Experiencing a loss is stressful, but a claim doesn’t have to be. Pineapple sets out a clear process that helps you log, validate, and finalise claims efficiently.
Following these steps closely keeps your cover valid and your claim moving forward.
Step 1: Notify Pineapple (Within 30 Days)
Deadline: You must notify Pineapple of the incident as soon as possible, but no later than 30 days after it happens.
How: Use the Pineapple App or the website (pineapple.co.za).
Claim Number: Make sure you receive a claim number. Without it, Pineapple has no record of your claim.
Important: Missing the 30-day deadline means losing the right to lodge the claim entirely.
Step 2: Report to the Police (Within 48 Hours)
If the event involves crime (like theft, vandalism, or hijacking) or a traffic accident:
You must report it to the police within 48 hours.
Get a case number and provide it to Pineapple. This confirms the incident officially and is required for validation.
Step 3: Provide Full Information and Documents
Once your claim is logged, you must supply detailed information. Expect Pineapple to request:
A full account of the event (what happened, when, where).
Any other insurance policy details covering the same event.
Proof of purchase, ownership, and value statements (usually within 2–14 working days).
The damaged item itself, if requested.
Correspondence, legal papers, or third-party details relating to the incident.
For vehicle claims: accident reports, photos of damages, third-party registration disks, accident scene sketches, and contact details of other drivers involved.
The faster you provide these, the quicker your claim can be assessed.
Step 4: Cooperate and Comply with Pineapple’s Requests
You’re expected to give reasonable help, including:
Assisting Pineapple to recover costs from another party (if applicable).
Helping track down stolen items if they’re later recovered.
Providing consent for data checks (e.g., tracker beacon reports, billing records).
Failure to cooperate may result in Pineapple declining the claim.
Step 5: What Not To Do Without Consent
Unless you have written approval from Pineapple, you must not:
Admit fault (verbally or in writing).
Promise to compensate another person.
Accept or offer any form of settlement.
Taking these actions on your own could invalidate your claim, as they prejudice Pineapple’s ability to handle liability and recover costs.
Why This Matters
Following these steps keeps your claim valid, ensures Pineapple has everything they need to assess it fairly, and protects you against unnecessary delays or outright rejection. A valid claim relies as much on your cooperation and timing as it does on the event itself.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.