Bad Claim Service at Pineapple

I had an unfortunate accident 25/10/2025 that I didn't cause , I was bumped by a truck driver at the back of my car. Almost lost my life with my two daughters. 1. I called Sunday 26/10/2025 requesting for courtesy car, as it was part of my package when I took one when I took the insurance. Pineapple agents told me they can't assist me because the claim would need to be registered. So a client can get stuck over the weekend it is fine with them. 2. I registered a claim via a phone 27/10/2025, requested a courtesy car still couldn't get assisted same day. As they said they would arrange a car for with Avis. 3. Next day 28/10/2025 I call to follow up , ooh the lady who does the booking is not available but we will make a plan , I call several times as I am stranded. Only got a car at 15:30 after I directly called Avis and they couldn't find the booking. 4. Received an email of documents requested , photos , third-party information , accident report for which I submitted as requested. 5. I call multiple times to follow with the claim but it is not concluded. 6. I call again to follow up and I am told that I need to provide sketch of the accident for which I do 14/November 2025. 7. Couple of days pass, 17 November I get request to provide tow truck details as they couldn't get hold of tow truck guy to interview , I submit. 8. I keep calling to get an update , calling every day to be told they are busy with my claim. 9. I receive the message to return the courtesy car even when the claim is not concluded.i return the car 26 November 2025. Now I didn't have a car again and it is not pineapple fault as the claim is not concluded but I submi 10. I receive a feedback about certain things missing such as interview with the police officer , accident happening in Kempton park while it happend in Midrand. 11. Till today no concrete feedback , and the agent who is helping me doesnt communicate. 12. Called 01 December 2025 to ask is there anything missing from me to conclude the claim , no sir nothing is missing. 13. Spent a lot money calling daily get update , I am emotionally distressed about the entire process.

Conclusion: I need to stress about the insurance assisting me not getting to me, always calling and being **** that agent would call me back but doesn't. It's been over a month without the conclusion of the claim. This is really unacceptable and clearly doesn't care about the inconvenience of the customer.