The worst claim experience ever!!!

I got into an accident on the 1st of March and logged a claim on the 2nd of March. I sent through all the required documents on the same day. I received zero communication throughout this process - I always had to call in for updates. I was told the car would be written off and nobody even bothered to let me know that its no longer being repaired, so if I had not been calling I wouldn't know this. I would try to get a hold of Zandile Khunou, the claims advisor but she was never available to take my calls. One time she took the call and she sounded annoyed and told me they will get back to me once the claim has been approved. They were very quick to come and collect my car as it was still driveable.

On the 1st of April Zandile called to let me know my claim was approved. Today is the 25th of April and I am still waiting for them to send me the agreement of loss letter!! Why does it take so long? At some point they tried offering me a replacement vehicle and they are using MyBrand as their service provider. I checked the reviews of that company and I wasn't about to take that risk! My car was new and I had it for 3 months so I asked them to please settle the bank and I’ll start over.

During another follow up I was also told they needed to readjust my claim because they captured the incorrect model on their system. Whose fault is that!? I sent through a complaint to escalate my claim and nobody has bothered to reach out. I sent them follow up emails and they said it takes 7 days to investigate a complaint. My claim is now with another claims advisor - Nakedi and he is obviously riding on the fact that the claim belonged to his colleague Zandile and he is also now dragging his feet. I called on Tuesday and he said that he is sending the agreement of loss letter for approval, I called in again and I was told that the letter needed to be fixed and resent for approval. Its now Friday and I still haven’t signed anything. This one process has taken them 4 weeks to get this one letter ready for me to sign!

I am still getting debited for my premium for a car that’s with them! They said they will refund me but its still money that’s leaving my bank account that I could be using to get around!

I don't know whats worse between how horrible and ineffective their processes are or the fact that once you claim you don't matter anymore! And the lies! Nobody cares! This has been the most draining experience and I wish I never chose Pineapple as an insurer.