POOR CUSTOMER SERVICE

Dear Pineapple

I recently purchased a new vehicle and chose Pineapple as my insurer, as they offered the most competitive rate. I have been very satisfied with the service received thus far.

Subsequently, my partner also purchased a new vehicle. Having previously been insured with another provider, I recommended Pineapple to her. We obtained a quotation, were pleased with the outcome, and decided to add her vehicle to my existing policy.

Unfortunately, we have encountered ongoing difficulties in adding her vehicle to my Pineapple app. This issue has persisted for approximately three weeks. During this time, I have submitted multiple requests via the app and WhatsApp, seeking assistance and feedback. Despite this, I have not received any response.

In the meantime, Pineapple continues to send daily reminders requesting pre-inspection photos for the vehicle. We are willing to provide these; however, this is not possible as the vehicle does not yet appear on my profile.

I am extremely disappointed that the level of service has declined from what was initially an excellent experience to one that is now unresponsive. I have indicated previously that if this matter is not resolved by 17 April, I will have no alternative but to cancel my policy and move to another insurer.

I kindly request that this matter be addressed as a priority and that I receive prompt assistance.