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Tabisa T

1 reviews | Active since Jun 2023

07 May 2026, 11:09

They will play duck and dive with you if you cancel their policy

I cancelled Prime SA car insurance in Dec 2025 for another insurance which was better for my needs. Only to discover now in May that they continued debiting from my account. Upon calling them to enquire about this they told me that the consultant I was cancelling with is no longer working with them, i asked for my premiums back one guy said he does not know if i will get them he will calling me after an hour after speaking with his manager, i called again the lady who assisted me told me they do not work like that if they failed to cancel the policy i cant have my premiums back. I asked the lady to transfer me back to the consultant who was helping me 1st and promise to call me after an hour, the consultant lady told me he is attending urgent calls and might call me back after 48 hours, (i did not know them debiting from me after i cancelled with them is for four months is not an urgent matter). Its been 4 days now since I have been waiting for the guy to finish the urgent call. I honestly feel like a-company so big has ****** from me. This is so disgusting and disapointing. Whenever i try to call they just promise that the consultant guy will call me back.

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Replies (2)
Prime South Africa
Prime South Africa's reply07 May 2026, 14:25
Official
Hello Tabisa, 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
Prime South Africa's reply11 May 2026, 07:54
Official
Hello Tabisa T, 

Thank you for taking the time to share your experience. We understand how upsetting it is to see debits go off your account after you believed your policy was cancelled, and then not receive the clear, timely feedback you deserve. 

At Prime SA, we are committed to transparent communication, fair treatment, and resolving concerns as quickly and clearly as possible. You should always know where you stand with your cover, your debits, and any cancellation you request. 

After reviewing the concerns you raised, it’s clear that the sequence of events around your cancellation request and subsequent interactions requires further scrutiny. As a result, we are conducting a full and urgent investigation into the handling of your request, including the debits raised and the calls you made, so that we can establish exactly what transpired. We sincerely apologise for the inconvenience and frustration this situation has caused you. Once our investigation is complete, we will provide you with a clear, written response through our internal complaints process, outlining our findings, the corrective steps we are taking, and what this means for you going forward.

Our Market Conduct team has been alerted and is already in contact with you to provide further clarity. 

Remember that you can simplify your insurance experience with Prime's self-service portal. Check your cover, update drivers, and get the documents you need in just a few clicks.

Committed to resolving your concern with care. 

Kind regards, 
The Prime SA Team