Poor service by Pineapple underwritten by Old Mutual

I have been a very very loyal client to this insurance as I trusted it with ensuring my phone. I was advised to get it immediately after I bought my iPhone in 2019 June . I had been using it since then, paying large amounts of monies R506 for a phone that I bought in 2019. This insurance is supposed to be trusted and reliable as their underwritten by old mutual but they have been the worst thing ever ! They have very poor and delayed administration and response task team who never follow up or read emails or messages , they don’t provide you with sufficient information that you need , they don’t attend to enquiries efficiently , they take forever to respond as they say they re a text-based team , I’ve been asking them to call me for over 5 months because I needed urgent help and questions that I needed answers for regarding the policy updates etc, they have refused to call me or atleast explain everything clearly. At some point my phone was lost and I had to find it myself using FindMyiPhone - even the SAPS were involved but they don’t know this because they are so un-involved, they are so distant but their premiums go off every month, they have poor quality service , I knew I wouldn’t get a hold of them, they are also extremely shallow and non-shalant in their responses , they don’t adddress what you’re asking. The famous text consultants that literally didn’t attend to my queries and enquiries are : Fulufhelo and Nokuthula. Nokuthula cancelled my insurance after months of not attending to my queries and questions sufficiently , I had requested to cancel because of his angry I was ,however before cancellation I asked them to speak to them on a direct line , without any assistance or questions they cancelled my insurance and did not even notify me , few months down the line to the shock of my life, I found out my phone was not insured . Still after asking about this , they had a very limited and non-engaging response . They insisted on not calling me or assisting me sufficiently because they say they are a tech company so they are chat based- this has been the most frustrating company to deal with, having complaints and queries and not being able to access the help you need at that specific - in real time ‘ - then when they do finally respond , it’s one word answers . I felt extremely lost and in the dark regarding the changes and updates that were happening in my policy , as a customer you don’t even know where they are if you were to go to them or need their services ,they did not care to call to explain what’s happening. I demand that they re-instate the policy and call me back urgently! Email address : ***