Unacceptable claims handling and hidden restrictions on OEM windscreen replacement – Prime SA

Title: Unacceptable claims handling and hidden restrictions on OEM windscreen replacement – Prime SA

Review:

I am deeply disappointed with the service and outcome regarding a recent windscreen claim with Prime South Africa Insurance.

After lodging a claim, Prime SA refused to cover an OEM replacement, offering only to contribute toward an aftermarket/alternative glass. When I pointed out that my previous claim in October 2021 was fully authorised and settled on an OEM basis without issue, they simply claimed that my 2021 claim was "incorrectly authorised" by them—a completely unfounded response that makes zero sense from a customer's perspective.

My policy schedule states that I am responsible for a 25% excess toward repairs, but nowhere does it clearly state that OEM glass is excluded or restricted to aftermarket parts. Had this crucial limitation been properly communicated when I purchased the policy, I would never have signed up with Prime SA.

I regret having previously referred family and friends to this insurer. If Prime SA creates this much difficulty over an R8,000 windscreen replacement, it raises serious doubts about whether they would honour a major claim if my vehicle suffered significant damage.

I am proceeding with repairs under protest to keep my car safe, but I am formally escalating this matter to the Ombudsman for Short-Term Insurance. Prospective clients should be extremely cautious and read the fine print carefully before insuring with Prime SA.