A real customer story

Gail Coetzee has a heart of gold. She is 74 years old and has given a loving home to two young foster children, who she looks after on her own. Gail relies on her little car to get them around. A car she purchased in 2008 and insured with Auto and General. 

Late one afternoon in 2023, Gail got into her car. She needed to get somewhere urgently but when she turned the key in the ignition, the car wouldn’t start. She didn’t have anyone to call for help but that didn’t worry her. Gail knew she could count on Auto and General. 

Gail remembers the details of what happened next, down to the minute. She contacted our call centre at 16:22. Her call was answered immediately by Lydia, who was kind, helpful and efficient. Lydia quickly logged a callout. Within minutes (at 16:28 to be exact) Gail received an SMS to confirm the callout. It included the name, phone number and car registration of the person she should expect, which she says made her feel safe and valued. 

At 16:41, a gentleman named Ryno, called Gail to say he was on his way. He arrived a few minutes later. Like Lydia, he was kind, helpful and efficient. He got her car started within minutes and assured Gail that she’d have no further problems with the battery. 

At 16:50 Gail received an SMS to confirm that the call out had been successfully completely. 
“WOW. I think that is fantastic service,” says Gail. “I was so impressed that I wrote down the time and details.” It’s remarkable that Gail remembers every part of her experience, with crystal clarity. Even though this event took place over two years ago. 

Gail’s story shows our commitment to providing an exceptional customer experience. Her recollection shows that we are more than just an insurer – we are a trusted responsive partner, there for our customers when it matters most. When something suddenly went wrong, we were there to bring Gail back to right. 
 

Auto and General is a licensed non-life insurer and financial services provider. Ts&Cs online. *Does not constitute financial advice