SS
Silas S
1 reviews | Active since Jun 2023
04 Nov 2025, 08:55
Prime S.A. hindered service
I registered a tyre and rim .It's now 17 days later and I received a letter of rejection on claim. This letter is not for my vehicle, incorrect details of vehicle. Tried calling but these agents keep telling me its under review, and I must just wait.I really dont appreciate it when you cannot speak to a manager to assist so your mind will be put at ease. It seems like Prime agents are trained to frustrate the client. I'm seriously considering moving our 4 vehicles out from them as a insurance provider.
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Replies (2)
Prime South Africa's replyOfficial
04 Nov 2025, 14:42Hello Silias, 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 reply04 Nov 2025, 14:42
Official
Hello Silias, 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
09 Nov 2025, 14:43Hello Silas N,
Thank you for reaching out to us.
At Prime, we are committed to providing fair outcomes and excellent service to all our clients. We value your feedback as an opportunity to improve. We sincerely apologise for the confusion and frustration you've encountered during your claim process. Your feedback is important, and we acknowledge that the administrative errors on our side- these should not have happened, and we’re taking steps to ensure this rare occurrence doesn’t happen again.
While the claim decision was finalised within 7 working days, we understand that the communication around it fell short. The outcome was based on damage photos showing pre-existing damage prior to the reported incident, which is not covered under your policy.
Our Market Conduct Team will be in touch shortly to provide clarity and support, and to ensure your concerns are properly addressed.
Unexpected road hazards can cause damage to your tyres and rims. With Prime's Tyre and Rim Benefit, you can enjoy peace of mind knowing we’ll handle repairs or replacements, keeping you safe on the road.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Prime South Africa's reply09 Nov 2025, 14:43
Official
Hello Silas N,
Thank you for reaching out to us.
At Prime, we are committed to providing fair outcomes and excellent service to all our clients. We value your feedback as an opportunity to improve. We sincerely apologise for the confusion and frustration you've encountered during your claim process. Your feedback is important, and we acknowledge that the administrative errors on our side- these should not have happened, and we’re taking steps to ensure this rare occurrence doesn’t happen again.
While the claim decision was finalised within 7 working days, we understand that the communication around it fell short. The outcome was based on damage photos showing pre-existing damage prior to the reported incident, which is not covered under your policy.
Our Market Conduct Team will be in touch shortly to provide clarity and support, and to ensure your concerns are properly addressed.
Unexpected road hazards can cause damage to your tyres and rims. With Prime's Tyre and Rim Benefit, you can enjoy peace of mind knowing we’ll handle repairs or replacements, keeping you safe on the road.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team