Pineapple Claim Process should is such a Hill I don’t wish for anyone.

Frustrating Experience with Pineapple Insurance Claim Process

I was involved in an accident on 27 February 2025—someone bumped into my vehicle. I logged the claim the same day and, a few days later, was informed that my car had been declared a write-off. Pineapple said they would settle the retail value of the vehicle, and I promptly submitted all required documents.

Unfortunately, this is where the service began to fall apart.

The first settlement letter expired because Pineapple claimed Bidvest Bank—the vehicle's financier—was not yet loaded as a supplier on their system. Despite Bidvest submitting all necessary documents for this to happen, Pineapple stated that the loading process would take 7 working days. It has now been over 21 working days and I’m still being told the same thing: "We’re still loading the supplier."

Now, the second settlement letter is due to expire on the 17th of April, and yet, there's still no resolution. I’ve had to continue paying the instalments on a vehicle that has already been written off, while waiting for Pineapple to finalize what should have been a straightforward process.

What’s most frustrating is the lack of communication. There’s been no consistent feedback or proactive updates from the team—I’ve had to follow up every time. It seems like it’s easy to sell the insurance, but when it comes to payouts, it's a completely different story. So far, the process has dragged out for nearly two months, with no clear end in sight.

Agents involved: Cherise Davies and Malerato Koto – I expected more transparency, urgency, and accountability from the team.

My questions to Pineapple:

How long does it actually take to load a supplier on your system? How long should a client reasonably wait for a payout on a settled claim? Why is the burden of follow-up placed on the client, instead of your team providing updates? At this point, the experience has been extremely disappointing, and I hope Pineapple takes this feedback seriously—not just for my case, but to improve the experience for future customers.

I have also need to pay for the shortfall there’s also issues to get the agreement of loss because my bank 😭😭😭😭😭😭😭😭😭😭😭😭😭😭😭😭😭 How much should one go through to be assisted 😭😭😭😭😭😭😭😭😭😭😭😭😭😭😭😭😭 I am so heart broken now they telling me that they can’t even give me a turn around time for this to be resolved 😭😭😭😭😭😭😭