Auto & General
Verified Business
|4.5|5,296 Reviews (last 12 months)|Responds in 15m
Auto & General
Verified Business
|4.5
5,296 Reviews (last 12 months)
Responds in 15m
Scores reflect the Overall AI Score for each category
Auto & General
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Auto & General shows a polarised customer experience profile. Agent Quality (4.0) and Communication (3.6) earn strong praise when consultants are engaged, with customers frequently naming specific agents. However, Claims Handling (2.8) remains the weakest area, with repeated complaints about delays, poor updates, and rejected claims. Pricing transparency (3.2) and Repair Quality (2.9) show mixed results, often tied to claim outcomes.
Replied to 100% of negative reviews
Reply time on negative reviews: 37m
TrustIndex
9.9
Ranking
#13
in Home Insurance
Reply Time
15m
NPS Score
37
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 37m
Sep '25 - Aug '26
Based on recent customer reviews, Auto & General shows a polarised customer experience profile. Agent Quality (4.0) and Communication (3.6) earn strong praise when consultants are engaged, with customers frequently naming specific agents. However, Claims Handling (2.8) remains the weakest area, with repeated complaints about delays, poor updates, and rejected claims. Pricing transparency (3.2) and Repair Quality (2.9) show mixed results, often tied to claim outcomes.
Auto & General's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers consistently name individual consultants like Nathan Chetty, Sashin Madurai, Faheem, and Saadya as exceptional. Praise centres on patience, professionalism, friendliness, and willingness to explain policies clearly. Many reviewers credit specific agents for retaining their business.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2011
Very friendly person that assisted me on my quote and willing to help me out with anything
1 reviews | Active since Apr 2011
Very friendly person that assisted me on my quote and willing to help me out with anything
The most common complaint about Auto & General, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Many customers appreciate premium reviews that lower costs through retention agents. However, recurring complaints involve unauthorised debits after cancellation, unexplained annual increases, hidden excess charges at claim time, and refund delays stretching weeks or months.
Auto & General scores 3.2 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3. Their strongest theme is Agent Service (4.3); their weakest is Claims Handling (2.2). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Auto & General has a TrustIndex of 9.9 out of 10 on Hellopeter, based on 5,296 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 37 min. Hellopeter has tracked Auto & General across 26,347 total reviews. How is the TrustIndex calculated? →