Bad Review – Pineapple Insurance

I am extremely disappointed with the way my claim was handled by Pineapple Insurance.

I submitted a claim on 6 February after my vehicle suddenly broke down. The steering wheel seized first, followed by a loud bang, and the car stopped driving completely. When Pineapple contacted me on 9 February, I was told that an “incident” only applies if you hit something like a tree, and that my situation sounded like mechanical failure, which they do not cover. I explained that from my perspective it was still an incident because the failure happened suddenly while driving, and I was told the matter would be referred to an assessor.

What concerns me most is what happened afterwards. When I later tried to cancel my insurance, I suddenly received a call saying that an assessor had already inspected the vehicle and concluded that the issue was an oil sump failure. This was surprising because the workshop confirmed that they were still waiting for the assessor to come and physically inspect the car. According to them, no assessment had taken place — only a phone call to the dealer.

This left me feeling misled and frustrated. If the claim is not covered, that should simply be explained honestly and transparently. Giving information that does not match what the workshop says creates distrust and makes customers feel like their concerns are not being taken seriously.

I expected better communication and transparency, especially during a stressful situation involving a vehicle breakdown. Unfortunately, my experience has been disappointing and has damaged my confidence in this insurer.