1 reviews | Active since Sept 2021
Franstrcted and disaipointed paying client to Prime South Africa Insurance
I am writing to express my disappointment and frustration regarding the poor service I have received concerning my recent windscreen chip claim.
I have been a loyal client of your company for more than two years and have consistently paid my monthly premiums on time. During this period, I have also referred several friends to your company because I believed in the quality, affordability, and reliability of your insurance services.
However, I am extremely disappointed by the way my claim has been handled. It has now been more than three days since I reported a chip on my windscreen, and I have yet to receive meaningful assistance or a clear update regarding the progress of my claim.
When I lodged the claim, I emphasized the urgency of the matter. A small windscreen chip can quickly develop into a crack, potentially resulting in the need for a complete windscreen replacement. Despite making this clear, I feel that my concerns have not been taken seriously. What is even more concerning is the lack of communication. Instead of being proactively updated, I have had to follow up repeatedly myself to obtain information.
Unfortunately, this is not the first time I have experienced such delays. In December 2025, I reported another issue, yet assistance was only provided in January 2026. The response times on both occasions have been unacceptable and have left me questioning whether your company truly values its paying and loyal clients.
As a customer who has remained committed to your company and fulfilled all my obligations, I expected a much higher level of service. The recurring delays, lack of communication, and failure to provide timely assistance have significantly damaged my confidence in your ability to deliver the service I am paying for.
I would appreciate an urgent response explaining the reasons for these delays and providing a clear timeline for the resolution of my current claim. Unless there is a significant improvement in both service and communication, I will be forced to reconsider my relationship with your company and explore alternative insurance providers.
I look forward to your prompt response.
The Prime SA Team
The Prime SA Team
I had to do a foloow up my self which is frastractin78bb31fb-067d-4ef6-917f-c3611de4bc46.jpg 81.92 KBg.
I had to do a foloow up my self which is frastractin78bb31fb-067d-4ef6-917f-c3611de4bc46.jpg 81.92 KBg.
Thank you for taking the time to share your experience. We appreciate you raising this with us and completely understand how frustrating this has been.
At Prime, we know how important your car and your peace of mind are, so we focus on dealing with claims sensibly, keeping you informed and working towards outcomes that are fair and transparent.
After a thorough review of your concern, our records show that your windscreen claim was approved and that, after the initial assessment in January, you, the glass repairer and our team agreed that the mark on your windscreen was a surface scratch rather than a chip or crack that could safely be repaired under your cover at that time. You advised us that you’d get back in touch if the damage developed into a chip or crack, and we can see that when you contacted us again this week to confirm that the damage had progressed, the repair was authorised. We do, however, accept that the overall experience and communication around this left you feeling unsure and frustrated, and we’re sorry for that.
Our Market Conduct team has been alerted and is already in contact with you to provide further clarity.
We’re glad that your windscreen repair has now been authorised and are committed to seeing it through so that your car is properly taken care of. We remain committed to providing affordable, quality cover and a service experience that gives you confidence that your car is in good hands.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Thank you for taking the time to share your experience. We appreciate you raising this with us and completely understand how frustrating this has been.
At Prime, we know how important your car and your peace of mind are, so we focus on dealing with claims sensibly, keeping you informed and working towards outcomes that are fair and transparent.
After a thorough review of your concern, our records show that your windscreen claim was approved and that, after the initial assessment in January, you, the glass repairer and our team agreed that the mark on your windscreen was a surface scratch rather than a chip or crack that could safely be repaired under your cover at that time. You advised us that you’d get back in touch if the damage developed into a chip or crack, and we can see that when you contacted us again this week to confirm that the damage had progressed, the repair was authorised. We do, however, accept that the overall experience and communication around this left you feeling unsure and frustrated, and we’re sorry for that.
Our Market Conduct team has been alerted and is already in contact with you to provide further clarity.
We’re glad that your windscreen repair has now been authorised and are committed to seeing it through so that your car is properly taken care of. We remain committed to providing affordable, quality cover and a service experience that gives you confidence that your car is in good hands.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
My main concern was never about that incident specifically. My burning question is why claims often take longer than necessary to be processed, and why there appears to be little or no communication between PMD and the client after a claim has been lodged by the client.
My main concern was never about that incident specifically. My burning question is why claims often take longer than necessary to be processed, and why there appears to be little or no communication between PMD and the client after a claim has been lodged by the client.