Worst Insurer in history

I had 4 cars insured with Pineapple Insurance (Officially got cancellation documents yesterday).

I had a car accident on 21/11/2025. I had the accident with my Audi A4 at the time, and it was a simple bumper bash accident, as I drove into the bake in front of me.

On the day of the accident, the tow truck driver was nearby and helped me get everything sorted with Pineapple. He took the car and I was told it was going to Renew-it Bedfordview. Pineapple contacted me later that morning to over the details of the accident. I went and did my police report and sent them a copy of it alongside photos from the accident and the antis document for the car. 2 Days later, the car was moved to Nu Wagon Autobody in Krugersdorp, without my knowledge. I have no idea how that panelbeater had my personal details as I didnt share anything with them, I did not even know my car was there, nonetheless, I was contacted by Nu Wagon Autobody to sent my details and documents through for them to get started on the car. I was quite reluctant at first, seeing as though this was an insurance claim and I assumed they would deal directly with the insurance. This is the first accident and claim I've ever had, so I was learning along the way. I looked up Nu Wagon Autobody to see who these people were, and what I found was not good at all, in fact very disturbing that 1. My car was at such a place and 2. That Pineapple can even consider this type of business to handle their customers cars. I called them as I was unhappy and concerned that they were contacting me directly and not Pineapple, but I was told to rest assured they had everything under control and would tell them not to contact me. About a week later, at 9pm at night, I was contacted by Nu Wagon again for updates with what was going on with my car.

The first quote came in from them, at R104k to fix the car. I couldn't understand how it could be that much, so I asked a friend at Audi to give me a like for like quote on what was quoted on for repairs. This came to R74k, from an Audi dealer themselves. I was back and forth multiple times with the insurance, always being told that they would get back to me, but every time I needed to call them for updates and follow ups, and to no avail at most times. They kept telling me the car would still be a right off, even at the R74k quote. On their original quote, I was also charged for a double excess, with no answer as to why, so I again had to call for clairification, and for my policy to updated as there was no need for a double excess.

I then asked what my car is insured for, which is retail value. I phoned a dealership, and got a price within minutes. It took Pineapple a week to get this same information.

During this time, I went onto my Pineapple app to see for any updates as I was not getting any calls or emails about it, only to find there was multiple claims on my profile, on different cars on my policy, that were not involved in any incidents. This got me thinking, perhaps they have done the claim on the wrong car.

Eventually about another week later, we discovered that Pineapple had done the claim on the entirely wrong car and this was why the quotes were not adding up to the value for repairs, etc. They had to cancel the whole claim and re-do it on the correct vehicle. At this stage, we were already deep into December.

Once the claim was changed, another quote was done on the vehicle from Nu Wagon Autobody, at R30k to repair the car. So we have now gone from R104k, to R74k, to R30k. No one at Pineapple could answer me as to how this made any sense. By this time, everyone had closed for the Festive Season, so my car stood at Nu Wagon Autobody over the holidays.

In early Jan, we called again to get updates, eventually they could not find where my car was. A simple phone call from myself to Nu Wagon, confirmed the car was still in their possession. The car was then moved a few days later, back to Renew-It Bedfordview. We asked for an assessor to go out and see the vehicle in person to asses the damages correctly. This was done, and another quote was given for R178k.

We had a back and forth fight with Pineapple over answers to how the price has changed so much, and tried to get them to go to Audi to fix the car as it was much more economical in price.

Eventually after weeks of back and forth, we settled for a write off on the car. Pineapple was very quick to send the courier to collect the Natis document, but I was still waiting for my payout.

Eventually I got my settlement, and I thought my trouble was over.

I got a call from Pineapple to ask me the outcome of my claim. It seems as though nobody in their offices speaks to one another. I told them I'd like to cancel the entire claim. I was told they would guarantee that this would never happen again but I was not interested. They then tried to further sell me another type of insurance, again, not interested. The man I spoke to on the phone confirmed that my policy was cancelled and told me within 5 minutes I would have my cancellation documents.

4 days later, I had to get back in contact with them to ask for my documents. I was told they had a system error, but they assured me the policy was cancelled. Naturally by this point, I didnt trust a word out of their mouths and demanded my paperwork, so I have proof of cancellation, and can continue with a new insurer.

My messages were ignored and I never received the documents. On the 1st of Feb, their debit order went off again, and for the full amount on the policy, including the car they have in their possession that I was paid out for.

I contacted them again, to confirm my cancellation. Again, I was told this was cancelled, yet they took my money. I asked for my documents, and eventually after another back and forth, I got the documents, and a refund for the debit order.