BF
Brad F
1 reviews | Active since Oct 2017
22 Nov 2021, 08:16
Unhappy Customer
I took out car insurance on Friday, 19 November 2021. I accepted the quote I received based on the amount. However, when I received my policy documents, there was a different amount and no reason was given whatsoever. I am trying to cancel the insurance but there is no call centre to call and the response on the app is horribly slow! Not happy with Pineapple
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Brad F's updateReviewer Update
24 Nov 2021, 08:53 I am purposely making my reply public so that potential customers can see what I have been experiencing.
After laying my complaint, I was contacted by a consultant who informed me that one of the reasons my premium which is going to be debited tomorrow is different from the premium I was quoted is because credit shortfall cover was added. I informed the consultant that I did not want or add credit shortfall cover as I already have such cover. There is no logical reason for me to pay double for the same product. This means that Pineapple added the credit shortfall cover without my consent and will now be debiting my account for a product I did not agree to take out with them. That is theft!
When I asked the consultant to remove the credit shortfall cover, I was informed that it must be sent to a team who deals with the pricing of premiums, which can take roughly 7 days to do. The consultant also informed that they cannot edit my policy and it must be done by another team. For a digital company that’s supposed to be tech-savvy, it is shocking that changes to a policy cannot be made immediately!
I have decided that I want to completely cancel my insurance with Pineapple. I'm going back to my previous insurance.
Furthermore, I went through the policy schedule and found yet another mistake. When doing the quote, I mentioned that I had previous claims. Yet on the policy schedule, it says zero (0). Also, it states on the policy schedule that I've had 5 years of uninterrupted insurance, when I clearly said 2 years when I did the quote. This is very important information and if it is incorrect, can impact negatively me during the claim process.
I have proof that I mentioned I had previous claims and 2 years of uninterrupted insurance. Where did Pineapple get this incorrect information?
I will be instructing my private banker to stop the debit order from going through or to reserve it. I regret moving my car insurance to Pineapple; such incompetence!
I want this cover cancelled immediately. I don’t want anyone calling to give me more stories. The only call I will be expecting from Pineapple is to confirm that the cover has been cancelled.
After laying my complaint, I was contacted by a consultant who informed me that one of the reasons my premium which is going to be debited tomorrow is different from the premium I was quoted is because credit shortfall cover was added. I informed the consultant that I did not want or add credit shortfall cover as I already have such cover. There is no logical reason for me to pay double for the same product. This means that Pineapple added the credit shortfall cover without my consent and will now be debiting my account for a product I did not agree to take out with them. That is theft!
When I asked the consultant to remove the credit shortfall cover, I was informed that it must be sent to a team who deals with the pricing of premiums, which can take roughly 7 days to do. The consultant also informed that they cannot edit my policy and it must be done by another team. For a digital company that’s supposed to be tech-savvy, it is shocking that changes to a policy cannot be made immediately!
I have decided that I want to completely cancel my insurance with Pineapple. I'm going back to my previous insurance.
Furthermore, I went through the policy schedule and found yet another mistake. When doing the quote, I mentioned that I had previous claims. Yet on the policy schedule, it says zero (0). Also, it states on the policy schedule that I've had 5 years of uninterrupted insurance, when I clearly said 2 years when I did the quote. This is very important information and if it is incorrect, can impact negatively me during the claim process.
I have proof that I mentioned I had previous claims and 2 years of uninterrupted insurance. Where did Pineapple get this incorrect information?
I will be instructing my private banker to stop the debit order from going through or to reserve it. I regret moving my car insurance to Pineapple; such incompetence!
I want this cover cancelled immediately. I don’t want anyone calling to give me more stories. The only call I will be expecting from Pineapple is to confirm that the cover has been cancelled.
BF
Brad F's update24 Nov 2021, 08:53
Reviewer Update
I am purposely making my reply public so that potential customers can see what I have been experiencing.
After laying my complaint, I was contacted by a consultant who informed me that one of the reasons my premium which is going to be debited tomorrow is different from the premium I was quoted is because credit shortfall cover was added. I informed the consultant that I did not want or add credit shortfall cover as I already have such cover. There is no logical reason for me to pay double for the same product. This means that Pineapple added the credit shortfall cover without my consent and will now be debiting my account for a product I did not agree to take out with them. That is theft!
When I asked the consultant to remove the credit shortfall cover, I was informed that it must be sent to a team who deals with the pricing of premiums, which can take roughly 7 days to do. The consultant also informed that they cannot edit my policy and it must be done by another team. For a digital company that’s supposed to be tech-savvy, it is shocking that changes to a policy cannot be made immediately!
I have decided that I want to completely cancel my insurance with Pineapple. I'm going back to my previous insurance.
Furthermore, I went through the policy schedule and found yet another mistake. When doing the quote, I mentioned that I had previous claims. Yet on the policy schedule, it says zero (0). Also, it states on the policy schedule that I've had 5 years of uninterrupted insurance, when I clearly said 2 years when I did the quote. This is very important information and if it is incorrect, can impact negatively me during the claim process.
I have proof that I mentioned I had previous claims and 2 years of uninterrupted insurance. Where did Pineapple get this incorrect information?
I will be instructing my private banker to stop the debit order from going through or to reserve it. I regret moving my car insurance to Pineapple; such incompetence!
I want this cover cancelled immediately. I don’t want anyone calling to give me more stories. The only call I will be expecting from Pineapple is to confirm that the cover has been cancelled.
After laying my complaint, I was contacted by a consultant who informed me that one of the reasons my premium which is going to be debited tomorrow is different from the premium I was quoted is because credit shortfall cover was added. I informed the consultant that I did not want or add credit shortfall cover as I already have such cover. There is no logical reason for me to pay double for the same product. This means that Pineapple added the credit shortfall cover without my consent and will now be debiting my account for a product I did not agree to take out with them. That is theft!
When I asked the consultant to remove the credit shortfall cover, I was informed that it must be sent to a team who deals with the pricing of premiums, which can take roughly 7 days to do. The consultant also informed that they cannot edit my policy and it must be done by another team. For a digital company that’s supposed to be tech-savvy, it is shocking that changes to a policy cannot be made immediately!
I have decided that I want to completely cancel my insurance with Pineapple. I'm going back to my previous insurance.
Furthermore, I went through the policy schedule and found yet another mistake. When doing the quote, I mentioned that I had previous claims. Yet on the policy schedule, it says zero (0). Also, it states on the policy schedule that I've had 5 years of uninterrupted insurance, when I clearly said 2 years when I did the quote. This is very important information and if it is incorrect, can impact negatively me during the claim process.
I have proof that I mentioned I had previous claims and 2 years of uninterrupted insurance. Where did Pineapple get this incorrect information?
I will be instructing my private banker to stop the debit order from going through or to reserve it. I regret moving my car insurance to Pineapple; such incompetence!
I want this cover cancelled immediately. I don’t want anyone calling to give me more stories. The only call I will be expecting from Pineapple is to confirm that the cover has been cancelled.