Unreasonable Delay and Failure to Properly Resolve Claim

The handling of my hail damage claim lodged on 4 December 2025 with Pineapple Insurance.

The claim arose from a hail incident, a clear act of nature covered under my policy. Upon submission, I was informed that the damages were assessed as being below my policy excess. Disputing this assessment, I obtained an independent quotation from a reputable autobody repairer confirming that the repair costs significantly exceed the excess amount. This quotation was submitted on or about 19 December 2025 together with a request that the claim be reopened.

Despite this, I received no meaningful response for an extended period. It was only after I escalated the matter to the Ombudsman for Financial Services Providers that I received a revised quotation in early February 2026, nearly two months after my request for reassessment.

The delay in addressing my claim is unacceptable. During this time, I continued paying my insurance premiums while being compelled to drive a damaged vehicle. I repeatedly followed up for feedback and received little to no communication. This conduct falls short of the standard of service and fair treatment reasonably expected from an insurer.

On 9 February 2026, after reviewing the revised quotation, I declined it and requested further engagement. I followed up again on 10 February 2026, yet no response was provided. The continued lack of communication demonstrates a disregard for my rights as a policyholder and has caused unnecessary inconvenience, frustration, and prejudice.

In light of the above, I formally demand the following:

Immediate settlement of my claim based on the independent quotation submitted;