Horrible service from Pineapple Insurance

My car is insured with Pineapple ? insurance. On Friday the 11 June 2021, I was involved in an accident whereby my car was bumped at the back. I reported that accident at Boksburg SAPS. Yesterday I notified Pineapple about to that accident and needed to get their advice on how to handle 3rd party claim as my car was bumped at the back. I was told that the matter was escalated to claims department. By now I haven't heard from them. I was also told to submit my claim on the app. After selecting a date on which the accident occurred, I got a notification that I have insured item before or on the 11 June 2022 while I have insurance documents with debit order that went off my bank account. This is really frustrating. I never expected to get such a horrible service from Pineapple insurance.