PMD is the Worst insurance

PMD is the Worst insurance ever when it's time for them to get your car repaired. My car is still under warranty right and according to their policy conditions as long as your car it still under warranty they will ensure that they repair your vehicle to the same condition your car was prior the accident (according to the car' manufacturer's specifications) And one other condition in their policy is that they will cover the vehicle's engine's if that damage arises from the same accident in which other parts of the vehicle are damaged at the same time... And this is exactly relating to what happened to my car. Here it goes...

The sump of my car got hit by a rock and as a result my car(engine) immediately stopped i couldn't do anything and then i called the insurance and they towed the car to the panelbeaters nearby. This happened on the 12 of January 2025. I lodged a claim immediately and remember at this time the damage was that of a Sump. The Sump of my car is roughly 2.5k (of which I found out later on) and the insurance people informed me that my excess fee is 14.5k. Do the math!

After lodging the claim they immediately approved my claim which meant that I had to pay that 14.5k fee before they can repair that 2.5k Sump. Now, when I got to the panelbeaters to make payments of this excess fee I was told that apparently beside the damage to the Sump there is additional damages which is damages relating to the engine. And I was told that before I can even pay the excess fee I have to first inform the insurance of this additional damages and wait for their approval on this additional damages.... God! Did I not wait for a whole month for a simple update on the additional damages approval or anything update. From the 16 January with no update unless I by my self call them first.

Whenever I call I was always informed that I should wait for 48hours or 72 hours sometimes depending on the consultant on that day. After this 72 hours same story again and again

On the 17 of February 2025 I insisted for reasons for delay and still I was told that the person that is dealing with my matter is not available/ will not directly speak to him and that I should wait for 48 hours. You can imagine the frustrations! Then I raised my concerns and frustrations but nothing was done. The following day the 18th Feb I was then called and informed that my car might be written off and that I will hear from them within 48hours again. Simple like that.

On the 20th I waited n waited and no call came from them So as usual I called for an update. Only to be told a different story not the writing off Car thing as I was informed on the 18 Feb but something like "they're waiting to hear from the panelbeaters if they have started with the repairing". Shocked as I was the following day(21 February) I decided to go to the panelbeaters and hear from them as to what is happening.

At the panelbeaters I was shown the emails with and from the insurance, stating that "Prime SA will not be covering any engine damages to the vehicle". The additonal damages caused more than 200k apparently hence they have been delaying in giving me a feedback. And the email was received on the 17 of February 2025 by the panelbeaters.

Confused as hell as i was I decided to call the insurance and they had some nerve to inform me that "they are still waiting for an update from the panelbeaters and that they're the ones causing the delay!!." I immediately in that moment informed them of what I know from the very same panelbeaters then the consultant informed me is better I speak to a person who is dealing with the matter/ my file directly. Now this person apparently is the very same person I was informed he is never available since when I needed an update/ to speak to.

I waited on hold and after a while another consultant informs me that it seems the additional damages it's Consequential damages and as such they will not cover/ repair the damages and As such I will have to repair it by my self.. I insisted on informing them that there's no such consequential damage but that the damage eminates from the damage to the Sump at the first place. In his conclusion he just said "there's nothing they can do they will not be covering any engine damages". Simple as that.

When I enquired what is it that they will be doing exactly I was then informed that they will only repair the Sump, of which when I enquired from the panelbeaters it's useless because if the additional damages to the engine are not fixed the car will still not be repaired/ not move. Meaning I'm forced to take the car and see how to get it fixed by my self and I don't have such money.

Basically this insurance after realizing they will pay more money (200k plus...) instead of that 2.5k which is basically very less taking into account my excess fee of 14.5k, they then decided to come up with stories of Consequential Damage phrases and so on... simply because they don't want to pay.

People I have been paying 1.7k premium every month for all this years, and for what?? I don't know but what I know is that I don't and didn't deserve this service. Taking advantage of me and this situation like that it is absolutely cruel.

From claim number: CL***