Losing or damaging a valuable item sucks. But the claim process doesn’t have to. With a little prep work before anything happens — and some quick action if it does — you can make the whole experience much smoother (and way less stressful).
Before an Incident: Help Future-You Out
Do these now so you’re not scrambling later:
Keep the receipts – For your items, hold onto receipts, invoices, or bank/credit card statements.
High-value bling? – Jewellery/watches worth R5,000+ need a professional valuation certificate (renew every 5 years).
Snap it – Photos or a quick video walk-through of your valuables can prove ownership and condition.
Know your cover – Check that your items are correctly listed in your schedule with their real replacement values.
Know your excess – Understand what you’ll need to pay in if you claim. No surprises = less stress.
After an Incident: What To Do (Without Panicking)
Stay safe – People before possessions, always.
Report it –
Theft or crime? Report to SAPS within 48 hours and get a case number.
Lost luggage or other mishaps? Report to the relevant authority (airport, hotel, etc.).
Tell Pineapple – Log your claim ASAP (and within 30 days) via the app or website. Grab your claim number to confirm it’s registered.
Gather your proof –
Full details of what happened.
Proof of purchase/ownership/value.
Present damaged items if requested.
For phones: blacklist with EIR/IMEI.
Any legal docs/correspondence linked to the incident.
Mention if another insurance policy also covers the item.
Play it straight – Follow Pineapple’s requests, don’t admit fault or offer to pay anyone out of pocket without our written consent.
Quick Claim Hack
Think of your claim like a recipe:
Ingredients = receipts, photos, valuations, case numbers.
Steps = report, log, upload, follow-up.
Result = a smoother claims process and less admin pain.
Nobody wants to claim, but if you have to, a little prep and quick action make all the difference. Set yourself up now, and you’ll thank yourself later when the process feels less like a headache and more like a well-oiled machine.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.