VD
Vincent D
1 reviews | Active since Jun 2025
08 Sept 2026, 14:05
When You Need Your Insurer Most, They Let You Down
Very concerning experience with this insurance company. When you are looking for insurance, they are quick to call, follow up and make sure you become a customer. But when you actually have an accident and need the insurance you have been paying for, the experience feels completely different — it feels as though the customer suddenly doesn't matter. My claim was rejected without anyone physically inspecting the actual accident location. The assessment re**** on Google Maps, even though the road layout shown does not accurately represent the actual road conditions, and the drawing is not to scale. I find it extremely concerning that such an important claim decision can be made without physically verifying the location. This experience has seriously damaged my trust in the company and its claims process. Very disappointing experience and definitely not what I expected from an insurer.
Helpful (0)
Replies (3)0
Replies (3)
Prime South Africa's replyOfficial
08 Sept 2026, 16:18Hello Vincent, 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
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
Prime South Africa's reply08 Sept 2026, 16:18
Official
Hello Vincent, 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
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
Prime South Africa's replyOfficial
11 Sept 2026, 13:25Hello Vincent D,
Thank you for taking the time to share your experience. We value all input because it helps us improve how we support clients when they need their cover most.
Thank you for taking the time to share your experience. We value all input because it helps us improve how we support clients when they need their cover most.
Following a detailed review of your claim, we’re satisfied the decision was fair and in line with your policy. Our records show the accident happened while the driver was overtaking across a clearly visible solid barrier line, with no emergency present, and this behaviour is specifically excluded under the policy, so we can’t extend cover for the damages.
Our Market Conduct team has been alerted and is already in contact with you to provide further clarity.
As you may know, Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure a delightful client experience.
Committed to resolving your concern with care.
As you may know, Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure a delightful client experience.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply11 Sept 2026, 13:25
Official
Hello Vincent D,
Thank you for taking the time to share your experience. We value all input because it helps us improve how we support clients when they need their cover most.
Thank you for taking the time to share your experience. We value all input because it helps us improve how we support clients when they need their cover most.
Following a detailed review of your claim, we’re satisfied the decision was fair and in line with your policy. Our records show the accident happened while the driver was overtaking across a clearly visible solid barrier line, with no emergency present, and this behaviour is specifically excluded under the policy, so we can’t extend cover for the damages.
Our Market Conduct team has been alerted and is already in contact with you to provide further clarity.
As you may know, Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure a delightful client experience.
Committed to resolving your concern with care.
As you may know, Prime has a skilled Market Conduct Team that specialises in ensuring that our clients' voices are heard and aid in streamlining processes to secure a delightful client experience.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
The Prime SA Team
VD
Vincent D's updateReviewer Update
12 Sept 2026, 11:08Thank you for your response.
I would like to clarify the circumstances of the accident because I do not agree with the description that I was simply “overtaking across a clearly visible solid barrier line.”
There were two vehicles that were stationary on the side of the road. I proceeded past these stationary vehicles because there was sufficient space available on the roadway for me to pass. I was not entirely positioned on the oncoming side of the road as your response suggests.
The actual width and physical layout of this particular section of road are therefore extremely important when assessing what happened.
This is precisely why I have requested a physical inspection of the accident location. If someone from Prime had physically visited the location, they would have been able to assess the actual length and width of the road, the available space and the way vehicles can realistically position themselves when passing stationary vehicles.
Instead, if the assessment of the location was based primarily or solely on Google Maps, I have serious concerns about whether the actual circumstances were properly investigated. A Google Maps representation cannot, by itself, establish the precise usable width of the road, how the two stationary vehicles were positioned, how much space was available to pass them, or exactly where my vehicle was positioned at the time of the incident.
What concerns me most is that the assessment appears to have focused on identifying the presence of a solid barrier line and then using that fact as the basis to decline my claim, rather than taking the additional step of understanding the actual road layout and circumstances in which I passed the two stationary vehicles.
As a customer, this gives me the impression that the focus was on finding a reason why the claim could be declined rather than fully investigating the circumstances to determine whether I was actually in breach of the policy.
This is particularly disappointing because insurance is something a customer pays for with the expectation that, when a genuine need arises, the insurer will properly investigate the circumstances and provide the assistance and protection that was promised when the policy was taken out.
I am therefore asking Prime to reconsider whether the investigation was sufficiently thorough and whether relying on an online representation of the road, without physically inspecting the location, was appropriate in circumstances where I have specifically disputed the road layout and available space.
I welcome the involvement of the Market Conduct Team and hope that they will look at this matter from the perspective of a customer who is asking for the circumstances of the accident to be properly investigated, rather than simply accepting the initial assessment.
I remain willing to cooperate with any further investigation and would welcome a proper physical assessment of the accident location.
VD
Vincent D's update12 Sept 2026, 11:08
Reviewer Update
Thank you for your response.
I would like to clarify the circumstances of the accident because I do not agree with the description that I was simply “overtaking across a clearly visible solid barrier line.”
There were two vehicles that were stationary on the side of the road. I proceeded past these stationary vehicles because there was sufficient space available on the roadway for me to pass. I was not entirely positioned on the oncoming side of the road as your response suggests.
The actual width and physical layout of this particular section of road are therefore extremely important when assessing what happened.
This is precisely why I have requested a physical inspection of the accident location. If someone from Prime had physically visited the location, they would have been able to assess the actual length and width of the road, the available space and the way vehicles can realistically position themselves when passing stationary vehicles.
Instead, if the assessment of the location was based primarily or solely on Google Maps, I have serious concerns about whether the actual circumstances were properly investigated. A Google Maps representation cannot, by itself, establish the precise usable width of the road, how the two stationary vehicles were positioned, how much space was available to pass them, or exactly where my vehicle was positioned at the time of the incident.
What concerns me most is that the assessment appears to have focused on identifying the presence of a solid barrier line and then using that fact as the basis to decline my claim, rather than taking the additional step of understanding the actual road layout and circumstances in which I passed the two stationary vehicles.
As a customer, this gives me the impression that the focus was on finding a reason why the claim could be declined rather than fully investigating the circumstances to determine whether I was actually in breach of the policy.
This is particularly disappointing because insurance is something a customer pays for with the expectation that, when a genuine need arises, the insurer will properly investigate the circumstances and provide the assistance and protection that was promised when the policy was taken out.
I am therefore asking Prime to reconsider whether the investigation was sufficiently thorough and whether relying on an online representation of the road, without physically inspecting the location, was appropriate in circumstances where I have specifically disputed the road layout and available space.
I welcome the involvement of the Market Conduct Team and hope that they will look at this matter from the perspective of a customer who is asking for the circumstances of the accident to be properly investigated, rather than simply accepting the initial assessment.
I remain willing to cooperate with any further investigation and would welcome a proper physical assessment of the accident location.