1 reviews | Active since Sept 2014
Prime South Africa – 2 Months Without My Car and Still No Resolution
Good day,
I submitted my car insurance claim to Prime South Africa on 18 April 2025. Since then, it’s been an ongoing nightmare of delays, miscommunication, and constant follow-ups — all while I’ve been without my car for over two months.
After countless calls, my claim was finally approved around 19 May, and I took the car to Northcliff Auto ARC (BMW) around 20 May. From there, it took two more weeks for all documentation to be submitted to the panel beater.
Once the repairs were completed, I went to collect my car — only to be told that the panel beater had just then picked up an issue with the tyre. They sent an additional quotation to Prime South Africa on 9 July 2025.
That’s when things became even more frustrating. For a full week, I called the insurance daily and kept getting different answers from every person I spoke to. The second week, I was told they were "waiting for information from the panel beater." I made the mistake of trusting them and waited — only to find out later that this wasn't true.
On Friday, 18 July, I spoke to Adriaan, who I believe is the assessors manager. He finally approved everything and assured me that work would begin on Monday, 21 July.
But on that Monday (21 July), I called again, only to be told — once again — that they were waiting for a report from BMW. Frustrated beyond belief, I visited Northcliff Auto ARC myself — only to find out there was no pending report.
Since then, it’s been complete radio silence. Every time I call Prime South Africa, I’m told the people handling my claim are “not available” and that someone will call me back. They never do. I’ve spoken to Adriaan and Peter (Claims Handling Manager), and I know the claim is being handled by Lebo Mautlwa, who continues to submit incorrect information and bounce the claim back and forth in their system.
This entire experience has left me not only angry but also completely broke. I am now spending nearly R400 every single day just to get to and from work, which is simply not sustainable. All of this while my insured car sits unrepaired and out of reach — because of poor service and complete lack of accountability from Prime South Africa.
All I want is for someone to take responsibility, stop the delays, and return my car to me.
Thank you for taking the time to share your experience with us. We appreciate you bringing this matter to our attention, as it allows us to identify areas where we can improve.
We understand how difficult it must be to be without your car for such an extended period, and we regret that our service has not met your expectations. At Prime, we are committed to providing excellent service and we take your concerns very seriously.
We are surprised to hear that you experienced a delay in the approval of your claim as we can see that the outcome was communicated to you 5 days after your accident.
At Prime South Africa, we pride ourselves on offering personalised and budget-friendly insurance solutions, paired with compassionate service. We are commited to turning this experience around and ensuring that you feel valued as part of the Prime family. One of our assessors has been in contact with you to confirm the completion of yur car.
Assuring you of our continued best endeavours.
Kind regards,
The Prime SA Team
Thank you for taking the time to share your experience with us. We appreciate you bringing this matter to our attention, as it allows us to identify areas where we can improve.
We understand how difficult it must be to be without your car for such an extended period, and we regret that our service has not met your expectations. At Prime, we are committed to providing excellent service and we take your concerns very seriously.
We are surprised to hear that you experienced a delay in the approval of your claim as we can see that the outcome was communicated to you 5 days after your accident.
At Prime South Africa, we pride ourselves on offering personalised and budget-friendly insurance solutions, paired with compassionate service. We are commited to turning this experience around and ensuring that you feel valued as part of the Prime family. One of our assessors has been in contact with you to confirm the completion of yur car.
Assuring you of our continued best endeavours.
Kind regards,
The Prime SA Team
➡️ My complaint is not about the panel beater (Northcliff Auto ARC/BMW).
➡️ My complaint is entirely about the way Prime South Africa handled my claim — and mishandled it from start to finish.
- George (Assessor) – unhelpful.
- Nicolas (Assessor) – no clear answers.
- Lebo Mautlwa (Claims Handler) – the main reason this dragged on for over 2 months. She never took my calls, kept capturing incorrect information, and pushed the claim back and forth on your system with no resolution. This is unacceptable.
- Without a car for over 2 months
- Financially strained — I’ve been spending nearly R400 a day just to get to and from work
- Mentally and emotionally drained from all the stress and back-and-forth
- Forced to sit at the panel beater trying to untangle your lies, just to get basic information about my own claim
Are you willing to take real accountability for the unnecessary stress, wasted time, and financial damage this has caused me? I believe I am owed some form of compensation for the incompetence and trauma your internal team has put me through. This wasn’t just a “bad experience” — it was a complete failure on Prime South Africa’s part to honour its service commitment. I await a serious response — not a generic apology.
— Tabiso M
➡️ My complaint is not about the panel beater (Northcliff Auto ARC/BMW).
➡️ My complaint is entirely about the way Prime South Africa handled my claim — and mishandled it from start to finish.
- George (Assessor) – unhelpful.
- Nicolas (Assessor) – no clear answers.
- Lebo Mautlwa (Claims Handler) – the main reason this dragged on for over 2 months. She never took my calls, kept capturing incorrect information, and pushed the claim back and forth on your system with no resolution. This is unacceptable.
- Without a car for over 2 months
- Financially strained — I’ve been spending nearly R400 a day just to get to and from work
- Mentally and emotionally drained from all the stress and back-and-forth
- Forced to sit at the panel beater trying to untangle your lies, just to get basic information about my own claim
Are you willing to take real accountability for the unnecessary stress, wasted time, and financial damage this has caused me? I believe I am owed some form of compensation for the incompetence and trauma your internal team has put me through. This wasn’t just a “bad experience” — it was a complete failure on Prime South Africa’s part to honour its service commitment. I await a serious response — not a generic apology.
— Tabiso M