Your Pineapple policy is a contract, and like every contract, it has rules about how disputes are handled. Those rules are set by South African law. Here’s what that means for you if a disagreement ever comes up.
South African Law Applies
Pineapple's policy explicitly states: "South African law applies to this policy and only the courts of the Republic of South Africa may deal with any dispute in respect of this policy."
That means:
Any dispute will be dealt with under South African legislation.
Only South African courts have jurisdiction to hear disputes.
Even if you’re temporarily living abroad, you won’t find yourself fighting a claim in another country’s legal system.
This provides clarity and consistency for both you and Pineapple.
The Dispute Resolution Process
Insurance disputes can happen, but Pineapple sets out a clear, staged process for resolving them.
1. Raise an Objection with Pineapple
If your claim is rejected (in part or in full), your first step is to object directly to Pineapple.
You have 90 days from the date of the rejection letter to submit your objection.
The objection must include your reasons and should be sent to the contact email listed in your Disclosure Notice.
2. Lodge a Formal Complaint
If you feel Pineapple hasn’t acted honestly, fairly, or promptly, or you have a service-related complaint, you can submit a formal complaint through the official channels listed in your Disclosure Notice.
3. Escalate to the National Financial Ombud Scheme (NFO)
If your objection to Pineapple doesn’t resolve the issue, you may escalate the matter to the NFO (National Financial Ombud Scheme South Africa NFO).
The NFO is an independent body that mediates disputes between consumers and financial service providers.
You must contact the NFO within 6 months after the end of your 90-day objection period.
Note: If you approach the Ombud, it doesn’t cancel your right to issue a summons in court. However, the time taken by the Ombud to investigate will reduce the remaining time you have left in that 6-month legal window.
4. Legal Action (Serving Summons)
You also have the option to pursue legal action by serving a summons on the insurer.
This must be done within the same 6-month period following the 90-day objection window.
Why These Rules Matter
The process is strict, but it gives you multiple levels of recourse: first with Pineapple directly, then with an independent Ombud, and finally through the courts if necessary. It ensures disputes are handled fairly, transparently, and within clear timelines.
By knowing these rules, you can challenge a decision with confidence, provided you act within the set deadlines.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.