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Ntombenhle Z

1 reviews | Active since Nov 2020

07 Apr 2026, 16:58

Avoid Prime South Africa Insurance – My Claim Was Unfairly Declined

Avoid Prime South Africa Insurance – My Claim Was Unfairly Declined I recently had an accident and submitted a claim with Prime South Africa Insurance, only to have it declined. When I spoke to their representative, Khanyisa, she mentioned two reasons for the decline but only provided one: that the vehicle photos were not captured "on their" system. I explained that I had used the exact link they sent me to upload the photos and even received a message from them saying one photo was not clear — which I immediately retook and resubmitted. Despite this, my claim was still rejected. Instead of assisting me (which is exactly why we pay for insurance in the first place), it feels like Prime South Africa goes out of their way to find reasons to reject claims. After this experience, I wasn’t surprised to see the many negative reviews about them on TikTok. My biggest regret is cancelling my policy with King Price to switch to Prime. I strongly advise anyone considering this insurer to check the reviews thoroughly first and think twice before joining. I certainly won't be using them again.

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Replies (2)
Prime South Africa
Prime South Africa's reply07 Apr 2026, 17:02
Official
Hello Ntombenhle, thank you for reaching out. We’re truly sorry to hear about your experience and want to assure you that we’re already looking into it.

You’ll receive a full response within 2 working days. Please click “see more” to view our full update once posted.

Kind regards,
 The Prime SA Team

Prime South Africa
Prime South Africa's reply10 Apr 2026, 19:48
Official
Hello Ntombenhle Z,

Thank you for sharing your feedback with us. We understand how disappointing it can be when a claim outcome does not meet your expectations. 

At Prime SA, we are committed to ensuring that all decisions are fair and in line with the terms of your policy.

As outlined in your policy terms and conditions, cover cannot be provided if the required eight photos of your vehicle are not received and accepted. Unfortunately, we did not receive the photos of the left side of your car, where the current damage is located. You did respond to our SMS link and later call, and you sent through photos; however, the missing left-side images meant we could not independently confirm the car’s condition before the loss, and your claim was declined on that basis in line with the policy terms.

To assist further, our Market Conduct Team has been notified and is already in contact with you to provide a detailed breakdown of the decision made.

At Prime SA, we remain dedicated to providing value-for-money insurance products and personalised service, which has made us a trusted choice for over a decade.

Thank you for giving us the opportunity to address your concerns.

Kind regards,
The Prime SA Team