Incredibly frustrating experience

I regret to share my incredibly frustrating experience with Pineapple Insurance and one of their brokers (email addresses coming from @lasholdings.co.za). The customer service I received was abysmal, to say the least. At the time of negotiating premiums with Pineapple Insurance, I made it clear that I have “zero excess” on my current insurance. The agent then recalculated the premium to include their Excess Buster option as an all-inclusive premium. A few days after inception of the insurance, I had an unfortunate event of a claim, just to discover that the policy does not have the excess waver on the policy. I was speaking to the agent that I was dealing with, and he promised me in the week of the 5th of November 2023, that he will sort this out. Despite the numerous emails and even speaking with 2 different managers Pineapple / Lasholdings, this remains to be resolved. I was met with vague assurances and promises that the agent assisting me would get back to me "shortly." At those times of speaking with the managers, I also requested that my recordings be made available to me. Even asking this on email and updates on not only this query bit also another query I have, has brought no positive response. I had hoped for a more positive experience with Pineapple Insurance given their great publicity in the press and radio ads, but unfortunately, I find myself thoroughly disappointed. It's disappointing when a company fails to deliver on their promises, especially when it comes to something as crucial as insurance. I would strongly caution anyone considering Pineapple insurance, and to be wary of their customer service. It's clear that improvements are needed to ensure that clients don't feel neglected and left in the dark. As for myself, despite promises of resolution, I'm still waiting for that callback that never seems to come.