18 days no contact from Naked for my claim.

Absolutely brilliant at first, seamless sign up. However, when it came down to the handlings of the accident I am left disappointed.

Naked Insurance] Re: C***

Since the accident, I have encountered several issues that have raised serious doubts about the handling of my claim:

1. My car was towed using Nakeds app, but there was no record of this on their system. On the 7th of January 2025, at 12:28, Naked requested confirmation of the vehicle's location after it was towned , despite me having already informed Naked multiple times that the car was towed by their service.

2. On the 8th of January 2025, I received a call requesting that I must deliver my car to the panel beater of my choice. I had to explain again that I had already used your app to arrange the towing due to a petrol leak from the rear of the car, and Naked arranged for Jack G Roadside Assistance to collect it at the scene of the accident

3. On the 10th of January 2025, the assessor contacted me, stating that the car had been inspected and repairs were authorized through to Proline Express. This was later confirmed by Naked in writing.

4.On the 12th of January 2025, I received a call from Auto Gallery asking for a physical address to pick up the car. I had to explain once again that the car had been towed. This was a situation that should have been handled by my insurance company, not me. You assured me that the vehicle had been marked for release to Proline, not Auto Gallery, and expressed confusion as to why they contacted me. This left me even more concerned.

5. On the 13th of January 2025, I was contacted by Nuwagon Autobody, who informed me they had my car and asked whether to proceed with repairs. I then found myself once again having to mediate between Nuwagon Autobody and Auto Gallery. Both companies were offering conflicting information, and I was left to sort out the confusion. Furthermore, I was subjected to one company bad-mouthing the other, which I found highly unprofessional and frustrating. It became clear that the issue stemmed from their assessor submitting the repair job cards to two different panel beaters. While I understand human error, this back-and-forth has caused a great deal of unnecessary stress. Proline was never mentioned again which still strikes me as odd.

6. As of today, the 30th of January, I am still receiving conflicting updates from both Nuwagon Autobody and Auto Gallery. The ongoing confusion and lack of communication are deeply concerning as it seems both companies have my car. Further to this, its been 18 days since I last heard from Naked.

I understand that repairs take time, but my concern lies with the level of service, confusion, and lack of attention this case has received since the accident.