Ridiculous excess and service failures.

Hi Pineapple,

I am absolutely gobsmacked.

1) You guys charge me a tripple excess of R6200. Basic excess, plus claiming in the 1st 6 months and a single vehicle accident excess that falls in the same clause.

I feel this is abit unfair. While travalling on a road that doesn't have room to swerve, a buck 30 meters away walked into my lights, impossible to stop dead. I had 2 people in the car with me. If I swerved out of the way i could have been in a serious accident endangering their lives as well as my own. I had no control and no possible way for me to have avoided this incident.

If I smashed another car my excess would have been less, it's quick to sell the insurance but don't explain this in the call even if you guys sent me the policy. I feel this is important. It's not like I have R18k just sitting somewhere.

2) I was about 150km away from my residence, the car is driveable however due to the damages, I don't want to incur any additional damages to my car nor be a hazard to others on the road. After explaining this to the road side assistance to tow my car back to my residence, i got told that as per policy it needs to be towed to the closest facility where assessment can take place. I couldn't believe it as Pineapple already told me to send all the pictures to a partner on whatsapp to do the assessment as they do it digitally. How am I supposed to get home and collect my car again. Till this day, no call about towing my car and pineapple will not cover the towing, but expect me to pay 18k excess.

3) Pineapple don't proactively phone me with updates, I have to consistantly fight my way to get this claim sorted, no alternative solutions, no call from a team manager, nothing! I get told that they generally don't allow for policyholders to opt out and use their own panelbeaters to fix damages.

Not so long ago I got a call from my claim specialist handling the case that now all of a sudden it can be done but approval is needed and they will pay out according to their quote they get from their trusted partner. To me, nothing in my policy states this, if so I would like to know where in the fine print this is.

4) I signed consent for pineapple to get a detailed tracker report which isn't being shared with me, however my claim is being processed and waiting for a Team Manager to sign it off, how is this possible?

5) I get a call back from the claim specialiat asking me to please send them the email miway has just sent me because they want the information for the history at miway. Well let me tell you, I have never been with miway! I also told the agent that I don't have an email from them which apparently they said they sent to me.

This claim is heading to a week which I can't use my car, I have a courtesy car with my policy but no one explained to me what has to happen and what the next steps are.

So my question is, is Pineapple going to come to the party and try accommodate me here in any manner because I can assure you, after this claim, i'm cancelling this. I have never in my whole life paid so much for excess ever whilst experiencing this shocking type of service!