NG
Ntsikelelo G
1 reviews | Active since Feb 2026
13 Feb 2026, 07:18
Poor and Unsatisfactory service
A very bad experience with contradiction to the policy of the insurance. I have been a loyal member of PMDS for years, my claim was first approved and paid my access fee, but a week later it was declined, a surprise from the insurer only to be blamed for the cause of the accident yet it is clear not my fault. Different people explaining contradictory explanations of the policy. I’ve emailed their complaint department but yet they couldn’t respond to my query. I would never refer anyone to use PMDS because they good to deduct but poor in with approving claims. I will take them to Ombudsman
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Replies (4)0
Replies (4)
Prime South Africa's replyOfficial
15 Feb 2026, 01:00Hello Nonsikelelo, thank you for reaching out. We’re truly sorry to hear about your experience and want to assure you that we’re already looking into it.
You’ll receive a full response within 2 working days. Please click “see more” to view our full update once posted.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply15 Feb 2026, 01:00
Official
Hello Nonsikelelo, thank you for reaching out. We’re truly sorry to hear about your experience and want to assure you that we’re already looking into it.
You’ll receive a full response within 2 working days. Please click “see more” to view our full update once posted.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's replyOfficial
18 Feb 2026, 15:55Hello Ntsikelelo G,
Thank you for taking the time to share your feedback with us. It’s troubling to hear about your experience you’ve described as we pride ourselves on fair claim outcomes.
Our records show that the accident damage on your claim was approved and remains approved.
In line with industry standards, further damage caused by the continued use of a car after an accident is generally not covered. Our assessors confirmed that the car was driven further until the engine seized, which falls outside of your cover. However, as you’re unhappy with this outcome and the explanations provided to date, a senior review is currently underway to ensure everything has been assessed fairly.
As you may know, Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure a delightful client experience.
Committed to resolving your concern with care.
Kind Regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply18 Feb 2026, 15:55
Official
Hello Ntsikelelo G,
Thank you for taking the time to share your feedback with us. It’s troubling to hear about your experience you’ve described as we pride ourselves on fair claim outcomes.
Our records show that the accident damage on your claim was approved and remains approved.
In line with industry standards, further damage caused by the continued use of a car after an accident is generally not covered. Our assessors confirmed that the car was driven further until the engine seized, which falls outside of your cover. However, as you’re unhappy with this outcome and the explanations provided to date, a senior review is currently underway to ensure everything has been assessed fairly.
As you may know, Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure a delightful client experience.
Committed to resolving your concern with care.
Kind Regards,
The Prime SA Team
The Prime SA Team
NG
Ntsikelelo G's updateReviewer Update
18 Feb 2026, 16:21Dear prime SA team
Firstly my claim is in a rejected status according to my knowledge currently because you clearly state that you not covering the damages
Secondly your policy clearly states that you can stop after the accident when it is safe to do so as I have stated to you I moved from the accident spot at about 2-5 minutes away and stopped as it was safe to do so and you claim that I was supposed to stop in half a minute and I asked your company does half a minute determines a safety of the area?
Thirdly according to Santam response you submitted wrong images of the vehicle that I have sent and you never requested an accident report from the workshop where the car was with and according to your reasons of rejection you included radiator which is not affected at all comparing to the workshops accessment.
Firstly my claim is in a rejected status according to my knowledge currently because you clearly state that you not covering the damages
Secondly your policy clearly states that you can stop after the accident when it is safe to do so as I have stated to you I moved from the accident spot at about 2-5 minutes away and stopped as it was safe to do so and you claim that I was supposed to stop in half a minute and I asked your company does half a minute determines a safety of the area?
Thirdly according to Santam response you submitted wrong images of the vehicle that I have sent and you never requested an accident report from the workshop where the car was with and according to your reasons of rejection you included radiator which is not affected at all comparing to the workshops accessment.
NG
Ntsikelelo G's update18 Feb 2026, 16:21
Reviewer Update
Dear prime SA team
Firstly my claim is in a rejected status according to my knowledge currently because you clearly state that you not covering the damages
Secondly your policy clearly states that you can stop after the accident when it is safe to do so as I have stated to you I moved from the accident spot at about 2-5 minutes away and stopped as it was safe to do so and you claim that I was supposed to stop in half a minute and I asked your company does half a minute determines a safety of the area?
Thirdly according to Santam response you submitted wrong images of the vehicle that I have sent and you never requested an accident report from the workshop where the car was with and according to your reasons of rejection you included radiator which is not affected at all comparing to the workshops accessment.
Firstly my claim is in a rejected status according to my knowledge currently because you clearly state that you not covering the damages
Secondly your policy clearly states that you can stop after the accident when it is safe to do so as I have stated to you I moved from the accident spot at about 2-5 minutes away and stopped as it was safe to do so and you claim that I was supposed to stop in half a minute and I asked your company does half a minute determines a safety of the area?
Thirdly according to Santam response you submitted wrong images of the vehicle that I have sent and you never requested an accident report from the workshop where the car was with and according to your reasons of rejection you included radiator which is not affected at all comparing to the workshops accessment.
NG
Ntsikelelo G's updateReviewer Update
27 Feb 2026, 23:49Prime direct insurance is the worst insurance company ever, they say the claim is approved and still in approved status but on the other side they say they will not cover the damages.
NG
Ntsikelelo G's update27 Feb 2026, 23:49
Reviewer Update
Prime direct insurance is the worst insurance company ever, they say the claim is approved and still in approved status but on the other side they say they will not cover the damages.