Pineapple doubles down on heartless service— zero customer care and unjustified double excess

This is a follow-up to my review posted on 01 October 2026 (Claim No: ***) regarding my rear-end accident on the N1 where I was non-fault. If I thought Pineapple's initial handling of my first claim was bad, their management's follow-up has proven that they truly do not care about their clients.

After escalating my complaint regarding the delayed 2-hour roadside assistance, the unmentioned Avis courtesy car holding fees when I took out the premium, and the predatory double excess. Today I had a call from a one of the team leader named Khaya.

Instead of showing basic human empathy to a paying customer who is currently stranded without transport and trying to support a family, Khaya doubled down on Pineapple's heartless approach:

* Hiding Behind Scripts & Call Recordings: Khaya showed zero sympathy for my situation. He hid entirely behind automated processes and sales call recordings to justify forcing a double excess on me. For an accident I was not at fault with.

* Ignoring Industry Standards: When challenged on charging policyholders out-of-pocket holding fees for courtesy cars and doubling excesses for stationary, non-fault rear-end accidents, Khaya was completely dismissive.

Pineapple has shown its true colours. They treat accident victims like another transaction & refuse to take responsibility for their own roadside delays.

Prospective clients: beware. When you actually need help, Pineapple will abandon you.