHSA and Auto&General is not a reputable insurer and will commit on all platforms email and otherwise (for instance this Hello Peter response) but will not deliver.