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thembakazi.makwakwa thembakazi.makwakwa

1 reviews | Active since Mar 2017

12 Sept 2017, 12:58

Terrible Custormer Service

On the 14 August 2017, I submitted a claim for my Polo Vivo that was involve in an accident . First and form most on the accident scene which occurred 12 August I informed the insurance that my car is involved in an accident and I am unable to drive therefore I needed someone to Tow the vehicle and I have a small child in the car and I am being harassed by the other party and friends. The agent who spoke to me asked if the car was a write-off and informed me that they will only tow my car if its a write-off. " I told him I do not know that, then he explained how much I must pay if they tow my car. he did not give any advice in terms of my immediate situation at all.

furthermore, when the insurance received my claim on the 14 August they told me someone was assigned to deal with my claim. Lesley was the person assigned...Several days passed and she did not phone to notify me of the progress on my claim, and I had to call in. Even today she has not done that. the only time I received the information about her was when I phoned her. So today I am sitting with a broken car in my yard and today is the 30th day since the Claim was lodged with the insurer and without any clear information or direction about the progress.

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Replies (3)
Prime South Africa
Prime South Africa's reply12 Sept 2017, 13:28
Official

Dear Tembkz,

Your post is acknowledged.

We regret to learn of your objection and confirm that we shall be conducting a thorough investigation into the matter. You can expect to receive preliminary feedback within 2 working days.

Assuring you of our continued best endeavours on your behalf.

Kind Regards,

The PMD Team.

Prime South Africa
Prime South Africa's reply14 Sept 2017, 12:26
Official

Dear Thembkz,

This is an unusual occurrence indeed! Thank you for bringing it to our attention and for your patience.

Our aim is to provide world class service to our policyholders during every interaction, it saddens us when our team members fail to impress, such us in your case.

Notwithstanding the above, your concern has been brought to the attention of our Client Representation Department who will work closely with you until the matter is resolved.

Assuring you of our best continued endeavours on your behalf.

Kind regards,

The PMD Team

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thembakazi.makwakwa thembakazi.makwakwa's update14 Sept 2017, 13:25
Reviewer Update
Good day PMD Team. I thank you very much for responding to my concern. However I have received contact from the Client representation person on the 12/09/2017, but This response is very confusing it seems as it seems that I must still wait for about 10-42 day for this matter to be resolve. It is vague and unclear to me in the sense and causes more distress as I am not sure what are the specific processes that will be taken and why such long timeline as I am already waiting for more than a month for progress on the same matter. "Dear Ms Makwakwa, Thank you for bringing your concerns to our attention on Hello Peter. Your enquiry has been escalated to our Client Representation Department and we are already looking into the concerns you have raised. A thorough review of your concern and your experience with us will be conducted. Once complete, the findings thereof will be presented to senior management for consideration and final decision. Please take note of the applicable Time Limits and Provisions: 1.Although we shall endeavour to resolve your concern within 10 days, all complaints received need to be reviewed and therefore if the 10 days are not sufficient for us to do so we will provide feedback to you within 21 working days of the date of receipt of your initial complaint – provided that we receive all information required and/or an investigation has been completed. 2.We will, in cases where further information, assessment or investigation is required, agree with you a reasonable timeframe not exceeding 42 days. 3.Where your complaint is resolved in your favour, we and/or the relevant appointed Representative/s will ensure that a full and appropriate level of corrective action is offered to you without delay. 4.Where your complaint is not resolved in your favour, then we and/or the relevant appointed Representative/s will inform you of your rights in this regard, as well as provide you with the details of external dispute resolution entities that can be utilised by you. 5.Our complete Complaints Resolution Policy is available on our webpage: https://primemeridian.co.za/fais-compliance-policy We sincerely appreciate your understanding and patience in this regard. Should you have any further enquiries or wish to add to the concerns already raised, please do not hesitate to write to us. Assuring you of our continued best endeavours on your behalf. Kind regards, Client Representation"