VS
Victoria S
1 reviews | Active since Aug 2022
19 Dec 2023, 16:41
Poor Communication After Claim
Im writting this with grief and dissapointment,Pmd car insurance has been the best with communication until now when I had to claim,My car got involved in an accident on the 2nd of December 2023 ,I submitted all the documents as required to this day there havent been any communication instead Im the one that always calls and ask about process of my claim ,the other person told me my claim was submitted but sent back again,then the other person told me that they will tell the person who is incharge of my claim to call me and follow up but nothing no one called,I called again this week they told me that they still waiting for outcome of the claim and I should wait for them to call I am still waiting.I am currently going through my depression state right now my car was written off by them after seeing that the charges to fix the car are alot ,now they are still under investigation,no one updates on how long it will take when,they also don’t know how long it will take.I really feel betrayed by this insurance as I trusted it with my life,I made means to ensure that I pay my premiums on time even on rainy days but clearly the reviews and service are so good for when you join but not when you claim.I will be back to share my outcome.
Helpful (0)
Replies (3)0
Replies (3)
Prime South Africa's replyOfficial
20 Dec 2023, 09:58Dear Victoria
Thank you for taking the time to raise this matter with us.
We have located your policy and commit to providing preliminary feedback within two business days.
Assuring you of our continued best endeavours.
Kind regards,
The PMD Team
Thank you for taking the time to raise this matter with us.
We have located your policy and commit to providing preliminary feedback within two business days.
Assuring you of our continued best endeavours.
Kind regards,
The PMD Team
Prime South Africa's reply20 Dec 2023, 09:58
Official
Dear Victoria
Thank you for taking the time to raise this matter with us.
We have located your policy and commit to providing preliminary feedback within two business days.
Assuring you of our continued best endeavours.
Kind regards,
The PMD Team
Thank you for taking the time to raise this matter with us.
We have located your policy and commit to providing preliminary feedback within two business days.
Assuring you of our continued best endeavours.
Kind regards,
The PMD Team
Prime South Africa's replyOfficial
22 Dec 2023, 13:37 Hello Victoria S Thank you for your post. We apologise for any distress caused by the handling of your claim and want to express our empathy for the situation you are facing. Your peace of mind is of utmost importance to us. It comes as a surprise to hear that you feel out of the loop regarding updates on your claim, as our records indicate that we have maintained communication with you throughout the process. We acknowledge that the duration of the claim validation has extended beyond the typical timeframe, which is largely due to the necessity of verifying information from multiple parties involved. Please rest assured that we are committed to keeping you informed and working diligently to resolve your claim as swiftly and efficiently as possible. PMD’s aim is to deliver exceptional customer service, and we are dedicated to concluding your claim and we are here to support you throughout this process. Our Market Conduct Team will be in contact with you to provide you with detailed correspondence. It will no doubt reassure you to know that PMD offers a 24-month fixed premium guarantee on all claim free policies! Assuring you of our continued best endeavours on your behalf. Kind regards, The PMD Team
Prime South Africa's reply22 Dec 2023, 13:37
Official
Hello Victoria S Thank you for your post. We apologise for any distress caused by the handling of your claim and want to express our empathy for the situation you are facing. Your peace of mind is of utmost importance to us. It comes as a surprise to hear that you feel out of the loop regarding updates on your claim, as our records indicate that we have maintained communication with you throughout the process. We acknowledge that the duration of the claim validation has extended beyond the typical timeframe, which is largely due to the necessity of verifying information from multiple parties involved. Please rest assured that we are committed to keeping you informed and working diligently to resolve your claim as swiftly and efficiently as possible. PMD’s aim is to deliver exceptional customer service, and we are dedicated to concluding your claim and we are here to support you throughout this process. Our Market Conduct Team will be in contact with you to provide you with detailed correspondence. It will no doubt reassure you to know that PMD offers a 24-month fixed premium guarantee on all claim free policies! Assuring you of our continued best endeavours on your behalf. Kind regards, The PMD Team
VS
Victoria S's updateReviewer Update
22 Dec 2023, 16:13basically you saying Im a ****? so the communication your referring to is me continously calling you to check on the process of my claim ?Or which one are you referring to? and it is now a surprise that Im saying your not communicating?Or maybe I should call to ask how often do you update one about their claim.The last time I received a call from prime meridian was when you were telling me that my car is being moved and I might be responsible for the charges of the tow,it was not a call updating me about my claim…after that I am the one that asked the person who called about the process of my claim the person said my claim was under investigation and the person who is responsible will call me of which this is the answer I have been receiving when ever I call…I have never personally received a call telling me the time turn around of the claim and that your still verifying information with 3rd parties Im only hearing that now no one ever told me that!So trying to be surprised in public towards your customer is really not fair I have records of your calls in my phone as well and since you have records of calls you can further more retrieve the communication done on this number *** because that was me calling to ask about process of claim because no one ever calls about updates of claim…the only time I get to communicate about process of claim is when I call and even there I never get answers maybe the Ombudsman can be a solution since it seems like Im being a dramatic customer.Even after this review I received a message telling me my matter will be resolved in 48 hrs and you will call me shortly …this is almost the end of 48hours still no call besides this reply on Hello peter calling me a ****.
VS
Victoria S's update22 Dec 2023, 16:13
Reviewer Update
basically you saying Im a ****? so the communication your referring to is me continously calling you to check on the process of my claim ?Or which one are you referring to? and it is now a surprise that Im saying your not communicating?Or maybe I should call to ask how often do you update one about their claim.The last time I received a call from prime meridian was when you were telling me that my car is being moved and I might be responsible for the charges of the tow,it was not a call updating me about my claim…after that I am the one that asked the person who called about the process of my claim the person said my claim was under investigation and the person who is responsible will call me of which this is the answer I have been receiving when ever I call…I have never personally received a call telling me the time turn around of the claim and that your still verifying information with 3rd parties Im only hearing that now no one ever told me that!So trying to be surprised in public towards your customer is really not fair I have records of your calls in my phone as well and since you have records of calls you can further more retrieve the communication done on this number *** because that was me calling to ask about process of claim because no one ever calls about updates of claim…the only time I get to communicate about process of claim is when I call and even there I never get answers maybe the Ombudsman can be a solution since it seems like Im being a dramatic customer.Even after this review I received a message telling me my matter will be resolved in 48 hrs and you will call me shortly …this is almost the end of 48hours still no call besides this reply on Hello peter calling me a ****.