SR
Sandiswa R
1 reviews | Active since Dec 2025
09 Dec 2025, 12:49
Utterly disappointed
Claim number CL***
I got into car accident on 11/10/2025. I reported it to Prime immediately that I hit an object on R72, oil is leaking underneath the car and they communicated all the steps up until claim was approved, I paid the full excess fee almost immediately, they advised me about expected date to finish car repair, however now I've been informed by the Assessor(George) that the car have engine light on and they are not gonna fix the engine, to my surprise when claim was approved they never said anything about engine that is not included
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Replies (2)
Prime South Africa's replyOfficial
09 Dec 2025, 14:14Hello Sandiswa Rubushe, 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
The Prime SA Team
Prime South Africa's reply09 Dec 2025, 14:14
Official
Hello Sandiswa Rubushe, 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
The Prime SA Team
Prime South Africa's replyOfficial
12 Dec 2025, 09:38Hello Sandiswa R,
Thank you for your post. We understand how unsettling it is to be in an accident.
At Prime, we assess every claim fairly and transparently, using qualified assessors and approved repairers to distinguish between accident-related damage and pre-existing or unrelated mechanical problems so that we honour the policy correctly.
While the damage caused by the accident was repaired, the additional engine issues were found to be consequential damage resulting from continued use of the car after the incident. As is standard in the industry, this type of damage is not covered under your policy.
Our Market Conduct Team will contact you shortly to provide further clarity and answer any additional questions you may have.
Prime’s Reduce-to-Zero Excess benefit is designed to help clients pay less out of pocket when the worst happens, and we remain committed to explaining exactly how your excess and cover apply in your situation.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Prime South Africa's reply12 Dec 2025, 09:38
Official
Hello Sandiswa R,
Thank you for your post. We understand how unsettling it is to be in an accident.
At Prime, we assess every claim fairly and transparently, using qualified assessors and approved repairers to distinguish between accident-related damage and pre-existing or unrelated mechanical problems so that we honour the policy correctly.
While the damage caused by the accident was repaired, the additional engine issues were found to be consequential damage resulting from continued use of the car after the incident. As is standard in the industry, this type of damage is not covered under your policy.
Our Market Conduct Team will contact you shortly to provide further clarity and answer any additional questions you may have.
Prime’s Reduce-to-Zero Excess benefit is designed to help clients pay less out of pocket when the worst happens, and we remain committed to explaining exactly how your excess and cover apply in your situation.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team