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NM
Nonhlo M

1 reviews | Active since May 2021

06 Sept 2025, 05:10

*****ulent debit & unhappy new potential customer

I had made a quote for insurance with them a few weeks ago and I must say the quote I got was very affordable. But we never finalized the sale as I still had to cancel my existing insurance to resume business with them furthermore i was advised that I need to send images of the vehicle to be insured for the policy to be activated which I could not do due to some personal reasons. On the 1st of September my account was debited with an amount of R1230 and when I called to query and cancel the debit stating that my car is still insured with another insurance company I was told that they have to listen to the sale call and will revert back to me within 48hrs. To date no one has called me back and nor have I been refunded my money. But on the app when I checked this morning it still says "Policy Pending" but they have debited my account without all necessary information.

0
Replies (3)
Prime South Africa
Prime South Africa's reply08 Sept 2025, 07:10
Official
 
Dear  Nonhlo , we apologize for any inconvenience you have experienced. Your feedback is important to us, and we are dedicated to addressing your concerns. We will acknowledge your complaint within 48 hours. Kind regards, the Prime SA team. 

NM
Nonhlo M's update08 Sept 2025, 08:24
Reviewer Update
From the first 48hrs of the 2nd September initial complain. You are now telling me about another 48hrs. You cannot be serious. It seems my matter is not of urgency and importance to you. All I want from you is a simple refund of the total amount of R1230.00 debited from me. I do not want to involve the National Insurance financial Ombudsman of South Africa.
Prime South Africa
Prime South Africa's reply10 Sept 2025, 14:20
Official
Hello Nonhlo M, 

Thank you for your post. It’s troubling to hear of your experience as we always strive to ensure all interactions reflect our commitment to excellent service. 

We are surprised by your feedback as a review of your purchase call recording confirmed that you authorised the debit order to go off as it did.  Nonetheless, we are pleased to note that you have since been assisted and moved your start date to November. 
 
Unlike its competitors, Prime offers an excess that reduces to zero over 36 months when you remain claim-free, providing even greater value and peace of mind.  

Committed to resolving your concerns with care. 

Kind regards, 
The Prime SA Team