Terrible service, no communication

Terrible service! So, I submitted a claim for a ****** phone and got all the necessary details from MTN and the police station to block the phone. After submitting everything they said they would be in touch. I have been trying to get hold of someone at Pineapple for more than a week to handle my claim. The one lady that initially handled my claim, Bianca, is apparently out of office and they forgot to hand over my claim to someone. When I followed up with them they said they had “system” issues with handing my claim over to someone else and it is currently unallocated???!! No one has gotten back to me on next steps or timelines. I pay more than R500 per month in insurance at Pineapple to receive this service. Actually a shame cause I was telling all my friends to use Pineapple. What a joke