Unsatisfactory Claims Handling

I have been a loyal client of Prime Insurance for the past 2 years and 9 months. On 28 March 2025, I submitted a claim following a motor vehicle accident. I followed every required process meticulously and ensured all necessary documentation was submitted promptly.

Approximately one week after my claim was submitted, I received an SMS confirming that my claim had been approved and that the repairs would be handled by Panel Beater "one". However, a week later, I received a nearly identical SMS — this time stating that my vehicle would instead be repaired by Panel Beater "two", with no prior explanation or communication. This abrupt change without consultation was both confusing and unprofessional.

Concerned, I contacted the Prime Insurance call centre for clarification and was informed that the change was due to the proximity of Panel beater "two" to the assessment location. This raised several red flags for me:

No repairs had begun on my vehicle despite over a week having passed since the initial approval.

Panel beater "two" has extremely poor reviews and ratings online, raising concerns about the quality of service and the safety of my vehicle.

The lack of transparency and contradictory information shared with me has caused significant uncer*****y and inconvenience. My vehicle has remained untouched, leaving me without transport and disrupting my daily life for an extended period with no clear reason.

Additionally, the representative I spoke to on the call was rude, dismissive, and unhelpful. I requested that the repairs not be done by Panel beater "two" due to their poor reputation. I was then told the vehicle would be assigned to Panel beater "three" , which I accepted. Yet, the following day, I received yet another notification that the vehicle would be repaired by Panel beater "One" — contradicting the prior day’s update.

On Friday, 11 April 2025, I received a call stating that Panel beater "two" now refuses to release my vehicle and that I would need to be informed of this — without any explanation or recourse. When I inquired further, the agent said she had no additional information. This has unfortunately been the pattern throughout this process — little to no information, vague answers, and no access to a supervisor.

I am extremely dissatisfied with the way this matter has been handled. The constant changes, lack of clear communication, and dismissive attitude of customer service staff have left me feeling neglected, misled, and without support during a stressful time.