Claim (C***) 27 July 2026 still not finalized

# HelloPeter Review – Naked Insurance Total Loss Claim Delays and Conflicting Communication

**1-Star Review**

I am extremely disappointed with the handling of my total loss claim (C***) by Naked Insurance.

My vehicle was declared a total loss on 3 August 2026, and I submitted the required documentation throughout August as requested. By 18 August, Naked had received the settlement letter from WesBank, and on 19 August my claim handler advised that payment processing was underway and that I should receive an update the following day.

That update never arrived.

On the morning of 21 August, I was informed that everything on the claim was in order and that management sign-off was the only remaining step. However, later that same day, I was unexpectedly told that a licence disc renewal was still required before the claim could proceed. This contradictory communication caused unnecessary frustration and uncer*****y.

I was also forced to independently contact Europcar to determine the status of my courtesy vehicle. Although Naked had already extended the hire period in their system until 4 September 2026, this information was never communicated to me despite my direct request for clarification. As a result, I was preparing to return the vehicle early to avoid possible penalties.

My main concerns are:

* Delays in processing despite documents being submitted timeously. * Failure to follow through on communicated timelines. * Contradictory updates regarding claim readiness. * Poor communication regarding courtesy vehicle arrangements. * Last-minute requests for documentation that could have been identified much earlier.

I have now requested a senior management review of the claim and hope Naked resolves the matter urgently. Customers experiencing a total loss situation are already under significant stress and should not have to chase updates or deal with changing requirements throughout the process.

I would appreciate a prompt response from Naked Insurance and a clear timeline for final settlement of this claim.