Auto & General Claims Department Contact Details

Auto and General does not list a separate claims department telephone number. It points policyholders to its app as the quickest route for logging a new claim, and claim questions by phone go to 0861 60 01 24 while support is open. Once a claim is registered, Auto and General promises a dedicated claims consultant who gives you their own contact details. This page was checked against autogen.co.za on 16 September 2026.

ContactDetails.co.za is an independent directory and is not part of Auto and General. We cannot log, track or decide a claim.

Official task/support route

What it is for	Contact
Log a new claim with photos and documents, then follow its progress and message the insurer	Auto and General app
Claim questions by phone (support: Mon to Fri 08:00 to 17:00, Sat 08:00 to 13:00, closed Sundays and public holidays)	0861 60 01 24
Your allocated claims consultant	Contact details are given to you once the claim is allocated
Emergency assist: home, road, medical and trauma, 24/7/365	0860 10 42 10; outside South Africa +27 11 694 6694
Policy Enquiries	policyservice@autogen.co.za
Complaint about a claim decision (Complaints Assistance)	0860 07 23 27, disputeresolution@autogen.co.za
Claim that a Service Promise was broken	servicedispute@autogen.co.za
Report fraud anonymously (voicemail)	0861 115 653

Auto and General Insurance Company Limited (registration number 1998/004804/06) is a licensed non-life insurer and financial services provider at Auto and General Park, 1 Telesure Lane, Riverglen, Dainfern, 2191; postal address PO Box 11250, Johannesburg, 2000. Its Service Promise commits to telling you the claim turnaround time and progress update dates when you submit, to repairing the vehicle right the first time, and to actioning payment immediately once a claim is approved, though payment between different banks can take longer to clear.

Repair workshops that want to join the approved motor body repairer panel deal with the group’s procurement team at procurement@tihsa.co.za. That mailbox is for suppliers, not for policyholders following up a repair.

What you need before contacting

Have your policy number and the claim details ready. At claim stage, Auto and General checks the details your premium was based on: who the regular driver is, whether everyone over 15 living with you is noted on the policy and whether any of them is a disallowed driver, where the car is parked by day and night, whether it is used for business, and whether a required tracking device is fitted and working. Premiums must be up to date, because the policy runs month to month. For household items you may be asked for proof of purchase.

The Claims Certainty Guide also asks you to email proof of uninterrupted comprehensive insurance, but the email address is missing from the page as published, so ask your claims consultant or policyservice@autogen.co.za where to send it.

Step-by-step contact process

Auto and General publishes a Claims Certainty Guide and says that if you follow its steps it will honour your claim, subject to your policy wording. The time limits in that guide are the ones most likely to cost you a claim, so they are built into the steps below.

1. Log the claim in the Auto and General app, the quickest route, within 30 days. The app takes photos and documents and lets you follow progress.
2. For anything lost or stolen, open a SAPS report within 48 hours.
3. Supply any documents Auto and General asks for within 15 days.
4. Have the car inspected within the timeframe you are given. A self-inspection can be done at any Glassfit.
5. Once the claim is allocated, deal with your dedicated claims consultant, who gives you their own contact details. For claim questions by phone in the meantime, call 0861 60 01 24 while support is open.

If the damage costs less than your excess, the guide says Auto and General will not continue with the claim but will still help book the repair, and the repair still qualifies for its lifetime guarantee.

Escalation route

1. Raise the problem with your claims consultant first, quoting the claim number.
2. If a promise was broken, for example no progress updates or no allocated consultant, email servicedispute@autogen.co.za with detailed reasons. Senior management investigates within 24 business hours, and a confirmed breach pays R1 000 into the bank account on your policy.
3. To dispute a declined or short-paid claim, use Complaints Assistance on 0860 07 23 27 or disputeresolution@autogen.co.za.
4. Still unresolved? The National Financial Ombud Scheme, which now handles short-term insurance disputes, takes complaints on 0860 800 900 and at info@nfosa.co.za.

Sources

• autogen.co.za: Claims Certainty Guide, read 16 September 2026
• autogen.co.za: Service Promise terms and conditions, read 16 September 2026
• autogen.co.za: Contact us, Download our App and Motor Body Repairers pages, read 16 September 2026
• nfosa.co.za published contact details