SH
Stephanie H
1 reviews | Active since Mar 2019
09 Feb 2024, 12:38
Painful to deal with
One issue after another. I always have to follow up on my refund for the "drive less benefits" although on the website it clearly states its an automatic process. When following up I get asked if I have the telematics device installed in my car... How could the information of my KM driven in the month get onto the pineapple app if I didn't have it installed? the issue is not with me, or with tracker, the issue is with processing and data collection from Pineapple.
Getting any information from them is a painful process. It takes days- if not weeks to get any information. I am fed up and definitely moving to another insurer. I would pay double just to have an insurer that's easy to deal with.
Helpful (0)
Replies (2)0
Replies (2)
Pineapple Insurance's replyOfficial
09 Feb 2024, 13:46Hi Stephanie Heldan👋,
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
Pineapple Insurance's reply09 Feb 2024, 13:46
Official
Hi Stephanie Heldan👋,
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
SH
Stephanie H's updateReviewer Update
15 Feb 2024, 09:07Hi Thulile,
You state that " the service you received is not up to our usual standards " however this seems to be the service I am always receiving from pineapple. My pineapple journey started with receiving a quote that was one number but debited another and the excuse i got was the standard Pineapple response of the incorrect quote was due to a "system error" and this is the actual quote. I should have known then things would just get worse. I then signed up for the Drive less option but I dont get refunded the correct amount as stated on the pineapple app and get the standard response of "whats shown on the app is incorrect due to a system error" this is ridiculous. If the app clearly states an amount to be refunded then you need to refund me that EXACT amount. "system error" is not a valid excuse. If its always a system error then you seriously need to sort out your IT issues.
You state that " the service you received is not up to our usual standards " however this seems to be the service I am always receiving from pineapple. My pineapple journey started with receiving a quote that was one number but debited another and the excuse i got was the standard Pineapple response of the incorrect quote was due to a "system error" and this is the actual quote. I should have known then things would just get worse. I then signed up for the Drive less option but I dont get refunded the correct amount as stated on the pineapple app and get the standard response of "whats shown on the app is incorrect due to a system error" this is ridiculous. If the app clearly states an amount to be refunded then you need to refund me that EXACT amount. "system error" is not a valid excuse. If its always a system error then you seriously need to sort out your IT issues.
SH
Stephanie H's update15 Feb 2024, 09:07
Reviewer Update
Hi Thulile,
You state that " the service you received is not up to our usual standards " however this seems to be the service I am always receiving from pineapple. My pineapple journey started with receiving a quote that was one number but debited another and the excuse i got was the standard Pineapple response of the incorrect quote was due to a "system error" and this is the actual quote. I should have known then things would just get worse. I then signed up for the Drive less option but I dont get refunded the correct amount as stated on the pineapple app and get the standard response of "whats shown on the app is incorrect due to a system error" this is ridiculous. If the app clearly states an amount to be refunded then you need to refund me that EXACT amount. "system error" is not a valid excuse. If its always a system error then you seriously need to sort out your IT issues.
You state that " the service you received is not up to our usual standards " however this seems to be the service I am always receiving from pineapple. My pineapple journey started with receiving a quote that was one number but debited another and the excuse i got was the standard Pineapple response of the incorrect quote was due to a "system error" and this is the actual quote. I should have known then things would just get worse. I then signed up for the Drive less option but I dont get refunded the correct amount as stated on the pineapple app and get the standard response of "whats shown on the app is incorrect due to a system error" this is ridiculous. If the app clearly states an amount to be refunded then you need to refund me that EXACT amount. "system error" is not a valid excuse. If its always a system error then you seriously need to sort out your IT issues.