Distraught, devastated. Shocked, bitterly amazed

Very dissatisfied with this Pineapple Insurance. I would caution against using no matter how cheap they may seem in terms of premiums and or excess. Aftersales service and claims stage is appalling. Let’s start with the fact that there is no call centre, so when you’re in an accident you’re on your own. When you submit a claim, brace yourself for a horrific experience worse than your actual accident. They towed my car to their holding facilities, kept between two facilities for the whole month, they didn’t even have curtesy to notify me that they were changing location of my vehicle.. They stripped my car and parts went missing from my car while it was in their care. Declined my claim and returned my car with missing parts. Sent them an email immediately while the delivery tow truck was still at my yard. I followed up for three weeks with no resolution and no timely responses to email queries.

They eventually came back after numerous escalations in their hierarchy and asked for me to provide them quotations for parts that went missing on vehicle whilst in their care. I sent the quotations a requested by them. They responded and said payment is being proceeded and will be paid into my bank account in 3 - 5 days. Two days later they call me and change their tune on something that is on email from them, completely deviating from their commitment on email communication. There’s a lot of wrongs, delays, non responsiveness, etc but I tried to summarise. You send them an email with a 3 bullet point query, if you’re lucky they’ll respond to 1 after numerous follow ups. They’ll promise you a specific turnaround time on an item, weeks go by, you follow up and they don’t even care to explain the delay, they don’t even attempt to make you feel they’re attending to your query, just total silence and vibes. You really get what you pay for, cheap insurance isn’t really cheap..what a painful experience. I am lost for words.