Poor pathetic service from Pineapple Insurance

I have a claim with Pineapple insurance since December last year. 221606 // ***. They told us that the claim is accepted. They wanted to charge a huge amount for the excess fee, which was not acceptable. When we asked about it they said they have to listen to a call I follow up and they ignore my emails, chats and calls. In the meantime the damage to the vehicle is not repaired and we are afraid that it would pick up rust. This is unacceptable poor service and we pay our premium every month. We will start a class act if this is not resolved in an amicable way because we know of a few other customers that ae3 also unhappy with the service. We will further post on media platforms and report this to the Ombudsman. This is unacceptable.