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Alex S

1 reviews | Active since Sept 2017

04 Sept 2017, 11:43

Prime Meridian Direct (PMD) Claim No. CL*** COMPLAINT

Prime Meridian Direct (PMD) Claim No. CL ********** 34 COMPLAINT:

Good Day,

I would like to share with you my hell for a lack experience, for a lack of a better adjective with Prime Meridian Direct (PMD). On the 04th of August 2017 around to 07:30AM on my way to work, I was involved in an accident involving a police officer with a state vehicle who by the way was in the wrong. I logged the claim the same day and sent through all docs. and/ requirements which later I got confirmation that they were in order.

After the accident my car wouldn't start, it was therefore taken to SMD Sandton for storage and assessment. Before this, I asked if there would be any costs and a consultant called Lesego said no. The following week, I called and she continued to assure me. Please listen and confirm on your recorded calls for "quality and control purposes" ...

I was then introduced to a technician by the name of Anton Verster would assess and continue to handle my claim process. He explained that he has received everything and that it was in order thus far. He later said, the whole claim process should take about 30 days!

He later called me the same week citing that I should fetch my vehicle at SMD Sandton as it was not a write off. For the first time, I was told that I was supposed to pay for a "release fee" of R2 423. 30. This puzzled me as I asked several times and I was assured no. I stuck to what was said to me and did not pay the fee and I understand the supervisors approved and paid it off.

I then fetched the vehicle from SMD Sandton on the 18th August 2017 paying towing for myself of R1 930.00 which in my opinion defeats the whole purpose of having "insurance". Proof of deposit, towing slip and towing receipt was sent to Anton as per his request.

I later sent several emails to Anton asking for progress of my claim. When he didn't reply to them, I decided to call him and he said he was busy with the validation process however because I was not alone, it shouldn't take time plus I've sent through all the requirements.

On the 29th August 2017 I was called by Gareth Wilford who said he wanted to do a Diagnostic Test on my vehicle the same day at my residence. He later cancelled saying it was already done and he apologized for the "confusion" and/ inconvenience. This indeed brought confusion because to me it meant my claim was either not prioritized and/ there was internal miscommunication thus further inconvenience and uncer*****y.

I later emailed Anton again and of course, no response. I opted to calling on the 31st August 2017 to speak with him. He said he hasn't been in the office thus couldn't "submit" my claim but will get to it. Of course life is full of uncer*****ies which I understand but at this point, after so much incompetence and inconsideration - how is that my problem! He said he is prioritising my claim and should have it sent on and/ by Monday. Does this mean I'll wait further for God knows what?

Let it be noted that, the 30 days for the overall claim has lasped on the 03rd September 2017 as I logged the claim 04th August 2017 - do correct me if I am incorrect on that position?

I've been without a vehicle for a full whole month, inconvenienced to say but the least and have had to alter my life completely professionally and personally. Mind you, this month's premium has run off successfully and honestly, ironically for what!!!

May I urgently get a response on my claim???

I am frustrated, have been calm and patient enough - cannot and will not any longer as this is affecting my overall livelihood.

Extremely distraught client, A, S. Songo (Mr.) |

0
Replies (5)
Prime South Africa
Prime South Africa's reply04 Sept 2017, 14:35
Official

Dear Xhanty,

Your post is acknowledged.

We regret to learn of your objection and confirm that we shall be conducting a thorough investigation into the matter. You can expect to receive preliminary feedback within two working days.

Assuring you of our continued best endeavours on your behalf.

Kind Regards,

The PMD Team.

Prime South Africa
Prime South Africa's reply06 Sept 2017, 11:25
Official

Dear xhanty,

Client service is extremely important to us and we sincerely appreciate the time you have taken to bring your concern to our attention.

A review of your interaction with our staff members revealed that you did indeed receive regular feedback regarding the progress of your claim.

Please be assured that we persistently strive to settle all valid claims within the shortest possible time. You will appreciate that this reduces our management time and costs and is to the clear advantage of both of us.

Our claims department has confirmed that the validation of your claim is near finalisation and they will continue to provide you with regular feedback.

Kind Regards,

The PMD Team

AS
Alex S's update06 Sept 2017, 11:46
Reviewer Update
Good Day, Thank you for your responses. I still hold that I did not receive "regular" feedback. I had to send several emails which were followed up by calls when I did not receive responses which I usually didn't. I can forward these to yourselves so you may confirm. The feedback I received, I had to use my own resources and time coupled with persistence to receive it. However, I am glad there is some progress finally. Thanks you and Kind Regards, A, S. Songo (Mr.) |
AS
Alex S's update08 Sept 2017, 13:19
Reviewer Update
Good Day, This should further stamp my grievance about the alleged "regular updates". This is the third day since your last response about the claim's validation nearing finalisation and I still haven't received any feedback on that. May I please get the lastest on same? Regards, Alex |
AS
Alex S's update24 Oct 2017, 09:01
Reviewer Update
Good Day, I am going to these lengths because I am in utter distraught at how my claim process was handled. I will endeavour to note all that's happened so you may get a clear understanding of my grievances hence this maybe lengthy. Firstly, it is important to note that I had an accident on the 04 August 2017 to which I reported immediately, sent through all required claim documents on that day. After having waited for over a month to which I was promised an update, I received none. I was told by my apparent claim technician Anton Verster more than a month later that he required an Accident Report and Case Docket. He said that he was trying to get same but was delayed by God knows what. I went to the police station myself to which they said they required a request form from the insurance. As a result, I had to return inconvenienced at work and had to request the form from them which they then sent - as to why it wasn't sent before I do not know! I took the form to the police station to get the required documents and paid a minimal amount which I did not mind because I wanted my car to be fixed. All required documents were sent on 26th September 2017. I then waited for more days to get any response which I kept pushing till I did on the 02nd October 2017. I was then told I should go to my preferred panel beater for a quote to which they would then send some documents to them relating to damages and/ repairs which the panel beater must approve and send back. At this point, it was over 3 month since I sent through the claim application so everything I was told by PMD - I would run it past my legal advisor. I was later sent a document titled AOL which estimated the costs at R8 264. 26. My legal advisor adviced I should quote first before signing any binding document which I did not understand. Upon quoting on the 03rd October 2017 from my preferred panel beater - the cost of repairs, including parts replacements and labour amounted to R23 216. 44. Now at this point I was glad I didn't sign this form as I would've found myself in a more difficult position. I then inquired with PMD to which I spoke to Lauren Welcome who said to me I should've received a Cost Summary of Repairs which they used to estimate the R8 264. 26; from their "trusted suppliers" or whatever! She sent same to me; upon opening it - I realised obvious things like the cracked windscreen which occured during the accident, front bumper cradle and stiffner were not included. I reverted to her and asked how can such a discrepancy happen and how now must I see their "estimation" as accurate! She then said she's escalated the matter to their legal department on 04th October 2017. Now at this point; what should happen to repairing the vehicle, my livelihood without a car for over 3 months and the premiums which have run off successfully since! I then told her I would borrow money to fix the car myself as it would've been more expensive due to the towing back and forth plus it collecting dust, harbouring rats and damaging further. Therefore, I then took the car for repairs on 05th October 2017 and throughout communicated this with Lauren who involved Nekecia Vanniekerk from my understanding whose from legal. She explained that she acknowledges I got wrong explanations and that now we must find a way forward to reimburse the costs I incurred to fix my car. She explained that my CoverGrowth Plan was about eleven thousand couple so they won't pay above that should they approve to which I understood. On 13th October 2017, I collected my car after it was finished being repaired and I had borrowed and gathered more money to release it. The costs amounted to R21 164. 40. I sent all proof of repairs in a form of receipts from the panel beater, service invoice which had the parts replaced, repairs and labour costs as well as pictures to Nekecia on 13th October 2017. Seeing how everything was being handled and how I was losing faith in PMD, I inquired with ombudsman to intervene on 05th October 2017. Ombudsman said I should give them 14 days to get back to me so we could settle my complaints internally together. This lasped on the 19th October 2017 and throughout I would email PMD and notify them of this. They were clearly complacent and did not care for my grievances. I have therefore officially logged a complaint with ombudsman who said they will give you a further 14 days to respond and/ settle my complaints with me. Imagine, paying premiums for over two years successfully only to rely on an external body to assist. Please be aware that because of how poorly I've been treated; from the delay tactics, lack of transparency and overall heartache as I've been going through I require feedback and/ update as a matter of urgency. Regards, A, S. Songo (Mr.) ********** 979/ ********** 078 |