Auto & General Insurance Contact CentreEmployee Reviews & Ratings

Auto & General gives first-time job seekers a clear, supported way into contact centre work, especially if you have Matric and want proper training before you start taking calls. New hires usually spend the first two to three weeks in classroom training. You learn the insurance products, how to use their systems, and how to handle different types of customer calls. They also help with FAIS RE5 preparation if you don’t already have it. The training is structured and hands-on, so you’re not thrown straight onto the phones. Most people say the first month feels busy but manageable because someone is always available to answer questions. Once you’re live, your day revolves around inbound and outbound calls about car and home insurance. You’ll answer questions, help with quotes, and try to meet daily or weekly targets. The pace is steady rather than frantic, but you will feel the pressure to perform. Shifts are fixed and usually include some weekend or evening work. Pay starts around R7,000–R10,000 for new agents and can move toward R15,000–R18,000 once you hit consistent targets and gain experience. From here you can move into team leader roles or specialist teams if you show you can hit targets and help others. The RE5 qualification and customer service experience also transfer to other insurers and financial services companies, which is useful if you want to change employers later. This is a good option if you live in Johannesburg (especially near Fourways) or Cape Town, have just finished Matric, and are ready for a full-time role with clear rules and regular feedback. It suits people who prefer structure over complete freedom and don’t mind working toward daily numbers.

— ShiftMate Editorial · Auto & General Insurance Contact Centre worker

Auto & General Insurance’s contact centre operations in South Africa draw consistently lukewarm reviews, reflected in the company’s 2.8 Glassdoor rating and the fact that just 34% of reviewers would recommend it to a friend. For BPO-style roles handling inbound calls on policies, claims and renewals, the day-to-day reality is high-volume customer service under tight metrics, with limited flexibility once you are on the floor. The GOOD aspects that surface most often are structured onboarding and a relatively stable corporate environment. New agents report that initial product and systems training is thorough enough to get most people handling calls within a few weeks. Some staff also note that the physical offices are secure and that colleagues are generally supportive on shift, creating pockets of decent team culture despite the pressure. The BAD points dominate the feedback. Repeated complaints centre on rigid performance targets, frequent changes in scripts and processes, and management that is seen as unresponsive to floor-level issues. Several reviewers describe daily call-volume pressure that leaves little room for genuine problem-solving with customers. Hours are described as inflexible, with limited ability to swap shifts or accommodate transport problems common in Johannesburg and Durban. Load-shedding is mentioned as an added disruption when systems go down and agents still have to meet talk-time targets. Pay & benefits sit at the lower end of the insurance contact-centre market. Entry-level salaries are described as average for the sector, with limited overtime opportunities and modest annual increases that many feel do not keep pace with inflation or rising transport costs. Medical aid and pension contributions are offered but the employee portion is noted as high relative to take-home pay. Career growth inside the contact centre is limited. While the company advertises internal vacancies, reviewers report that promotions to team leader or quality roles are infrequent and often go to external hires or favourites. Most agents who stay longer than two years do so for the stability rather than advancement. Bottom line: apply only if you need immediate, structured call-centre experience and can tolerate strict metrics and average pay. Anyone seeking better progression, reasonable shift flexibility or above-market remuneration should look at competitors with stronger Glassdoor scores and clearer internal mobility paths.