am extremely disappointed & traumatised by this experience and it has drained me financially.

I am writing this out of sheer frustration after more than 5 weeks of administrative runaround on my motor vehicle total loss claim (CL***).

My vehicle was written off after a head-on collision on 14 August 2026 where the third party admitted fault. Despite severe physical trauma to my husband—including fractured ribs, a fractured sternum, and spinal fractures—we cooperated fully with every request

On the 09th Sept 2026, My husband who has fractures took Renier Balt the Specialist sent by Prime to go to the Accident Scene, because he is from Jhb he was struggling to find the place. When they got there, they found debris of both cars still there & the other car' s numb plate.

Prime requested a 3 month Bank statement to prove sobriety, submitted but they were not happy with it claiming it doesnt have enough activity, they then said they have someone who will go to the hospital to request Hospital records, that took more than 2 weeks, I complained to *** about the delay & Akhona Madalane acknowledged receipt but nothing really happened, so we decided to intervene, we went to the hospital, spoke to the Head of ER Dr Crispin Kibamba who gave us his email & introduced us to the contact person at Medico Legal Simosethu on the 14 the Sept 2026, who requested the Medical records and confirmed receipt of medical records. Akhona Madalane from legal confirmed they are waiting for finance to approve payment to obtain hospital records.

Simosethu emailed Prime & myself that an invoice to pay Tariffs for the medical records has been sent to Prime, which Shony M my claim handler confirmed he received, Prime paid into the wrong hospital bank account on the 21st Sept 2026, further delaying the process by another day, they rectified and paid the next day 22nd Sept 2026

They got the medical records on the 22nd Sept 2026, I expected an AOL thereafter as I was told that was the only thing outstanding, and because the claim has dragged for more than a month because Prime wanted to prove Sobriety, but I didn't get an AOL , we followed up on the 23rd Sept 2026 we were told a panel is supposed to sit to review all the documents compiled before an OAL is issued. and because the 24th Sep 2026 ( Thurs) is a holiday the panel will only sit Monday the 28th

I couldn't accept that, I called to speak to Shony' s manager, Ayabonga Chiya, her, I was told she is not available, asked to speak to Ayabonga's manager, I was told the same thing.

I escalated the matter to and compliance at Santam also to their CEO Daryl Mulder, email to Stuart Benfield bounced.

I then got a call that an AOL will be sent to in the next hour but got the AOL before the hour was finished. I signed it and resent submitted the Agreement of Loss (AOL) on 23 September 2026.

However, Angie stated that Prime will only pay after they received the original NaTis documents from Std Bank

I advised immediately that Std bank will not reliese Original NaTis document to Prime for an unsettled car and I asked STD bank to send their procedure in writing.

On 25 September 2026, Standard Bank VAF (Jerminah J Motsapi) explicitly informed Prime Legal in writing that bank policy strictly forbids releasing original title documents prior to full account settlement. Standard Bank confirmed they will release the NaTIS immediately upon receipt of proof of payment and the signed AOL

Prime has been holding both the signed AOL and Standard Bank's valid settlement quote (valid to 10 October 2026), yet continues to enforce an impossible condition that violates Treating Customers Fairly (TCF) principles

This matter, along with written evidence, has now been officially escalated to Santam Structured Insurance Complaints and formally lodged with the National Financial Ombudsman Scheme (NFO

I require Prime to immediately process the payout to Standard Bank and provide proof of payment so this claim can be finalized without further legal action.

They haven't responded

I