Claim submitted on 3 June 2022- still waiting for it be processed 4 July 2022!!!!

Pineapple communicates via an App and messages. Initially, I loved idea of Pineapple and even recommended it to my friends and family. I lodged a 3rd party claim on 3 June 2022 - claim number ***. It is still in the process of being approved!

To follow up on my claim, I must click on the button that says click on a claims-related query. The app bot responds with: " How can we help you?" to which you reply and then the app bot says: " we're committed to helping you resolve your claims query. One of our friendly claims consultants will be in touch soonest". You can see photos of claims consultants who are available, however, they seem to be able to choose whether they want to answer your message or not. After waiting for hours and re-submitting my query multiple times, sometimes I can get through to someone, but most of the time, my messages are not answered. There is no accountability regarding this. When my messages are answered, I am made promises that are not fulfilled. On Thursday, 30 June 2022 I was told by Thando that I will receive the outcome of my claim by the following day. I have not received any feedback. I asked why my messages are not answered. No feedback was received. I asked why my claim has not been processed and the reason given is that they were waiting for the police report. How can other insurance companies manage to process claims within 7 days but it takes Pineapple 30 days! I can not even claim my car hire because my claim has not yet been approved.

My message history must prove that I have tried to contact the app multiple times. Initially, my claim was handled by Kokekso, then escalated to Fikile. Fikile has not responded to my messages. I had an accident and it was unforeseen. I have tried to communicate as much as possible with Pineapple but Pineapple is not communicating with me. It is not a good feeling.

The Insurance Ombudsman needs to oversee that there is some accountability in the time frame regarding the processing of claims as well as open communication. Please will somebody process my claim.