Subject: Formal Complaint Regarding Policy Error and Request for Immediate Correction

Subject: Formal Complaint Regarding Policy Error and Request for Immediate Correction

To Whom It May Concern,

I am writing to formally lodge a complaint regarding a serious administrative error on my insurance policy with Prime South Africa. I have been a loyal customer for over ten years and have consistently insured my vehicles through your services.

Recently, I traded in one of my vehicles – a Hyundai i20 1.4, 2012 model – and purchased a Hyundai Creta 2025. As per protocol, I promptly contacted your office to inform you of the change and requested that the Hyundai i20 be removed from my policy and replaced with the new Hyundai Creta.

However, instead of replacing the Hyundai i20, your team mistakenly canceled my other insured vehicle, a Renault Clio 2015, which I did not authorize.

Upon noticing this error via your mobile app, I contacted your consultant, Menzi, who acknowledged the mistake and assured me it would be corrected promptly. He informed me that the Renault Clio would be reinstated on the policy and that updated documents would be sent to me. Despite repeated follow-ups and assurances from Menzi, the issue remains unresolved. As it stands today, my Renault Clio remains uninsured, and the Hyundai i20, which should have been removed, is still active on my policy.

This is not only frustrating but extremely concerning, as I am currently left without valid insurance cover on my vehicle due to an error on your part. I have made every effort to resolve this amicably, but I am now left with no choice but to submit this formal complaint.

I hereby request the following actions to be taken immediately:

Cancel the Hyundai i20 (2012) from my insurance policy as originally instructed.

Reinstate the Renault Clio (2015) to its previously insured status without further delay.

Provide me with the updated and correct policy documents reflecting the Hyundai Creta (2025) and the Renault Clio (2015) as the active insured vehicles.

I expect this matter to be resolved urgently. Please confirm receipt of this complaint and provide a written response within five business days. Should I not receive a satisfactory resolution, I will be forced to escalate the matter to the relevant ombudsman or regulatory body.