A Step-by-Step Guide
Losing or damaging something valuable is stressful enough; filing the claim shouldn’t add to that. Your All-Risk cover is built to protect your portable valuables, but the claims process has a few non-negotiables. Here’s how to get it right, step by step.
Step 1: Notify Us (Within 30 Days)
Don’t wait. You need to let us know about the incident as soon as possible — no later than 30 days from when it happened.
Use the Pineapple App or our website (pineapple.co.za) to register the claim.
Make sure you get a claim number. Without it, the system doesn’t recognise your claim and neither can we.
Step 2: Report Crime-Related Incidents (Within 48 Hours)
If your claim involves a crime (like theft or deliberate damage):
Report it to the police within 48 hours.
Give us the official case number. The case number validates the circumstances of your claim.
Step 3: Share the Paperwork (and Proof)
Once your claim is logged, we’ll ask for documentation to back it up. Depending on the item, this could include:
Full details of what happened (where, when, how).
Information that helps us recover costs from other parties.
Details of any other insurance that also covers the item.
Proof of purchase, ownership, and value (within 2–14 working days, depending on the claim).
The damaged item itself, if requested.
Any legal or formal documents you’ve received about the incident.
Special notes:
Jewellery and watches (R5,000+): You’ll need a professional valuation certificate done before the loss, updated every 5 years. No certificate, no compensation.
Cellphones: You must blacklist the device with the Equipment Identity Register (EIR) and IMEI.
Step 4: How Compensation Works
If your claim is valid, we’ll decide how best to settle it and the choice will always be fair. That could mean:
Paying you the replacement cost,
Replacing the item with a similar one, or
Repairing it through an approved supplier.
We’ll base this on the replacement value of similar new goods at the time of the loss, up to your Compensation Limit, minus any Excess.
Claim Rejections and Disputes
Claims can be rejected for any of the following reasons:
Fraud, dishonesty, or deliberate damage.
Breach of policy conditions (e.g. no forced entry for stolen items, or an un-blacklisted phone).
If we reject your claim, you still have options:
Object to Pineapple: You have 90 days from the rejection letter to raise a formal objection with your reasons.
Escalate: If you’re unsatisfied with the outcome, you have another 6 months to contact the National Financial Ombud Scheme (NFO) or serve a summons.
If you miss these timelines, your right to challenge our decision falls away.
Claims can feel admin-heavy, but the process exists to protect both you and the broader Pineapple community. Following the steps, keeping your proofs handy, and sticking to the timelines will give your claim the best chance of being processed smoothly.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.