CM
Charles M
1 reviews | Active since Mar 2026
01 Mar 2026, 09:43
Worst claim experience
My vehicle is at the panelbeaters and as per them prime supplies the parts your rental agency took my rental car back on Friday and My car is still not done and I'm stuck without a car and when I ask for an extension I was told to pay out of my pocket. You recommended the panelbeaters and u delayed the repair of my car due to know parts. U took your premium without fail and I'm stuck without a car
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Replies (2)0
Replies (2)
Prime South Africa's replyOfficial
02 Mar 2026, 07:04Hello Charles , we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's reply02 Mar 2026, 07:04
Official
Hello Charles , we’re sorry to hear about your experience and thank you for giving us the opportunity to make it right.
We’re reviewing the details and will respond within 2 days. Please click “see more” to follow the update.
Kind regards,
The Prime SA Team
The Prime SA Team
Prime South Africa's replyOfficial
04 Mar 2026, 12:46Hello Charles M,
Thank you for your post. We understand the impact being without your car has had on your day-to-day mobility and recognise the frustration this has caused.
To protect our clients, Prime manages the sourcing of parts directly through approved suppliers. This ensures that only safe, manufacturer‑compliant parts are fitted to your vehicle. While this can be affected by supplier delays, it helps us maintain consistent repair quality. In your case, the door handle needed for your vehicle is currently on manufacturer back order. The repairer has confirmed that releasing the car without this part would compromise your safety, so it cannot be returned until the correct component arrives.
Car hire is an additional benefit with set limits, and once the number of days on your plan is reached, we unfortunately can’t extend it further under your policy.
For your peace of mind, we’ve alerted our Market Conduct Team of your concern and you can expect to hear from them shortly.
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
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Prime South Africa's reply04 Mar 2026, 12:46
Official
Hello Charles M,
Thank you for your post. We understand the impact being without your car has had on your day-to-day mobility and recognise the frustration this has caused.
To protect our clients, Prime manages the sourcing of parts directly through approved suppliers. This ensures that only safe, manufacturer‑compliant parts are fitted to your vehicle. While this can be affected by supplier delays, it helps us maintain consistent repair quality. In your case, the door handle needed for your vehicle is currently on manufacturer back order. The repairer has confirmed that releasing the car without this part would compromise your safety, so it cannot be returned until the correct component arrives.
Car hire is an additional benefit with set limits, and once the number of days on your plan is reached, we unfortunately can’t extend it further under your policy.
For your peace of mind, we’ve alerted our Market Conduct Team of your concern and you can expect to hear from them shortly.
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
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team