Bad service

I am writing this to complain regarding how my matter was handled. I was involved in an accident on the 21st of October and did my claim under old mutual by took insurance with Pineapple. On the accident day I was ****** my mobile phone and couldn't reach pineapple as all claims are conducted on their app.

Tow truck was their and they also tried to search pineapple number and also failed, they therefore advise me that they will take the car and I must contact my insurance then they will deal with them. They then took the car and I refused to sign their slip but give them.my details as they took mine.

I then managed to get hold of old mutual to do my claim and also share info of the company that towed my car. They also advise they will deal with them. Couple day after incident I received a call from person introduced himself as validator and he will be taking my case.

Time went as no info came through to me regarding my claim. I sent tons of messages to their app with little response. Tow company started calling me demanding their money but I told them that they advised that they will deal with my insurance. After some time same time company called me advising my insurance paid value of R5200 but refuses to pay balance.

I did follow up then email was then sent to me as profounding affidavit that they were charged incorrect and they taking matter to high court to get letter of demand. I have since been waiting till yesterday the 11 of December that my claim was rejected and going forward I will have to deal with Towing company to retrieve my car, also legal team will retrieve money they paid to tow company from me.

I don't understand why now I have to deal with tow guys if they are taken to court and why acknowledge and pay R5200 to them but now that has to come out from me. Also as I was advised my claim was rejected over the phone why formal documents were not sent starting those reason for rejection. To add on this today 13/12/2023 I have received an email from pineapple starting my policy was cancelled effective from 21/10/2023 the day I made my claim. I don't understand how my claim was cancelled when money was deducted from my account and no formal cancellation I did on my side.

May you kindly assist

Kind Regards Nelson