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Gerhard G

1 reviews | Active since Jan 2014

01 Oct 2021, 20:28

Pineapple insurance Claims department really unprofessional

I am extremely disappointed in pineapple Insurance. My phone got ****** out of my vehicle on the 28th of October 2021. I immediately phoned cell c from my fathers phone to Blacklist the phone and get the ITC number. After getting the the ITC number i went straight to the Saps ti report the ****** phone. I got my OB number and statement with all the necessary information for my insurance. I emailed the documents and send the documents to pineapple insurance that same day. I also explained on the app that i can not function without my phone because i do mostly al of my business. I got a response from Bianca that stated the pineapple is currently experiencing a shortage of staff and i must just wait for my response. I send all the necessary information to them the same day the theft happened and it the 1st of October 2021 and im still waiting for response. Is it so difficult to understand the my business is having a knock, because of not having a phone to do my business. Pineapple always said the they will look for a reason to pay a claim instead of a reason not to pay. That is totally not true. Its not the customers fault that they have a shortage of staff. Will not recommend people to insure anything with pineapple. When my phone was ****** i managed to get hold of a email address and i explained everything to them and i asked them many times to please phone me because all the information was on the phone that was ******. I send them phone numbers to please phone me that never happened. Pineapple insurance doesn't care about thier clients. The phone that i used was a Samsung Galaxy note 10 plus. It was my whole business and everything was stored on that phone. Why a 4 day delay when i all the necessary documents was send on the very same day the incident happend. Really not happy with their claims department..

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Replies (6)
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Gerhard G's update04 Oct 2021, 09:11
Reviewer Update
No serious staff member contacted me. When I insured my phone no one asked me for the proof of purchase . Now that my phone is ******. Now they want proof of purchase. I told them that I bought the phone long before I insured it at pineapple from a *** what sold the cellphone from Johannesburg. It was a private purchase. When I insured it they were to to much willing to take the money every month. I asked when I insured the phone that all the necessary documentation and pictures was received to insure the phone and I was told that everything is fine and the phone is insured now. Why now do they want me to send proof of purchase... Cell c also doesn't Blacklist a phone if it was not in use. On their systems it shows that I was using the phone when is was ******..
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Gerhard G's update04 Oct 2021, 09:12
Reviewer Update
Sorry. No senior staff member contacted me..
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Gerhard G's update04 Oct 2021, 10:50
Reviewer Update
I also want to know where in the insurance policy does it indicate that a phone bought privately can not be insured and if so way do they deduct money every month if the phone was not insured. Does it make any sense. Previously that fixed the phone and the phone showed on their system even before I took out the insurance. So Pineapple can clearly se what phone i was using the time that it was ****** and now they come with a million reasons just not to pay. The phone was a massive blow with all my information and now Pineapple insurance just want to add to the stress.. This is really unexceptional...
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Gerhard G's update04 Oct 2021, 14:18
Reviewer Update
OPTIONAL images such as IMEI number, invoices, Receipts, box pics etc. OPTIONAL.
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Gerhard G's update05 Oct 2021, 11:59
Reviewer Update
The only thing that makes me really unhappy is the fact that nobody asked me or told me that documents or receipts is still outstanding. If I new that in the beginning I would have send it immediately. Why would I risk any of my insured items . I bought about 10 phones over a years period and sold them for an extra income. So of the purchases comes with a receipt and some don't. So luckily the Samsung galaxy note 10 plus was one that I had a receipt, but it over a year ago and can not remember where or even if I have a receipt. I was turning my house upside down and luckily found it. All I'm asking of pineapple is that they must go through to insurance policy with jou in the beginning and tell you wat is still outstanding and what can influence your claim. If I new that none of this would have happened.
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Gerhard G's update09 Oct 2021, 10:07
Reviewer Update
Problem was resolved. Thanks Bianca. The only problem is the time it took and the other problem is that they must go through the insurance policy with the clients and see what all necessary paperwork and pictures are received and that the client are fully covered..But thanks again. The problem was resolved..