Old Mutual and Pineapple will leave you in a lurch when done wrong by their service provider (Proline RenewIt Autobody)

My vehicle was written off after Proline failed to repair it properly, which led to complete engine failure. After a long back-and-forth, where I had to fight for accountability, Proline eventually admitted fault and their insurer agreed to pay me out for bad workmanship.

The problem is that I was instructed by Pineapple Insurance (my insurer) to take my car to Proline in the first place. Proline is their appointed service provider. Yet throughout this ordeal, Pineapple has been completely silent – offering me no support or intervention as their client, despite the fact that this dispute exists only because they directed me to Proline.

To make matters worse, Proline is now demanding that I return the courtesy car, even though they have not yet paid me the agreed settlement for my written-off vehicle. How can I be expected to return the car when I have not received the payout I need to replace my vehicle? This is unfair and amounts to bad faith insurance practice.

This is why I am appealing directly to Old Mutual, as the underwriter of Pineapple Insurance, to step in and ensure this matter is resolved. As the underwriter, Old Mutual has a responsibility to ensure that Pineapple and its appointed service providers act in good faith and honour their obligations to clients. Yet months later, I remain without a car, without the settlement, and under pressure to return the courtesy vehicle.

This situation highlights: • Proline’s negligence and poor workmanship, which destroyed my car. • Pineapple Insurance’s failure to protect its client and enforce accountability. • Old Mutual’s responsibility as underwriter to intervene and ensure the settlement is honoured.

I have comp**** with every requirement. Months later, I am left stranded – no settlement, no replacement car, and no meaningful support from either Pineapple or its underwriter. I call on Old Mutual to urgently step in and enforce the payout without further delay.

Regards Zukelwa