1 reviews | Active since Dec 2017
Poor, poor claim service
Good day,
I am writing this review with great disappointment, we have been with Prime for many years without claiming, my husband recently had an incident, and needed to claim. He logged his claim on the 17th October 2024, on the 21 we were advised to take the vehicle for an assessment at one of the Panelbeaters which we did, the Panelbeaters submitted the quote on the same day via the portal .
Since the 21st no feedback was provided and we had to continuously follow up. On Wednesday we decided to call in, little did we know the claim consultant Lebo did not even know the quote was submitted, furthermore on Thursday we receive an SMS stating the repairs is authorised, we then followed up with the Panelbeaters only to find out the authorisation was not even sent.
When we queried it with the consultant Lebo, she indicated that the authorisation is sent to Auto Magic Holding, we questioned it and was advised it their intermeiary service provider which is a blatten lie, we should have just been informed ,their assessing provider as well as a panel of Panelbeaters under the same umbrella which is a direct conflict of interest if you ask me.
Almost 2 weeks down the line, and the vehicle is still not booked in for repairs, the client service provided is absolutely astonishing and disgusting, claims handler was absolutely poor with no communication whatsoever. If I knew that claiming one day from your insurer that you pay on time monthly would result in this I would have never taken out insurance with this provider. Furthermore there is no accountability and one is sent from pillar to post. Prime is the worst customer service I have experienced in my life!
Regards, Sam
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 Prime SA 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 Prime SA Team
I want to know why is it that there must be several service providers on a claim when we insured with you and why is it a secret that Auto Magic Holdings is the assessor as well as using their panel of Repairer's, oh I forgot it must be let's keep the profits within the group!
Your consultants need training and they need to understand as a client we expect to be put back into the same position prior to the incident but If a simple claim takes 2 weeks what about a bigger claim, I suggest you put some urgency in this matter, I forgot to mention the incorrect information sent via SMS knowing very well the authorisation is sitting with their external service provider you guys need to wake up! You cannot be relyant on only the system sending sms's where is that inter personal communication with the client?
I am really disgusting by the service, after the repairs of the vehicle you must be rest assured we will be cancelling our policy, and I will ensure that we never ever recommend you to anyone !
I want to know why is it that there must be several service providers on a claim when we insured with you and why is it a secret that Auto Magic Holdings is the assessor as well as using their panel of Repairer's, oh I forgot it must be let's keep the profits within the group!
Your consultants need training and they need to understand as a client we expect to be put back into the same position prior to the incident but If a simple claim takes 2 weeks what about a bigger claim, I suggest you put some urgency in this matter, I forgot to mention the incorrect information sent via SMS knowing very well the authorisation is sitting with their external service provider you guys need to wake up! You cannot be relyant on only the system sending sms's where is that inter personal communication with the client?
I am really disgusting by the service, after the repairs of the vehicle you must be rest assured we will be cancelling our policy, and I will ensure that we never ever recommend you to anyone !
When will I get feedback on my complaint submitted?
When will I get feedback on my complaint submitted?
Thank you for your post. We assure you that Prime prides itself in providing world-class client service during every interaction.
Rest assured that we always do all in our power to avoid delays during the repair process. It is sometimes the case that the repair process is affected by factors that are outside the control of both the repairer and ourselves. We can, however, confirm the authorisation letter has been sent to the repairer for the repairs to commence and we are delighted to see that your vehicle has been booked in for repairs.
We further note that our Outcome Processing will be providing you with regular updates until the completion of repairs.
Our market conduct team will be in contact with you to provide you with more details on your concerns raised.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensure that vehicles receive high-quality repairs and service.
Assuring you of our continued best endeavours.
Kind regards,
The Prime SA Team
Thank you for your post. We assure you that Prime prides itself in providing world-class client service during every interaction.
Rest assured that we always do all in our power to avoid delays during the repair process. It is sometimes the case that the repair process is affected by factors that are outside the control of both the repairer and ourselves. We can, however, confirm the authorisation letter has been sent to the repairer for the repairs to commence and we are delighted to see that your vehicle has been booked in for repairs.
We further note that our Outcome Processing will be providing you with regular updates until the completion of repairs.
Our market conduct team will be in contact with you to provide you with more details on your concerns raised.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensure that vehicles receive high-quality repairs and service.
Assuring you of our continued best endeavours.
Kind regards,
The Prime SA Team