IS
Ian S
1 reviews | Active since Jun 2018
15 Dec 2025, 15:02
Horrible service
Ive been calling non stop regarding my towing 1stly i requested the car t be towed to my house and it was refused now towed to your storage and you are not releasing my car and also charging me for the initial tow when i have comprehensive cover including this, this is bizarre and was never explained to me, you agents are cutting my calls and not returning the call, i have had to call over 30 times and still not get assisted this is absolutely horrible
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Replies (2)
Prime South Africa's replyOfficial
15 Dec 2025, 16:53Hello Ian, we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply15 Dec 2025, 16:53
Official
Hello Ian, we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's replyOfficial
18 Dec 2025, 13:19Hello Ian,
Thank you for your post. We are very sorry to hear about the difficulty you experienced.
At Prime, we aim to offer clear, fair cover and straightforward support so that our clients feel informed and looked after at every step, especially after an accident. We also work with service providers who are expected to treat our clients with professionalism and respect at all times.
In your case, your car was towed after the accident in line with our standard process. As explained, the towing benefit is app**** when a claim is approved, which is why there may be towing costs where that is not the case. We also take your feedback about dropped calls and poor communication seriously. While there may have been crossed lines with us trying to reach you and you trying to reach us, we will make sure you receive clear updates and proper support from here on.
We are pleased to note that our Market Conduct Team is already in contact with you to provide further clarity.
At Prime, when your car is towed via our approved providers, you can rest easy knowing it is safely stored in our yards without storage fees building up during the claim process.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply18 Dec 2025, 13:19
Official
Hello Ian,
Thank you for your post. We are very sorry to hear about the difficulty you experienced.
At Prime, we aim to offer clear, fair cover and straightforward support so that our clients feel informed and looked after at every step, especially after an accident. We also work with service providers who are expected to treat our clients with professionalism and respect at all times.
In your case, your car was towed after the accident in line with our standard process. As explained, the towing benefit is app**** when a claim is approved, which is why there may be towing costs where that is not the case. We also take your feedback about dropped calls and poor communication seriously. While there may have been crossed lines with us trying to reach you and you trying to reach us, we will make sure you receive clear updates and proper support from here on.
We are pleased to note that our Market Conduct Team is already in contact with you to provide further clarity.
At Prime, when your car is towed via our approved providers, you can rest easy knowing it is safely stored in our yards without storage fees building up during the claim process.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team