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Rudi M

1 reviews | Active since Jul 2025

25 Feb 2026, 10:50

Worst communication and service ever

One of your Clients drove into the back of my vehicle on 28Nov 2025 and I had to claim through your 3rd Party insurance.

After all the wait finally recieved a settlement letter on the 13th January 2026. It was signed and sent back the following day on email with asking to confirm if you recieved it, but just getting your generic email that someone will get back in 2 days...

On 20 January 2026 I emailed again trying to get a answer with your lovely 2day generic email. So I phoned and followed up rather to get a confirmation.

According to the settlement letter "which is vague", it should be paid out 30 working days after receiving the signed paper (that I've sent on 14 January 2026). So no payment 30 working days later today,no suprised...

When I phoned at 8am on 25 February 2026, they said the lady is not settled in yet and they will request a callback. Nothing by 10am so I had to follow up again... Not suprised.

So when finally Reaching Thandi she couldn't aswell give a answer on my request, because according to your paper I'll get my payment in 30 working days, but also it makes another statement in the line above of just 30 normal days(that has also lapsed). But then she said the financial department does bulk payment and couldn't give a answer when that can happen.

Now clearly with the situation I lost my temper and can't get a straight answer with the entire situation. Just that its been escalated... Not helping at all with that statement.

I have asked for a email stating when I can recieve payment and when it was loaded or received on your side, but probably going to wait another month for that from Thandi.

Shocking how you treat people that's got the bad side of your clients causing the accident.

0
Replies (3)
Prime South Africa
Prime South Africa's reply25 Feb 2026, 12:54
Official
Hello Rudi, 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

RM
Rudi M's update25 Feb 2026, 12:58
Reviewer Update
Afternoon

Not to be nasty at all, but even your generic emails said 2 days and then no response what so ever when I waited for an answer normally.

Will be suprised to see if something happens.

Regards
Rudi
Prime South Africa
Prime South Africa's reply27 Feb 2026, 20:00
Official
Hello Rudi, 

Thank you for bringing this to our attention. We take feedback seriously because it helps us identify where we can improve the experience for our clients and third parties alike. 

At Prime, we hold ourselves to the same standard of commitment and clarity whether we’re assisting our own clients or a third party, and we aim to ensure every indemnity claim is handled transparently and without unnecessary delays. 

Our records show that your payment fell outside of our expected turnaround time, and we understand how frustrating this must have been. This delay is not reflective of the service standards we strive for, and we are already reviewing the breakdown in this instance to prevent a repeat of what should remain a rare occurrence. 

We can confirm that your payment has now been fully processed, and based on standard banking clearance times, it is scheduled to reflect in your account next week. 

Our Market Conduct team has been notified of your experience and will reach out to provide you with more detailed feedback on the steps we are taking to strengthen this part of our process. 

Prime’s indemnity claims process is built on trust and efficiency, settling third-party claims as swiftly and fairly as possible, so you can move forward with confidence. 

Committed to resolving your concern with care. 

Kind regards,
 The Prime SA Team