Pineapple Insurance

I have been with Pineapple insurance for nearly 2 years and I have had little beefs with their customer service regularly but nothing that have frustrated me enough to write a review. But the last couple of weeks have really been very frustrating. I lodged a claim with them in July which was dealt with within a reasonable time. They referred me to a service provider that i had never heard of before and was a bit weary of using. I asked around and nobody i knew had heard of them before. I kept on changing the date to take my car there because of this but as my six months period to have my car fixed was coming to a close I did some more enquiries about this service provider and was given some very negative reports about them. i phoned and emailed Pineapple to report this and request that they refund me the money so that I can get my car fixed myself of find me another panel shop. I send a whatsup message and I am still 3 weeks later waiting for them to reply. I sent a email got a reply to explain myself again which I did. I got a call back from a very helpful lady that promised to escalate my request to be dealt with. When I didn't get a reply I phoned the only phone no that I had (Pineapple is all digital). I spoke to a person that promised to refer it to her supervisor and phone me back asap. Still waiting for the call back. I phoned again after about 3 days got to speak to a gentleman that promised to send me a mandate to sign so that their claims department can decide if they will payout my claim or refer me to a new service provider. Still waiting for the mandate. I then kept on phoning the no I had but it was always engaged for 3 days. I eventually phoned the customer care phone no that I found hidden away after many internet searches. i spoke a super helpful gentleman called Beyers and within a couple of hours I had a new service provider phoning me to set a date for repairs. Why must you go thru all this when you pay people to help you.