1 reviews | Active since Dec 2022
Extremely Disappointing Service and Unresolved Issues - Immediate Action Required
Dear PMD,
I am writing to express my complete frustration with the absolutely abysmal service I’ve received, which, frankly, is beyond disappointing. Had Matthew from the Assessing Management Department simply followed through with my initial request to send an email confirming that a follow-up would be done and additional feedback passed on to the assessor, I wouldn’t have had to waste my time writing this review. His failure to do this shows a shocking lack of competence and professionalism.
Instead of handling my request properly, Matthew made it seem like he was genuinely trying to help—when, in reality, all he needed to do was follow a simple instruction: document our conversation and send me an email with the details I provided over the phone. Not only did he fail at this basic task, but I was left waiting 29 minutes on the phone just for him to pick up and offer me a cold apology, followed by an empty promise. This is completely unacceptable and only adds to my frustration.
Let’s talk about the state of my Hyundai H1, which has been sitting at M.A.G., one of your repairers, since being booked in on January 6th for a minor accident. It’s been weeks, and Thandi, the assigned claims consultant, has been nothing but unhelpful, forcing me to follow up repeatedly just to get anything done. It's beyond ridiculous that I’ve had to chase after her to do her job—this is not the level of service anyone should expect.
I am done being patient. You have one week to resolve this issue. If it’s not addressed by then, I will escalate this to Pauline Nieuwoudt and, if necessary, to the Ombudsman.
This review is also going to be shared on Facebook, as I am at my wit’s end. I want to make it clear how utterly frustrated I am with this whole process.
To anyone thinking about using PMD for insurance, do yourself a favor and look elsewhere. The time, effort, and frustration I’ve had to deal with have made it clear that this company is a nightmare to deal with, and it’s not worth anyone’s sanity.
We appreciate the time you have taken to note your disappointment. It saddens us to hear that the service you received failed to impress.
Rest assured that we always do all in our power to avoid delays during the repair process. We pride ourselves on ensuring that vehicles are returned to clients in good, repaired condition. To achieve this, we encourage all repairs to be completed by a SAMBRA-approved repairer on our panel who has been carefully vetted to ensure that the best possible workmanship and service is provided to our clients. Should they not meet the standard, we have warranties in place to assist with any rectifications.
We can confirm that we received the additional request from the repairer, and the additional request has been duly authorized by the assessment department. The part supplier has also confirmed that the parts for the additional repairs should take less than 4 days to be delivered.
Our market conduct department will be in contact with you to provide you with further clarity on your query.
It will no doubt reassure you to know that Prime is one of few insurers that offer a Reducing excess with each month you remain claim-free.
We are assuring you of our best-continued endeavors on your behalf.
Kind regards,
The Prime SA Team.
We appreciate the time you have taken to note your disappointment. It saddens us to hear that the service you received failed to impress.
Rest assured that we always do all in our power to avoid delays during the repair process. We pride ourselves on ensuring that vehicles are returned to clients in good, repaired condition. To achieve this, we encourage all repairs to be completed by a SAMBRA-approved repairer on our panel who has been carefully vetted to ensure that the best possible workmanship and service is provided to our clients. Should they not meet the standard, we have warranties in place to assist with any rectifications.
We can confirm that we received the additional request from the repairer, and the additional request has been duly authorized by the assessment department. The part supplier has also confirmed that the parts for the additional repairs should take less than 4 days to be delivered.
Our market conduct department will be in contact with you to provide you with further clarity on your query.
It will no doubt reassure you to know that Prime is one of few insurers that offer a Reducing excess with each month you remain claim-free.
We are assuring you of our best-continued endeavors on your behalf.
Kind regards,
The Prime SA Team.