*********** Service
My husband had an accident on 5 February 2023, we than lodged a claim the following day (the 6th of February 2023). The Policy No. MX***, and the Claim Ref we received is No. CL***. Thus, a series of calls and WhatsApp started to be exchanged seeking more information and clarity about the accident. Then, on the 20th my husband made a call complaining about lack of feedback and how we were not kept in the loop. hey apologized and promise me that it will be finalized within 15 working days following their policy. We reminded them that they left with 4 days to complete the process and provide us with feedback. Instead they forwarded the complaint to their Legal department who called and apologized for their lack of updates and subsequently sent an email assuring that the claim will be finalized soon. Meanwhile, today it's Day 22 no update or feedback. This is utter ******* and incompetence in its highest form, we paying for the service and this process is delaying our daily livelihood. We need feedback by close of business 9/03/2023, expecting your call ASAP
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Replies (4)
Prime South Africa's replyOfficial
09 Mar 2023, 08:05Dear Naniki K,
Thank you for taking the time to raise this matter with us.
We have located your policy and commit to providing preliminary feedback within 2 business days.
Assuring you of our continued best endeavours.
Kind regards,
The PMD Team
The PMD Team
Prime South Africa's reply09 Mar 2023, 08:05
Official
Dear Naniki K,
Thank you for taking the time to raise this matter with us.
We have located your policy and commit to providing preliminary feedback within 2 business days.
Assuring you of our continued best endeavours.
Kind regards,
The PMD Team
The PMD Team
Prime South Africa's replyOfficial
14 Mar 2023, 09:16Dear Naniki K,
Thank you for your post. We regret that the service has not been rendered to your satisfaction.
At PMD we always do all in our power to expedite the claims process. You can be assured that the more time it takes us to investigate your claim, the more it costs both of us.
On occasions where the initial information received is incomplete or ambiguous, it may mean that further clarification might be requested. However, we are pleased to note that you have been well-informed throughout the process and can confirm the claim has been submitted for a decision. An outcome will be communicated to you shortly.
You will be pleased to hear that PMD has a skilled Market Conduct Team that specializes in ensuring that our client's voices are heard and aid in streamlining processes to secure a delightful client experience.
Assuring you of our continued best endeavours on your behalf.
Kind regards,
The PMD Team.
Prime South Africa's reply14 Mar 2023, 09:16
Official
Dear Naniki K,
Thank you for your post. We regret that the service has not been rendered to your satisfaction.
At PMD we always do all in our power to expedite the claims process. You can be assured that the more time it takes us to investigate your claim, the more it costs both of us.
On occasions where the initial information received is incomplete or ambiguous, it may mean that further clarification might be requested. However, we are pleased to note that you have been well-informed throughout the process and can confirm the claim has been submitted for a decision. An outcome will be communicated to you shortly.
You will be pleased to hear that PMD has a skilled Market Conduct Team that specializes in ensuring that our client's voices are heard and aid in streamlining processes to secure a delightful client experience.
Assuring you of our continued best endeavours on your behalf.
Kind regards,
The PMD Team.
's updateReviewer Update
14 Mar 2023, 13:35Good Day,
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advise that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not come sent me standard responses to that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cant stick to SLA and TAT that you set for yourself. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advise that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not come sent me standard responses to that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cant stick to SLA and TAT that you set for yourself. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.
's update14 Mar 2023, 13:35
Reviewer Update
Good Day,
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advise that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not come sent me standard responses to that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cant stick to SLA and TAT that you set for yourself. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advise that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not come sent me standard responses to that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cant stick to SLA and TAT that you set for yourself. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.
's updateReviewer Update
14 Mar 2023, 13:38Good Day,
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advised that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not send me standard responses that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cannot stick to own SLA and TAT. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advised that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not send me standard responses that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cannot stick to own SLA and TAT. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.
's update14 Mar 2023, 13:38
Reviewer Update
Good Day,
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advised that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not send me standard responses that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cannot stick to own SLA and TAT. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.
I think we can both agree that this this is utter *******, who kept us in the loop, kindly provide dates and times where we called for feedback. We need to constantly call your call center for feedback . The claim was submitted for a decision on the 20th its almost a month ago, you still have not bothered to explain why this is taking close to 2 months to be resolved. Initially you advised that your process takes 15 business days, you have failed to keep to your own turn around time and have not bothered to call the client to advise them of the delays. DO not send me standard responses that you send to all your clients to make yourselves look good and professional. There is nothing professional about you guys hence you cannot stick to own SLA and TAT. I want a manager to call me with proper feedback not this template that's a standardized response for all complaints you receive.