KW
Karl W
1 reviews | Active since Jul 2023
24 Oct 2025, 14:00
Precious gets 5 stars but Pineapple have been an unfortunate move
Precious gets 5 stars but Pineapple have been an unfortunate move. Issue after issue that have taken 3 months to solve.
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Replies (2)
Pineapple Insurance's replyOfficial
24 Oct 2025, 14:19Hi Karl
We sincerely apologise for the frustration you have encountered, and we are eager to help you.
Please understand that the service you received is not up to our usual standards and we aim to improve your experience with us.
Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution.
The Complaints Team🍍
We sincerely apologise for the frustration you have encountered, and we are eager to help you.
Please understand that the service you received is not up to our usual standards and we aim to improve your experience with us.
Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution.
The Complaints Team🍍
Pineapple Insurance's reply24 Oct 2025, 14:19
Official
Hi Karl
We sincerely apologise for the frustration you have encountered, and we are eager to help you.
Please understand that the service you received is not up to our usual standards and we aim to improve your experience with us.
Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution.
The Complaints Team🍍
We sincerely apologise for the frustration you have encountered, and we are eager to help you.
Please understand that the service you received is not up to our usual standards and we aim to improve your experience with us.
Kindly grant me some time to thoroughly investigate and escalate the matter on your behalf to ensure a prompt resolution.
The Complaints Team🍍
KW
Karl W's updateReviewer Update
25 Oct 2025, 10:20The fact is that I took out a policy in July with Sias to start from the 1st of August. The policy was to cover my cars and my house contents but for some IT System issue the house contents were not covered and despite numerous requests and conversations with different people they never got covered. I was told by an IT person that there was an error linked to the policy in my name and that the only way round it was to cancel the policy and take out a new policy in my wife's name. I took out the policy but my problems did not go away as there were IT system errors that prevented the old policy being cancelled. For 2 months I was then debited with premiums for both policies. After working through Precious for over a month the first policy was finally cancelled. I was then sent a confirmation of the cancellation blaming the cancellation on non payment of the premiums. I complained that the reason was incorrect. I then got a cancellation confirmation just saying the policy was no longer required. There was no reference to the fact that Pineapple had recommended cancellation due to IT System errors.
The very next day day I got two sms messages welcoming me back and that the policy had been re-instated. I complained again and was assured the policy was indeed cancelled. Then on the 24th of October I got 4 phone from Pineapple to try to persuade me to re-instate the policy. I sent Precious an email telling here what was happening and that I had had enough. She then resolved.
Precious has been excellent throughout the process and I give her 5 stars. Kyle on the other hand just washed his hands and did not respond to any of my messages. Service was also good from Diana and Monica.
I logged a separate complaint regarding the poor service from Kyle and I have had no response.
Yesterday I put all of the emails between myself and Pineapple in to a separate folder and I added up that there had been over 150 messages between myself and Pineapple over the almost 3 months that I have been fighting.
I will not recommend Pineapple to anyone going forward.
Regards
Karl
KW
Karl W's update25 Oct 2025, 10:20
Reviewer Update
The fact is that I took out a policy in July with Sias to start from the 1st of August. The policy was to cover my cars and my house contents but for some IT System issue the house contents were not covered and despite numerous requests and conversations with different people they never got covered. I was told by an IT person that there was an error linked to the policy in my name and that the only way round it was to cancel the policy and take out a new policy in my wife's name. I took out the policy but my problems did not go away as there were IT system errors that prevented the old policy being cancelled. For 2 months I was then debited with premiums for both policies. After working through Precious for over a month the first policy was finally cancelled. I was then sent a confirmation of the cancellation blaming the cancellation on non payment of the premiums. I complained that the reason was incorrect. I then got a cancellation confirmation just saying the policy was no longer required. There was no reference to the fact that Pineapple had recommended cancellation due to IT System errors.
The very next day day I got two sms messages welcoming me back and that the policy had been re-instated. I complained again and was assured the policy was indeed cancelled. Then on the 24th of October I got 4 phone from Pineapple to try to persuade me to re-instate the policy. I sent Precious an email telling here what was happening and that I had had enough. She then resolved.
Precious has been excellent throughout the process and I give her 5 stars. Kyle on the other hand just washed his hands and did not respond to any of my messages. Service was also good from Diana and Monica.
I logged a separate complaint regarding the poor service from Kyle and I have had no response.
Yesterday I put all of the emails between myself and Pineapple in to a separate folder and I added up that there had been over 150 messages between myself and Pineapple over the almost 3 months that I have been fighting.
I will not recommend Pineapple to anyone going forward.
Regards
Karl