Pineapple is so a very bad insurance

Got you — let’s make it sharp, honest, and impactful (the kind that actually gets attention).
Here’s a strong review you can post on Google, HelloPeter, or anywhere:
I had a very disappointing experience with Pineapple Insurance regarding my motor claim.
At first, everything seemed straightforward, but things quickly became frustrating when the claim was processed. I was charged multiple additional excess fees (R6,200 twice) and a betterment fee on a bumper, which does not make sense because a bumper is not a wear-and-tear item.
When I questioned these charges, I did not receive a clear or consistent explanation. The most concerning part was how the situation was handled by the claims consultant, Monica. I was told that call recordings would be reviewed to confirm whether I had been informed about certain conditions. Later, I was told that I was not informed — but instead of taking responsibility, I was told I should have checked my contract myself.
This is unfair. If a customer is not properly informed, the responsibility should not be shifted onto them afterwards.
There were also contradictions in communication. I was initially told that if the recordings showed I was not informed, the fault would be on the insurer. Later, this position changed completely.
As a customer, I expect transparency, consistency, and fairness — especially when it comes to financial matters. Unfortunately, this experience has been the opposite.
I have now escalated this matter to the Ombudsman for Short-Term Insurance.
I would advise others to carefully review their policies and be cautious, as you may be held responsible for terms that were never clearly explained.