MS
Mbalenhle S
1 reviews | Active since May 2023
14 Nov 2023, 09:58
Poor Customer Service
I lodged a claim on the 8th of November 2023 & I got an automated response that an agent would contact me within 48 hours. It has been a week now, and no one has contacted me to provide feedback.
I've since sent countless emails to the complaints desk and still, no response. I got insurance for support and peace of mind during my time of need but this defeats the point when you're ignored by your insurer.
All necessary documents were submitted! HOW LONG DOES IT TAKE TO FINALISE A CLAIM?
I DO NOT RECOMMEND THIS INSURANCE. THEY DISREGARD THEIR CLIENTS.
Helpful (0)
Replies (5)0
Replies (5)
Pineapple Insurance's replyOfficial
14 Nov 2023, 10:22Hi Mbalenhle Sitholeđź‘‹,
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
Pineapple Insurance's reply14 Nov 2023, 10:22
Official
Hi Mbalenhle Sitholeđź‘‹,
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
My name is Thulile, I am responsible for addressing all customer queries and complaints at Pineapple. I sincerely apologize for the frustration you have encountered, and I am eager to help you. Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution. Please understand that the service you received is not up to our usual standards.
MS
Mbalenhle S's updateReviewer Update
14 Nov 2023, 10:27The poor service I received is actually up to your standards, this is not the first time I have struggled to resolve a claim promptly with Pineapple.
please get your agents to contact me before COB today or I'm escalating with the Ombudsman.
please get your agents to contact me before COB today or I'm escalating with the Ombudsman.
MS
Mbalenhle S's update14 Nov 2023, 10:27
Reviewer Update
The poor service I received is actually up to your standards, this is not the first time I have struggled to resolve a claim promptly with Pineapple.
please get your agents to contact me before COB today or I'm escalating with the Ombudsman.
please get your agents to contact me before COB today or I'm escalating with the Ombudsman.
Pineapple Insurance's replyOfficial
14 Nov 2023, 11:42I believe a claims agent contacted you and assisted with your claim.
Pineapple Insurance's reply14 Nov 2023, 11:42
Official
I believe a claims agent contacted you and assisted with your claim.
MS
Mbalenhle S's updateReviewer Update
14 Nov 2023, 12:20Hi Thulile. I've just been contacted by one of your agents Andani, did I have to come to this platform in order for the team to at least try and do what they are paid to do? I will be back to give feedback once the claim is resolved.
for now, I'll wait for feedback till Friday (17 Nov 2023) as promised.
for now, I'll wait for feedback till Friday (17 Nov 2023) as promised.
MS
Mbalenhle S's update14 Nov 2023, 12:20
Reviewer Update
Hi Thulile. I've just been contacted by one of your agents Andani, did I have to come to this platform in order for the team to at least try and do what they are paid to do? I will be back to give feedback once the claim is resolved.
for now, I'll wait for feedback till Friday (17 Nov 2023) as promised.
for now, I'll wait for feedback till Friday (17 Nov 2023) as promised.
Pineapple Insurance's replyOfficial
17 Nov 2023, 13:10Noted, I am glad you were assisted.
Pineapple Insurance's reply17 Nov 2023, 13:10
Official
Noted, I am glad you were assisted.