Cheap is expensive ( 7 days later car not assessed)

Item: Prime South Africa
Rating: 1
Author: Thabang M

I had an incident on the 7th of October 2021 (Road flooding), the tow truck driver helped me get in contact with the PMD call centre. I was instructed to file an official incident report at the Police station. Which was done within a few hours. I called to follow up, 3 agents kept requesting to call me back to incept my claim.. in which they never did. I then rejected the 4th request to be called back an insisted to hold on the line to conclude the processes , only then was my claim captured. Today is the 14th no one from PMD has been sent to assess my car. All I am getting from the agents is we will call you back and they never do. "I'm sorry we will push for an assessor".

I requested to speak to the manager, who sadly gave me the response as the agents. "I'm sorry will revert back to you"

Is this the reality of cheap is expensive?

Day in day out I have to call the contact center with no resolve.

Day 7 without a car (no communication) 2 days... missed debt order 4 calls emails and an sms... ya neh

Helpful (0)

Replies (2)

Prime South Africa's replyOfficial

14 Oct 2021, 10:42

Dear Thabang M,

Thank you for taking the time to raise this matter with us.

We have located your policy and commit to providing preliminary feedback within 2 business days.

Assuring you of our continued best endeavours.

Kind regards,
The PMD Team

Prime South Africa's reply14 Oct 2021, 10:42

Official

Prime South Africa's replyOfficial

19 Oct 2021, 13:49

Dear Thabang M,

Thank you for your post. It is particularly troubling to hear of your experience as client service is important to us.

At PMD, we consistently strive to ensure fair outcomes for our clients through the claim process. As the damage to your vehicle was quite severe, it was important to ensure a comprehensive assessment was done from the start. We regret any inconvenience caused by the physical inspection required to ascertain the repair costs in this rare occurrence.

Our system confirms that your vehicle had already been assessed prior to your post and the findings thereof have since been communicated to you.

We appreciate that the claims process can be frustrating and look forward to impressing you with our commitment to our clients in regular further updates.

We are of course pleased to re-confirm, that our early claims excess falls away after just six months.

Assuring you of our continued best endeavours.

Kind regards,

The PMD Team

Prime South Africa's reply19 Oct 2021, 13:49