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Naledi N

1 reviews | Active since Apr 2021

11 May 2026, 16:33

Frustrating and Unprofessional Claims Proces

I have never been this disappointed with an insurance company before. I submitted a rim and tyre claim on 30 April 2026 after unsuccessfully trying to get assistance from roadside support. I then had to personally follow up on 4 May 2026 just for the claim to be processed.

I was informed that the tyre payout would be processed on 8 May 2026, but today, 11 May 2026, I am being told it will only be processed tomorrow. I have also been holding on the line trying to speak to a manager with no assistance whatsoever.

It is extremely frustrating that I constantly have to follow up myself just for progress to be made on the claim. I am exhausted and disappointed by the level of service received. I genuinely do not understand how a tyre cover claim can take almost two weeks to resolve. This experience has been unacceptable.

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Replies (2)
Prime South Africa
Prime South Africa's reply12 May 2026, 07:14
Official
 
Hello  Naledi , 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 

Prime South Africa
Prime South Africa's reply15 May 2026, 10:02
Official
Hello Naledi,

Thank you for taking the time to share your experience with us. We know how important it is to have a simple and efficient process when you claim. 

Our aim is always to make the process as smooth and hassle-free as possible, and we’re sorry that the service you received has not met your standards.

After we reviewed your claim, a manager has since given you a call to discuss your concern. We can also confirm that your claim has been approved and your payment has been processed. We recognise that the way the updates were managed caused frustration, and we’ve addressed this with the relevant team to help ensure that future communication is timelier and more proactive.

Our Market Conduct team has been alerted and is already in contact with you to provide further clarity.

We understand how difficult it can be to be without your car. At Prime, we offer an optional Car Hire Benefit which ensures you stay mobile while your car is being repaired.

Committed to resolving your concern with care.

Kind regards,

The Prime SA Team