Deeply Disappointed – Procedurally Unfair and Misleading Claims Handling by Pineapple / Old Mutual iWYZE

After being a loyal policyholder, I’m appalled by how my insurance claim was handled following an accident on 11 March 2025 involving my Audi RS3.

Despite a detailed assessor’s report (dated 14 March) confirming that all tyres were in good condition with 4mm tread—well above the legal minimum—the claim was denied based on a reconstruction report completed 13 days later.

🚨 Consumers, be warned:

Your car may be moved, stripped, or sold without your knowledge – mine was towed to a salvage yard before I was even told my claim was rejected.

They accessed my vehicle’s data (black box) before getting my consent, violating data privacy laws (POPIA).

Valuation was done without consulting me and in breach of their own guidelines, undervaluing my car by nearly R200,000 despite market evidence.

Tyre data was contradictory – their own earlier report said the tyres were fine, but they later cherry-picked a flawed report to reject my claim.

They delayed communicating the rejection, breaching regulatory rules and undermining transparency.

A mysterious, unexplained request for an in-person meeting from their assessor (later retracted) added to the lack of professionalism and transparency.

Pineapple and Old Mutual iWYZE failed to act fairly, transparently in several aspects of this claim. If you’re insured with them, be extremely cautious -especially in how evidence is handled after an incident. Once your car is out of your hands, the problems will start.

I’ve escalated this for internal review and will proceed to the Ombudsman, the Information Regulator, and all relevant authorities if this is not urgently resolved.

All I want is what’s fair and supported by their own documentation (payment of my claim). I urge potential and existing clients to take this seriously before trusting them with your vehicle or data.

#PineappleInsurance #OldMutualiWYZE #InsuranceClaimFail #POPIA #ConsumerRights