MM
Makiletse M
1 reviews | Active since Mar 2025
21 Jan 2026, 17:02
Poor service
Very poor service when it comes to claims. If you’re claiming, be prepared to act as the middleman by constantly calling the panel beater and the insurer so they can send authorisation to each other 😡😡😡. The claims department is really disappointing! I submitted my insurance claim last year, and the panel beater they referred me to still says they’re waiting for authorisation. I claimed in December 2025, which means at this rate, I probably won’t get my car back until February. My advice: make sure you have a courtesy car for peace of mind when dealing with them.
Helpful (0)
Replies (3)0
Replies (3)
Prime South Africa's replyOfficial
22 Jan 2026, 07:04Hello Makiletse , we appreciate you bringing this to our attention.
Your feedback is important to us, and we’re currently investigating the matter. A detailed response will follow shortly – please check back or click “see more” to view it.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply22 Jan 2026, 07:04
Official
Hello Makiletse , we appreciate you bringing this to our attention.
Your feedback is important to us, and we’re currently investigating the matter. A detailed response will follow shortly – please check back or click “see more” to view it.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's replyOfficial
23 Jan 2026, 08:11Hello Makiletse M,
Thank you for taking the time to share your feedback with us. We’re sorry for the inconvenience you have experienced during the claims process and understand the frustration this can cause.
At Prime, we aim to handle claims fairly, transparently, and with clear communication at every step, and we know how important reliable updates are when your car is in for repairs.
In this case, our records confirm that your claim was submitted on 22 December 2025 and the approval thereof was delayed during the festive season. We acknowledge that a delay occurred with communicating the amended quote with the repairer and we did not provide you with more frequent updates during the process and this fell short of the service you were entitled to expect from us. Authorisation has now been sent to the repairer and they have been instructed to proceed with the work so that your car can be returned to you as soon as possible.
Our Market Conduct team is already in contact with you to provide more detailed feedback on the progress of the repairs and to ensure you are kept updated until your car is back with you.
At Prime, we’re committed to making support accessible and convenient. Whether you prefer using the mobile app, sending an email, or making a call, we’re here to help—on your terms.
Committed to resolving your concern with care.
Kind Regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply23 Jan 2026, 08:11
Official
Hello Makiletse M,
Thank you for taking the time to share your feedback with us. We’re sorry for the inconvenience you have experienced during the claims process and understand the frustration this can cause.
At Prime, we aim to handle claims fairly, transparently, and with clear communication at every step, and we know how important reliable updates are when your car is in for repairs.
In this case, our records confirm that your claim was submitted on 22 December 2025 and the approval thereof was delayed during the festive season. We acknowledge that a delay occurred with communicating the amended quote with the repairer and we did not provide you with more frequent updates during the process and this fell short of the service you were entitled to expect from us. Authorisation has now been sent to the repairer and they have been instructed to proceed with the work so that your car can be returned to you as soon as possible.
Our Market Conduct team is already in contact with you to provide more detailed feedback on the progress of the repairs and to ensure you are kept updated until your car is back with you.
At Prime, we’re committed to making support accessible and convenient. Whether you prefer using the mobile app, sending an email, or making a call, we’re here to help—on your terms.
Committed to resolving your concern with care.
Kind Regards,
The Prime SA Team
The Prime SA Team
MM
Makiletse M's updateReviewer Update
28 Jan 2026, 14:17I could have started with good day but is not a good day at all.
I am extremely dissatisfied with how my claim is currently being handled by the assessor allocated to me.
I have been in constant contact with the panel beater, and they have repeatedly advised that they are waiting for authorisation from your side. According to them, all the required information and supporting documents have already been submitted to the assessors.
To clarify the matter, I contacted your offices today and was informed that no additional information has been received from the panel beater. This directly contradicts what the panel beater has confirmed to me, as they insist that all necessary documentation was sent and that they have been communicating with the assessor regarding the additional information.
This back-and-forth is unacceptable and highly unprofessional. I should not be placed in a position where I have to act as a messenger between your departments and the panel beater, especially when someone is clearly providing incorrect information.
Delays caused by administrative issues are unfair, and providing conflicting or false information only worsens the situation. I request that this matter be addressed urgently, professionally, and proactively so my claim can move forward without further unnecessary delays.
MM
Makiletse M's update28 Jan 2026, 14:17
Reviewer Update
I could have started with good day but is not a good day at all.
I am extremely dissatisfied with how my claim is currently being handled by the assessor allocated to me.
I have been in constant contact with the panel beater, and they have repeatedly advised that they are waiting for authorisation from your side. According to them, all the required information and supporting documents have already been submitted to the assessors.
To clarify the matter, I contacted your offices today and was informed that no additional information has been received from the panel beater. This directly contradicts what the panel beater has confirmed to me, as they insist that all necessary documentation was sent and that they have been communicating with the assessor regarding the additional information.
This back-and-forth is unacceptable and highly unprofessional. I should not be placed in a position where I have to act as a messenger between your departments and the panel beater, especially when someone is clearly providing incorrect information.
Delays caused by administrative issues are unfair, and providing conflicting or false information only worsens the situation. I request that this matter be addressed urgently, professionally, and proactively so my claim can move forward without further unnecessary delays.