Poor Service.

Good evening Prime Team,

I trust that you are well.

Following my recent telephonic discussion with one of your agents, I would like to formally raise my concerns regarding the handling of my claim. I strongly believe that matters of this nature should not be left unresolved, particularly given our client service provider relationship.

After surviving an attempted hijacking, I promptly reported the incident to the Prime team on the same day and provided all the required supporting documents, including photographs and the police case number. My claim was acknowledged and I was contacted by multiple agents who indicated their willingness to assist.

However, I was surprised to be informed that the excess fee for the damage to my vehicle (specifically the broken door handle) would exceed R13,000. While I understand that an excess is applicable, I sought clarity on how this amount was determined without a physical assessment of the vehicle. It was my understanding that an evaluation would first be conducted to accurately determine the extent of the damage.

During this process, calls were dropped and I subsequently received an SMS instructing me to take my vehicle to an autobody specialist for assessment, after which a quotation would be provided. My frustration stems from the lack of accountability or clear explanation regarding the initially quoted excess amount, which appeared to be based on assumptions rather than an actual assessment.

Upon taking my vehicle for assessment, I was advised that the total cost of the damages amounted to approximately R3,200 significantly lower than the previously communicated excess of over R13,000.

I would like to formally express my dissatisfaction with this experience. It is important that all clients are treated fairly and that communication remains clear, transparent and accurate throughout the claims process. Unfortunately, this was not my experience.

I trust that this matter will be taken seriously and reviewed accordingly. I believe there is an opportunity for improvement in how such cases are handled and I hope that my feedback will contribute positively in this regard.

Remember your slogan guys " To protect our clients and enable them to live hope-filled lives" Do not drop the ball guys otherwise you will never become the most valued insuarance provider as per your goals.

Will just leave this here since its been 2 weeks with no response.