Unacceptable Experience with Pineapple Insurance - Claim Delays, Inaccurate Information, and Unfair Excess Fees

Dear Hello Peter,

I'm writing to express my extreme dissatisfaction with Pineapple Insurance's handling of my recent claim. The experience has been marred by inefficiencies, inaccuracies, and unprofessionalism.

Initial Assistance and Subsequent Delays:

Thandeka, the representative who initially assisted me, was responsive and willing to help. However, her management's involvement led to unnecessary delays, taking up to two weeks to approve or provide feedback on claim updates.

Claim Process:

The claim process took an unacceptable 1 month and 1 week to resolve. I was eventually approved, but with an excessive fee of R12,400 due to my less than 6 months tenure with the company.

Inaccurate Information and System Issues:

My profile showed an incorrect MP number plate (mine is GP). This was my first red flag. Their system frequently went offline or provided inaccurate information, hindering the claim process.

Unfair Excess Fee Revision:

Two weeks after approval, Pineapple Insurance revised the excess fee to R21,200, claiming they had been undercharging me on monthly premiums. This is unacceptable and raises concerns about their billing practices.

Lack of Transparency and Communication:

Throughout the process, I've had to follow up repeatedly and even secure payment from the third party involved in the accident. This has led me to question Pineapple Insurance's competence.

Conclusion:

Pineapple Insurance's unprofessionalism, inefficiencies, and unfair practices have left me disillusioned. I strongly advise against insuring your vehicle with them, as your information and assets are not secure. Their fly-by-night operations prioritize profits over customer satisfaction.

I demand a thorough investigation into this matter and resolution.

Details:

- Claim Number: *** - Date of Incident: 16 August 2024 - 26 September 2024 - Date of Claim Approval: [26 September 2024]

Thank you for your attention to this matter.

Annoyed, Bheki