Misleading App Guidance and Zero Response from Naked/Hollard

<div>I logged a claim under my household contents cover after my TV was accidentally damaged by my toddler. The claim was declined, with Naked giving the unreasonable reason that my TV should have been listed under the “Portable Items” section of the app. A TV is by no measure portable. The app guidance itself states: “Your items that can be used away from home or are small enough to carry around.”<br><br>&nbsp;I disputed this decision, but Naked still insists that the TV should have been listed as a portable item, which makes no sense. I escalated the matter for internal adjudication on 27 August. A response was expected within 21 working days, but I received no reply. I followed up on 20 September — still no response.<br><br>&nbsp;Today I tried to call to speak to someone from the complaints department. The switchboard gave me the email and contact number of a manager named Waheeda. My email to her bounced back as undeliverable, and when I tried calling, the line cut off.&nbsp;<br><br>This has been a horrible customer experience — poor claims handling, lack of communication, and unacceptable service from Naked and its underwriter, Hollard. I request that this matter be properly reviewed and resolved, and that Naked/Hollard take accountability for the misleading app guidance and poor service I have received.</div>