"Pineapple's Appointed Assessor Quest Claims Delayed and Undervalued Our Third-Party Claim"

We are a third-party claimant pursuing a claim against a Pineapple policyholder. The claim has been handled by Quest Claims, the assessor Pineapple appointed to assess it — and the experience has fallen well short of what we'd expect from either party.

Delays: We sent a formal decline email on 14 August 2026 at 12:08, rejecting Quest Claims' initial offer, and made repeated calls to Veronica at Quest Claims to follow up. We received no response for 13 days. We responded to every email the same day it was received throughout this process — the delay sits entirely with Quest Claims.

Pricing dispute: When Quest Claims finally responded, it was with an offer adjusted by only R1,000.00, based on a screenshot from an unverified site with zero independent reviews, despite the listing displaying a default star rating. There is no way to verify this listing's pricing or reliability, and it is not even the OEM part specified in our original quotation.

We formally submitted a dated, dealer-issued quotation from Mercedes-Benz Lifestyle Centre Menlyn for the genuine OEM part on the exact vehicle: R31,142.20 incl. VAT — more than double what Quest Claims offered. Despite having this formal Mercedes-Benz quotation, Quest Claims rejected it in favour of the unverified, unreviewed promotional screenshot.

As the insurer, Pineapple is ultimately accountable for the conduct and assessments of its appointed provider. We expect this claim to be resolved using accurate, verifiable pricing, and without further delay.