BM
Boitumelo M
1 reviews | Active since Feb 2015
22 May 2025, 11:51
Horrible service with lack of empathy
I was involved in a car Accident 01/05/25 and car was written off after virtual assessment and I was asked to send settlement letter 02/05 . I was told turn around time is 10-15 working days. Today is day 15 no update all they did was call me 100times get statement from me and I’m now being told they are waiting for report from external investigators and my case is taking long because my car is of “high value “ not sure what this means as they were aware of the car value when we took the policy. It is as if they are looking for reason not to pay I am not sure what exactly are they investigating and they are refusing to put us through to the manage and share details of this investigator it’s as if they are looking for reason not to pay . They took my car to salvage now I must pay for a car we don’t have because they won’t pay the claim they are busy investigating the accident as it it was a ******** activity that one must go to jail for . I had an accident and almost died and this is the most insensitive thing for pmd to do to a client dealing with such trauma.
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Replies (3)0
Replies (3)
Prime South Africa's replyOfficial
22 May 2025, 13:15Dear Boitumelo, 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's reply22 May 2025, 13:15
Official
Dear Boitumelo, 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.
BM
Boitumelo M's updateReviewer Update
22 May 2025, 13:28Patience is something I’ve ran out of todays is the 22nd of may the accident was on the 1st of may the car was written off 2nd may and all the documents PMD requested have been submitted including the bank settlement letter .what exactly is PMD investigating ? Why is there an external caomomay hired to investigate me/accident ? I am their client why was my accident details shared with this external people ? What information are they looking for that I can’t provide ?if my car is of “high value” as they stated why was I not notified that will be a problem maybe I was not going to take the insurance with them also what does the value has to do with the claim ? The lack of empathy here is so sickening I don’t have a car at the moment which is affecting ting my life negatively and clearly no one cares. I’m so disappointed in how my claim is being handled honestly it seems like pmd is looking for an excuse not to pay the claim . Our policy was cancelled within a week and car written off in a day but I must wait a month to get answers ? You guys are not fair at all .
BM
Boitumelo M's update22 May 2025, 13:28
Reviewer Update
Patience is something I’ve ran out of todays is the 22nd of may the accident was on the 1st of may the car was written off 2nd may and all the documents PMD requested have been submitted including the bank settlement letter .what exactly is PMD investigating ? Why is there an external caomomay hired to investigate me/accident ? I am their client why was my accident details shared with this external people ? What information are they looking for that I can’t provide ?if my car is of “high value” as they stated why was I not notified that will be a problem maybe I was not going to take the insurance with them also what does the value has to do with the claim ? The lack of empathy here is so sickening I don’t have a car at the moment which is affecting ting my life negatively and clearly no one cares. I’m so disappointed in how my claim is being handled honestly it seems like pmd is looking for an excuse not to pay the claim . Our policy was cancelled within a week and car written off in a day but I must wait a month to get answers ? You guys are not fair at all .
Prime South Africa's replyOfficial
27 May 2025, 07:58Hello Boitumelo,
Thank you for your post. We value all feedback as we continuously strive to improve our services.
At Prime SA, we pride ourselves on promptly paying all valid claims. Rest assured, we perform our validations not for the sake of creating unnecessary delays or to avoid paying high-value claims but for the protection of all of our clients. As we are sure you will appreciate, the more time it takes us to validate your claim, the more it costs us both.
We understand how challenging this situation must be for you, and we want to assure you that our Claims Team is working diligently to ensure that your claim is finalized without further delay and has undertaken to continue to keep you updated regarding the progress of your claim.
Our Market Conduct team will be in contact with you with more detailed feedback.
It will undoubtedly please you to know that Prime SA offers up to 30 days of car rental benefits following those unforeseen accidents that leave you without your vehicle.
Assuring you of our continued best endeavours.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply27 May 2025, 07:58
Official
Hello Boitumelo,
Thank you for your post. We value all feedback as we continuously strive to improve our services.
At Prime SA, we pride ourselves on promptly paying all valid claims. Rest assured, we perform our validations not for the sake of creating unnecessary delays or to avoid paying high-value claims but for the protection of all of our clients. As we are sure you will appreciate, the more time it takes us to validate your claim, the more it costs us both.
We understand how challenging this situation must be for you, and we want to assure you that our Claims Team is working diligently to ensure that your claim is finalized without further delay and has undertaken to continue to keep you updated regarding the progress of your claim.
Our Market Conduct team will be in contact with you with more detailed feedback.
It will undoubtedly please you to know that Prime SA offers up to 30 days of car rental benefits following those unforeseen accidents that leave you without your vehicle.
Assuring you of our continued best endeavours.
Kind regards,
The Prime SA Team
The Prime SA Team