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rico.combrink rico.combrink

1 reviews | Active since May 2016

13 May 2022, 15:09

NO CLIENT SERVICE / NO DIRECT ANSWERS / WORST EXPERIENCE EVER!

Worst service from Prime Meridian Direct I was involved in a smash and grab last week Saturday. I could only report it on Monday as they only work week days. I got feedback from them late Monday afternoon to take the vehicle through to Faber Couch Services in Landsdown. 3.45 Monday afternoon I was there & Tuesday morning at 10;30 they've send all the detail through to PMD. I did a follow up on Tuesday afternoon & PMD told me that they haven't received it....knowing that the email were send the previous day.. Wednesday afternoon PMD told me they've received it and it will take 48 hours.... Today, Thursday, Yvonne from PMD said that they haven't received anything. Phoned Faber & got a call back from Yvonne to tell me that they've received it 15min ago.... & also told me again about the 48 hour wait. Why is it that one need to constantly do follow up's? Do other people's jobs? 48 Hours? Tomorrow is Friday.... & as mentioned earlier, PMD don't work over weekends. So it actually takes this insurance company 5 days + to sort out a claim. It is the worst service that I've ever came across. How do companies like this survive? Discussed beyond believe.

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Replies (3)
Prime South Africa
Prime South Africa's reply13 May 2022, 16:16
Official
Dear Jan H,

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 
Prime South Africa
Prime South Africa's reply16 May 2022, 08:25
Official
Dear Jan H, 

Thank you for your post. 

Rest assured that the finalisation of repairs is of paramount importance to us as we understand how trying it can be to be without your vehicle. 

At PMD we ensure that vehicles are repaired with the utmost care and up to the appropriate standard. For this reason and to ensure the swift conclusion of the vehicle’s repairs, we take care to ensure the correctness of the quote we authorise. We are pleased to note that our Claims Team has been in regular contact with you and the repairs have been authorised with your repairer. 

Our Market Conduct Team has further been alerted to your negative experience and will provide you with detailed feedback shortly. 

It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensures that vehicles receive high-quality repairs and service. 

Assuring you of our best endeavours on your behalf. 

Kind regards 

The PMD Team 

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rico.combrink rico.combrink's update16 May 2022, 11:24
Reviewer Update
Thank you
This is what has happened so far... Btw - The panel beaters told me about the pirate window that they need to source...


Good day Mr Combrink,
Please be advised that Authorisation has been sent to Farber Coachworks Express in Montague Garden on 13/05/2022.
They confirmed that they received it and would contact you to book your vehicle in for repairs.
@gretchen kindly confirm once the client has been contacted.
Kind regards,
Claims Services Team


| Claims Services Team
CLAIMS SERVICES


Response


Thank you.

Yes I did get your email... 16;45 on Friday afternoon have just spoken to Gretchen.

She will advise me when they will be fitting the "pirate" window as it is not the real
deal - also something that you might need to add to your policy
so that clients know in advance what they can expect!

As mentioned before - Only emails!
Someone tried again this morning to phone me - I prefer to have everything in writing.

Kind Regards

Rico Combrink
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