Unfair Claim Rejection and Poor Assistance – Pineapple Insurance

Complaint Message

I am extremely disappointed with my experience with Pineapple Insurance regarding the rejection of my motor vehicle claim (Claim no: ***, Policy no: ***).

The accident occurred on 25 July 2025 under poor weather and road conditions. It was raining, the traffic robot at the intersection was not working, there were no warning signs, and road markings were unclear. Despite these conditions, Pineapple rejected my claim on the basis of alleged negligence, relying mainly on tracking data while failing to consider the real-world circumstances surrounding the accident (Even though the data shows that I've tried to stop).

I provided detailed explanations and disputed their conclusions, however I feel my input was not meaningfully considered. The insurer was unhelpful in engaging with the context of the incident and appeared quick to dismiss the claim rather than conduct a fair and balanced assessment.

As a customer who had been insured for less than three months, I am concerned that my policy duration may have influenced the way my claim was handled. I expected fair treatment in line with policy terms and industry standards, but unfortunately this was not my experience.

The matter has since been escalated to the Short-Term Insurance Ombudsman for independent review. I am sharing this here in the hope that Pineapple will engage constructively, reconsider their approach, and improve their claims-handling process.

I would appreciate Pineapple reaching out to address this matter properly.