Auto and General SERVICE PROMISE
The below information stipulates and details the terms and conditions that are applicable to the Auto and General Service Promise.
These terms and conditions must at all times be read in conjunction with the Auto and General policy terms and conditions and in the event of a dispute between these terms and conditions and those of the Auto and General policy terms and conditions, the Auto and General policy terms and conditions will prevail.
Auto and General Insurance Company Limited (Registration number:1998/004804/06) is a licensed non-life insurer and Financial Services Provider whose registered office is at Auto and General Park, 1 Telesure Lane, Riverglen, Dainfern, 2191.
COMMENCEMENT AND DURATION
1
The Auto and General Service Promise campaign commences on 7 August 2020 ('the commencement date').
2
The commitments and / or promises as outlined in the Auto and General Service Promise will therefore only be applicable and / or enforceable as from the commencement date.
3
Auto and General Service Promise will continue in force indefinitely until such time that Auto and General in its sole discretion decides to terminate and / or amend the terms and conditions of the Auto and General Service Promise.
APPLICABILITY
4
The Auto and General Service Promise is made and available to all Auto and General policy holders whom are active policyholders as at the commencement date and / or who become Auto and General policyholders on or after the commencement date.
HOW TO CLAIM AGAINST THE Auto and General SERVICE PROMISE
5
Should you believe that Auto and General have not adhered to and / or breached any of the Auto and General Service Promises, you must submit such claim in writing to servicedispute@autogen.co.za providing detailed reasons why and how you believe the relevant Service Promise has been breached.
6
Any such claims will be investigated by Auto and General Senior Management within twenty-four (24) business hours of receipt of the claim and / or allegation.
7
Claims against the Auto and General Service Promise will be assessed as a whole, irrespective of whether the claim relates to / potentially relates to, more than one (1) Auto and General Service Promise.
OUTCOME
8
Auto and General will investigate and assess the claim, taking into account all relevant factors, and will in its sole discretion make the full and final decision as to whether an Auto and General Service Promise/s, or any part thereof, has been breached.
9
Auto and General will keep the policyholder appropriately informed during the investigation of the claim and will communicate the outcome of the claim to the policyholder telephonically and / or in writing within 24 (twenty-four).
10
Should it be confirmed that any Auto and General Service Promise/s were indeed breached, a penalty payment of one thousand rand (R1000) (“the penalty fee”) will become due and payable to the Auto and General policyholder or previous Auto and General policyholder.
11
If Auto and General is unable to contact the policyholder within a period of thirty (30) days after the decision is made to pay the penalty fee, no payment will be made, unless the policyholder can sufficiently substantiate as to the reason for not being available.
REQUIREMENTS TO CLAIM
12
Any costs or expenses which the policyholder may incur in alleging or proving the breach of an Auto and General Service Promise will be for the policyholder’s own account. Auto and General will not be responsible for any costs or expenses incurred during and for purposes of submitting a claim and or acceptance of the penalty fee.
13
You must possess whatever documents and permissions that may be required in order to accept the penalty fee, which documents and permissions is your responsibility to obtain at your own cost, and which documents and permissions must remain valid in such minimum form and for such minimum period as may be required by the relevant authorities.
14
Auto and General may require you to provide us with such additional information and documentation as we may reasonably require in order to process, confirm and facilitate your acceptance of the penalty fee. If you refuse to provide us with the requested information or documentation, you will forfeit the penalty fee.
15
Availability and payment of the penalty fee is in no way subject to an existing Auto and General policyholder continuing and / or varying their Auto and General policy or a prospective Auto and General policyholder entering into an Auto and General policy. The penalty fee is therefore not intended to be nor should same be interpreted as an inducement to enter into, vary, continue or cancel an Auto and General policy.
GROUNDS FOR DISQUALIFICATION
16
If the policyholder fails to comply with any provisions of either the Auto and General Service Promise or Auto and General policy terms and conditions, then without prejudice to any other remedy which Auto and General may have, the policyholder’s claim against the Auto and General Service Promise will automatically be suspended and the penalty fee (in the event that Auto and General has confirmed that a penalty fee is due) will be forfeited.
TERMS AND CONDITIONS SPECIFIC TO THE INDIVIDUAL SERVICE PROMISE/S
17 You will speak to a knowledgeable and experienced advisor
17.1
All Auto and General Representatives undergo vigorous and detailed training to ensure that they have the required knowledge of the Auto and General products, policies, and processes to ensure that they can provide accurate and sufficient services to Auto and General policyholders;
17.2
Auto and General will, therefore, ensure that prior to being allowed to render any services to Auto and General policyholders, that representatives have undergone initial product and process-related training and have passed the requirements as stipulated by Auto and General to be able to render services to Auto and General policyholders.
17.3
Auto and General will furthermore ensure that representatives receive ongoing and updated product and process-related training as and when required in order to remain sufficiently up to date.
18 You will have access to your policy information and documents 24/7
18.1
Auto and General will ensure that it provides its policyholders with sufficient and detailed information on the different mediums through which Auto and General policyholders can access and / or request their policy information. For purposes of the Auto and General Service Promise terms and conditions, reference to “policy information” includes reference to the policyholder’s Policy Schedule and Summary of Cover only.
18.2
Unless otherwise communicated by Auto and General, only policy information in relation to vehicle, home contents, buildings, and portable insurance can be accessed 24 hours a day, 7 days a week via the Auto and General App. This excludes policy information in relation to business insurance, value-added products insurance, gap cover insurance, or life insurance policies, although all reasonable steps are being taken to ensure that policy information in relation to all applicable Auto and General policies is available on the Auto and General App.
18.3
For ease of reference, policy information can be requested and / or accessed through the below listed mediums / channels:
18.3.1
Telephonically and / or E-mail (during the hour as stipulated on the Auto and General website from time to time)
18.3.2
Auto and General App (24 hours a day, 7 days a week unless otherwise communicated by Auto and General from time to time).
19 You will have assistance in case of an emergency 24/7
19.1
Auto and General will ensure that it provides its policyholders with sufficient and detailed information on the different mediums through which Auto and General policyholders will have access to the Auto and General Assist Line.
19.2
For ease of reference, emergency assistance can be requested and / or accessed through the below listed mediums / channels during the stipulated times:
19.2.1
Telephonically (24 hours a day, 7 days a week)
19.2.2
Auto and General App (24 hours a day, 7 days a week unless otherwise communicated by Auto and General from time to time).
20 You will be kept informed on the progress of your claim
20.1
Auto and General will ensure that it keeps Auto and General policyholders sufficiently informed before, during and after submitting a claim.
20.2
Once a claim is submitted, claim turnaround times and progress update dates will be communicated to the policyholder at the time of submission of the claim and may vary depending on the complexity of the claim.
21 You will have access to a dedicated claims consultant through your claims process
21.1
Auto and General will ensure that a dedicated claims consultant is allocated to a claim.
21.2
The Auto and General claims consultant will provide his / her detail to the Auto and General Policyholder in order for the policyholder to be able to contact the claims consultant directly.
21.3
Auto and General will furthermore ensure that sufficient processes are in place to keep the Auto and General policyholder sufficiently informed should the claims consultant not be available for whatever reason so as to avoid any delay and / or prejudice to the policyholder. This includes allocating an interim or new claims consultant to a claim as and when required.
22 Your vehicle will be repaired right the first time
22.1
Auto and General will ensure that all reasonable steps and quality assurance checks are implemented to ensure that vehicles are repaired sufficiently and correctly the first time.
22.2
Auto and General will test whether a vehicle is repaired sufficiently and / or correctly against the quality assurance requirements that have been implemented by Auto and General.
23 We will honour your claim if you followed our claim certainty guidelines
23.1
The claims certainty guidelines will and / or must at all times be read in conjunction with the Auto and General Policy terms and conditions and the Auto and General Service Promise terms and conditions and in the event of a dispute between the claims certainty guidelines and the respective terms and conditions, the Auto and General policy terms and conditions will prevail.
23.2
For ease of reference the claims certainty guidelines can be accessed at claims certainty
24 We will make immediate payment of an approved insurance claim
24.1
Where an insurance claim is approved, Auto and General will action the payment request immediately following the approval of the claim, which request will be confirmed to the client telephonically and / or in writing.
24.2
Clearance of the payment amount may however be delayed in the event that payment is made between different banking institutions.
25 You can rate our service after interacting with us
25.1
Auto and General have implemented numerous processes and / or channels to ensure the quality of the service that is provided to Auto and General policyholders and to ensure that Auto and General follow through on the promises made.
25.2
Policyholders will be able to rate, assess or submit feedback in relation to the service of Auto and General through the below listed mediums / channels:
25.2.1
Telephonically
25.2.2
E-mail
25.2.3
SMS
25.2.4
Auto and General App
25.2.5
Auto and General Website
26 We will pay you R1000 if we do not deliver on our promise to you
26.1
In the event where Auto and General in its sole discretion confirms that a Service Promise has been breached, the policyholder would be entitled to the penalty fee.
26.2
Auto and General will action payment of the penalty fee immediately following confirmation of the breach, which payment will also be confirmed to the client telephonically and / or in writing.
26.3
The penalty fee will only be payable into the bank account listed on the relevant Auto and General policy.
26.4
Clearance of the penalty fee amount may however be delayed in the event that payment is made between different banking institutions.
GENERAL
27
Your submission of a claim against the Auto and General Service Promise and/or your acceptance of a penalty fee (in the event that Auto and General has confirmed that a penalty fee is due) constitutes your binding acceptance of the terms and conditions on behalf of yourself and any person related to the Auto and General policy.
28
If you use a mobile phone for submission of a claim, the telephone calls / text messages/ data usage will be charged at the prevailing rates, which may vary from time to time. "Free" minutes under a cell-phone contract do not apply.
29
It is your responsibility to ensure that your claim is received by Auto and General. Any claims which are not received by Auto and General will not be considered. We and our affiliates are not responsible for any claims which are not received by us. Without limitation, we and our affiliates are not responsible for any problems or technical malfunction of any telephone network or lines, computer on-line systems, servers, or providers, computer hardware or software failure or malfunction, traffic congestion (whether physical, or on the Internet, telephone lines or at any service provider, web site or other device or medium), or any combination thereof, or any other technical or other problems.
30
Auto and General and our affiliates are not responsible for any injury or damage to your or any other person’s computer, mobile telephone or other device used by you to submit a claim.
31
It is your responsibility to ensure that any information which you provide to Auto and General is accurate, complete and up to date. Should any of the data provided by yourself in connection with the claim prove to be invalid, inaccurate, fabricated, false or misleading, your claim shall be disregarded and Auto and General reserves the right to take such further steps or action as it may deem fit.
32
Auto and General does not make any representations or give any warranties, whether expressly or implicitly, as to a claim, and in particular, but without limitation, make no representations and give no warranty that –
32.1
by submitting a claim against the Auto and General Service Promise you will receive the penalty fee (this is only applicable where Auto and General confirms that a Service Promise has been breached);
33
Auto and General reserves the right to vary, postpone, suspend, or cancel the Auto and General Service Promise and related terms and conditions, or any aspect thereof, without notice at any time, for any reason which we deem necessary. In the event of such variation, postponement, suspension or cancellation, you agree to waive any rights, interests and expectations that you may have in terms of the Auto and General Service Promise and acknowledge that you will have no recourse against us, our affiliates and third party suppliers.
34
Auto and General and our affiliates will not be responsible, and disclaim all liability, for any loss, liability, injury, expense or damage (whether direct, indirect, incidental, punitive or consequential) of any nature, whether arising from negligence or any other cause, which is suffered by your submission of a claim or by any action taken by us or any of our affiliates in accordance with the terms and conditions.
35
You, and in the event of your death, your family, dependants, heirs, assignees or any other beneficiaries of your estate, indemnify and hold us and our affiliates harmless against any claim by you, or your partner (if applicable), (whether direct, indirect, incidental, punitive or consequential) of any nature, whether arising from negligence or any other cause, relating to any injury, loss, liability, expense and/or damage which you may suffer, howsoever arising, in relation to your submission of a claim.
36
For purposes hereof, "affiliate" means Auto and Generals’ partners, our subsidiaries, our and their subsidiaries and respective holding companies, the subsidiaries of their holding companies, and our and their directors, officers, employees, agents and representatives.
37
These terms and conditions will be construed, interpreted and enforced in accordance with the laws of contract and dispute resolution in the Republic of South Africa.
38
Auto and General and the judges' decision on any matter concerning the Auto and General Service Promise and a claim thereto is final and binding on you, and no correspondence will be entered into.