1 reviews | Active since Nov 2024
Worst Experience Ever - Towing
Dear Ian S, I have read your review submitted on the (15 Dec 2025) and want to comfort you to stay strong. I 100% understand your pain as I am in the same situation. I hope you are okay. In November I got 2tyre punctures due to pothole or Sharp tar edges. I then phoned Prime South Africa via the App for Roadside assistance cos I had a spare tyre. The consultant told me that the incident will be classified as an accident. I tried to explain that it is not an accident (only tyres were damaged). I was told that this incident will be classified as an accident cos I can't drive from point A to B due to flat tyres (LOL). Therefore, they will arrange a tow to take it to a place of safety in order to assess if there were any further damages (makes sense to me). Guess what, the consultant never mentioned any costs related to this. So I thought this would free since it is a comprehensive cover. Later that week, they sent an email saying that the claim has been rejected because the policy does not cover tyres and rim. Therefore I have to pay a release fee of R4300 (within 10 days otherwise I will be charged storage fee LOL). Everytime I query this issue...the consultant either drops the call or says they are transferring me to the relevant person and the phone will ring for about 5mins until I give up (LOL). The consultants are also inconsistent with their answers. One told me that the services were supposed to be free so they have escalated it to the supervisor to solve it (Still no feedback) and the other told me otherwise. I have sent an email so that I can have one answer in writing but did not get any response. On the policy document, I don't see anywhere where they describe getting tyre puncture as an accident. Prime South Africa is failing to point it out too. I wanted to know why the consultant misled me and not mention the costs. Their adverts/promotions are misleading as well, they mentioned that if you want to avoid surprise costs ...you should arrange towing via the App/roadside assistance. I did this but still got surprise costs. I am just defeated. My tracker shows that the car was idling for about an hour and also driven for 0.1km at the storage. They don't want to send me the assessment report which I was promised. I don't even know what was assessed on my vehicle or what was done to it. This is worrisome The funny part is, this is my first car and they are my first insurance. And guess what, they gave me the worst first time experience. Im not even enjoying this festive season. All because I trusted Prime South Africa. What I wish I should have done. Call my family for assistance or ask a stranger to borrow me their spare tyre until I drive to a place of safety. Now I have to pay R4300. Plus buy new two tyres. THIS IS HOW I BLEW MY FESTIVE MONEY.
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
Thank you for your post. We understand how frustrating and disappointing this situation must have been for you, especially during the festive season.
At Prime, we take pride in ensuring that our clients clearly understand what they are covered for, so as to avoid any surprises at claim stage.
A review of your purchase call confirms that our team clearly explained how and when you would have cover for towing fees. In addition, when you called in to arrange roadside assistance, you were again advised that towing costs would only be covered if your claim was approved. As you chose not to add the Tyre and Rim Benefit to your policy, we were unfortunately unable to approve your claim.
In cases where both tyres are damaged, there is often a risk of undercarriage damage, and with only one spare tyre available, towing is usually the only safe option.
Our Market Conduct Team will be in touch with you shortly to address your concerns in more detail.
With Prime’s Tyre and Rim Benefit, you can be covered for qualifying tyre and rim damage, giving you added peace of mind on the road.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team
Thank you for your post. We understand how frustrating and disappointing this situation must have been for you, especially during the festive season.
At Prime, we take pride in ensuring that our clients clearly understand what they are covered for, so as to avoid any surprises at claim stage.
A review of your purchase call confirms that our team clearly explained how and when you would have cover for towing fees. In addition, when you called in to arrange roadside assistance, you were again advised that towing costs would only be covered if your claim was approved. As you chose not to add the Tyre and Rim Benefit to your policy, we were unfortunately unable to approve your claim.
In cases where both tyres are damaged, there is often a risk of undercarriage damage, and with only one spare tyre available, towing is usually the only safe option.
Our Market Conduct Team will be in touch with you shortly to address your concerns in more detail.
With Prime’s Tyre and Rim Benefit, you can be covered for qualifying tyre and rim damage, giving you added peace of mind on the road.
Committed to resolving your concern with care.
Kind regards,
The Prime SA Team