⚠️ MY EXPERIENCE WITH PINEAPPLE INSURANCE – PLEASE READ BEFORE YOU SIGN UP

I am sharing my experience because I believe other Pineapple customers should understand what can happen when you take their advertised benefits in good faith.

When I took out my Pineapple car insurance, I chose to install the Tracker/telematics device because Pineapple advertised its “Drive Less Get Blessed” benefit.

Pineapple’s own information states that customers who install a telematics device can receive up to 30% off their monthly premium if their monthly mileage is below 300 km.

I did exactly what was required. I installed the device and drove less.

However, month after month, for approximately a year, I repeatedly had to contact Pineapple and send emails to get the discount that I was supposed to receive.

After approximately a year of repeatedly having to chase the benefit, I had simply had enough and cancelled my Pineapple policy.

This is important: I did NOT cancel because I no longer required insurance coverage.

I cancelled because I was extremely frustrated with what I regarded as Pineapple’s failure to deliver on the benefit and obligations that had formed part of my decision to take out the policy.

I subsequently found myself in a very difficult position with Tracker.

Tracker informed me that because my insurance policy had been cancelled, I remained liable for the Tracker agreement, including the remaining contractual amount and arrears. They referred me to their terms and conditions, which state that the customer may remain responsible for payments even if the vehicle is no longer insured.

I explained to Tracker that my dispute was with Pineapple and that the Tracker arrangement had been entered into in good faith because of the Pineapple insurance arrangement and the promises associated with it.

Tracker’s response was essentially that their agreement is separate and that I must take the matter up with Pineapple.

So I did.

I forwarded Tracker’s response to Pineapple and explained the situation.

Pineapple’s response was:

• They maintain that the reason for cancellation was “Coverage is no longer required.”

• They acknowledge that they would pay the Tracker cost on my behalf for the first three years provided the Pineapple policy remained active.

• They say they cannot liaise with Tracker regarding my contractual agreement with Tracker.

• They refuse to settle the Tracker cancellation fee.

• They say I agreed to Tracker’s terms and conditions.

And then, rather astonishingly, they ended the conversation with:

“We’re closing this conversation in 3.. 2.. 1.”

My concern is not that I was unaware that Tracker had its own terms and conditions.

My concern is that I entered into the arrangement in good faith, relying on Pineapple to provide the benefit they advertised and to honour their side of the arrangement.

Had Pineapple consistently provided the benefit and service I was promised, I would not have cancelled the policy.

I am now left potentially responsible for costs and contractual obligations that I would not have incurred had the original arrangement worked as represented.

I therefore believe Pineapple should take responsibility for the losses and financial consequences I am now having to endure as a result of this situation, rather than simply telling me that I agreed to Tracker’s terms and closing the conversation.

I am sharing this not to tell anyone what decision to make, but as a warning to other consumers:

👉 Before installing a telematics device because of an insurance company’s promised benefit, make absolutely sure you understand what happens if you later cancel the insurance policy.

👉 Ask exactly who becomes responsible for the device and any remaining contractual payments.

👉 Keep copies of every adverti*****t, promise, email and conversation.

👉 And if you experience problems receiving a promised benefit, document everything.

My experience has left me extremely disappointed.

I did what Pineapple asked me to do. I installed the device, drove less and repeatedly contacted them to receive the benefit that was advertised.

After approximately a year of having to chase the discount, I cancelled.

I now find myself caught between Pineapple and Tracker, with each pointing me towards the other’s contractual position, while I am the one being left with the financial consequences.

I believe consumers deserve better.

Please think carefully and read ALL the terms before entering into a similar arrangement