FM
Fikile M
1 reviews | Active since May 2026
17 May 2026, 19:43
Dissatisfied with service provided
I have been insured with Prime from 2022 without any claim made until i had an accused in march 29 this year. Vehicle was towed to Durban from Richards where i stay. Assessment took so long to be resolved. Unfortunately i was told that they are writing it off. Further more i must pay for storage and tow back the vehicle. I paid the storage and paid towing truck to the venue after Prime has given me a clearance letter. When i got there they refused with the vehicle mind you the storage and all payment request were made. I'm so disappointed. I would never recommend this to anyone. All my siblings are insured by Prime.
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Replies (2)
Prime South Africa's replyOfficial
18 May 2026, 07:07Hello Fikile , 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 reply18 May 2026, 07:07
Official
Hello Fikile , 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 replyOfficial
20 May 2026, 12:43Hello Fikile M,
Thank you for taking the time to alert us about your recent experience.
We take pride in ensuring that our processes allow clients access to their cars whenever needed. It's troubling to hear that we fell short of our standards in this case.
While we regret any confusion surrounding the collection of your car, we note that this happened because we are attempting to obtain a more specialised report regarding the cause and extent of the damage. This was authorised by our assessors after your continued dispute with the initial decision made.
As you know, the assessment reports to date confirmed that the damage to your car was caused by mechanical and electrical failures. It is standard in the industry that this type of damage is not covered by insurance benefits.
Our Market Conduct Team will continue to keep you up to date about the assessment and to provide a way forward.
At Prime SA, we take pride in ensuring fair and transparent claim outcomes.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply20 May 2026, 12:43
Official
Hello Fikile M,
Thank you for taking the time to alert us about your recent experience.
We take pride in ensuring that our processes allow clients access to their cars whenever needed. It's troubling to hear that we fell short of our standards in this case.
While we regret any confusion surrounding the collection of your car, we note that this happened because we are attempting to obtain a more specialised report regarding the cause and extent of the damage. This was authorised by our assessors after your continued dispute with the initial decision made.
As you know, the assessment reports to date confirmed that the damage to your car was caused by mechanical and electrical failures. It is standard in the industry that this type of damage is not covered by insurance benefits.
Our Market Conduct Team will continue to keep you up to date about the assessment and to provide a way forward.
At Prime SA, we take pride in ensuring fair and transparent claim outcomes.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team