****** car pay out process and review of service

On the 7th of june my pride and joy got ****** from my street. Luckily I was insured comprehensively. Reporting the car as ****** was very easy with Naked, their app is very good and intuitive.

I was assigned someone that dealt with my claim throughout, Neo, who was relatively easy and friendly to deal with at first.

Overall the experience was semi-professional and I would like to add a few important notes for people going through this particular claim process with Naked.

Naked does not give you a timeline. As of writing this (23jun), the payout amount has not reflected in my bank account, although I reported my car as ****** with SAPS and started the claim process with Naked on the 7th of June - for which I provided everything they asked for timeously (same day).

You'll be assinged a validitor. Sadly, the validity team and the claims team don't share information with eachother properly, so I had to provide information twice or trice, which took up time and energy (one is not in the best of moods when ones car gets ******). The whole system works best if your validitor phones and you have half an hour to chat on the phone; which is what happened with me.

After the validitor gives their recommendation, the claim moved "forward". After this, I was left with a lot of uncer*****y. I had to follow up with Neo twice or trice to ask where we're at.

I am writing the following in capitals because it was extremely distressing.

WHEN ASKED ABOUT THE PAYOUT AMOUNT, I WAS TOLD THAT THE PAYOUT AMOUNT WOULD UNGERGO VAT TAXATION

If I hadn't pointed Neo to the law, I don't know if Naked would have paid out the correct amount. Neo did apologise which was courteous, but the relevant staff should be trained for this.

Furthermore, Naked asks for the car keys and registration certificate to be mailed to them by registered mail. THEY DO NOT PAY FOR THIS, which is extremely uncurteous. Only today, because I asked was I told this amount would not be covered by Naked. I sent Naked all receipts and I still expect a repayment of sorts.

Lastly, I paid ahead for a months worth of cover for my car that got ****** on the 6th of the month. Sadly, only after asking, was I told that once the settlement has been completed will I get reimbursed for the pro-rata days cover.

This does not make sense to me. Why only then? I asked for an explanation off Neo but he could not answer me.

All in all, the experience left me feeling quite NAKED, unsure and unconfident. I felt like some things were handled well (not great, but OK) but other things terribly, hence the 2-star rating.

I think Naked claims dept has a lot to learn and should perhaps consider getting more experience in the team.

I hope this inspired the reader and company. Regards, Coen Sillevis Smitt