Pineapple Insurance- quick to take your money, slow to refund after cancellation

I had a great onboarding experience, however this turned sour as soon as I requested to cancel my contract during the “cooling off period” stipulated in their policy agreement.

22 August I took up insurance with Pineapple. When I found out about their double excess charge for accidents between 10pm and 6am. I travel at night a lot and couldn’t continue with that clause in place.

27 August I called for a cancellation and received a confirmation email that said my insurance would be cancelled from the 27th of September - they had already debited my account for the month.

01 September I contacted Pineapple once again to institute an immediate refund as I had already gotten another insurance that better fit my needs. I was still within their 14 day cooling off period.

Since requesting this refund, I was expecting them to charge the pro-rata from the 27th to the 1st, as I did not notice that they had scheduled cancellation for the following month.

On the same day I was told that my refund enquiry had been escalated to their refund department.

I followed up on 05 September. I didn’t get a response until 08 September. They said the process takes 10-14 working days.

On the 8th of September I started a seperate query, this time via email where I again reiterated my request for immediate cancellation

I sent a follow up on 17 September that was ignored. I sent a message on 22 September to request to be put through to their complaints department.

I have still not received a response and there is no contact number that puts you through to a physical person