Misleading Policy Information and Excessive Towing Charges – Unacceptable Service

I am extremely disappointed with the service I received from Pineapple . When I took out the policy, I was under the clear impression that I would be covered from the moment I agreed to the policy over the phone, with the first debit order going off on my pay day. At no point was I informed that I would not be covered until the payment went through or if a prorate fee was needed to ensure that I am covered.

After being involved in a car accident, I contacted the insurer and Pineapple authorised towing of my vehicle. Later, I was told I’m not covered and must now pay for the towing – something I was never advised about at the time of call.

To make matters worse, First Help (the towing service) is now charging me R12,000 for towing my car less than 1km to the nearest repair shop in Randburg. Since I am not covered, they’ve now moved my vehicle from Randburg to Roodepoort without giving me a proper option to collect it or make my own arrangements. I was willing to take the vehicle home directly from Randburg, but they insisted on relocating it and have now made an already stressful situation worse.

I find this whole situation highly unprofessional, misleading, and unfair. If I had been properly informed that I would not be covered from the beginning, I would have made a different plan. I now feel financially exploited and let down.

I am requesting investigation and resolution of this matter