FP
Frans P
1 reviews | Active since Sept 2025
18 Sept 2025, 15:10
The worst client service ever from an insurer
My car was bumped on in June 2025. Report the incident to insurance. The car got assessed and delivered to the panel beaters. Not that the process was easy. The headlight and bracket has been on back order for the last two months. They could not even provide me with a curtesy car. Want me to sign an Agreement of Loss saying that it is for the Travel allowance. On the agreement of loss there is no mention of the travel allowance. I called VW the headlight and bracket are available at their Centurion Warehouse but the insurer says it is at customs. It can be delivered the next day if it is paid before 12:00 pm. It is clear that the insurer does not have my interest at heart.
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Replies (2)
Prime South Africa's replyOfficial
18 Sept 2025, 17:12Hello Frans, we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply18 Sept 2025, 17:12
Official
Hello Frans, we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's replyOfficial
23 Sept 2025, 13:12Hello Frans colin P,
Thank you for sharing your experience. We regret any frustration caused and want to reassure you of our commitment to excellent client service.
We understand how delays can be upsetting. However, the availability of vehicle parts is determined by suppliers and is unfortunately outside our direct control. We rely on the deadlines and information provided by these suppliers to keep you updated.
Our latest update confirms your vehicle is currently in assembly. The bracket (slide) has been ordered, with an expected completion date of 26 September 2025. If VW delivers the part sooner, we will expedite the process.
Regarding the optional car hire benefit, it is designed to be flexible—either arranging a rental or providing a transport allowance, depending on your needs and service provider availability in your area.
We appreciate your understanding as we work within these constraints and assure you that your interests remain our priority.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensures that vehicles receive high-quality repairs and service, restoring them to their pre-accident condition.
Kind regards,
The Prime SA Team
Prime South Africa's reply23 Sept 2025, 13:12
Official
Hello Frans colin P,
Thank you for sharing your experience. We regret any frustration caused and want to reassure you of our commitment to excellent client service.
We understand how delays can be upsetting. However, the availability of vehicle parts is determined by suppliers and is unfortunately outside our direct control. We rely on the deadlines and information provided by these suppliers to keep you updated.
Our latest update confirms your vehicle is currently in assembly. The bracket (slide) has been ordered, with an expected completion date of 26 September 2025. If VW delivers the part sooner, we will expedite the process.
Regarding the optional car hire benefit, it is designed to be flexible—either arranging a rental or providing a transport allowance, depending on your needs and service provider availability in your area.
We appreciate your understanding as we work within these constraints and assure you that your interests remain our priority.
It should be comforting to know that our nationwide panel of SAMBRA-approved repairers ensures that vehicles receive high-quality repairs and service, restoring them to their pre-accident condition.
Kind regards,
The Prime SA Team