Terrible Claims Handling – I’m Leaving As Soon As I Get My Car

Item: Prime South Africa
Rating: 1
Author: Oupa K

My experience with Prime South Africa Insurance has reached a point where I can no longer tolerate the level of service I am receiving.

I have been a client for more than 5 years, but my current claim has been handled very poorly. My car has been at the panel beaters for almost a month, and the repair timeline keeps being pushed out with no clear communication or sense of urgency.

I am extremely frustrated — to the point where I honestly feel like the panel beater can just give me my car back in whatever condition it is in, and I will sort it out myself.

As soon as I receive my vehicle, I will be cancelling my policy and moving to another insurance provider. Loyalty clearly means nothing here, and this entire experience has been exhausting and disappointing.

I hope Prime South Africa seriously reviews how they handle claims and the service quality of the panel beaters they partner with.

Helpful (0)

Replies (2)

Prime South Africa's replyOfficial

11 Feb 2026, 16:23

Hello Oupa, thank you for reaching out. We’re truly sorry to hear about your experience and want to assure you that we’re already looking into it.

You’ll receive a full response within 2 working days. Please click “see more” to view our full update once posted.

Kind regards,
The Prime SA Team

Prime South Africa's reply11 Feb 2026, 16:23

Official

Hello Oupa, thank you for reaching out. We’re truly sorry to hear about your experience and want to assure you that we’re already looking into it.

You’ll receive a full response within 2 working days. Please click “see more” to view our full update once posted.

Kind regards,
The Prime SA Team

Prime South Africa's replyOfficial

13 Feb 2026, 14:18

Hello Oupa K,

Thank you for taking the time to share your experience. We’re sorry for the inconvenience that you have experienced while awaiting the return of your car.

At Prime, we aim to handle claims and repairs in a way that feels fair, transparent, and supportive, especially when you’re without your car.

After reviewing your matter, we are pleased to inform you that your car is in the final stages of repair and that the repairer has confirmed that repairs will be completed on 16 February 2026.

Our Market Conduct Department is already in contact with you and will provide you with a detailed response on the progression of the repairs.

Rest assured, our nationwide network of SAMBRA-approved repairers is committed to delivering high-quality repairs, ensuring your car is restored to its pre-incident condition.

Committed to resolving your concern with care.

Kind regards,
The Prime SA Team

Prime South Africa's reply13 Feb 2026, 14:18

Official

Hello Oupa K,

Thank you for taking the time to share your experience. We’re sorry for the inconvenience that you have experienced while awaiting the return of your car.

At Prime, we aim to handle claims and repairs in a way that feels fair, transparent, and supportive, especially when you’re without your car.

After reviewing your matter, we are pleased to inform you that your car is in the final stages of repair and that the repairer has confirmed that repairs will be completed on 16 February 2026.

Our Market Conduct Department is already in contact with you and will provide you with a detailed response on the progression of the repairs.

Rest assured, our nationwide network of SAMBRA-approved repairers is committed to delivering high-quality repairs, ensuring your car is restored to its pre-incident condition.

Committed to resolving your concern with care.

Kind regards,
The Prime SA Team