SM
Sizwe M
1 reviews | Active since Nov 2022
03 Feb 2026, 20:53
Lack of Transparency in Claim Rejection Process
My claim was rejected on the grounds of alleged overspending, as stated by their appointed "expert." This decision was made despite my provision of comprehensive trip report data from CarTrack, which detailed my travel speed at the time of the incident.
I have subsequently filed a dispute, requesting that they furnish the data supporting their assertion regarding my speed. They have indicated that they must first consult with their "expert" and obtain permission before releasing the report. Furthermore, they stated that certain information deemed confidential would need to be redacted from the report prior to its release.
Given their stated intention to modify the report before its submission, how can I be assured of its authenticity? Additionally, what is the basis for their disputing the data provided by CarTrack?
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Replies (3)
Prime South Africa's replyOfficial
04 Feb 2026, 07:24Hello Sizwe , we appreciate you bringing this to our attention.
Your feedback is important to us, and we’re currently investigating the matter. A detailed response will follow shortly – please check back or click “see more” to view it.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply04 Feb 2026, 07:24
Official
Hello Sizwe , we appreciate you bringing this to our attention.
Your feedback is important to us, and we’re currently investigating the matter. A detailed response will follow shortly – please check back or click “see more” to view it.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's replyOfficial
05 Feb 2026, 13:45Hello Sizwe M,
Thank you for reaching out and sharing your concerns with us. We truly appreciate you taking the time to let us know about your experience.
We understand how frustrating this situation must be for you, and we want to assure you that we take your concerns seriously. At Prime South Africa, we are committed to handling all claims fairly and transparently. Our goal is to provide excellent service and fair outcomes for all our clients.
With regard to your claim, the assessment was conducted by an independent expert who carried out a thorough evaluation of the incident, who had considered the tracking report provided. All evidence received during the claim validation stage are independently verified, to ensure that the correct outcome is made for all our clients, in line with the terms of their policy.
Our market conduct team is also reviewing your matter and will provide you with detailed feedback, which will include the expert's findings.
At Prime South Africa, we pride ourselves on offering value-for-money insurance products alongside compassionate and professional service to give our clients peace of mind.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Thank you for reaching out and sharing your concerns with us. We truly appreciate you taking the time to let us know about your experience.
We understand how frustrating this situation must be for you, and we want to assure you that we take your concerns seriously. At Prime South Africa, we are committed to handling all claims fairly and transparently. Our goal is to provide excellent service and fair outcomes for all our clients.
With regard to your claim, the assessment was conducted by an independent expert who carried out a thorough evaluation of the incident, who had considered the tracking report provided. All evidence received during the claim validation stage are independently verified, to ensure that the correct outcome is made for all our clients, in line with the terms of their policy.
Our market conduct team is also reviewing your matter and will provide you with detailed feedback, which will include the expert's findings.
At Prime South Africa, we pride ourselves on offering value-for-money insurance products alongside compassionate and professional service to give our clients peace of mind.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Prime South Africa's reply05 Feb 2026, 13:45
Official
Hello Sizwe M,
Thank you for reaching out and sharing your concerns with us. We truly appreciate you taking the time to let us know about your experience.
We understand how frustrating this situation must be for you, and we want to assure you that we take your concerns seriously. At Prime South Africa, we are committed to handling all claims fairly and transparently. Our goal is to provide excellent service and fair outcomes for all our clients.
With regard to your claim, the assessment was conducted by an independent expert who carried out a thorough evaluation of the incident, who had considered the tracking report provided. All evidence received during the claim validation stage are independently verified, to ensure that the correct outcome is made for all our clients, in line with the terms of their policy.
Our market conduct team is also reviewing your matter and will provide you with detailed feedback, which will include the expert's findings.
At Prime South Africa, we pride ourselves on offering value-for-money insurance products alongside compassionate and professional service to give our clients peace of mind.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Thank you for reaching out and sharing your concerns with us. We truly appreciate you taking the time to let us know about your experience.
We understand how frustrating this situation must be for you, and we want to assure you that we take your concerns seriously. At Prime South Africa, we are committed to handling all claims fairly and transparently. Our goal is to provide excellent service and fair outcomes for all our clients.
With regard to your claim, the assessment was conducted by an independent expert who carried out a thorough evaluation of the incident, who had considered the tracking report provided. All evidence received during the claim validation stage are independently verified, to ensure that the correct outcome is made for all our clients, in line with the terms of their policy.
Our market conduct team is also reviewing your matter and will provide you with detailed feedback, which will include the expert's findings.
At Prime South Africa, we pride ourselves on offering value-for-money insurance products alongside compassionate and professional service to give our clients peace of mind.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
SM
Sizwe M's updateReviewer Update
05 Feb 2026, 14:15Good day,
Thank you for your feedback, however I need clarification for on the below as I wait the outcome of my dispute;
Thank you for your feedback, however I need clarification for on the below as I wait the outcome of my dispute;
In December 2024, I was involved in a minor accident in which my vehicle went off the road, resulting in damage to the front and rear tyres and minor cosmetic damage to the vehicle. I reported the incident to my insurer (PMD), and the vehicle was towed to your appointed storage facility. I thereafter submitted a claim, which was approved.
As part of the claims process, I was requested to submit a detailed trip report from CarTrack, which I provided. It is important to note that no independent expert was appointed to investigate the accident, which I understand may be due to the nature of the incident.
However, I have since been informed that the CarTrack report is now considered inaccurate. Despite this, it appears that the same CarTrack data was used to determine the outcome of my claim.
This raises serious concern regarding the objectivity of the decision-making process. If data that is now deemed unreliable was used to assess my claim, it suggests that the decision may have been based on potentially flawed or biased information.
I therefore kindly request clarification on the following:
- Was CarTrack data used to determine the outcome of my claim in December 2024?
- If so, how was this data re**** upon in the absence of an independent expert investigation?
- Given that the CarTrack report is now considered inaccurate, how can the claim decision remain valid?
SM
Sizwe M's update05 Feb 2026, 14:15
Reviewer Update
Good day,
Thank you for your feedback, however I need clarification for on the below as I wait the outcome of my dispute;
Thank you for your feedback, however I need clarification for on the below as I wait the outcome of my dispute;
In December 2024, I was involved in a minor accident in which my vehicle went off the road, resulting in damage to the front and rear tyres and minor cosmetic damage to the vehicle. I reported the incident to my insurer (PMD), and the vehicle was towed to your appointed storage facility. I thereafter submitted a claim, which was approved.
As part of the claims process, I was requested to submit a detailed trip report from CarTrack, which I provided. It is important to note that no independent expert was appointed to investigate the accident, which I understand may be due to the nature of the incident.
However, I have since been informed that the CarTrack report is now considered inaccurate. Despite this, it appears that the same CarTrack data was used to determine the outcome of my claim.
This raises serious concern regarding the objectivity of the decision-making process. If data that is now deemed unreliable was used to assess my claim, it suggests that the decision may have been based on potentially flawed or biased information.
I therefore kindly request clarification on the following:
- Was CarTrack data used to determine the outcome of my claim in December 2024?
- If so, how was this data re**** upon in the absence of an independent expert investigation?
- Given that the CarTrack report is now considered inaccurate, how can the claim decision remain valid?