Pineapple Insurance (part of Old Mutual iWyze) Refuses to Cover Rental Car Charges Caused by Their Own Appointed Repairer’s Delay

I am livid!

I’m sharing this to highlight the unfair treatment I’ve received from Pineapple Insurance, which operates under Old Mutual iWyze.

My policy includes up to 30 days of rental car access in the event of accident-related repairs. After my car was damaged, Pineapple appointed Proline Auto Body to handle the repairs. The problem? The repairs took longer than 30 days, not because of anything I did, but entirely due to delays caused by Proline, their approved service provider.

Despite this, Pineapple has refused to cover the additional rental charges I had to pay beyond the 30-day period. This means I’ve been financially penalised for a delay caused by Pineapple’s own supplier.

I’ve raised the issue, provided proof of the extra costs I was forced to incur, and asked for a fair resolution, but Pineapple refuses to take responsibility.

This goes against the spirit of customer care and fair claims handling. As a loyal, paying customer, I expected Pineapple to act in good faith, especially when delays happen within their own supplier network. Instead, I was left out of pocket.

It’s clear as day that the fault lies with their own panel beater and yet I have to partways with almost R2,700 for the extra days that I had to keep the rental car while waiting for their own panel beater to finish repairing my car … and this is excluding the R4,500 that I had to pay for excess.

I have escalated this to the National Financial Ombud.