Auto & General Avis 26

My BMW agent processed a claim on my behalf to Auto & General. They confirmed the claim and send me the claim number. This application went into a big black hole and no matter how many times I tried to follow up I am unable to get through to them. Even the contact details they give is incorrect. The phone just rings and rings and rings. This company does not care about its clients.

I am extremely disappointed with my experience with Auto and General insurance. My claim has been pending for a whopping 3 weeks now, and the level of customer service I have received during this time has been abysmal. Not once have I received any updates from Auto and General regarding the status of my claim. Instead, I have had to continuously chase them every single day for information spending circa 30 minutes on calls at my cost and time off in day.

To make matters worse, my vehicle has been sitting at a service center for these 3 weeks, waiting for an assessor from Auto and General to come and assess it. Meanwhile, I am still required to make payments to the bank for a vehicle I cannot even use due to the delay caused by Auto and General's incompetence.

The lack of communication and the poor handling of my claim by Auto and General have left me frustrated and disillusioned with their services. I expected much better from a reputed insurance company like Auto and General, but unfortunately, they have failed to meet even the basic standards of customer service and efficiency. I would not recommend Auto and General to anyone based on my experience.

Following the recent purchase of our property, we have had the misfortunate of having our sewer pipe blocked by the ingress of tree roots stemming from the previous council tree located on the nature strip at the front of our property. Auto & General have stated that they will not take responsibility for the damages as they have included these types of matters in their list of exclusions. I understand that the previous owner did not take reasonable steps to inform the council on the tree roots causing pipe damage, but we have only signed the contract for the purchase on 22 February 2023. Although specified in the list of exclusions and us not being at fault for this issue; not rectifying it now would lead to more expensive claims in the future. This is because the extent of the damage is so far for the pipe section under the nature strip. If these collapse in the near future, it would most certainly cause damage to other structural elements like the boundary walls and our house foundations. As the area of the damage is so far localised in the area of the previous council tree, you would think that Auto & General would bear responsibility to rectify this issue prior to it getting worse. The issue would very easily be remedied with the works described in the quotation we obtained from a plumber who attended the site. Instead, similar to the hopelessness of the City of Canterbury-Bankstown, our insurance company only covers themself in the fine print rather than assisting us in ensuring these damages don't lead to something worse.

I have a pending claim for my stolen vehicle
POLN:806086250 CLM:01 DOC:D5 OPER:MA0681

Nokuthula Masinga is the claim consultant assigned to you.

On the 6th of June, I sent everything I needed to complete my claim, and today, on the 10th, instead of giving me feedback, she's still asking for the documents I sent on the 6th, which means I'll have to resend everything. This is pure incompetence on your part, and it's inconveniencing me. Do something about your lazy employees, or I'll end up involving my legal representative