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M. Bregger mbregz

1 reviews | Active since Aug 2021

10 Dec 2025, 12:14

Extremely Poor Claim Handling After 6 Years

I have been a customer with Prime/PMD for 6 years, with only two accident claims - both not our fault. My recent claim has been handled poorly and continues to be mismanaged.

It took over a month to confirm the claim even though they demanded my excess upfront which was paid immediately, the excess was quoted incorrectly by a margin of 7K extra, and I was initially told by legal that my cracked windshield would be included. However, the autobody later told me it wasn’t part of the claim, and despite multiple requests, PMD has refused to send the glass fitment team to complete the repair.

There has been constant blame-shifting between assessors, Prime, and legal, and no clear resolution has been offered. This level of service is unacceptable after uninterrupted payments and being a loyal customer to them!

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Replies (2)
Prime South Africa
Prime South Africa's reply10 Dec 2025, 13:09
Official
Hello Madalaine, we appreciate you bringing this to our attention.

Your feedback is important to us, and we’re currently investigating the matter. A detailed response will follow shortly – please check back or click “see more” to view it.

Kind regards,
 The Prime SA Team

Prime South Africa
Prime South Africa's reply15 Dec 2025, 07:51
Official
Hello M. B, 

Thank you for your post. We appreciate the opportunity to reassure you of our commitment to excellent client service. 

At Prime, we are dedicated to supporting our clients throughout the claims journey, and we are sorry that we did not meet your expectations in this instance. We value your long-standing relationship with us and are working to ensure that your current claim is brought to a satisfactory conclusion. 

Rest assured that we are working closely with the repairer to ensure the process is completed as quickly as possible.  

It’s reassuring to know that our nationwide panel of SAMBRA-approved repairers ensures vehicles receive high-quality repairs and service, restoring them to their pre-accident condition. 

Committed to resolving your concern with care. 

Kind regards,
The Prime SA Team