LP
Luyanda P
1 reviews | Active since Sept 2020
05 Feb 2026, 21:16
Excess cover lies!!!
I received an email that there was an policy update and went through all of the updates. I just discovered now in my policy document I have 6 different types of excess(this is for varies scenarios e.g an accident happens between 11pm and 5am you will pay 3times more in excess amount) but when I took the cover it was just told of one by their consultant. I’ve decided to cancel my cover with them.
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Replies (2)0
Replies (2)
Prime South Africa's replyOfficial
06 Feb 2026, 07:38Hello Luyanda , 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
The Prime SA Team
Prime South Africa's reply06 Feb 2026, 07:38
Official
Hello Luyanda , 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
The Prime SA Team
Prime South Africa's replyOfficial
10 Feb 2026, 09:53Hello Luyanda P,
Thank you for taking the time to share your feedback with us. We value all input as it helps us improve and better serve our clients.
At Prime, we take great pride in the lengths we go to ensure clients understand the product that they buy and can make an informed decision on whether it meets their needs, from the purchase call all the way through the journey with us. A review of your purchase call recording confirms that the excess structure was fully explained before you took out cover. This structure was also clearly documented in your policy schedule sent thereafter.
Our Market Conduct Team will contact you shortly to provide a detailed answer and way forward.
Unlike its competitors, Prime offers an excess that reduces to zero over 36 months when you remain claim-free, providing even greater value and peace of mind.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Prime South Africa's reply10 Feb 2026, 09:53
Official
Hello Luyanda P,
Thank you for taking the time to share your feedback with us. We value all input as it helps us improve and better serve our clients.
At Prime, we take great pride in the lengths we go to ensure clients understand the product that they buy and can make an informed decision on whether it meets their needs, from the purchase call all the way through the journey with us. A review of your purchase call recording confirms that the excess structure was fully explained before you took out cover. This structure was also clearly documented in your policy schedule sent thereafter.
Our Market Conduct Team will contact you shortly to provide a detailed answer and way forward.
Unlike its competitors, Prime offers an excess that reduces to zero over 36 months when you remain claim-free, providing even greater value and peace of mind.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team