1 reviews | Active since Jun 2026
Approved claim, but manager escalation request has gone unanswered
I have been a Naked customer since 2022 and recently submitted a claim after my iPhone 13 was ******.
While Naked approved the claim and offered a replacement device, I raised concerns regarding the insured value of my phone. When I signed up, the Naked app made insured value of R20,000, which I re**** on when taking out the policy and paying premiums. However, during the claim process, I was advised that the replacement value of the device is R14,995.
I requested clarification on how the insured value was determined, what measures Naked takes to prevent customers from being overinsured after their app gives it value, and whether the matter could be reviewed by a manager.
Unfortunately, after requesting escalation to a manager, communication appears to have stopped and I have not received a response to my concerns.
I am not disputing that Naked has offered a replacement device. My concern is the lack of response regarding the misleading app, overinsurance issue and my request for managerial review.
I would appreciate a response from Naked addressing these concerns and providing clarity on the valuation process used throughout the policy period.
When it comes to electronic items, these are insured based on their current market value. This means it’s important to review and update the replacement value of your items from time to time through the app. Doing so ensures that you’re not overpaying for your cover and also not overinsured in the event of a claim.
At claims stage, if we are able to source a replacement, the total cost of the claim will not exceed the insured amount reflected on your policy. This process is in line with the terms and conditions outlined in our policy wording.
We can confirm that a manager has been in contact with you to address your concerns further.
When it comes to electronic items, these are insured based on their current market value. This means it’s important to review and update the replacement value of your items from time to time through the app. Doing so ensures that you’re not overpaying for your cover and also not overinsured in the event of a claim.
At claims stage, if we are able to source a replacement, the total cost of the claim will not exceed the insured amount reflected on your policy. This process is in line with the terms and conditions outlined in our policy wording.
We can confirm that a manager has been in contact with you to address your concerns further.
- The insured value was suggested by Naked's system and not determined by me.
- The AI rose system misled me to help naked benefit on higher premiums in the long run.
- No guidance appears to have been provided regarding reviewing or adjusting the insured value over time.
- The insured value was suggested by Naked's system and not determined by me.
- The AI rose system misled me to help naked benefit on higher premiums in the long run.
- No guidance appears to have been provided regarding reviewing or adjusting the insured value over time.