Stay away from Pineapple and I-Wyze Insurance... Biggest ******** Period

I am currently insured with Pineapple (Underwritten by Old Mutual Ltd, claims are handled by i-wyze)

On the 18 December 2022, I went to pick up my wife from work (1 *****, ****** Office Park, Midrand) and when I exited her workplace, there were a group of ducks and I then swerved and hit a storm water drain. I then tried to contact my insurer on the app so that I can lodge a claim and request for a tow truck but the app was unable to pick up the incident address and thus tried calling them but was unable to get through to a point where my airtime ran out. My wife then advised that we use my towing benefit from ***** so that we can get the car home, whilst she was busy arranging that, I bought air time and I eventually goth through to a consultant who advised that their claims department is closed and will only be available on Monday the 19th Dec 2022 between 8h00 - 17h00.

I eventually managed to log a claim on the app using Vorna Valley as the suburb instead of Midrand and the claim went through and it was assigned to Fikile Nkutha on the 19 Dec 2022 and was required to complete their claim form including details of the accident. On the 20th, I then followed up on the claim via the app and so as to find out where and how do I submit these documents as there was no e-mail and was advised to send through the documents to ***.

On the 22 Dec 2022, I then followed up with them using the reception line (Google) as the provided number is never answered and I spoke to Victoria Ntsala who then advised that she will close that case is it is incomplete and to expedite the process regarding assigning an assessor though to my claim which she did and indeed an assessor (Straighthrough Procurement Solutions) reached out to me via Whatsapp and I sent them the pictures as requested.

I then followed up again on the 23 December 2022 as I have a car hire option and Fikile confirmed and arranged for the car but when I contacted Avis Centurion to arrange and confirm delivery, I was then advised that the vehicle that the insurer has reserved is a Group A vehicle and of which I specifically told the sales consultant upon accepting the policy that I want a min 1.6 A/T transmission vehicle and it dose not make sense for me to top up with an additional R6000, so I decided not to take the vehicle up until this has been resolved.

On the 28 Dec 2022, I then received a call from Fikile informing me that the assessment has been concluded and that the damages to my car is below my excess and thus they will not be proceeding with this claim, I then requested that she sends me the quote so that I can take the car to them and I will pay quoted amount. When I received the quote, I noticed that my excess was different from what I initially agreed on and is also more than what is listed in my schedule. I continued to contact Straighthrough Procurement Solutions and spoke to the assessor Mr. LEENDERT JOUBERT and explained to him how I got his details and would want to get the car fixed, after I explained that the car is not steering and that the damage is on the suspension of the car (Which is what I told the insurer as-well), he then promised that he will re-asses and resubmit it to the insurer for them to process the claim.

I then called the 086 number on the 30 Dec 2022 and held the line for over an hour and then decided to send Victoria an e-mail as all my e-mails and online chat via the app to Fikile went unanswered as I wanted to follow up with them if they have received the updated quote as per my last conversation with Leerndert. Victoria called me back and advised that they have not received anything and she has confirmed with Fikile that the they made an error from their end and that I am supposed to get the specified option as previously stated, but this can only happen once the claim has been approved and that she will continue to follow up and revert.

On the 3rd Jan 2023, I then called Leerdert to find out if he has re-submitted the updated assessment but was advised that he is stepped out the office and left a massage with my details including the claim number (he has not returned my call till now). I then called the insurance company to follow up on the status of the claim and was advised that they have not received anything from the assessors and then also queried the excesses that they are charging me as they do not reflect on my policy schedule.

Apparently, the insurance company sent me an updated schedule and their records show that I have received it however, nothing came through form my end, I have searched all folders and thus requested that they resend this to me. Fikile then transferred my call to Palesa Mogase (Manager) who then explained that the changes/increments were because of the annual increases however, my annual review date must be in June 2023, not October 2022. Also, my initial schedule did not have a single vehicle accident clause where there is an additional excess of R5850, all additional excess fees are supposed to be R5000. Also, my basic excess has been increased from R6000 to R6950. I then asked them that, how can they finilise a claim based on photos as the damage to the car is internal/on the suspension and is impossible to see it without stripping the car, I was then told that the assessing manager said that I must find my own assessor who I will pay and only if I can prove to them that the damage is accident related, they might refund me. I then requested for the schedule that was alleged to have been sent through to me in August and received it. I then responded to them that even as per their document, those changes were supposed to take effect on the anniversary of the policy as per the document and Palesa (manager).

She then responded to me on the 03 Jan 2023 at 17h30 that the excess will apply but nothing on the assessment, car hire and if they will fix my car. Basically, with the new clauses, I need to pay over R15000 (R2000 Car Hire, and the R13 000 excess) excluding the physical inspection as that will also add to the upfront commitment from my end. Policy inception 17 June 2022 also confirmed with Palesa telephonically on the 03 Jan 2023. If I understood correctly, the policy changes (Premium and or excess) take effect 12 months or at the anniversary date but the provided updated schedule/policy on the first page, fifth paragraph states that: "However, please take note that your policy will be subject to the annual review which occurs at your policy anniversary date"

I am still waiting for them to provide feedback regarding the physical inspection as per my limited knowledge, the insurer must send out an assessor to assess the car, instead of me having to find one myself, pay them and then prove to them that the damage was accident related.

Stay away from Old Mutual I-Wyze and Pineapple insurance. They will continue to debit your account but when you need to claim, you will be made to jump through hoops, no one will keep you in the loop and they will find/make up any excuse not to process your claim.