Claim 315 Days and counting not resolved...

On 27 July 2025, our vehicle was involved in an accident after being struck by a driver who was intoxicated. We followed all the required procedures, reported the incident, obtained a police case number, and submitted supporting evidence, including photographs and video footage.

Our claim was initially declined on the basis that we had only been insured with Pineapple for approximately two months. Believing this to be unfair under the circumstances, we continued to engage with Pineapple and escalated the matter through the appropriate channels.

Over the following months, we continued paying our insurance premiums in full while trying to obtain clarity on the claim. After numerous emails and escalations, we received communications that led us to believe that the matter was progressing and that repairs would proceed. We were instructed to contact the appointed repair network, Auto Magic, so that a repairer could be allocated.

However, when we contacted the panel beater, we were informed that the claim had been cancelled. Since then, we have continued to seek answers, but we have not received a clear and final explanation regarding the status of the claim.

Today, it has been 315 days since the accident occurred. During this time, we have continued to honour our obligations by paying our premiums every month, yet we still do not have a clear resolution. We have gone from a declined claim, to communications indicating repairs would proceed, and then back to being told the claim had been cancelled.

This experience has left us extremely disappointed and frustrated. After waiting 315 days, we are no longer interested in pursuing repairs through Pineapple. As a gesture of goodwill and to bring this matter to a close, we respectfully request that Pineapple consider refunding the premiums paid during this period so that we can repair the vehicle ourselves and move forward.

We are simply seeking a fair, transparent, and final resolution to a matter that has now been ongoing for almost a year. *** Ominsure ***