Worst Experience Ever!

I wish I could leave a 0-star rating. I am writing this absolutely flabbergasted by my claiming experience with Pineapple. I had a traumatic accident on 29 September 2022, but this experience has been even more traumatizing! I tried logging a claim on the application, and there was a glitch where the claim would not submit and go back to draft. I sent messages on the whatsapp number and on the app for a call back (more than once) and am yet to get a call back. I contacted Pineapple on 30 September to lodge my claim telephonically and arrange the towing of the vehicle (as described in my policy docs). I was told towing takes 24 hours and I will get a call from the towing company to arrange. On Saturday morning, once 24 hours had passed, I contacted the towing company to follow up on the tow. They had not received the request from the claims department. After numerous calls, an agent told me that the request was only sent on Saturday morning at 9am to the towing department and they do not work weekends so expect a call on Monday for the tow. On Monday, I made several more calls to follow up on the tow. I was passed from the claims department to the towing department and vice versa. The towing department still did not have the request to tow. Claims department was not helpful and told me to call towing. Eventually after getting upset, an agent logged a request for an immediate tow. During the towing process, I queried if I could get the rental car (as per my policy). I was told that I could not get the rental, until my car was towed as I am not allowed to have both cars in my possession. My policy does not mention this clause. My car was not drivable, and it was not my fault that it was not being towed. Heaven forbid 2 processes run in parallel - arrange the rental and also the towing or is the plan here to inconvenience your client as much as possible? I am being given the run around by numerous claims consultants and call center agents in different departments. I have asked questions regarding the claims process and have been given different feedback each time. My one query was regarding claiming back from the driver who caused the accident, the feedback received was varied each time: - the claims department will eventually handover to legal, and legal will claim back from the other drivers insurance - they are not sure of the process, it depends on the investigation - pineapple does not claim back from another insurer, and I am required to call quest claims for assistance - if I claim directly from the other drivers insurance, my insurance will not provide me with a courtesy car. I was told I would receive an email to submit a consent form and documents on 30 September and that this information would be crucial to starting my claim process. By 3 October, I had received nothing. I had to call twice to follow up and eventually had the email sent. I then received a request for documentation (on the app) and an email for my claim. I received 2 different consent forms and 2 different lists for documentation. I have been asked to go to the police station and take photos of the police report. Other insurance companies have the claims team do the actual investigation, not the client who was involved in an accident. Usually you submit the case number to insurance, and they follow up with the police for the report. I then had to take time out of my day to go to the police station for copies of the police report and pay R365. Is this not the investigators job? I did query this with the agent that sent me the message for this information, and her response was just a reminder to send the information. What if I was badly injured and could not go to the police station to get this report? Then my claim will not be processed? All my documentation was submitted on 5 October. The only feedback I have been given is the assessors report. This was supposed to take 48 hours (as advised by Pineapple) but took 10 days instead. I have now been following up for days on end, with 0 responses from Pineapple. I have some feedback on app saying they will request the claims consultant to provide me with feedback but have received nothing. My rental car is scheduled to go back on 25 October, and I need this to be extended. Also, not sure why I get a rental for 15 days, when my policy includes 30 days. What SLA's and TATs does this claims team have in place - judging by the pace of this claim, there are none in place. After being involved in an accident, it is a traumatic experience. I would have appreciated having a smooth claims process with proper assistance. Instead I am not getting the feedback required. I am left on hold for long periods of time or the calls go dead, and the agent cannot hear me (refer to the call recordings, this has happened 3 times). I am being transferred to different departments. When I moved to Pineapple, I was getting multiple phone calls and very helpful agents. All very willing to help me sign up. The minute you need assistance, the service is anything but helpful. I have sent an email to the claims department 4 October and was told they would revert. Still waiting! Your site advertises your insurance as ''More than Comprehensive''. Well, what I am experiencing is anything but comprehensive. Based on this experience I would never recommend Pineapple to anyone, and I would actively encourage anyone who is currently with them to cancel asap. Even if the premium is a bit higher with another insurer - it is worth having a better claims experience.