Prime South Africa – ***********, Unreliable, and Now Expecting ME to Pay BMW for Their Approved Invoices!

I am extremely disappointed and frustrated with the service I have received from Prime South Africa regarding my lightning damage claim.

On 10 October 2025, my BMW 1 Series (2021 model), financed through MFC, was struck by lightning. I phoned Prime SA immediately for assistance, but they refused to tow my car with no explanation. I was left stranded from 15:30 until 21:30, waiting for help that never arrived. In the end, BMW Roadside Assist were the ones who finally helped me — not my insurer.

Even though I reported the incident on the 10th, my claim was only captured on 14 October, four days later.

From the first day, BMW repeatedly asked Prime SA to come assess the vehicle, but no assessor ever came. Not once. BMW followed the correct process, sending the first invoice, then the second, and then the third — all while reminding Prime SA that an assessment was needed. Still, they did nothing.

They approved the first invoice. They approved the second invoice. Then BMW issued the third invoice and informed Prime SA that they needed the payments for invoices 1–3 in order to continue.

Prime SA went silent for almost a month.

Then out of nowhere, they told me the car is now a write-off — but even after declaring it a write-off, they still never went to BMW to assess the car. There is no written report, no inspection findings, no assessor notes, no justification. Just a sudden decision with no facts behind it.

After that, they requested all the necessary documents from me. I sent everything immediately. Then I spent two weeks calling almost daily, receiving absolutely no feedback.

On 9 December 2025, I was told by Noluthando from the Upliftment Department that I must pay BMW for the invoices — the same invoices that Prime SA themselves approved. How can an insurer approve repair invoices, refuse to send an assessor, delay the process for weeks, then change the status to a write-off without inspection, and still expect the client to pay?

People I dealt with during this nightmare:

Celine Baxter (assessor — who never assessed the car) Tumi (client services) Noluthando (Upliftment — the one who told me to pay BMW) Lynn (only manager who ever called me back)

Prime SA has shown:

No emergency support (refused towing) No assessment despite multiple requests from BMW Contradicting decisions Unacceptable delays No communication (I called about 5 times a week) No accountability No transparency

This is not the first time I’ve complained about their service, but it is by far the worst experience I’ve had with any insurer. From refusing to tow my vehicle, failing to inspect the damage, delaying the claim for months, and then telling me to pay for BMW invoices they previously approved — this entire process has been handled with shocking incompetence.

I am demanding proper investigation, accountability, and immediate resolution.