KD
Keagan D
1 reviews | Active since Jan 2020
10 Oct 2023, 10:56
Poor Service Delivery and after sales.
I had an awful experience dealing with pineapple claims department. Everything gets released and messages left with no real urgency. I submitted a claim in September for my watch and still waiting to be paid out although it has been approved and documents sign. The fact that they have to submit eveything to old mutual delays eveything.
Helpful (0)
Replies (3)0
Replies (3)
Pineapple Insurance's replyOfficial
10 Oct 2023, 11:27Hi Keagan Dansterđź‘‹,
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 reply10 Oct 2023, 11:27
Official
Hi Keagan Dansterđź‘‹,
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.
KD
Keagan D's updateReviewer Update
11 Oct 2023, 11:4624 Hours has passed since this reply and no update other then a email that was send to someone one. What happened to calling people and escalation points. What processes and poor SLA's do you have for customers?? I am disappointed. Il will definitely be escalating this to Marnus myself
KD
Keagan D's update11 Oct 2023, 11:46
Reviewer Update
24 Hours has passed since this reply and no update other then a email that was send to someone one. What happened to calling people and escalation points. What processes and poor SLA's do you have for customers?? I am disappointed. Il will definitely be escalating this to Marnus myself
Pineapple Insurance's replyOfficial
11 Oct 2023, 12:00Hi Keagan Dansterđź‘‹,
I sincerely apologize for the lack of feedback regarding your claim. I want to assure you that I personally escalated your complaint yesterday, and this morning I received feedback indicating that you were contacted. However, if that is not the case, I will immediately escalate the matter to the TM (Team Manager) to ensure you are contacted and provided with the necessary assistance without any further delay.
I sincerely apologize for the lack of feedback regarding your claim. I want to assure you that I personally escalated your complaint yesterday, and this morning I received feedback indicating that you were contacted. However, if that is not the case, I will immediately escalate the matter to the TM (Team Manager) to ensure you are contacted and provided with the necessary assistance without any further delay.
Pineapple Insurance's reply11 Oct 2023, 12:00
Official
Hi Keagan Dansterđź‘‹,
I sincerely apologize for the lack of feedback regarding your claim. I want to assure you that I personally escalated your complaint yesterday, and this morning I received feedback indicating that you were contacted. However, if that is not the case, I will immediately escalate the matter to the TM (Team Manager) to ensure you are contacted and provided with the necessary assistance without any further delay.
I sincerely apologize for the lack of feedback regarding your claim. I want to assure you that I personally escalated your complaint yesterday, and this morning I received feedback indicating that you were contacted. However, if that is not the case, I will immediately escalate the matter to the TM (Team Manager) to ensure you are contacted and provided with the necessary assistance without any further delay.