Charged After Same-Day Cancellation – Not Refunded

I am disappointed with my experience with Pineapple Insurance.

I took out a motor insurance policy on 27 February 2026 and cancelled it on the same day. Despite this, a premium was still deducted from my account on 2 March 2026. As no meaningful cover was utilised, I am entitled to a full refund in terms of the Consumer Protection Act and Policyholder Protection Rules.

I have sent multiple emails clearly requesting my refund and providing proof of cancellation. To date, I have received no resolution, only a vague response saying they need time to “enquire with refunds,” with no timeline or follow-up.

It has now been several days with no progress, no confirmation of refund, and no accountability.

This level of service is unacceptable: Their delayed cancellation processing, unauthorised debit after cancellation, poor communication and lack of urgency and no clear refund timeline.

I will now escalate the matter to the FAIS Ombud due to the lack of action so far.

I expected a much smoother and more professional experience. Instead, I’ve had to chase something that should have been handled immediately.

I would not recommend Pineapple based on this experience.