LM
Lubabal M
1 reviews | Active since Jun 2019
23 Oct 2019, 14:48
Poor Car Accident claim service.
The service that am received from PMD is very poor. I was involved in a car accident on the 14th of September then I sent all my claim documents on the 17th September. Claim Assesor was sent to come and assess the car on the 19th of September. On the 27 September you requested my location, which I sent via whatsApp on the 28 of September. After that I was told that you're trying to get hold of the 3rd party, on the 3rd of October I was updated that the 3rd party requested to speak someone who can speak Xhosa/Zulu, the interview date was set for Monday 14 October with the translation. That dalayed the process for about 10 days. 18 October I was told that you couldn't get hold of the 3rd party. Then feedback of the next step will be provided Monday 21 October 2019. I've been told that Diagnosis needs to be performed in the car, it can only be done next week, I've asked for the exact day or date for next week, I was told that I will get the date later this week. Why didn't you request for the diagnosis to be done while you were struggling to get hold of the 3rd party? When did you know that the car will need to be diagnosed? If you were a caring insurance you would've sorted this claim within the 30 days turn around time.
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Replies (3)
Prime South Africa's replyOfficial
23 Oct 2019, 15:11Dear Lubabal M,
Thank you so much for taking the time to bring your concern to our attention. We sincerely apologise for any inconvenience caused.
Your complaint is important to us and has been referred to our Market Conduct Department who will provide you with feedback in the next two business days.
Assuring you of our continued best endeavours on your behalf.
Kind regards,
The PMD Team
Prime South Africa's reply23 Oct 2019, 15:11
Official
Dear Lubabal M,
Thank you so much for taking the time to bring your concern to our attention. We sincerely apologise for any inconvenience caused.
Your complaint is important to us and has been referred to our Market Conduct Department who will provide you with feedback in the next two business days.
Assuring you of our continued best endeavours on your behalf.
Kind regards,
The PMD Team
Prime South Africa's replyOfficial
30 Oct 2019, 13:01Dear Lubabal M
Thank you for taking the time to alert us to your unease regarding the duration of your claim.
Client feedback is of utmost importance to us as it helps us in our aim to provide world class service to all our clients.
PMD prides itself on promptly paying all valid claims, and to do that, we take care to verify all the information supp**** by our clients and witnesses to enable us to reach an accurate outcome. We assure you that your claim is the final stage of validation and we undertake to continually provide you with regular feedback until your claim is finalised.
It is most comforting to know that with PMD’s Comprehensive policy, clients enjoy an excess that reduces to zero.
Assuring you of our continued best endeavours on your behalf.
Kind regards,
The PMD Team
Prime South Africa's reply30 Oct 2019, 13:01
Official
Dear Lubabal M
Thank you for taking the time to alert us to your unease regarding the duration of your claim.
Client feedback is of utmost importance to us as it helps us in our aim to provide world class service to all our clients.
PMD prides itself on promptly paying all valid claims, and to do that, we take care to verify all the information supp**** by our clients and witnesses to enable us to reach an accurate outcome. We assure you that your claim is the final stage of validation and we undertake to continually provide you with regular feedback until your claim is finalised.
It is most comforting to know that with PMD’s Comprehensive policy, clients enjoy an excess that reduces to zero.
Assuring you of our continued best endeavours on your behalf.
Kind regards,
The PMD Team
LM
Lubabal M's updateReviewer Update
06 Nov 2019, 11:43Poor service PMD doesn't care about their clients. This is my second complaint in 2 weeks. I've been told that Leri the Claim Technician that was assisting me, has been transferred to a new department. The new Claim Technician contacted me and she's delaying the claim even more. How can two employees of PMD say two different thing but they are representing the same organization? Don't you provide the same training for your Claim Technicians? Don't you have a standard process of how to assist with claims? Besides the SMS`s that you send every two days? I was told that after the diagnostics is done the claim will go for decision making. Now I'm told that they want to contact the third party again which they struggled to contact from 7th to 18th October. Why is that my fault?
Is this what you call final stage? Diagnostic was done last week. Find the below SMS from Leri regarding the third party.
"PMD Claim No. CL***:Good day Mr Mtwa. I have phoned to indicate that we could not reach the third party. I am in the process of discussing this with my supervisor and will provide feedback on Monday. Kind regards, Leri, PMD"
The feedback that I got from Leri that Monday was that she will proceed with the claim without the party. why is this new Claim Technician repeating the same thing that Leri did and it delayed the process two weeks. Where is Customer Service satisfaction in that?
Is this what you call final stage? Diagnostic was done last week. Find the below SMS from Leri regarding the third party.
"PMD Claim No. CL***:Good day Mr Mtwa. I have phoned to indicate that we could not reach the third party. I am in the process of discussing this with my supervisor and will provide feedback on Monday. Kind regards, Leri, PMD"
The feedback that I got from Leri that Monday was that she will proceed with the claim without the party. why is this new Claim Technician repeating the same thing that Leri did and it delayed the process two weeks. Where is Customer Service satisfaction in that?
LM
Lubabal M's update06 Nov 2019, 11:43
Reviewer Update
Poor service PMD doesn't care about their clients. This is my second complaint in 2 weeks. I've been told that Leri the Claim Technician that was assisting me, has been transferred to a new department. The new Claim Technician contacted me and she's delaying the claim even more. How can two employees of PMD say two different thing but they are representing the same organization? Don't you provide the same training for your Claim Technicians? Don't you have a standard process of how to assist with claims? Besides the SMS`s that you send every two days? I was told that after the diagnostics is done the claim will go for decision making. Now I'm told that they want to contact the third party again which they struggled to contact from 7th to 18th October. Why is that my fault?
Is this what you call final stage? Diagnostic was done last week. Find the below SMS from Leri regarding the third party.
"PMD Claim No. CL***:Good day Mr Mtwa. I have phoned to indicate that we could not reach the third party. I am in the process of discussing this with my supervisor and will provide feedback on Monday. Kind regards, Leri, PMD"
The feedback that I got from Leri that Monday was that she will proceed with the claim without the party. why is this new Claim Technician repeating the same thing that Leri did and it delayed the process two weeks. Where is Customer Service satisfaction in that?
Is this what you call final stage? Diagnostic was done last week. Find the below SMS from Leri regarding the third party.
"PMD Claim No. CL***:Good day Mr Mtwa. I have phoned to indicate that we could not reach the third party. I am in the process of discussing this with my supervisor and will provide feedback on Monday. Kind regards, Leri, PMD"
The feedback that I got from Leri that Monday was that she will proceed with the claim without the party. why is this new Claim Technician repeating the same thing that Leri did and it delayed the process two weeks. Where is Customer Service satisfaction in that?