1 reviews | Active since Mar 2018
Unresolved claim
Good day
I hope this message finds you well
I am writing to formally express my concern and dissatisfaction regarding the ongoing delays and lack of clarity surrounding the repair of my vehicle. Despite multiple follow-ups via email, I have yet to receive consistent and actionable feedback.
This morning, I contacted the repairers directly and was informed that they are still awaiting authorization from Prime South Africa and have not yet commenced work on my vehicle. This contradicts the communication I received earlier, which stated that the quote had been approved and that parts were being ordered. The conflicting information is deeply frustrating and has left me confused about the actual status of the repair process.
I have previously communicated the significant impact this delay is having on my personal life. I am currently relying on a courtesy vehicle, which was due to be returned on Saturday. I requested an extension from Prime South Africa, given that the matter remains unresolved. However, I have not received any feedback regarding this request, and I am now concerned that I may be held liable for the cost of the extended hire—despite the delay not being caused by me.
This situation is affecting not only my personal responsibilities, such as ensuring my 12-year-old daughter gets to school safely during her exam period, but also my professional obligations. The lack of reliable transport is causing me to be late for work, which could potentially impact my standing with my employer. I joined this insurance provider with the trust that I would be supported in times of need. Unfortunately, this experience has left me feeling unsupported and disheartened.
I kindly request a clear and comprehensive response regarding the status of my vehicle repair and the courtesy car extension no later than close of business on Wednesday, 22 October 2025. If this matter is not resolved promptly and transparently, I will have no choice but to escalate it to the Ombudsman. I had sincerely hoped it would not come to that.
Thank you for your urgent attention to this matter. I look forward to your response.
The Prime SA Team
The Prime SA Team
Thank you for your post.
We understand how disruptive it can be to be without your car.
At Prime, we are committed to delivering dependable service, especially when our clients need us most. It is therefore troubling to hear that we fell short of the mark in this rare instance.
After a review of your claim, we note that the repairs to your car were authorised some time ago and that the repairs are underway.
Our Market Conduct Team has been alerted to your concern and will contact you shortly with a way forward.
Rest assured, our nationwide network of SAMBRA-approved repairers is committed to delivering high-quality repairs, ensuring your car is restored to its pre-incident condition.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Thank you for your post.
We understand how disruptive it can be to be without your car.
At Prime, we are committed to delivering dependable service, especially when our clients need us most. It is therefore troubling to hear that we fell short of the mark in this rare instance.
After a review of your claim, we note that the repairs to your car were authorised some time ago and that the repairs are underway.
Our Market Conduct Team has been alerted to your concern and will contact you shortly with a way forward.
Rest assured, our nationwide network of SAMBRA-approved repairers is committed to delivering high-quality repairs, ensuring your car is restored to its pre-incident condition.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team