LL
Livhuwani L
1 reviews | Active since Apr 2025
04 Sept 2026, 16:48
Poor Customer Service and Support
I have been with Prime for the past two years, and honestly, after my recent accident, I cannot believe the level of service and treatment I have received.
I understand that accidents and claims can take time, but the way my claim has been handled has been extremely disappointing. It took a whole week just to assess my claim, despite the fact that I did most of the work myself by obtaining the trip log, accident report, and all the necessary documentation. All that was required was for the claim to be moderated and assessed, yet this took far too long.
Today marks three weeks without my car, and I was only informed today that some parts have been delivered while others are apparently not in stock at Suzuki Rosebank. I was not given a clear answer as to whether the parts could be sourced from another Suzuki dealership. Instead, I was told they would only follow up with Suzuki Rosebank on Monday because they do not answer calls after 4pm on Fridays.
I am honestly very disappointed because I really loved Prime and had a lot of confidence in the company. Unfortunately, the service I have received has completely changed my perception. It feels as though the customers and the impact of being without a vehicle are not being taken seriously, and the agreed SLAs are not being adhered to.
At this point, I am extremely dissatisfied and honestly exhausted by the entire process. I am now seriously considering changing my cover because I cannot continue receiving this level of service.
I genuinely have no understanding of how customers and claims are being handled, because this experience has been incredibly frustrating and disappointing
Helpful (0)
Replies (4)0
Replies (4)LL
Livhuwani L's updateReviewer Update
04 Sept 2026, 17:00Then they send me a back order letter dated the 2nd of September 2026 and they sending it on the 4th September at 16:45 pm
Very disappointed I really need the Manager or someone higher to intervene
Two years of service with zero claims and fully paid and one time you have to show up for me you guys are not showing up I am disappointed to end on that after I paid the access fee ,and I got involved in an accident they change my access fee to 10k you will change that or show me how you calculated that
Miway can do a better job I have you guys a chance you failed me dismally
Very disappointed I really need the Manager or someone higher to intervene
Two years of service with zero claims and fully paid and one time you have to show up for me you guys are not showing up I am disappointed to end on that after I paid the access fee ,and I got involved in an accident they change my access fee to 10k you will change that or show me how you calculated that
Miway can do a better job I have you guys a chance you failed me dismally
LL
Livhuwani L's update04 Sept 2026, 17:00
Reviewer Update
Then they send me a back order letter dated the 2nd of September 2026 and they sending it on the 4th September at 16:45 pm
Very disappointed I really need the Manager or someone higher to intervene
Two years of service with zero claims and fully paid and one time you have to show up for me you guys are not showing up I am disappointed to end on that after I paid the access fee ,and I got involved in an accident they change my access fee to 10k you will change that or show me how you calculated that
Miway can do a better job I have you guys a chance you failed me dismally
Very disappointed I really need the Manager or someone higher to intervene
Two years of service with zero claims and fully paid and one time you have to show up for me you guys are not showing up I am disappointed to end on that after I paid the access fee ,and I got involved in an accident they change my access fee to 10k you will change that or show me how you calculated that
Miway can do a better job I have you guys a chance you failed me dismally
Prime South Africa's replyOfficial
04 Sept 2026, 17:09Hello Livhuwani, 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
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
Prime South Africa's reply04 Sept 2026, 17:09
Official
Hello Livhuwani, 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
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
Prime South Africa's replyOfficial
08 Sept 2026, 08:55Hello Livhuwani L,
Thank you for taking the time to share your experience with us. We value all input as it helps us improve and better serve our clients.
Thank you for taking the time to share your experience with us. We value all input as it helps us improve and better serve our clients.
At Prime, we aim to keep the claims and repair process as clear and proactive as possible, especially when a client is left without their car. This includes timely assessments, regular updates and clear explanations where supplier or parts constraints affect repair timeframes.
Rest assured that we always do all in our power to avoid delays during the repair process, but it is true that the repair process may be affected by several factors which are outside the control of the repairer, ourselves, and you as the client. We do, however, pride ourselves in ensuring that vehicles are returned to clients in a good repaired condition.
After a review of our records, we can confirm that your claim was approved within our standard timeframes and repairs were authorised with the appointed repairer. We have further ensured that you will receive a call from a manager today, to help answer any remaining questions you may have.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensures that cars receive high-quality repairs and service.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
After a review of our records, we can confirm that your claim was approved within our standard timeframes and repairs were authorised with the appointed repairer. We have further ensured that you will receive a call from a manager today, to help answer any remaining questions you may have.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensures that cars receive high-quality repairs and service.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Prime South Africa's reply08 Sept 2026, 08:55
Official
Hello Livhuwani L,
Thank you for taking the time to share your experience with us. We value all input as it helps us improve and better serve our clients.
Thank you for taking the time to share your experience with us. We value all input as it helps us improve and better serve our clients.
At Prime, we aim to keep the claims and repair process as clear and proactive as possible, especially when a client is left without their car. This includes timely assessments, regular updates and clear explanations where supplier or parts constraints affect repair timeframes.
Rest assured that we always do all in our power to avoid delays during the repair process, but it is true that the repair process may be affected by several factors which are outside the control of the repairer, ourselves, and you as the client. We do, however, pride ourselves in ensuring that vehicles are returned to clients in a good repaired condition.
After a review of our records, we can confirm that your claim was approved within our standard timeframes and repairs were authorised with the appointed repairer. We have further ensured that you will receive a call from a manager today, to help answer any remaining questions you may have.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensures that cars receive high-quality repairs and service.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
After a review of our records, we can confirm that your claim was approved within our standard timeframes and repairs were authorised with the appointed repairer. We have further ensured that you will receive a call from a manager today, to help answer any remaining questions you may have.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensures that cars receive high-quality repairs and service.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
LL
Livhuwani L's updateReviewer Update
08 Sept 2026, 09:37Dear Prime Insurance Team,
Firstly, I would like to correct the name reflected in your correspondence. I am Livhuwani N, not Livhuwani L. Please ensure that my details are correctly reflected going forward.
Secondly, I feel that my concerns have not been properly addressed in your response. I never stated that my claim was not approved within the required timeframe. My complaint is about the extremely poor service delivery and lack of communication I have experienced throughout this process.
Please do not respond by simply referring me to your SLA. I submitted all the required documentation within the required timeframe and provided Prime with everything that was requested from me. My concern is what happened thereafter and the lack of proper communication and service.
1. Back-order letter and outstanding part
I received a back-order letter only on the 4th, although the letter itself is dated the 2nd. I need a clear explanation as to why this communication was only provided to me two days later.
Furthermore, when you send me a back-order letter, what exactly are you expecting me to do? Does this mean that I am expected to source and purchase the outstanding part myself?
I need a clear explanation of what the back-order means, who is responsible for sourcing the part, and what action Prime took to resolve the matter.
2. Lack of communication regarding the progress of my vehicle
This is another clear example of the poor service delivery I am complaining about.
Yesterday, I personally contacted Rosebank Suzuki, and I was informed that the outstanding part had been delivered. I then contacted the panel beater, who also confirmed that they had received the part.
However, when I contacted Prime, I was told that according to your system, the part had not been delivered.
This is extremely concerning. I am the client, yet I am the one making calls to the dealership and panel beater to establish the status of my own vehicle. The panel beater has even been sending me photographs showing me the progress of my vehicle and has provided me with an indication of when the vehicle is expected to be ready.
Prime, however, does not appear to have this information because your system has not been updated.
This raises a serious question: How can your system provide accurate information if the information is not being properly obtained and updated by the relevant parties?
I have been without my vehicle for weeks, and I should not have to chase the dealership and panel beater myself just to obtain basic information about my claim and vehicle repairs.
I therefore require confirmation of:
- The current status of my vehicle;
- Whether the outstanding part has been received;
- The date the part was received;
- The current stage of repairs;
- The expected completion date; and
- Why Prime’s system was still showing that the part had not been delivered when both Suzuki and the panel beater had confirmed that it had been received.
3. Increase of my excess to R10,000 I also require a detailed explanation regarding my excess. After paying my excess, I was subsequently advised that my excess had increased to approximately R10,000. I need to understand how and why this amount was calculated, particularly because I was not at fault for the accident. When I took out my insurance cover, this was not explained to me in a manner that made me aware that my excess could increase in this way. Please provide me with a full breakdown of:
- My original excess;
- The reason for the increase;
- How the R10,000 amount was calculated;
- The policy clause that allows for this increase; and
- Why I am being financially penalised when I was not responsible for causing the accident.
It is extremely frustrating to feel that my excess can increase because of the actions of other road users. I cannot be expected to make my car “fly” while other people are driving on the road and causing accidents. Request for proper resolution I am therefore asking that you address each of the above concerns individually and provide actual answers and explanations. Please do not respond by simply referring me to your SLA, as that does not address the substance of my complaint. My concern is the quality of service I have received, the lack of communication, the inaccurate information reflected on your system, the delayed communication regarding the back order, and the unexplained increase in my excess. I have fulfilled my responsibilities as the insured by submitting the required documentation and cooperating with the claims process. I now expect Prime to fulfil its responsibility by providing me with accurate information, proper communication and an acceptable level of service. I would appreciate a detailed written response addressing each point raised above and explaining what Prime intends to do to resolve these issues. Kind regards, Livhuwani N
LL
Livhuwani L's update08 Sept 2026, 09:37
Reviewer Update
Dear Prime Insurance Team,
Firstly, I would like to correct the name reflected in your correspondence. I am Livhuwani N, not Livhuwani L. Please ensure that my details are correctly reflected going forward.
Secondly, I feel that my concerns have not been properly addressed in your response. I never stated that my claim was not approved within the required timeframe. My complaint is about the extremely poor service delivery and lack of communication I have experienced throughout this process.
Please do not respond by simply referring me to your SLA. I submitted all the required documentation within the required timeframe and provided Prime with everything that was requested from me. My concern is what happened thereafter and the lack of proper communication and service.
1. Back-order letter and outstanding part
I received a back-order letter only on the 4th, although the letter itself is dated the 2nd. I need a clear explanation as to why this communication was only provided to me two days later.
Furthermore, when you send me a back-order letter, what exactly are you expecting me to do? Does this mean that I am expected to source and purchase the outstanding part myself?
I need a clear explanation of what the back-order means, who is responsible for sourcing the part, and what action Prime took to resolve the matter.
2. Lack of communication regarding the progress of my vehicle
This is another clear example of the poor service delivery I am complaining about.
Yesterday, I personally contacted Rosebank Suzuki, and I was informed that the outstanding part had been delivered. I then contacted the panel beater, who also confirmed that they had received the part.
However, when I contacted Prime, I was told that according to your system, the part had not been delivered.
This is extremely concerning. I am the client, yet I am the one making calls to the dealership and panel beater to establish the status of my own vehicle. The panel beater has even been sending me photographs showing me the progress of my vehicle and has provided me with an indication of when the vehicle is expected to be ready.
Prime, however, does not appear to have this information because your system has not been updated.
This raises a serious question: How can your system provide accurate information if the information is not being properly obtained and updated by the relevant parties?
I have been without my vehicle for weeks, and I should not have to chase the dealership and panel beater myself just to obtain basic information about my claim and vehicle repairs.
I therefore require confirmation of:
- The current status of my vehicle;
- Whether the outstanding part has been received;
- The date the part was received;
- The current stage of repairs;
- The expected completion date; and
- Why Prime’s system was still showing that the part had not been delivered when both Suzuki and the panel beater had confirmed that it had been received.
3. Increase of my excess to R10,000 I also require a detailed explanation regarding my excess. After paying my excess, I was subsequently advised that my excess had increased to approximately R10,000. I need to understand how and why this amount was calculated, particularly because I was not at fault for the accident. When I took out my insurance cover, this was not explained to me in a manner that made me aware that my excess could increase in this way. Please provide me with a full breakdown of:
- My original excess;
- The reason for the increase;
- How the R10,000 amount was calculated;
- The policy clause that allows for this increase; and
- Why I am being financially penalised when I was not responsible for causing the accident.
It is extremely frustrating to feel that my excess can increase because of the actions of other road users. I cannot be expected to make my car “fly” while other people are driving on the road and causing accidents. Request for proper resolution I am therefore asking that you address each of the above concerns individually and provide actual answers and explanations. Please do not respond by simply referring me to your SLA, as that does not address the substance of my complaint. My concern is the quality of service I have received, the lack of communication, the inaccurate information reflected on your system, the delayed communication regarding the back order, and the unexplained increase in my excess. I have fulfilled my responsibilities as the insured by submitting the required documentation and cooperating with the claims process. I now expect Prime to fulfil its responsibility by providing me with accurate information, proper communication and an acceptable level of service. I would appreciate a detailed written response addressing each point raised above and explaining what Prime intends to do to resolve these issues. Kind regards, Livhuwani N