DISGUSTING SERVICE

Effective expectation management heavily relies on communication. The service I am receiving is predicated on my decision to choose a "CHEAP" insurance option, and what further infuriates me is that your assessors are mere that—assessors—they have no additional knowledge of the business or other processes and as a result, I am unable to obtain context or ask clarifying questions. After my vehicle was involved in an accident on October 28th, it was picked up by a tow truck approved by Pineapple and sent to the closest panel beater approved by Pineapple. By October 31st, the panel beater informed me that my car was a write-off and supp**** me with pictures and an invoice to support this. The panel beaters also requested that I email everything to insurance because they were having difficulty contacting you. Little did they know, that was also my struggle! If you check my app, you'll find that I still have unread/unseen messages.

Please see the timeline of events below and tell me if your customer service is operating as well as you had planned:

28th October Accident / I submitted my *** October Queried my claim and was told I would be contacted in 48 hours. 2nd November I heard nothing in 48 hours, queried my claim, and was told to wait 48 hours. 9th November I heard nothing and was told I would be contacted. 10th November I was introduced to my claim handler and told I was going to be contacted the next day which was a Saturday. (I was not called at the time stated and missed that call)

Today, the 21st of November (25 days later ) I was told that admin validating my claim would take a minimum of 3 weeks, and in not too many words I was also told that I was harassing her hence she had to give the disclaimer of managing my expectations. I am confused how it has taken 25 days for this claim to be assessed.

Your insurance is a JOKE, your service is hilarious and I honestly have no hope that this will be resolved this year as you do not pride yourself in communication.