Do not let the 5 star reviews fool you...

Pineapple has turned out to be the most disappointing service provider I have dealt with in a while.

Firstly lets address all the 5 star reviews as shortly after I joined I received a Whatsapp from Pineapple telling me they are having an internal competition to see who can get the most 5 Star reviews on Hello Peter with a link to submit a review. I should have seen that as a red flag as the 5 star reviews were why I joined in the first place and now it seems most of them are from people who just joined and haven't actually had to deal with them. Looking back this in itself seems ********* and somewhat *****ulent.

Now for my issue - I submitted a claim on 5 May 2023, the following week I received a Whatsapp message from a company called Straight Through Assessors who asked me to send images of my car damage, another red flag as damage should never be assessed via images, especially to the extent my car was damaged. I sent the images and the following week received a call from Koketso at Pineapple letting me know my claim had been rejected as the amount the assessors quoted was less than my excess. I asked how the assessors came to this figure as quotes I had received from Panel Beaters were more than double this assessment, even the cheapest one and she let me know that they base their quote on Auto Magic Panel beaters.

I then took my car to Auto Magic for a quote, only for the quote to come in at almost double what these assessors said these panel beaters could fix it for. I sent this to Koketso who then said she was going to follow up with the assessors. This was 3 days ago and I have received no update.

So basically my claim was rejected under the premise that the damage amount was less than my excess which I have now proven is not the case using a quote from the very same panel beaters they based their rejection on and yet here I am 3 weeks later with no resolution.

This is a VERY long story short including the fact that I was the one having to reach out for an update constantly. I have contacted the insurance ombudsman but who knows how long that will take...