8 months of silence, then told to go to court myself

I was rear-ended while stopped at a stop street.

Naked approved my repairs. I paid my R1500 excess. I was told the recovery team would try to get in touch with the third party.

Then nothing.

For over 8 months, I heard nothing from Naked. No updates. No emails. No calls. I finally sent a follow up email this week.

When I finally got a response, I was told Naked had "overturned" the liability decision and accepted fault on my behalf. I was not asked for my consent. I was not told why.

Then Naked told me their recovery partner had closed the file. They said they could not contact the third party. They provided no proof of any attempts. They never asked me for additional contact information.

Finally, Naked told me I could take the third party to Small Claims Court myself.

I pay monthly premiums for Naked to handle claims on my behalf. Being told to go to court myself after 8 months of silence is not why I have insurance.

To make things worse, Naked confused my claim with a separate claim I had a month earlier(yes unfortunate me involved in two accidents within two months). Their own staff admitted the "mix up" in writing. A legal team member also backtracked on a liability decision, first saying the third party was "more liable", then later backtracked and calling it a "typo."

I have asked Naked to refund my R1500 excess. I am still waiting for a proper response.

If you want an insurer that communicates, fights for you, and takes responsibility, look elsewhere. I'm looking for another insurer at the moment.