Prime Claims Department — The Worst Department & Worst Insurance Experience Ever

You only need this one review to make a decision: RUN. Stay away from Prime. This has been the worst insurance experience I have ever had.

For two months, I have been without my car and received little to no communication. The only time I got updates was when I called myself. No transparency, no accountability, and no proper customer service from the beginning of my claim process.

The level of unprofessionalism from the claims department is shocking. The consultants come across as arrogant, rude, and completely uninterested in helping customers. Instead of assisting or communicating properly, they make the process even more stressful and push customers to their limits. Some even hang up calls when questioned or asked for clarity. Whoever manages the claims department seriously needs to improve the level of professionalism, accountability, and communication within the team.

After my claim was approved, I received written confirmation that my car would be moved from Renew-It to Body Tech, which I was happy with. However, after I paid my excess, I was informed that Renew-It would actually be repairing my car. I was extremely frustrated because Renew-It is known for taking a long time with repairs. I have never dealt with a company that fails to honour its own written communication like this.

I had to repeatedly call and push for my car to finally be moved to Body Tech. After that, another issue started with the delivery of my car parts. I was told the parts would be delivered on 27 April, but no updates were provided when that did not happen. Body Tech could not continue with repairs because not all the parts had arrived, yet Prime failed to communicate this to me.

The latest update I received, after I called again, was that the parts would supposedly arrive on 10 May — a Sunday. Today, I then received another call saying the parts would only be delivered by 11 May according to the supplier. What is even more frustrating is that the supplier had already confirmed that the parts arrived on 27 April, yet Prime still failed to deliver them on time.

This entire process has been stressful, exhausting, and completely unprofessional. Avoid this insurance at all costs. RUN, RUN, RUN from this company.