Lack of compassion toward paying customers

I am honestly in a very stressful situation due to Pineapples lack of care and concern for the human element of the business. I signed up to Pineapple Insurance due to receiving the best quote from them and also because of my relationship with CEO Marnus van Heerdan. I was pleased until I had to make a claim. My claim was approved but I was told that my excess would be upwards of R 60 000, 10 times more than my agreed upon excess. The reason for this is because I allegedly did not have my vehicle inspected, this is a complete injustice because my car came with a Dekra certification, and I made sure that my vehicle was insured before moving it off the dealer floor. Furthermore, the notice that my car was not inspected was only communicated to me when I made the claim, it was never communicated to me before that. The dealer is a reputable dealer, and the car has proof of inspection. The issue seems to be because the mobile application which facilitates Pineapples entire business was not functional on my older cellphone, this should however not cause me to be flagged as not inspected especially since the car was inspected. While I understand the companies vision to use the app entirely there should still however be a form of customer service in place for calls during an emergency. Overall, the communication and concern were zero and the only worry from Pineapple was whether they could ****** an everyday working person out of 10x the excess amount. Even after contacting the CEO who was a former work colleague of mine, he showed zero care or regard. I wish to rectify this issue as soon as possible and change to a better insurance, I would never ever recommend this company to anyone !