Online Review of Pineapple Insurance Underwritten by Old Mutual Iwyze

I've been a policyholder with Pineapple Insurance, underwritten by Old Mutual Iwyze, and have recently had the unfortunate experience of lodging a claim (Case 12722**). As I pen down my experience, today marks 21 days since the initiation of my claim, and my experience has been far from satisfactory. Here's a concise breakdown of my grievances:

Unnecessary Delays: Despite assurances of a 14-day verification period, my claim remains unverified after 21 days. The insurance company has changed hands between three different 'experts' during this period. Such constant changeovers raise concerns about consistency and expertise in handling claims.

Repetitive Requests: To my surprise, after a significant delay, I was asked to re-narrate the incident and resend evidence and police reports. This, after being repeatedly told that calls are recorded for "quality and control purposes". Such practices make one question the competence and reliability of the insurer. Are they trying to find ways to reject the claim ?

Carelessness with Vehicle Storage: During this period, my car has been subjected to inadequate storage conditions. Left exposed to the elements, I've observed potential damage to the paint and dashboard due to direct sun exposure. The insurer's disregard for the well-being of the client's property is concerning.

Lack of Transparency: From being kept in the dark about the timeline of the damage assessment to the sudden introduction of a road validator on the 17th day post-claim, the process has been shrouded in ambiguity. The company's reluctance and delay in the approval process make me feel like there's an intentional effort to deny my claim.

Irrelevant Issues Highlighted: Out of the blue, I was notified about engine oil issues that pre-date my purchase of the car. Why is this suddenly an issue when I'm trying to get my claim approved?

Lack of Communication: Throughout this process, clear communication regarding expected timelines, next steps, and process duration has been noticeably absent. I've had to constantly follow up to gain clarity, which adds to the frustration.

Safety Concerns Overlooked: I took necessary precautions for my safety by driving a short distance to a safer location post-incident. However, this very act is being used as potential grounds to deny my claim, which is bewildering and feels unjust.

In summary, I am deeply disappointed with Pineapple Insurance underwritten by Old Mutual Iwyze. The handling of my claim seems to be characterized by intentional delays, lack of clear communication, and an underlying tone of suspicion against the claimant. My experience raises serious concerns about the insurer's commitment to serving its customers efficiently. I've had to escalate this to the Ombudsman for short term insurance, and I genuinely hope no other customer has to go through a similar ordeal.