Pineapple's FAQs

About Pineapple

Is Pineapple Open 24/7?

While our office hours are typically Monday to Friday, 08h00 to 17h00, Pineapple offers a mobile app that's accessible anytime. Through our app, available on Google Play, Apple iStore, and Huawei AppGallery, you can get a quote, activate a policy, file a claim, and more. Plus, we provide 24/7 roadside assistance and towing. So, even after hours, Pineapple has got your back!

Is Pineapple legit?

Pineapple is underwritten by Old Mutual Alternative Risk Transfer Insure Limited, one of the most established and trusted insurers in the game. We’re ranked *4.7/ 5 across HelloPeter and all app stores combined with a TrustIndex Rating of *9.8/10.

We’re not perfect, but we’re working on it. Watch this space.

What is Pineapple?

Only the best insurance provider in the country, that’s what (maybe we’re being biased, but anyway), and here’s why.

Pineapple is one of the leading pioneers in the South African digital insurer.

We’ve revolutionised how we do insurance by restructuring insurance products to limit the profit we may make as insurance providers. 

This is to maximise the value that a client gets, enabling us to distribute leftover premiums back to our members! 

To put it plainly, we do instant, fair and rewarding insurance.

We also aim to make insurance accessible to anyone, anywhere, anytime.

Pineapple is 100% digital – meaning you can generate a quote, activate a policy, lodge a claim, or update your coverage online without speaking to a consultant.

You take a picture of the item you’d like to insure, and the A.I. technology recognises the image, matching it to the correct policy and pricing category.

However, we also offer the option of dealing with a consultant. 

Our online support team and chatbot allow clients to receive help round-the-clock.

Chat with us on WhatsApp (087 131 1991), reach out to us via email ( or talk to us on our Pineapple app (our chat support function is on the very top left-hand corner).

Car Insurance

Are car insurance companies open 24/7?

Are car insurance payouts taxable?

Can car insurance be backdated?

Can car insurance cover repairs?

Can car insurance refuse to pay?

How are car insurance premiums calculated?

Is "Cheap" Car Insurance a Real Thing?

Is Comprehensive Car Insurance suitable for me?

Is car insurance required by law?

Is there such a thing as cheap car insurance?

What car insurance cover do I need?

What car insurance coverage do I need?

What does Comprehensive Car Insurance cover?

What happens if my vehicle is stolen or written off under Comprehensive Car Insurance?

Will Pineapple's Car Insurance Cover Windshield Replacement?

Will car insurance cover a blown engine?

Will car insurance cover windshield replacement?

Car Insurance Claims

Are car insurance claims public record?

Can a car insurance company cancel my policy after a claim?

Can a car insurance company refuse a claim?

Do car insurance claims affect my credit score?

How do car insurance claims impact your premium price?

How many car insurance claims can you make in a year?

What is needed to claim from your car insurance policy?

Why are car insurance claims rejected?

Single Item Insurance

Are there any circumstances where Pineapple's phone insurance won't cover my phone?

Can I insure any type of phone with Pineapple, or are there specific models covered?

Does Pineapple Insurance provide coverage for mobile phones?

Does Pineapple offer any discounts or promotional offers on their phone insurance?

Does Pineapple offer both contract and pay-as-you-go phone insurance options?

Does Pineapple's phone insurance cover incidents outside of South Africa?

How can I cancel my phone insurance policy with Pineapple if needed?

How do I sign up for Pineapple’s phone insurance?

What does Pineapple's phone insurance policy cover?

What is the excess for Pineapple's phone insurance policy?

Single Item Claims

How do I file a claim with Pineapple if my phone is damaged or stolen?

Did you know that filing a claim for a damaged, lost or stolen phone is easy, peasy, Pineapple squeezy?

If you’re on the Pineapple website, the following instructions are for you:

Step 1: Click “Submit a claim” (top right corner). 

Step 2: Sign into your account.

Step 3: Follow the steps to log your claim. 

Once your claim has been lodged, one of our friendly agents will be in touch with an update on your claim.

And if you’re on the app, these next steps will assist you in submitting your claim:

Step 1: Click the icon that looks like multiple pages (second from the right-hand side).

Step 2: Click on the broken heart icon 💔 titled ‘MAKE A CLAIM. Alternatively, click on the top right-hand corner, next to ‘Emergency Services’, and select the ‘General’ option. 

Step 3: Agree to the disclaimer, and proceed to fill in the details of your item and how it came to be lost or damaged, and when etc.

Our website also has three short videos documenting the ‘How to claim’ journey.

Scroll down to the ‘Claim in 30 secs’ section to find what you’re looking for.

How long does it take Pineapple to process a phone insurance claim?

The resolution of a claim varies depending on the circumstances. 

Allow us to explain.

Generally, once a claim is submitted and approved, it should take anywhere from a few hours to a few days to process. 

Usually, you’d only have to wait between 5 to 10 working days.

However, delays can be caused by clients submitting incomplete or incorrect information, communication delays, the company receiving a high volume of claims, and an investigation if we have concerns about fraudulent behaviour.

You can avoid delays by providing complete and accurate information and responding promptly to requests for additional information or documentation.

Still trying to figure out where to start? Not a problem.

We’ve put together a handy To-Do List feature on our app for you to ensure you’re not skipping any vital steps.

The feature ensures you give us all the necessary documentation upfront during the sign-up and "insuring" phase, which can help speed up the claiming process in the long run.

Afterwards, you’ll be left with only the damage and/or police report to complete based on the nature of the incident. 

To make a long story short, please ensure your to-do list items are up-to-date and complete. It’ll be worth it should you need to place a claim!

Is there a limit to the number of claims I can make with Pineapple's phone insurance?

Technically, there aren’t limits to the number of claims one can submit. However, the aim of insurance is to ensure users do not claim frequently and unnecessarily. 

Frequent claims, especially those lodged in a short period, may set off warning bells. 

So if you claim for a cracked or damaged screen 3 times in a year, you might be advised to find an alternative insurer as you’ve become a higher risk than we’d like to take on. 

We do this to ensure the protection of our community from frequent and fraudulent claimants. 

Furthermore, we advise against claiming frequently as the cost of your insurance and excess may increase, making the policy and coverage less worthwhile.

The 'Basic' Breakdown.