Avoid at all costs - the ABSOLUTE WORST

It saddens me to have to share this review but I am now at the end of my tether.

Pineapple offers their customers the absolute worst customer experience - they are quick to sign you up, quick to take your money … and unbelievably, negligibly slow to process your claim.

1. I had an accident on the 30th of July, and submitted a claim shortly after the accident. Today is the 1st of September - and the claim is yet to be “validated”?

2. You cannot call them, you can chat to them via the app, but the turnaround time is a day. So let’s have a look at that conversation: “I have a query on my claim” … 1 day later …“Please send us your claim number” … 1 day later … “Your dedicated claims person will get back to you”. This has been going on for weeks.

3. My “dedicated” claims person’s phone could not reach my phone for days … only once I threatened to escalate the matter did she get back to me… since then… she barely replies to my emails or requests for an update via the call centre. I can’t call her so my only option is email or chat - to which I barely get any response.

4. The call centre … so one of the chat operators gave me a number to call (when I was losing my mind with them)… you reach Old Mutual 🤣 so now I can say that not only is Pineapple useless, but Old Mutual is as useless since you are actually dealing with Old Mutual via a disastrously awful, glitchy app called “Pineapple”. So now I call Old Mutual nearly every day, and I’ve heard my claim is with the team leader, then it hasn’t been sent to the team leader … so who actually knows what is going on because I don’t.

Don’t be fooled by the positive reviews; Pineapple rewards customers to post reviews; these are new customers who want to earn rewards. They have no idea what pain awaits them should they need to claim for anything they pay to have insured … The App is focused on gamifying your experience - but the core of the offering is neglected: 1. Chat functionality - nonsense 2. Claiming - my claim status hasn’t moved since I submitted it. No updates. 3. I got notifications about points or whatever - but a critical notification about my car inspection wasn’t delivered.

I can only assume they are finding every reason not to approve my claim which I have absolutely no tolerance for. I pay premiums, I had an accident, and I fully expect my claim to be approved (within a few days), and for my car to be repaired. That is why I have insurance. The lack of appreciation of the fact that their customers are without their cars while they sit on claims for weeks is just atrocious. I shudder to think how long until I get my repaired car back.

Whatever you do, do not insure anything with Pineapple and by extension… Old Mutual.