• The Auto & General Service Charter is our commitment to our clients to deliver on our service promises, on time, every time, with a smile. We’re always there, and it’s always a pleasure…

1.  You have the right to expect us to always be there for you

• You have the right to call us 24 hours a day, 7 days a week, and at all times we will have a decision maker available to respond to your needs.
• You have the right to constant feedback.
• You have the right to be heard by a caring, professional consultant.
• You have the right to be called back within 15 minutes, when you leave us a message.
• You have the right to have your disputes resolved quickly and fairly by calling 0860 10 92 07.
• You have the right to a fixed premium guaranteed for a year, even if you have a claim.

2.  You have the right to a pleasurable claims experience

• You have the right to have your vehicle repaired right the first time.
• You have the right to a lifetime guarantee on all vehicle repair work.
• You have the right to be mobile within 12 hours of your vehicle being stolen or non-drivable, if you have selected the vehicle hire option.  You have the right to hire a vehicle at our discounted rate if you have not selected the vehicle hire option.
• You have the right to be paid immediately once we have agreed to pay your claim.
• You have the right to have your vehicle replaced if it is written-off or stolen and your mileage is under 20 000 kilometres and the vehicle is less than one year old.
• You have the right to a payment of R1000.00 if your vehicle is stolen and not recovered, provided you have a tracking device, fitted through Auto & General, that was in working order and activated at the time of the loss, and that your claim was settled.
• You have the right to ask us to obtain a good deal in buying a new vehicle.
• You have the right to be kept informed of the progress of your claim.
• You have the right to be contacted after completion of your claim to ensure you are satisfied with the repair or replacement of your goods.

3.  You have the right to hold us accountable

• You have the right to request a R250 penalty payment whenever you believe that we have failed to meet any of the promises in this Service Charter, and we will report publicly in this regard.

To view the broker service charter, please click here.