PMD IS THE WORST INSURANCE COMPANY I HAVE EVER DEALT WITH

Dear Lerato, Manager at the claims Department. Will you please release my vehicle to the closet place of my residence. I am struggling without my car, and I don't understand why you have pending tickets and not responding. I do not have 24 hours turnaround time. I need my car. Prime is the worst insurance company I have ever dealt with.

Good day,

I am writing to clarify the circumstances surrounding my vehicle incident, as I am concerned that there appears to be a misconception regarding my actions and the reason why my vehicle was towed.

I would like the record to accurately reflect what transpired during my call to the insurance emergency assistance line.

I contacted the insurance company because my vehicle is a Hybrid Electric Vehicle (HEV) and does not have a spare wheel. I required assistance because I had a DAMAGED tyre and needed the vehicle to be taken to the nearest appropriate tyre/repair centre, or alternatively to a location closer to my residence where I could arrange for the tyre to be replaced.

During the call, I was asked what had caused the damage. I explained that I believed the incident was caused by a pothole. I was then advised by the emergency assistance representative that, because the incident involved a pothole, it would be treated and reported as an accident. I questioned this, and I was advised that there could potentially be additional damage to the vehicle that may not be immediately visible and that the vehicle therefore needed to be assessed before being released.

Based on that advice, I did not argue with the representative or insist that the vehicle not be towed. I understood that this was the procedure being followed by the insurer to ensure that any possible damage arising from the incident was identified.

When you contacted me on Monday, I specifically explained that I was not even certain what I was claiming for, as the vehicle had been taken based on the advice and guidance provided by the emergency assistance service. I requested that you please discuss the matter with your management, establish whether an assessment was in fact required before the vehicle could be released, and revert to me.

I also explained that my preference was for the vehicle to be brought closer to my residence, after which I would identify the appropriate tyre repair/replacement centre to which the vehicle could be delivered.

I therefore wish to correct the impression conveyed to my husband that I simply "allowed my car to be towed." This does not accurately reflect the circumstances. The vehicle was towed following the guidance and advice provided to me by the insurer's emergency assistance service. I re**** on that advice because I was specifically informed that there could be other damage resulting from the pothole incident and that the vehicle needed to be assessed before it could be released.

I was also asked BY YOU ON MONDAY whether there were any other warning lights on the vehicle. I clearly advised that there were no other warning lights, other than the warning indicating that the tyre was flat.

I am therefore requesting that the call recording be reviewed so that the facts can be established accurately and there is no misunderstanding regarding what I requested, what I was advised, and why the vehicle was subsequently towed to the insurance place of choice.

I would appreciate it if the matter could also be reviewed against your applicable processes. If the assessment has established that there is no additional damage to the vehicle and that the only issue is the damaged/flat tyre requiring replacement, I request that the vehicle be released without unnecessary delay and transported to a suitable tyre repair/replacement centre closer to my residence, as previously discussed.

My concern is not with the fact that the vehicle was assessed if this was required under the insurer's process. My concern is that the circumstances should be accurately recorded and that I should not be portrayed as having independently requested or agreed to have my vehicle taken to storage when I was acting on the instructions and guidance provided by the emergency assistance service.

I trust that the call recording and relevant records will be reviewed and that the matter will be resolved accordingly. I will require that you inspect the vehicle and confirm before it is released as per the procedure I was informed by the person who advised of this.

Kind regards, Good day, I would like to place on record an important concern arising from the conversation I had this morning, 9 September 2026, regarding the towing of my vehicle. During the conversation, I was advised that I should have refused to allow my vehicle to be towed, on the basis that the vehicle is my property and that I should have made alternative arrangements myself. (the exact words use “ I was supposed to figure something out”) I do not understand how I could reasonably have been expected to do this. At the time of the incident, I contacted the insurance/assistance service for guidance because my vehicle is an HEV and does not have a spare wheel. I was in the middle of nowhere and required assistance. I was informed of the process to be followed and re**** on the information provided to me by the representative handling my call. I therefore ask the following: Why would I have refused the towing of my vehicle when I was being advised that the arrangements being made were part of the procedure? I could not independently determine whether the towing arrangements being made were appropriate or whether I was supposed to refuse them. I was relying on the advice and instructions of the service provider precisely because I required assistance. Being told afterwards that I should have refused the tow because the vehicle is my property effectively places the responsibility on me to know and challenge a procedure that I was being advised to follow at the time. I would also like to understand what I was reasonably expected to do in that situation. I was stranded in an isolated location with a damaged vehicle and had contacted the service specifically for assistance. Was I expected to simply refuse the assistance offered and "figure something out" myself? If there were specific limitations regarding where the vehicle could be towed, or if I was required to make a particular request before the vehicle was moved, this should have been clearly communicated to me at the time of the incident. I acted in good faith and followed the guidance provided to me by the representative. I should therefore not now be held responsible for consequences arising from instructions or information that were not properly communicated to me at the time. I request that you release my car and maybe this is the time to take your advice and “figure something out” about a different insurance company Kind regards, Bongi