Even with the best insurance, disagreements can happen. The good news? There’s a clear process for raising objections and complaints with Pineapple — and you’ve got rights as a policyholder that protect you along the way.
Step 1: Objecting to a Rejected Claim
If Pineapple rejects all or part of your Household Contents claim, here’s how to challenge it:
Raise Your Objection - Send your objection directly to Pineapple.
Provide Reasons - Be clear about why you disagree with the decision.
Timeline - You’ve got 90 days from the date of the rejection letter to do this (usually via the email address listed in your Disclosure Notice).
Step 2: Lodging a Formal Complaint
If you believe Pineapple hasn’t acted fairly, promptly, or honestly, or if you have another formal complaint, you can take it further. Use the contact details in your Disclosure Notice to lodge a formal complaint.
Step 3: Escalation to the National Financial Ombud Scheme (NFO)
If your objection doesn’t resolve the issue, you can escalate:
Contact NFOS - You have 6 months after the 90-day objection window to escalate your case to the National Financial Ombud Scheme South Africa NPC.
Serve Summons - Alternatively, you can issue a summons within the same 6-month period.
Important - If you don’t act within this timeframe, your right to challenge the decision falls away permanently.
The NFO Explained
The NFO is an independent body that helps consumers resolve disputes with financial service providers. Going to the NFO doesn’t cancel your right to take legal action — but the time they take to review your case will reduce the time left in your 6-month legal window.
Other Regulatory Bodies
Depending on your issue, you may also approach:
The Compliance Officer (Old Mutual Insure) - For compliance-related queries that Pineapple can’t resolve.
The FAIS Ombudsman - For complaints specifically about financial advice you received.
Key Takeaways
Document Everything - Keep all emails, letters, and dates in one place.
Stick to Timelines - 90 days for objections, then 6 months for escalation.
Know Your Rights - Multiple channels exist to ensure fair resolution.
Disputes aren’t fun — but knowing the process gives you confidence. Follow the steps, keep your paperwork tight, and stick to the timelines. That way, your rights as a policyholder stay fully protected.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.