1. You                       
   Includes yourself, your spouse and any members of your immediate family who normally resides with you and are financially dependent on you.
    
2. Insurer / We / Us
   The underwriters of the PINEAPPLE insurance policy, being Compass Insurance Company Limited (Insurer), represented by Pineapple Tech (your Digital Intermediary) and Brolink (Pty) Limited, the claims administrator of the Insurer.
    
3. Insured items (as on the “My Stuff”) 
   Any item of property that is specifically listed in “My Stuff” that has been selected to be insured.
    
4. Dashboard               
   This is the home page of the application available by clicking the icon on the very left of the bottom toolbar
    
5. Premises
   Your home, outbuildings and the grounds on which they are built.

TOP TIP:

The general guideline in insurance is the event must be sudden and unforeseen.

Your insured items are covered for accidental damage or loss as a result of:

• Theft:
  Theft (including mugging and pick-pocketing) of items that are not left unattended; unless concealed and locked away in your car or in your premises. There must be clear signs of forced entry for items stolen whilst locked away in your car or premises.
   
• Remote Blocking:
  If insured items (as on the “Dashboard”) are stolen from your car without any forced entry and can be proven, by you, to be caused by interference with your remote control by a blocking device.

• Weather
  Storm, wind, water, hail, earthquake & lightning

• Fire
  Fire or explosion

Accidental damage or loss does NOT include any of the following
(The following examples are specifically excluded):

• Theft of the bicycle / pedal-cycle from an unattended vehicle unless:
  • the vehicle is locked, or the bicycle / pedal-cycle is locked to the vehicle; and
  • there are clear signs of forced entry or removal
• Accidental damage to bicycles / pedal-cycle while being used, unless the picture taken when the bicycle was insured clearly shows no damage.
• Accidental damage to drones, unless the picture taken when the drone was insured clearly shows no damage AND a picture of the drone, in-flight, is uploaded to the Pineapple App.  Drones are not covered if flown over a water body, used to carry objects other than standard camera equipment or flown in windspeeds higher than manufacturing specifications. 
• Accidental damage to sporting equipment (for bicycles, see point above), hobby equipment (for drones, see point above), or musical instrument while being used
• Loss or damage while items are mailed or couriered unless specifically agreed by us in writing
• Loss or damage of any insured item or in connection with any exchange, cash or credit sale agreement, include theft under false pretences and / OR fraud.
  (For example if you sell your stuff online and the buyer steals your stuff / or if you buy stuff and your stuff is never delivered, it will not be covered)
• You will only be covered if you are a permanent South African resident, not residing for more than 180 consecutive days outside of the country.
• Any type of virus or malware (harmful software such as viruses or Trojans)
• The cost of reproduction or repair of data or software
• Electrical, electronic or mechanical breakdown, unless accompanied or caused by other insured damage
• Any damage which is covered under a guarantee or warranty
• Accidental damage to all electronic screens, unless the picture taken when insuring the device clearly shows no damage.  (For the mobile phone which has the app installed, a picture can be taken in a mirror within the Pineapple App  "Additional Photos" feature)
• Loss or damage caused by domestic animals, wild animals, reptiles, moths, vermin or insects.
• Depreciation, or gradual causes such as wear and tear, deterioration, rust, rising damp and mildew, corrosion or decay
• The bursting, rusting, corrosion or deterioration of any firearm
• Flaws or defects, whether present when the item was new or discovered afterwards
• Defective design, specification, construction or material
• Any process of cleaning, dyeing, renovating, repairing or restoration process
• Chipping, denting, breakage, cracking or scratching (unless caused by theft, attempted theft, fire or explosion) of glassware, glass, porcelain or other brittle articles other than jewellery, cameras, fixed glass, TV sets or digital screens
• Lack of maintenance or upgrading
• Fluctuations in atmospheric or climatic conditions, or the effects of light
• Theft resulting from larceny-by-trick or theft resulting from knowingly lending the device.

• No refund after total loss claims - If a claim amounts to a total loss, we will not refund you any part of the premium, even if there is a remaining period of insurance.
   
• Cancellation of the policy - You may cancel the policy at any time. If we wish to cancel the policy, however, we must give you 31 days’ written notice.
   
•  Pay your premiums on time - All premiums are payable in advance by way of debit order, credit card or debit card (depending on selection via mobile app), before your policy starts. The Insurer will allow you a 15 day grace period for premium payment to enable uninterrupted cover.
  
  On a monthly policy if the premium is paid by debit order this will be presented on the day selected by you (or the first working day thereafter) and the policy will automatically be renewed.
  If the debit order is dishonored by your bank:

1. as a result of your instruction to the bank to stop payment of the debit order, the policy will lapse from the last day of the month for which premium was received
2. for any other reason, the following month a debit will be submitted to the bank for two months premium. If this debit is returned unpaid, the policy will lapse from the last day of the month for which premium was received.

• Debit Order References -

1. The abbreviated name as registered with the bank is Pineapple
2. The agreement reference number will be your
   policy number

• Period of insurance – the period of insurance / cover will be valid on a monthly basis and for which premium has been received.

1. Give us accurate information - You must make sure that all the information you give us about yourself, your property and your risk profile is true and accurate.
    
2. Reasonable care - You are required to take a reasonable amount of care to protect all your insured items to mitigate the risk of accidental damage and loss.
    
3. Prevent/minimize loss or damage when an event has occurred - you must take all reasonable steps to prevent loss or damage, and reduce the damage to your insured property after an event has occured.
    
4. Notify us of any material changes – you must tell us of any material change that might affect your risk profile or acceptance of cover or the premium charged.
    
5.  Do not commit fraud - all dealings concerning this policy must be done honestly and in good faith. If you are found to have engaged in fraudulent or dishonest behavior, you will lose all rights to claim and premiums paid, and your policy will be cancelled from the date of the fraud.
    
6. Agree to comply with Insurers’ reasonable instructions and requests.
    
7. Obtain consent before doing any repairs / proceeding with replacement of an item - you must obtain consent from the Insurer before proceeding with / authorizing any repairs / replacement, failing which your claim may be rejected (as we might be able to get it repaired / replaced at a lower cost and higher quality through our network).
    

8. Our rights to Salvage - You must keep the property / item that has been damaged so that we can inspect it. You must not dispose of any damaged items without our consent. The Insurer is entitled to any salvage value on recovered or damaged items that have been replaced.
    

9. Keep jewellery and watches in a safe - you must keep all jewellery or watches valued at more than R5000 in a securely locked wall or floor-mounted safe when not in use.
    
10. Provide us with jewellery certificates - When applying for your policy, you must provide us with a valuation certificate from a registered jeweller or valuator for all items of jewellery and watches above R10 000. All high value items of R10 000 and above will require proof of purchase and/or ownership to validate your claim.
     
11.  Dual insurance - if you have any other insurance policies insuring the same item for the same cover, the claim will be paid proportionately.

1. Notify us as soon as reasonably possible - notify us of any event that may give rise to a claim, as soon as possible, via the mobile application, but no later than 30 days after the event. Provide us  with all relevant details.
    
2. Notify the SAPS within 24 hours of any loss or theft of property - the police report number is to be given to us.
    
3. Give all assistance in the identification and physical recovery if any lost or stolen property is located - following indemnification, any recovered property belongs to the Insurer.

6.1 Important time limits

If you go beyond any of these time limits, your right to the payment of the claim will lapse:

1. If we formally reject or dispute a claim, you have 90 days to appeal this decision.
2. If we maintain our rejection, you have a further 180 days to pursue any legal action against us.
3. Your claim will no longer be legally enforceable after 365 days, unless you have started legal action against us.

We can choose to replace or pay

We will pay you out based on the replacement cost, or amount specified (the lower of the two), of any damaged or lost insured items (as on the Dashboard) provided you adhere to all the policy requirements and your premiums are paid on or before the due date (as reflected on the Dashboard).

7.1 You always pay the first amount, or excess

You will always have to pay the first part of any claim settlement. This is known as the excess, and this information is available on the policy schedule.

7.2 What if you are under-insured?

If you have insured your insured items (as on the Dashboard) for less than its replacement value – i.e. you are under-insured – then you will have to bear a proportion of any loss in the event of a claim. In calculating this, we will apply the principle of average.

7.3 Claiming within 30 days of insuring?

A double excess applies when claiming within 30 days of insuring an item.
TIP: This double excess will not apply if you have connected to 10 members who are also insured on Pineapple.

.

1. You may appeal

If we reject or dispute your claim, you have the right to appeal that decision. Send your complaint, in writing, to:

Compliance Officer: Adel Walker
Telephone: 011 745 8333
Email address: adel.walker@compass.co.za

Please note: You have 90 days from receipt of our rejection or dispute to lodge your appeal. If we maintain our rejection, and you wish to start legal action against us, you have a further 180 days to do this.

1. You may also contact the Ombudsman

At any stage of a claim, you have the right to communicate with the Insurance Ombudsman, an independent body that investigates insurance complaints from consumers. The contact details are:

Ombudsman for Short-term Insurance

Tel: 086 066-2837
Fax: 011 726-5501

PO Box 32334

Braamfontein 2017

Website: www.osti.co.za              

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