Prime Super

So long story I applied for my Super on the 27th of April got the papers a week after Easter filled them out sent it through email with my ID to get a email and txt a week later saying they needed more information. We all know the ATO does not send your tax assessment anymore so more delays, a month later we get the assessment take that and my birth certificate to the CRC to be photocopied and then to the pharmacy so she could overlook them and sign them off. I did all this without a car I live 35 minutes from the nearest town my car broke down 2 months ago and my partner and I are starving how long does it take to assess an application I just want my Super it's my money.

First I would say don't waste your time I have been trying to change my name with prime since October 2025 I have sent them everything they have asked for plus more but not enough the ladies on the phone say 1 more declaration then it is good mind you I have sent 4 already plus all my id It should be this hard prime . I would not recommend.

[Original Review from around December 2024] I've been a happy customer of prime super until recently. As I had to leave Australia I had asked Prime Super how to verifiy my Passport copy for my DASP and had been told that a signature from the Justice of Peace would be fine. After having left Australia I received an email that the Justice of the Peace's passport copy would not be accepted. That's a paradoxon. My nearest Embassy is now 850 Kilometers away, I have no chance of getting there in time and there is nothing wrong with my passport copy. The Justice of the Peace is an Australian Government representative and I have forwarded their email attesting the authenticity of my passport copy. My wife received exactly the same hustle. Worse than a bad super fund is one that doesn't want to pay out your DASP. We just got married and need our funds. After 7 years of being a happy client I now have to say don't become a customer here. I never leave reviews, but I had to leave this one here unfortunately. I'm happy to take down this review in case prime super can accept an official government copy. [Update from now 29.04.25] After having sent some 20ish emails back and forth and sending extra forms to keep my account open, the issue still hasn't been resolved. When I thought everthing would be fine I got a last minute message that I would have to relodge my application, which I did. I managed to get a new passport copy from the Australian Consulate from Sao Paulo, which has been sent via express and has arrived some 3 weeks ago in Parramatta. I asked if my DASP payment is on the way now and if everything would be fine and got no answer since 3 weeks. I explained that the issue is creating financial hardship and got pretty much only standardised emails back after which contact seems to have broken off now. Never had so many issues with any company. Pretty much none of my questions have been answered, I do not know if my account is still open, if my renewed DASP application has arrived or if the DASP payment is on the way. [Update from 09.01.2026] One of our DASP payments has still not been paid out. The issue has apparantly been forwarded to the senior management. No correspondance came back. Do not use this company!!!

Don’t ever try to roll over your super if your with prime They have no interest in assisting you. They won’t allow you to talk to a manager, hide behind a lack of knowledge and understanding of the super rules. Have had to lodge complaints with APRA and the media in order to get someone to help me fix the issues they caused. Then they cancel my insurance out of spite. Terrible service and company to deal with

I applied for compassionate release of superannuation, I am very happy with the outcome. The staff were very helpful and friendly. I had no trouble talking to someone on the phone. They said the process takes about five days; mine only took about two. I was worried at first, going by the reviews I read, but my outcome was very positive. Thank you to the staff at Prime Super.

Worst people to deal with when you are trying to withdraw your own money still nothing and like few months. - copied from the review board and i cannot disagree. Facing the same problem as my wife, my wife's super fund MERCER has already release within days of receiving the documents required, her monies has been credited to her account and settled in a brief. Even provided multiple uncalled for documents (including NSW police cert stating both format of name) to evidence my name in different format "last name, first name" format instead of the usual "first name, last name" has no avail. Sent multiple times through their email requesting them to seek approval with evidencing my name and got silent in return. Better think thrice before choosing prime super. Alot of hassle will surface in the future when you intend to withdraw your monies.

I cudn t log into my account. It seems my birthdate was entered wrongly, so I have had to supply ID via snail mail. ( Y did I have to do that wen their technical people just needed to correct their mistake.) I did that & then was told by a 2nd person that I needed to supply my birth certificate. (Simon was very helpful he looked for the docs I had sent & sent me information.) I hav just moved so finding my BC was difficult so a VEVO doc from the Dept of Immigration with all my details was supplied. The problem now is that they haven't scanned this into their system. (So I emailed the VEVO doc to them again.) No not on the system yet. I also applied to get some of my super and was told they wud try & escalate it. (Y don t I believe them) I xplained my situation is difficult. Different story, different person. So same dialogue, "we'll get back to U" - can t do anything until U r on the system...I m starting to wonder if my money is still there...? All this because of an error in my pin their end, meanwhile I m jumping thru hoops. It is their responsibility to correct the error. Not happy!