1 reviews | Active since Sept 2020
Begging for service. Anything, even a smoke signal.
I have been trying to get car insurance on my car for more than a month.
I've been happily insured with Pineapple for a while now and recently car insurance was offered. I app**** on the app as is the norm and I keep getting an error message saying I already have insurance.
For me, this is fine. Its a new product there's going to be teething issues. What is not fine is that I've had to run after Pineapple to get updates since then. Nobody has ever come back to me just to even say listen, we still sorting your issue out. My last communication was on the 3rd September. I was told they need to speak to the underwriters. I assume they communicate via carrier ***eon and that carrier ***eon has been eaten by a cat.
It got to the point where I had to go to a different insurer however if love to use Pineapple it just seems Pineapple isn't interested in me.
Is this the experience I am to expect should I ever need to claim?
Am I being unreasonable?
Thanks so much for reaching out.
I apologize for what you experienced. You most certainly are not being unreasonable.
We have been experiencing this back-end issue and it is something we are taking extremely seriously. Unfortunately the issue was extremely technical and related to one of the back-end systems we are utilizing so there has been a number of layers to sorting it out.
The good news is that we have found a fix for it (that we are busy testing) and it will hopefully be deployed to production this week.
I completely agree that it is not acceptable that you have not heard anything from us or been updated.
I am going to put one of my Snr key account specialist on your account and they will be in touch with you tomorrow.
I can assure you that your business and having you as a customer is extremely important to us.
I would like to apologise for your experience once again. I hope we can make up for it. It is not the norm for us and it is not what you can expect from our service levels.
Kind regards
Marnus
CEO @ Pineapple
Thanks so much for reaching out.
I apologize for what you experienced. You most certainly are not being unreasonable.
We have been experiencing this back-end issue and it is something we are taking extremely seriously. Unfortunately the issue was extremely technical and related to one of the back-end systems we are utilizing so there has been a number of layers to sorting it out.
The good news is that we have found a fix for it (that we are busy testing) and it will hopefully be deployed to production this week.
I completely agree that it is not acceptable that you have not heard anything from us or been updated.
I am going to put one of my Snr key account specialist on your account and they will be in touch with you tomorrow.
I can assure you that your business and having you as a customer is extremely important to us.
I would like to apologise for your experience once again. I hope we can make up for it. It is not the norm for us and it is not what you can expect from our service levels.
Kind regards
Marnus
CEO @ Pineapple