********** Insurance, Written off car yet rejects the claim

On 8th August 2022 I took car insurance from Pineapple, Kept paying my premiums on a monthly basis without skipping any payments.

On one unfortunate night of the 4th May 2023 at around 19:30 a very rainy day and load shedding hit at the time, I was driving on Albertina Sisulu near Florida lake, where the was no lights and traffic lights not working , no law enforcement agents and road signs available to warn motorist of flooding's or possible floods where the unfortunate incident occurred due the flooding. I logged a claim after doing an accident report as advised by on of the service agent assisting me on the fateful night mentioned above. The process dragged for a period of 2 months and 5 days. I got to be told that they have written off the car as it was hydro locked the engine and its not fixable. The first excuse I received From Riaan potgieter regarding my claim was the engine saying it's an ******* and after all paperwork was seen he went silent again for a long period keeping me in the dark and only came back to me saying that my claim has been rejected due to me not taking the car for inspection and I don't remember being told to do that from point of taking on the policy and not even once was the a reminder to take the car for any inspection yet premiums were collected on monthly basis question is why as a paying client/customer I was not reminded, the next thing am told that water damage is not covered yet it was a natural disaster to begin with I didn't deliberately drive onto the water or do it on purpose. Now another questing is that what am I supposed to do with a written off car that was insured with pineapple insurance. Riaan had said I will be sent a rejection letter but soon as I mentioned that I will be taking the forward to the Ombudsman for Short-Term Insurance I'm still yet to receive the letter from Pineapple, Whenever I try to the I don't through to them.