Dissatisfaction Poor Service

Dear Prime South Africa Customer Service,

I am writing to formally express my dissatisfaction regarding the handling of my recent tyre and rim claim (Claim Number: CL***) submitted on Monday, 09 June 2025.

After submitting the claim, I was informed that it had been received, processed, and approved, and that payment would be made into my account within 24 to 72 hours. It has now been 8 days, and I have yet to receive any payment. Despite follow-ups and being told the matter has been escalated, there has been no communication or resolution.

Due to the delay, I was left with no choice but to purchase the tyre myself, as driving around on a spare wheel was not safe or sustainable. This situation has rendered the purpose of having insurance cover with Prime South Africa questionable.

This is not the first time I have had a poor experience with your service – previously, I had a frustrating encounter regarding your towing assistance, which also failed to meet expectations.

It is unacceptable that premiums are deducted promptly, yet when it comes to claims, the process is slow and inefficient. I request an urgent explanation regarding the delay and immediate payment for the approved claim. If this issue is not resolved promptly, I will consider taking the matter further with the Ombudsman for Short-Term Insurance.