Auto and General Insurance Claims Contact Details

Auto and General publishes no dedicated claims telephone number. It states that the easiest way to capture a new claim is through its app. What it does publish, and what you actually need at the roadside, is a 24-hour emergency assistance line.

The numbers

Emergency assistance, 24/7/365: 0860 10 42 10 — home, road, medical and trauma
General enquiries: 0861 60 01 24
International assistance: +27 11 694 6694
Complaints assistance: 0860 07 23 27, [email protected]
Policy enquiries: [email protected]
Fraud voicemail: 0861 115 653

Auto and General is explicit that the emergency numbers are for emergencies and assistance requests only. Do not use them to lodge a routine claim.

Support closes before sales does

Worth planning around. Sales runs 08:00 to 19:00 on weekdays, 08:00 to 13:00 on Saturdays and 08:00 to 13:00 on public holidays. Support runs 08:00 to 17:00 on weekdays, 08:00 to 13:00 on Saturdays and is closed on public holidays. Both are closed on Sundays. So on a public holiday you can buy a policy but you cannot get help with one — which is exactly when accidents happen. That is what the 24-hour emergency line is for.

At the scene of an accident

If anyone is injured, emergency services first: 10111 for police or 112 from a mobile.
Then 0860 10 42 10 for towing and assistance. Using the insurer’s own tow avoids a storage-fee dispute later.
Do not sign anything an unsolicited tow operator puts in front of you at the scene.
Photograph the vehicles, the road, the other party’s licence disc and their identity document before anything moves.
Get a SAPS case number. It is required for theft, hijacking, malicious damage and most accidents involving another party.

Then lodge the claim in the app

Capture it as soon as you reasonably can. Policies carry notification periods and a late report is one of the more common reasons a genuine claim runs into trouble. The app attaches photographs and the policy details automatically, which is why the company pushes it. If you cannot use the app, phone 0861 60 01 24 inside support hours and get a claim number on the first call.

Address

Auto and General Park, 1 Telesure Lane, Riverglen, Dainfern, 2191. Postal: PO Box 11250, Johannesburg, 2000.

If a claim is declined or short-paid

Ask for the decision in writing with the specific policy clause relied on. A verbal decline is not something you can act on.
Use the internal complaints route on 0860 07 23 27 or [email protected] and keep the reference — the ombud will ask whether you did.
Unresolved, a short-term insurance complaint goes to the National Financial Ombud Scheme, free of charge to you.