Disappointed in Pineapple insurance

I was in Heidelberg when my vehicle's engine burst into flames while driving around 1h30am, with the trauma I was under I therefore thought my insurer would have my back,I went on the app and tried to contact them in regards to assistance however the lines were not even going through via the app. Stranded,middle of nowhere,in the dark in an unsafe area I had to make an alternative plan even though I make monthly payments towards my insurance.

I got a friend to assist in getting a tow truck to help us out,and when the the tow truck arrived he quoted us R3250, of which we had to pay out of pocket.

The car was dropped at my house in the early morning and Sunday I went on the app yet again to process my claim. The only response or communication was an automated email stating they received my claim,as to what happens now I'm left in the dark, I have been trying to find a number I can call since nobody is getting back to me and this car is my ONLY mode of transport to work in order for me to be able to PAY my monthly commitment to you.

When you call the numbers associated with the options on the app it takes you to Iwyze of which they say pineapple doesn't have a call centre,so how on earth am I supposed to get assistance????

I'm really disappointed and have no words to describe what this experience has tought me.