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Miya B

1 reviews | Active since May 2026

24 May 2026, 08:21

Bad service

To: Prime Meridian Direct Internal Dispute Resolution Department From: Miya Baphelile Policy Number: MX*** Claim Number: CL*** Date: 24 May 2026 Subject: Formal Internal Dispute Resolution (IDR) – Repair Negligence and 6-Month DelayDear Dispute Resolution Committee,I am writing to lodge a formal complaint regarding the handling of my vehicle repair for the above-mentioned claim.My vehicle has been in the possession of your chosen service provider, AUTO-MAGIC Bloemfontein , for six months. During this period, the vehicle was further damaged while under their care. I am currently being told I must wait for the repairer’s own insurance to settle a claim before my vehicle is restored.I am disputing this delay and the insurer’s lack of accountability on the following grounds:Service Provider Liability: Since the repairer was appointed by Prime Meridian Direct, you are contractually responsible for the quality of work and the safety of the vehicle while in their care.Unreasonable Delay: A six-month period without a vehicle is a breach of the imp**** duty to settle claims within a reasonable timeframe.Third-Party Complications: The internal insurance dispute between your repairer and their insurer is a third-party matter that should not prejudice me or delay the return of my vehicle.Requested Resolution:I require PMD to take immediate ownership of this matter. I request that my vehicle be repaired or the total loss be settled directly by you within 15 working days.Should this matter not be resolved or should I not receive a written response within the timeframe specified by the NFO (National Financial Ombud), please consider this letter my request for a Letter of Deadlock so that I may escalate this matter to the Ombud's office.I look forward to your prompt response. Regards, Miya Baphelile John ***

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Replies (4)
Prime South Africa
Prime South Africa's reply24 May 2026, 17:55
Official
Hello Miya, 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 reply28 May 2026, 13:57
Official
Hello Miya B,

Thank you for taking the time to share your experience with us. We understand how distressing it is to be without your car for such an extended period, especially where there are concerns about damage that occurred while it was with a repairer appointed through your insurer. 

At Prime SA, we take pride in ensuring that our repair processes are fair, transparent, and supported by strong oversight of our panel repairers, so that vehicles are restored safely and within reasonable timeframes. 

After a thorough investigation of the matter, our records show that your original accident claim was approved and your vehicle was authorised for repairs at Auto Magic Bloemfontein. During the course of those repairs, further concerns were raised about damage to your engine while the vehicle was in the repairer’s care. The repairer has since reported the incident to its own insurer, and we understand that they have arranged a courtesy vehicle for you while that separate engine-damage claim is being finalised. Because the engine damage did not form part of the insured accident loss, the portion now in dispute must, in principle, be claimed from the repairer’s own insurer rather than from your policy.

Our Market Conduct team has been alerted and is already in contact with you to provide further clarity.

While that process runs between the repairer and their insurer, our focus is to minimise the impact on you as far as possible. We are urgently engaging with the repairer and their insurer on timelines, including questioning why our client should be prejudiced by the duration of that process and the possibility of exploring alternative remedies. 

Rest assured, our nationwide network of SAMBRA-approved repairers is committed to delivering high-quality repairs, ensuring your car is restored to its pre-incident condition.

Committed to resolving your concern with care.

Kind regards,
The Prime SA Team
MB
Miya B's update28 May 2026, 17:21
Reviewer Update
After reading this.

You just repeated what i have been hearing for the past b2 months closing on the 3rd month now. Honestly!!!

NB ****I need time frames.

When do i get my vehicle?

Your company chose those people i have no contract with them. So why do i have to even wait for people who have no obligation to me?

I have a contract with you so subrogate the damage and you will deal with your “SAMMBRA - approved repairer” for their professional negligence on your own accord.

My car is suffering secondary damage

My tyres and car battery are wearing.
Who’s going to buy those things?




MB
Miya B's update01 Jun 2026, 14:33
Reviewer Update
I even today there’s still no time frame nothing they you guys went silent.