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Martin S

1 reviews | Active since Aug 2025

12 Aug 2025, 13:07

FRUSTRATED CLIENT

Since my email is being ignored as though I am not paying my monthly premiums and rather getting insurance for free..😒.

CMP*** / CL***

As cooperative client of PMD, I find it extremely frustrating to be forced into taking such measures—tracking down your email addresses—just to have my concerns heard.

I lodged a claim in mid-June 2025, and we are now fast approaching mid-August. In this entire period, I have only had a single communication with my claim handler, and that was after numerous calls and even having to threaten to cancel my policy to get her attention.

Furthermore, the Parts Department was apparently unaware that the panel beaters had not received the necessary parts—something I had to uncover myself through persistent and relevant questioning. Much of the information surrounding this claim is already recorded in your call notes.

I have attached the formal response reflecting an estimated completion date of 12 August 2025. It is now 16:53, and there has been no update or review of this estimated time.

At this stage, I believe it is fair to assume my vehicle will be ready for collection tomorrow. Kindly confirm what time I can collect it.

0
Replies (2)
Prime South Africa
Prime South Africa's reply13 Aug 2025, 10:06
Official
Dear Martin, we regret to hear about your dissatisfaction and appreciate you letting us know. We will acknowledge your complaint in writing within 48 hours. Thank you for your patience. Kind regards, the Prime SA team. 
Prime South Africa
Prime South Africa's reply19 Aug 2025, 08:54
Official
Hello Martin S,

Thank you for sharing your concerns with us.

We understand how frustrating this experience has been and appreciate your patience as we work to resolve the matter. At Prime SA, we are committed to providing fair outcomes and excellent service to all our clients.

Regarding your claim, the repair process has been delayed due to external factors, such as part availability, which are beyond our immediate control. We are actively engaging with the supplier to ensure the required parts are delivered to the repairer as soon as possible. Once received, the repair process will be expedited to minimise further delays.

Our claim handler has also contacted you directly to provide updates and address any concerns. Should you need further assistance, our internal complaints team is available to support you.

At Prime SA, we aim to provide peace of mind through unique benefits like fixed premiums that never increase, ensuring financial stability for our valued clients.

Thank you for your understanding and for giving us the opportunity to resolve this matter.

Kind regards,
The Prime SA Team