Appalling Customer Service and Claims Experience – Pineapple Insurance Has Failed Me

Dear Pineapple Insurance,

I am writing this review to express my deep dissatisfaction with the manner in which my recent claim has been handled by your team. As a businessman who has insured all my private vehicles with Pineapple, I expected a level of service that is professional, timely, and reflective of the trust I placed in your company. Unfortunately, my experience has been nothing short of appalling.

On 27 March 2025, I was involved in an accident with my Land Rover—a vehicle I personally purchased for cash and not through finance. I followed due process by reporting the accident and lodging a claim. Initially, I was encouraged by the level of professionalism demonstrated by your case officer, Erine, who promptly contacted me, kept me updated via email, and showed a clear sense of commitment to resolving my claim.

However, once Erine went on leave, the communication and support from Pineapple Insurance completely collapsed. I received no updates, no responses to emails, and no courtesy calls. I only learned that Erine was away after I took the initiative to repeatedly call your office, as I was being completely ignored. At this point, I was told that my claim had been reassigned to a consultant named Thabang. Shockingly, Thabang has never contacted me—not once—to introduce himself, provide an update, or indicate the status of my claim.

Worse still, it was only after I followed up that a call centre agent informed me that there was "outstanding information" on my claim—information I was never notified about by any claims consultant. This is utterly unacceptable. Clients should not have to chase their insurance providers for updates. When I requested to speak to Thabang, I was told I would be contacted and informed during the following week. That promise, like many others from Pineapple, has not been fulfilled.

It has now been over 30 days since I submitted my claim and there has been no progress whatsoever. The lack of communication, accountability, and urgency reflects a company that does not value its clients. It is deeply disheartening to be treated like a burden rather than a valued customer—especially after years of loyalty and paying premiums without a single prior claim.

To make matters worse, I had plans to insure all my company vehicles and trucks with Pineapple, but I am now actively seeking a new insurer—one that understands the importance of customer service, dignity, and respect. As a low-risk client with no claims history, I am appalled that Pineapple’s only consistent action has been to debit my bank account, with no concern for my well-being or the status of my vehicle.

Your service has failed me when it mattered most. I urge anyone considering Pineapple Insurance to think twice, especially if you value reliability and prompt support in times of need.

Sincerely, Dave Mohlala Businessman & Long-Standing Client