Navigating a Motor Claim: A Step-by-Step Guide
From Incident to Resolution — Here’s What to Expect
A car accident or similar vehicle incident is stressful enough. The claims process shouldn’t add to that frustration. So, to avoid all that, here’s your clear, no-nonsense guide to making a motor claim with Pineapple..
Step 1: Immediate Action & Notification (Within 30 Days)
If something happens that might lead to a claim, let us know as soon as possible — and no later than 30 days from the date of the incident. You can log your claim via the Pineapple App or our website (www.pineapple.co.za).
Important: Get a claim number. Without it, we have no record of your claim.
Step 2: Police Notification (Within 48 Hours)
If the incident involves a traffic accident or a crime (like theft or intentional damage), you must report it to the police within 48 hours.
You’ll be required to share your official case number with us, this is essential for validating your claim.
Step 3: Provide Required Documentation & Information
Once your claim is registered, we’ll ask for information to assess it. Be ready with:
A full account of what happened (what, when, where).
Any details we need to recover costs from other parties.
Information on other insurance policies covering the same event.
Any relevant correspondence or legal documents.
An accident report.
Third-party contact details.
Pictures of your vehicle’s registration disk and the third party’s.
Pictures of the accident scene (various angles).
A picture of the third party’s vehicle.
Photos of all damage to your vehicle.
A sketch showing the positions of vehicles and other details at the scene.
Step 4: Vehicle Towing (If Needed)
If your car needs towing, call us first. We’ll arrange an approved repairer and cover reasonable towing plus storage costs as set out in your policy schedule.
Warning: If you use your own (non-approved) towing service, you’ll be liable for the costs. If your claim is approved, we’ll deduct these from your settlement. And if your claim isn’t valid, you’ll need to cover the cost entirely.
Step 5: Compensation & Resolution
If your claim is valid, we’ll decide how to compensate you. This could mean:
Paying for repairs at an approved repairer.
Replacing the damaged item via an approved supplier.
Paying you the loss amount in cash.
Your payout will be based on your Insured Value Type (Retail or Specified Value), minus any Excess, Depreciation, and Betterment.
Claim Rejections & Disputes
We may reject a claim for reasons including:
Fraud or deliberate damage.
Driving under the influence.
Using the vehicle for undeclared purposes.
Not meeting policy conditions (e.g., inactive tracking device, vehicle not roadworthy).
If your claim is rejected:
You have 90 days from our rejection letter to object and explain why.
If we still decline, you have 6 months to contact the National Financial Ombud scheme (NFO) or serve a summons.
Bottom line: The quicker you notify us, provide the right documents, and follow these steps, the smoother your claim will be. So you can get back on the road without the least amount of drama.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.