Claim number ***

I hope this message finds you well. I am reaching out to express my concerns regarding a recent experience with Pineapple's services following my registration two months ago. Approximately ten days ago, I encountered a pothole, which necessitated the filing of a claim. Unfortunately, I was not informed during the registration process that claims made within the first six months would require an additional payment of R6500, alongside the excess fee.

On Friday, I had the opportunity to speak with Katlego Seima, who kindly informed me that my claim had been approved. However, I was surprised to learn that I would need to pay an excess amount of R10700, as this was not previously disclosed to me. Katlego assured me that she would review our initial conversation and provide an update on Monday, but I have yet to receive any further communication.

Today, after a follow-up, I received an email reiterating the same information as conveyed last Friday. I inquired about the promised follow-up regarding the voice recording of our initial discussion and was informed that Katlego had been handling a high volume of calls. While I understand the challenges that come with high call volumes, I believe clear and timely communication is essential, especially in matters that significantly affect customers.

In addition to the above, I would like to address the vehicle assignment issue. When I signed up, I specifically requested a VW Polo TSI; however, on the day of the incident, I was provided with a VW Polo Vivo. This inconsistency raises questions, and I would greatly appreciate clarification on how this occurred.

I am hopeful that we can resolve these matters promptly, as I believe that addressing these concerns will enhance the overall customer experience. Thank you for your attention to these issues, and I eagerly await your response.

Azukiswe Gqagqa *** ID number ***