Bad Service

Good day

I am very disappointed at the service, Prime Meridian Direct insurance gave me with regards to a claim that I did on the 18/07/2022. Firstly ever since I lodged the claim I was the one that constantly called them to find out what was the hold up with the claim and I feel like I deserved some feedback from them regularly on what the standing of my claim was.

Secondly when I kept calling on the time of the claim the response I got was that the car still needed to go for a computer scan for the proper diagnosis of the damage that's what one agent said to me and I clarified with her that what she meant was the computer scan determines what exactly is damaged to the car and she said yes. So I waited for 6 full weeks only for the response to say they are rejecting the claim because I was going at 83km/h in a 60km/h zone. My concern is if the outcome is that what then took them so long with the claim? Because speed records are requested at Car track which is an external company and definitely not part of the computer scan? I further requested that okay if then the outcome is of that nature can I atleast get the outcome from the computer scan or the assessors report for the diagnosis of the damage that they said they're doing. Two agents told me that they have escalated my request and that the relevant department will email me the report now today another person tells me that the concerned department tells me that the report cannot be said because they did the scan digitally whereas the legal department sent an email to say as soon as they receive the expert report they will revert back to me, where is that report? There is a lot of inconsistency in this whole process which makes me not accept the outcome they gave me given that the claim took ridiculously too long just for them to come back with such a response.

Lastly in the terms and conditions that they qouted when rejecting my claim it stipulates that should a claim be rejected then the client will pay for their own towing and storage costs now when PMD called they told me I had to pay a release fee so that my car would be given to me so I asked what this fee was for they told me it is for towing fee from the day of the accident and some additional fees etc. I payed this fee then the car was collected but to my surprise they never mentioned storage costs the only thing I waa told was that I need to pay this fee just to get my car then I am sorted, now the guy from towing company keeps asking me about storage because he is not getting any clear communication from PMD and so am I?

I am a paying client, I never missed any premiums and I have been treating my car very well. I happened to have an accident while driving at night in a high risk area as a female now all my premiums have to go to waste? Even so the Insurance company has shown incompetence in some areas of customer service and so many inconsistencies. I am very unhappy and I would like that they outcome be relooked. I still need that assessment report for the diagnosis that they said they were doing as I want to send all of this to the Ombudsman. My car was kept for 44 full days and what for? For me not to get all the information I require about my claim? Unacceptable.

Should you require further information please do not hesitate to contact me on this email *** or ‪***‬.

Kind Regards Asiphe Mateyise ‪***‬

Sent from my phone