A Guide to Amendments and Queries
Your Household Contents insurance policy should reflect your lifestyle and the valuable items you want protected. Keeping it accurate is more than just a “nice-to-have.” It’s a responsibility that directly affects whether your cover stays valid and whether future claims get paid.
This guide will help you understand why updating your policy matters, what to expect when cancelling or adjusting your policy, what information you need to share, and how to make changes.
Why Accuracy Matters: The Principle of Material Information
The principle of material information refers to important information that Pineapple considers crucial in order to accurately assess your risk.
For Household Contents insurance, this includes:
Your residential address (especially if you move).
Security changes (installing or removing burglar bars, alarm systems, or armed response).
Claims history or previous burglaries.
Occupancy status (if your home is empty for 31+ consecutive days).
If your property is being let, sub-let, or loaned out.
Structural building alterations.
If these details are incorrect or outdated, it could be interpreted as misrepresentation, omission, or even fraud! And if that’s the case, Pineapple may:
Reject your claim.
Cancel your policy or declare it invalid from the start.
Recover past claim payouts.
Refund premiums (backdated up to 12 months, minus costs).
Bottom line: keep us in the loop to ensure your cover stays active and intact.
How to Update Your Policy
Making updates is simple:
Via the Pineapple App (The quickest option. Download it here: https://bit.ly/getPineapple).
On our website (www.pineapple.co.za).
Common updates you must notify us of immediately are:
A new address.
Adding/removing security measures.
Your home being unoccupied for 31+ days.
Planned structural alterations.
High-value new purchases (like jewellery over R5,000).
Got Questions? Here’s How to Ask
Live Chat: Available in the Pineapple App and on our website.
WhatsApp: Shoot us a message via our WhatsApp line (060 012 3771)
Keep records: Always save chat transcripts or emails if you’re discussing big changes.
Cooling-Off Periods
You have the right to change your mind within 14 days. This is known as the ‘Cooling-Off Period’:
New policies or reinstatements: Cancel within 14 days of receiving your welcome/reinstatement pack. If no claims were made, we’ll refund your premiums (minus cover used) within 31 days.
Policy changes (adding new risk items): Same 14-day rule applies from the date of confirmation. If no claims were made, we’ll refund related premiums (minus cover used).
Cancellations and Refunds
Standard cancellations can be done via the App or website. All cancellations are effective at midnight on the day you cancel. You’ll also be happy to know that there are no admin fees charged.
After cooling-off/with claims: No refunds on premiums already paid.
If the premium was submitted for collection, you’ll be refunded, but a R450 admin fee applies.
For any total loss claims, if your insured item is written off, the remaining premiums for that period aren’t refunded.
TIP: Keep your Household Contents policy up-to-date. By doing so, you can ensure your cover stays valid, claims remain hassle-free, and you always know exactly where you stand.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.