Nobody likes hearing “claim rejected.” But sometimes it happens, and when it does, you need to know why and what you can do about it. Pineapple spells out both the reasons and the process, so you don’t get blindsided.
Why a Claim Might Be Rejected
Here are some of the common culprits that trip people up:
Fraud or dishonesty – exaggerating your losses, “forgetting” details, or submitting dodgy info.
Deliberately caused events – if you or someone working with you sets up the incident, Pineapple won’t play along.
Skipping your responsibilities – like not updating your address, not maintaining your car’s roadworthiness, or ignoring Pineapple’s requests during a claim.
Exclusions – some events just aren’t covered (riots unless SASRIA applies, nuclear incidents, wear and tear, unauthorised repairs, etc.).
Double-dipping – you can’t claim the same stolen laptop under Household Contents and again under Specified Items. One incident, one payout.
Your Right to Object (and How to Use It)
Getting a rejection letter for your claim isn’t the end of the road. You have a formal path to push back:
Start with Pineapple
You’ve got 90 days from the rejection letter to lodge your objection directly with Pineapple.
Include your reasons — the stronger and clearer, the better.
Email addresses and contact details are listed in your Disclosure Notice.
Escalate if Needed
If Pineapple doesn’t budge, you have 6 months immediately after the 90-day window to:
Contact the National Financial Ombud Scheme South Africa (NFO), or
Serve a summons on the insurer.
Know the Trade-Off
Taking a matter to NFO doesn’t stop you from issuing a summons, but the time the Ombud spends on your case eats into your 6-month legal-action window.
Formal Complaints
If your issue isn’t about a single claim but about Pineapple’s behaviour (say you believe they weren’t fair, prompt, or transparent), you can lodge a formal complaint using the Disclosure Notice contacts.
Why This Matters
Knowing the rules helps you avoid rejection, and it also means that if things go sideways, you’ve got a roadmap for fighting your corner. Timelines are strict, so don’t wait until it’s too late.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.