EN
Esetu N
1 reviews | Active since Jan 2022
23 Oct 2025, 09:18
Car Insurance delays
Hi
I’m honestly heartbroken and frustrated with Prime SA Car Insurance. For almost two months, I’ve been waiting for my claim to be resolved — yet every single time I have to call for answers, and all I ever hear is, “We are still awaiting approval.” No updates, no urgency, no genuine care.
What hurts even more is that, despite this long delay, the company continues to deduct my monthly premiums without fail, while I’m left stranded and unsupported. When you go through an accident, you expect your insurer to stand by you — not make you feel ignored and alone in the process.
To anyone considering this insurer, and to existing clients who believe they’ll be taken care of, please think twice and ask the difficult questions. You only discover the truth about an insurance company when you’re in a moment of need — and right now, I feel deeply let down.
I’m not asking for special treatment — just basic service, honesty, and compassion. Something every paying customer deserves.
This is my pending claim number: CL***
Helpful (0)
Replies (3)0
Replies (3)
Prime South Africa's replyOfficial
23 Oct 2025, 11:37Hello Esetu, we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply23 Oct 2025, 11:37
Official
Hello Esetu, we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
EN
Esetu N's updateReviewer Update
23 Oct 2025, 13:48Good day,
I acknowledge receipt of your feedback and have noted that Prime South Africa has rejected my claim. I would like to place on record that I have formally disputed this outcome, as the reasons stated in the report I received this morning are unfounded and do not align with the facts of the incident.
Furthermore, after a lengthy delay in providing me with feedback, I have now been instructed to collect my vehicle from your storage facility at my own cost. I must emphasize that I am not in a financial position to cover these storage or release fees, especially given that the matter remains unresolved and under dispute.
I therefore request that the dispute be reviewed urgently and that no further action or cost implications be imposed on me until a fair and transparent resolution has been reached.
I acknowledge receipt of your feedback and have noted that Prime South Africa has rejected my claim. I would like to place on record that I have formally disputed this outcome, as the reasons stated in the report I received this morning are unfounded and do not align with the facts of the incident.
Furthermore, after a lengthy delay in providing me with feedback, I have now been instructed to collect my vehicle from your storage facility at my own cost. I must emphasize that I am not in a financial position to cover these storage or release fees, especially given that the matter remains unresolved and under dispute.
I therefore request that the dispute be reviewed urgently and that no further action or cost implications be imposed on me until a fair and transparent resolution has been reached.
Kind regards,
Esetu
Esetu
EN
Esetu N's update23 Oct 2025, 13:48
Reviewer Update
Good day,
I acknowledge receipt of your feedback and have noted that Prime South Africa has rejected my claim. I would like to place on record that I have formally disputed this outcome, as the reasons stated in the report I received this morning are unfounded and do not align with the facts of the incident.
Furthermore, after a lengthy delay in providing me with feedback, I have now been instructed to collect my vehicle from your storage facility at my own cost. I must emphasize that I am not in a financial position to cover these storage or release fees, especially given that the matter remains unresolved and under dispute.
I therefore request that the dispute be reviewed urgently and that no further action or cost implications be imposed on me until a fair and transparent resolution has been reached.
I acknowledge receipt of your feedback and have noted that Prime South Africa has rejected my claim. I would like to place on record that I have formally disputed this outcome, as the reasons stated in the report I received this morning are unfounded and do not align with the facts of the incident.
Furthermore, after a lengthy delay in providing me with feedback, I have now been instructed to collect my vehicle from your storage facility at my own cost. I must emphasize that I am not in a financial position to cover these storage or release fees, especially given that the matter remains unresolved and under dispute.
I therefore request that the dispute be reviewed urgently and that no further action or cost implications be imposed on me until a fair and transparent resolution has been reached.
Kind regards,
Esetu
Esetu
Prime South Africa's replyOfficial
30 Oct 2025, 17:06Hello Esetu N,
Thank you for your post and sharing your experience with us.
At Prime, we take pride in ensuring a swift claims process. It is also true that when the information on the claim is limited or inconsistencies arise, further procedures may be needed to ensure the fair outcome is reached.
Moreover, we are committed to ensuring clients understand the terms and conditions of the product they choose. A review of your claim confirmed that the incident falls within a known exclusion to cover.
As you know, our Market Conduct Team has already been alerted to your concern and will conduct a detailed review of the decision on your claim, before providing you with answers.
It should reassure you to know that Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure an improved client experience.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply30 Oct 2025, 17:06
Official
Hello Esetu N,
Thank you for your post and sharing your experience with us.
At Prime, we take pride in ensuring a swift claims process. It is also true that when the information on the claim is limited or inconsistencies arise, further procedures may be needed to ensure the fair outcome is reached.
Moreover, we are committed to ensuring clients understand the terms and conditions of the product they choose. A review of your claim confirmed that the incident falls within a known exclusion to cover.
As you know, our Market Conduct Team has already been alerted to your concern and will conduct a detailed review of the decision on your claim, before providing you with answers.
It should reassure you to know that Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure an improved client experience.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team