1 reviews | Active since May 2017
Horrible exparience with Prime SA
I am not a Prime client and am so glad I am not. I had an accident on 9 October 2024. It was a chain accident, and I was the third car involved; their client, unfortunately, bumped into me, and it was also out of his control. An accident was reported, we got an accident report number, and we all left.
I phoned my insurance to notify them of the accident and also informed them that I will not be claiming from my insurance. Still I didn't know what was going to happen until I called the parties involved in the accident to hear what is the next step. I was told by the policyholder that his insurance was waiting for documents from my insurance, and I was still lost, wondering which documents they were waiting for. Again I called my insurance to find out if they were contacted by Prime regarding the accident in which they explained to me the procedure. I still had to register a claim with my insurance to get the no-claim letter, which I did. We are already by the 16th of October. So I call Prime to register a third-party claim. After registering the claim, they send me a claim nr and documents that I need to complete and send back with all the required documents. I completed the documents and sent all the required documents attached on 18 October 2024. On 21 October, they sent me an email to say I must please submit 3 quotes. I sent the three quotes on 4 November 2024. On 6 November I receive an email they cannot open the attachments and I must resend it. At this time, I am out of the country and didn't take my laptop, so I am trying everything to resend all these documents as best I can but with no success. this is after they have all these documents that I sent proper copies via email on 18 October 2024. We are now at 21 November 2024, and they are telling me that they received all my documents on 11 November, and it takes 30 days to finalize the claim. If I don't call them, they don't call me. I sent emails to follow up they respond days after. I never spoke to the claims consultant, he is just to busy to speak to me directly but sends me messages via another consultant to tell me that I will know in 30 days of the outcome. My car will not be fixed in 2024 because 30 days from 11 November is 11 December, and panel beaters are closing on 15 December. This has been the worst experience with an insurance company ever. I spoke to the manager, who also gave me an attitude instead of trying to resolve my claim so that I had time to fix my car. I am sure their client's car is fixed already or is being fixed. I am so glad I am not a client of this insurance, and I will never even consider them. I called yesterday (20 November) and spoke to the manager, and by 21 November, no one phoned me back to give me positive feedback, and then I emailed them only to get another wait for 30 days reply, pathetic!!!
I was never contacted by anyone from PrimeSA. If I hadn't called or emailed I still would have been in darkness
Good day Kindly note that we are still conducting validations, and quantum assessments. We will revert to you with an outcome as soon as our assessors have concluded their processes, and I have reviewed the claim. Our further report will follow in due course. Kind regards,
Thank you for your reply. It does not make anything better. What angered me was that my documents had already been submitted on 18 October, and only quotes had been outstanding on 4 November. I received an email saying I must resend all documents because you cannot open them. This was just a horrible experience, so whatever you say will change nothing of my knowledge. My car will still not be fixed before next year. That is my issue!!!
Take as long as you want. It makes no difference now. Why did they not process the documents when they received them and only work through the quotes when it was sent? They asked me for quotes on 21 October, and I only got my last quote on 4 November, so I immediately sent it, and that is when the up and down emails started to resend your document. We cannot open it after all other documents were sent on 18 October. I feel that this matter was dragged unnecessarily. Maybe I am not making it clear why I am angry. The accident happened on 9 October, and I had to phone to find out what needs to be done because your client who bumped me couldn't give me information on the way forward. I registered the claim when I called and found out what to do. They responded with an email of the documents that needed to be completed, and I immediately finished it all and sent it back the next day, which was 18 October. Then, your consultant did not do anything with my documents.
Regards
Carol
Thank you for your reply. It does not make anything better. What angered me was that my documents had already been submitted on 18 October, and only quotes had been outstanding on 4 November. I received an email saying I must resend all documents because you cannot open them. This was just a horrible experience, so whatever you say will change nothing of my knowledge. My car will still not be fixed before next year. That is my issue!!!
Take as long as you want. It makes no difference now. Why did they not process the documents when they received them and only work through the quotes when it was sent? They asked me for quotes on 21 October, and I only got my last quote on 4 November, so I immediately sent it, and that is when the up and down emails started to resend your document. We cannot open it after all other documents were sent on 18 October. I feel that this matter was dragged unnecessarily. Maybe I am not making it clear why I am angry. The accident happened on 9 October, and I had to phone to find out what needs to be done because your client who bumped me couldn't give me information on the way forward. I registered the claim when I called and found out what to do. They responded with an email of the documents that needed to be completed, and I immediately finished it all and sent it back the next day, which was 18 October. Then, your consultant did not do anything with my documents.
Regards
Carol
So, I am just back to conclude my claim experience with Prime after all this long waiting and fighting about when my documents were submitted and when they started working and communicating with me. I have submitted my three quotes as requested, I had to wait 30 days for them to work through it. I know that anybody who asks for a quote and you give them three quotes takes the cheapest quote, which also happened in this case, and that is perfectly fine. To my surprise, they took the cheapest quote that I got from a reputable panel beater and scratched it out like they amended the quote according to what they felt was not necessary to get my car fixed properly. I haven't fixed my car yet because we know that the panel beaters are closed already, so next year, when I do take my car to the panel beater, they fix it. I will have to pay for what the insurance removed because they are the experts. They do the work of the panel beaters, so they know what is needed. I just want to stress to everybody what bad insurance PRIME is, so don't even consider them, and don't even consider them for a third-party claim.
This is the worst insurance I have dealt with in my life. My car has never been involved in any accidents, and after their client bumped me, I now have to have it fixed by cheap labour because they want it that way. I am sure their clients' car was fixed perfectly.
LOW BUDGET INSURANCE!!!!!! WORST EXPERIENCE EVER!!!!
NEVER WILL I RECOMMEND IT TO ANYONE...
So, I am just back to conclude my claim experience with Prime after all this long waiting and fighting about when my documents were submitted and when they started working and communicating with me. I have submitted my three quotes as requested, I had to wait 30 days for them to work through it. I know that anybody who asks for a quote and you give them three quotes takes the cheapest quote, which also happened in this case, and that is perfectly fine. To my surprise, they took the cheapest quote that I got from a reputable panel beater and scratched it out like they amended the quote according to what they felt was not necessary to get my car fixed properly. I haven't fixed my car yet because we know that the panel beaters are closed already, so next year, when I do take my car to the panel beater, they fix it. I will have to pay for what the insurance removed because they are the experts. They do the work of the panel beaters, so they know what is needed. I just want to stress to everybody what bad insurance PRIME is, so don't even consider them, and don't even consider them for a third-party claim.
This is the worst insurance I have dealt with in my life. My car has never been involved in any accidents, and after their client bumped me, I now have to have it fixed by cheap labour because they want it that way. I am sure their clients' car was fixed perfectly.
LOW BUDGET INSURANCE!!!!!! WORST EXPERIENCE EVER!!!!
NEVER WILL I RECOMMEND IT TO ANYONE...