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Marcel R

1 reviews | Active since Dec 2017

22 Jan 2025, 13:22

Poor service and failure to manage client's expectation

Dear NFO Complaint Department,

I am writing to formally escalate my dissatisfaction with the service I have received from Prime South Africa (Prime SA) and their affiliated repair partner, Auto Magic Montague Gardens. As a loyal customer for over three years who has never missed an installment payment, I am deeply disappointed with the level of service provided during my recent claim.

Details of the Complaint:

Date of Incident: Late October 2024 Repair Facility: Auto Magic Montague Gardens Policy Number: *** Issue: Following a minor accident toward the end of October 2024, my vehicle was sent to Auto Magic Montague Gardens for repairs. The initial completion date provided to me was 12 November 2024. However, this date has been repeatedly postponed, with the latest given as 21 January 2025, just to be told today by PMD that the car is not ready. Three months for minor repairs is entirely unacceptable.

Moreover, Auto Magic hired a replacement vehicle for me after two or three weeks. Just before the December holiday, they requested the return of the hired car and provided me with another vehicle—a very old and poorly maintained Polo Vivo with a noisy on whenever you turn on the Aircon, broken air conditioning system; damaged tires and expire license disc. This replacement vehicle does not meet the standard of safety and convenience I expect, especially considering the premiums I have consistently paid for comprehensive coverage.

Additional Concerns:

Poor Communication: Despite several attempts to escalate my concerns, I have been met with unresponsiveness. When I requested to speak with someone in the claims department, I was informed by a consultant, Samkeliswa today, that it is against company policy to provide me with the email addresses or full names of Riaan and Mr. Nick, the senior managers I wanted to escalate the matter to. Lack of Transparency: Prime SA expects policyholders to share their personal information but does not reciprocate transparency when customers face issues, making it nearly impossible to escalate complaints effectively. Impact of the Poor Service:

The prolonged delay in repairs has caused significant inconvenience. The replacement vehicle provided compromises my safety and comfort. The lack of proper communication and assistance has added frustration to an already stressful situation. Requested Resolution:

A clear explanation for the delays in completing my vehicle’s repairs. A commitment to a firm and realistic completion date. A replacement vehicle that meets acceptable safety and quality standards. An investigation into the poor communication and handling of this matter by Prime SA and Auto Magic Montague Gardens. As a paying customer, I expect better service and accountability from both Prime SA and their partners. Please find attached pictures from the car I was given by auto Magic to drive my family in. If i can send the pictures of the insight of the car you will not believe it.

Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.

0
Replies (2)
Prime South Africa
Prime South Africa's reply24 Jan 2025, 15:58
Official
 
Hello Marcel R 

Thank you for your post. 

At Prime, we take immense pride in paying all valid claims and ensuring that repairs are completed within the shortest possible time. 

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. We further note that you have been provided regular updates via email by our market conduct team and regular SMS updates from our Outcome Processing department about the progress of repairs to your car. 

Our market conduct team will be in contact with you to discuss the matter further. 

It will delight you to learn that Prime provides affordable insurance products to accommodate everyday South Africans. Obtaining a quote can be done through our user-friendly website at www.prime.co.za. 

Assuring you of our continued best endeavours. 

The Prime SA Team 

MR
Marcel R's update01 Feb 2025, 08:50
Reviewer Update
Prime SA Team
I am disappointed with the handling of my claim and the lack of clear communication from your team. Your response indicates a lack of insight and proper investigation. You claim that SMS and email notifications were sent to me, which is untrue. I have personally provided an alternative contact number and my wife's email address to ensure communication, as your system has consistently failed to reach me via email or phone at ***.
Furthermore, I have made several calls to your offices and spoken to various consultants, yet Nobuhle, who is handling my claim, has refused to communicate with me directly. According to Auto Magic, Prime SA approved the wrong bumper—one that does not have the necessary sensor holes—making it their problem instead of taking responsibility for the mistake. I spoke to Taylor from Auto Magic, who confirmed that she personally requested approval for the correct bumper in December last year, yet you have failed to approve it.
It is highly disappointing that after more than three years as your client, I am experiencing such poor service and lack of accountability. Kindly provide me with an ETA for the correct bumper at Auto Magic—that is all I am asking for at this point. I am beyond frustrated with the handling of this claim and expect a prompt resolution.
I look forward to your immediate response.