I experienced very poor service from the third-party claim handler, and I suspect it may be because I am not one of your clients. (CL***))

I am deeply disappointed and frustrated by the service I’ve received from one of your claims handlers, Ms. Thuli Mgabi (or Mgabe). It is truly disheartening that a company with such a strong reputation and over 90% positive client reviews would allow one individual’s poor conduct to tarnish its image.

I registered a third-party claim on July 27th, after my vehicle was hit by one of your clients. I followed every required step — submitting documents, completing forms, and making multiple follow-ups — all in good faith that my case would be handled professionally. Unfortunately, the experience has been the complete opposite.

From the beginning, communication with Ms. Mgabi has been extremely poor. My follow-up emails would go unanswered for a week or more, and when she did respond, the updates contained no meaningful progress. In several instances, I discovered she had not escalated my claim to the relevant teams for investigation or approval — delays that stretched into weeks and even months.

For example, it took an entire month to conduct a validation and quantum assessment, followed by another month waiting for management approval. Despite my patience throughout this process, the lack of urgency or accountability from her side was unacceptable.

On October 28th, I called for an update. When a call center agent reached out to Ms. Mgabi, I was told my claim had been approved and that she would call me to explain the next steps. She never called. On November 10th, I followed up again and was transferred to her colleague, who said she was on another call. I patiently held, only to be told she had left her desk — presumably for a break — without attending to my call.

When she eventually answered after nearly 45 minutes, her tone was rude, defensive, and dismissive, yelling Why did i keep her colleague on the line even when they told me she is away because i insisted on holding on the line. That i blocked her colleague from receiving other client calls, the least i expected was to just apologize for keeping me long and provide update. Instead of addressing my concerns, she accused me of “fighting” and stated it was my responsibility to follow up, even though I had sent several unanswered emails. To make matters worse, although my claim was approved on October 27th, she only sent the release form and banking details request on November 10th — thirteen days later.

This level of service is unacceptable and far below the standards I expect from a reputable brand like Prime. Employees like Ms. Mgabi not only delay client resolutions but also damage the company’s excellent reputation built by the many professional and friendly agents I’ve interacted with before.

I kindly request that you review this matter urgently, including all call recordings and correspondence, so you can hear firsthand how she interacted with me. Clients deserve respect, timely updates, and empathy — especially during a claims process that is already stressful enough.

I sincerely hope this issue will be addressed promptly, not only for my case but to ensure no other client endures a similar experience. Please also share this with her line manager. The purpose of this email is to remedy and constructively build a better service to others rather than punish. We all make mistakes and all deserve second chances. I signed the release settlement and provided the banking confirmation. My claim is still not settled to-date.

I have escalated this with the compliance team 2 weeks ago, no feedback from them either. Very disspointed