When you chat to Pineapple about your insurance, know you’re dealing with our consultants, a.k.a. real people (not bots) who are here to help you understand and manage your cover. Knowing what they do, what they don’t do, and how they’re paid helps set the record straight.
Who Are Pineapple’s Consultants?
Pineapple consultants are full-time employees, authorised to act on behalf of Pineapple (underwritten by Old Mutual Alternative Risk Transfer Insure Limited). Their job? To introduce you to our products, explain how they work, and help you set up the cover you need.
They’re licensed and accredited for specific financial products. So when they give you advice, it’s always within the boundaries of what they’re approved to sell.
What Pineapple’s Consultants Are Responsible For
Sales & Support: Guiding you through Pineapple’s products and helping you choose cover that fits your needs.
Staying in Bounds: Only providing information and services on products they are trained, licensed, and authorised to sell.
Acting in Your Best Interest: They’re incentivised to provide good service, not to push unnecessary extras.
This clear boundary protects you as the policyholder and ensures every consultant you deal with is properly authorised and accountable.
How They’re Paid (And Why That Matters)
Consultants earn a salary plus performance-based bonuses. These bonuses aren’t about selling you the priciest product; they’re tied to productivity and the quality of service they provide.
Most importantly, their pay is built into your premium. You’re not being charged sneaky add-on commissions or separate service fees. It’s all transparent and upfront.
Why This Should Matter to You
You’re dealing with licensed pros: You can trust that every consultant is qualified to give the service you’re getting.
No hidden costs: The help you get is included in your premium — no extra commission surprises.
Service quality is rewarded: Their bonuses depend on how well they serve you, not how much they upsell you.
If you’re ever unsure about the service you’ve been given or want to double-check something, you can reach out to Pineapple directly via the App (which you can download here), website (pineapple.co.za), or the compliance contacts in your Disclosure Notice.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.