Bad service

On the 2nd August 2022 just after 17:00 I parked my car on its usual spot in front of my flat where our parking is allocated. I have waited for my fiancé to come home so we can start with dinner. After he arrived. While I was sitting outside smoking as I do not smoke in my house and was busy on my phone I heard a loud noise and my fiancés asked me what was that? We went outside and with a shock realizing that there is a car that had crashed into my car. I went to the driver seat and realize that there where no one in the car. We have a WhatsApp group that we communicate with the other residents in the complex. My Fiancé have send a message asking whose car it is. Mr Prince came to the car and said it’s his car. He will pay for the damages. I took photos from the scene and went in to report it to Pineapples app as I did notice that you can do it on there. I was not sure how to do it and by the time when it asked for a case number I tried to use the website of reporting the case that Pineapple give you on the app, but did at the point where the website did not worked. When I went back in to the Pineapple app I saw that the claimed was register. As I was not sure if I did it correctly I was thinking that someone will phone me regarding this if done wrong and to discuss the accident. On the 4 of August 2022 we had a planned family trip until 10 of August. I was shocked that as I did not hear anything from Pineapple. I did send a query (12/08/22) on the App again but the response that I have gotten is that someone will call me. On the 15/08/22 I went to a car repair place that I have worked with in 2019 and asked them for a quote on my car as I was pretty sure that Pineapple won’t help as I did not receive any communications from them in 14 days. After I did get the quote I have send it to Mr Prince as well with how much it will cost for me to hire a car as my car will be in for 12-14 days, Mr Prince told me that he won’t pay it and he want to take my car to some other places. As my car is still under warranty and Mr Prince does not have insurance so in a case where I use a place that I do not know or they are not a ford accurate place I will lose my warranty on my car. At that time I really felt helpless and did not know what to do as I thought to myself I still have my incurrence to help me, I also have asked our lawyers help. (16/08/22) I have sent a mail to the complains department asking why they haven’t phoned me and that I’m really unhappy. It was that hope inside me as for the place that I pay loyal every month can just help me. At 13:30 (16/08/22) Warren Ferreira phoned me, I have told him that I am unhappy and at this moment feel that Pineapple is not callable of helping me as I did speak to our lawyers to help me with this, but he assured me that they will help. I have asked him is it not wrong to go through with Pineapple and my lawyers he did tell me no. (50 mins 18 sec) Warren and myself conversation So first Warren asked me to describe my day to him. I was a bit confuse, and asked him do you mean the accident? He reply with no from the moment I woke up and until the accident. I said to him I am not sure how this will help as he said it is for them to be able to determine the claim. So I have started to explain my daily routine. I woke up get ready for work took my child to school and the he stopped me and asked what school as well is it primary or secondary? I was really stunt with the questions. We then got to the part as I explained the accident. He then told me he will be asking me more questions. He kept asking me while I was driving did I hit the brakes, did I use my phone can they retrieve data from my phone, did I use the GPS on my phone, did I call any one? Did I consume alcohol before or after the incident, did I buy anything that day like groceries, alcohol and how did I pay for it??? Was the road clear do I use this road often, where there any road signs how much was the speed limit? At this time I have felt like so angry the more I told him that it is not applicable as I was not in my car the more he asked questions. I understand this questions maybe if someone died and I was at fault, but as I said I was in my garden at the other side of the house smoking and the ***s who’s car bumped into mine not in his car. After his phone called I really felt like a ******** that ***** and abuse alcohol.

That same day 21:19 PM (16/08/22) I have send a mail asking for a recording of the call we had as I really wanted to find out why all this questions that I feel is not needed. He have said that he can’t send me the recordings as it is against the POPI ACT and need to go to Old Mutual office. I then asked for an address as well where in the POPI ACT this is. I also have asked that I do not want to deal with him Warren as I felt that I was not treated right I have asked to speak to one of his managers. His reply was the following Hi Carlozhe,

Its the Old Mutual Insure building

Address: Wanooka Place, 4 St Andrews Rd, Parktown, Johannesburg, 2193

Its important information of your policy contract.

Regarding (PPI)- Protection of Personal Information

Policy document Pgs. 14 of 32

19. YOUR RIGHT TO ACCESS AND CORRECT YOUR INFORMATION

19.1 You have the right to request details of any personal information we hold about you. To do this, simply visit our Underwriter’s Group

website at www.oldmutual.co.za and view the Promotion of Access to Information (PAIA) manual which contains details about the

procedure you must follow to request access to information held by Us. Please note that any such access request may be subject to

a payment of a legally allowable fee, depending on the nature of the information to which you require access.

You may kindly send your request to the ***********

Regards

(17/08/2022) Warren phoned me again and told me that he have feedback as for my car the quote is R2500.00 and more than my excise fee I have told him that he need to please put everything for me in a mail and please ask one of his managers to phone me as I have asked I do not want to deal with him any longer, he said he will. He never send me a email. After I then again have sent him a mail asking for one of his line managers and asking him to put our conversation in a mail.

I then have send the next to ----- Forwarded message --------- From: Carlozhe Schwartz <***********> Date: Thu, 18 Aug 2022, 11:43 Subject: Policy number ********** To: <***********>

Good day Would you please help me with the next

Please have a listen to the conversation between myself and Warren Ferreira on 16 August 2022 at 13:30 (50min 18sec) relating to claim: ********** for policy: ********** and provide the standard questionnaire highlighting the questions raised as I find the questions raised by Warren Ferreira inappropriate, offensive, invasive on me and my family and utterly irrelevant to my claim.

The nature of the incident was explained to Warren, photos of the incident as well as a police report on the incident were also provided.

Further, I would also like to see the appointment of Warren Ferreira as an accredited assessor for Old Mutual as I was told by Warren that the damages will amount to only about R2000, this after I already took my car to Saturn Auto Body - Gezina (a Ford accredited panel beater) since my car is still within the warranty period Twice and the reply I got Only on the 22/08/22

Good day

I apologize the service you received Please can you highlight to me the questions that were asked that you took offensive and invaded you and family’s privacy so I can investigate the matter. Regarding the quote please also kindly forward me the quote you did privately so we can also escalate it to our assessor. Accepted my apologies for the delay in response as we don’t work on weekends and only had the opportunity to see your email and acknowledge it. Regard I have asked for the questions to be sent to me so I can highlight it but now a few days later Thandeka Makama did not reply.

I just wonder now is Mr Warren and Thandeka the only two people that work for Pineapple, as now almost a month and yet no one can just pick up a phone call me and get this sorted as well answers my questions and help me to sort my car out. I do not have words to describe the feeling. I feel for a year I have paid and believed that this will be a incurrence that will help me in matters like this but now I feel that I want to leave and that I want to warn everybody about this so I beg of you please see my mail in a serious light as I was typing this mail and taking my time I was thinking that I am busy wasting my time but believe me as I sit here and feel that Pineapple don’t give a damn and this will not be sorted I will definitely share my whole letter everywhere as I feel NO PERSON must go through what I went the last month.