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Thato M

1 reviews | Active since Nov 2019

23 Nov 2019, 03:44

Poor customer service

Someone bumped into my car on the 24/10/2019 While my car was stationary, I called the next day they advised me to claim from them instead of the 3rd party, since I have claimed with them I have had absolutely no pleasure dealing with them till today I haven't a concrete feedback whenever I want an update I have to call the they never call me. This week was frustrating because I kept being told that Masego who was handling my claim she is off sick and Bianca will assist me n she is never available to speak to me on the phone, I request for her to call me back she doesn't and I have complaint about their service a couple times but nothing seem to be done about it and I kept telling them that am not insured with Masego I am insured with PMD am sure the can be someone who will be dealing with my claim if she is not there. the lady who was wrong and admitted fault her claim has been approved and she is getting a new car already while I still have to fight with my insurance to just go claim from the 3rd party and payoff my car.

I wasn't wrong however my insurance doesn't seem to care OR see the urgency of this case they keep on telling me they still have time it hasn't been 30 days if only I knew it was going to be like this I wouldn't have switched to them and I would have claimed from them but from 3rd party.

PMD's customer service is horrible, I just hope they can conclude with my claim soon.

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Replies (2)
Prime South Africa
Prime South Africa's reply25 Nov 2019, 09:58
Official
Dear Thato M,

Thank you for your post. 

We are truly sorry to learn of your dissatisfaction. We will be conducting a thorough investigation into your concern to better understand what took place and find a possible solution.

We promise to give you preliminary feedback by no later than two working days.

Assuring you of our continued best endeavours on your behalf.

The PMD Team. 
Prime South Africa
Prime South Africa's reply27 Nov 2019, 11:06
Official
 
Dear Thato M,
 
Thank you for your post. All client feedback empowers us to improve our internal processes and to provide great customer service.
 
Our claims team takes extra care to ensure that all the information provided by clients, third parties and witnesses is accurate so that the decision made on the claim is unbiased. A review of your claim confirmed that consistent progress has been made since the claim was registered with us.   We are pleased to note that your claim had already been finalised and a final review thereof is being conducted after which the outcome thereof will be communicated to you.
 
We are of course, delighted to re-confirm that unlike with many other insurers, with PMD the excess payable when you claim under comprehensive cover reduces to absolute zero - and in a remarkably short period of time.
 
Assuring you of our continued best endeavours on your behalf.
 
Kind regards,
The PMD Team.