Pineapple insurance failing me again

Since I have used pineapple services I have never got a good service although I gave them a second chance yet again they failing me.

I insured my phone with them after word of mouth from a colleague Disemelo because her screen was broken and was repaired without no hassles and again for the second time her phone stopped working pineapple insurance replaced the phone so nicely. And by seeing that I insured my A50 Sumsung.

Last year during lockdown level 5 my phone fell into the water I claimed but was told to go find a cell clinic and by that time shops were closed we could buy essential stuff ,I was told to wait till phone shops are open and I was with a phone, I took another contract with Vodacom cause during that time they could do online purchases and deliver, I felt it's unfair that I am paying an insurance but they can't deliver yet again they busy debiting on my account,I reserved I debit order and by doing that Pineapple immediately sent me a message saying my insurance with them has lapsed and my phone is no longer insured I didn't complain didn't do anything but I was disappointed till today my phone is not fixed.

Again last year I gave them a second chance insured my P40 LITE Huawei I think I am paying way even more for the phone because I said it's worth R9000 yet again again I found out it's worth less but I carried on paying the R161.00 everymonth okay that's fine I let it go, but this year February 2021 I claimed my phone ok now the process was different at least now they have device doctor rather than taking my phone to the cell clinic so that they can confirm the problem, they send me an email saying my phone will be collected and I sent them my work address and indeed it was collected after a day was told my phone is on the queue to be checked later that day email was sent to me saying I have to pay an excess fee of R1500.00 and my consultant is Bianca I told her I don't have that kind of money my phone should be brought back, to my surprise the following day i received a message saying my phone is in the queue to be fixed by device doctor,I forward that message to BIANCA and she told me to wait a minute after few minutes was told to ignore that message my phone will be sent back to me, days went by I don't have a phone that time my life is at a stand Still waiting for my phone,I decided to google device doctor numbers to ask and was told my phone is ready the screen is replaced and they waiting for payment . Told them I don't have that kind of cash and I told my insurer ,I feel that my Bianca took time to inform device doctor and now the device doctor tells me that they can't find my old screen so they agreed that they will discount me with R500 and have to pay 1000 and that I don't have as I have other commitments.

Again pineapple is failing me and I nearly insured my car with them . Please help so that I can get my phone asap.