Nobody ever wakes up excited to file an insurance claim. But when life throws the unexpected at you, the way you handle the first hours and days after an incident can make or break your claim. Pineapple lays out clear steps to follow: here’s how to keep things smooth and stress-free.
Before an Incident: Preparation is Key
Think of this as insurance admin that actually pays off later.
Keep records: Proof of purchase, ownership, and value statements are gold when it comes to proving your claim. For high-value items like jewellery, professional valuation certificates should be up-to-date and stored safely (digital + physical copies = best combo).
Know your policy: Familiarise yourself with your Policy Schedule, Compensation Limits, and Excesses. That way, you won’t be blindsided mid-claim.
Remember your role: Material information, reasonable precautions, and security measures aren’t just fine print — they’re conditions your payout depends on.
Immediately After an Incident: Critical First Steps
Stay safe first: Make sure you and others are okay. Property can be replaced; people can’t.
Police within 48 hours: If the event involves crime (like theft, malicious damage) or a traffic accident, notify SAPS within 48 hours and get a case number. Pineapple will need this.
Notify Pineapple within 30 days: You’ve got a 30-day window to register the claim via the Pineapple App or website. Don’t miss it — late notifications = no claim.
Get your claim number: No claim number, no claim record. This is your proof the process has officially started.
During the Claims Process: Cooperation and Documentation (Do’s and Don’ts)
Give full details: What happened, when, where, and how. Leave nothing vague; the clearer, the better.
Provide documents: Proof of purchase, ownership, and value within the timelines Pineapple sets (typically 2–14 working days). Keep those slips and emails.
Hand over items if asked: Sometimes Pineapple may need the damaged item itself.
Share legal docs: Court papers, third-party letters, accident reports — send them through.
Cooperate fully: Pineapple may need assistance tracing stolen goods, following up with third parties, or recovering costs. Refusing requests (like not sharing tracker data) can kill your claim.
Big no-nos without written consent:
Admitting fault (verbally or in writing).
Making promises to anyone.
Offering or accepting compensation
Repairs and Replacements
If Pineapple approves repairs or replacements, they must be completed within 6 months of claim approval. Miss that deadline, and the claim is considered stale.
Preparation before an incident + fast, thorough action after = a smoother, faster claim resolution. The steps might feel like admin in the moment, but they’re the difference between a straightforward payout and a rejected claim.
*The information provided here is for informational purposes only. For the full terms and conditions, please consult your policy wording.