Disappointed

Having been with Naked for several years, I've largely been very impressed with them, and they normally live up to their advertising. However, I recently had an attempted burglary, and gave them a one star review for their disappointing service. They had offered emergency assistance, which never materialised that day, until it was late afternoon and I had to secure broken locks myself. This is inexcusable, and left me very vulnerable. There was clearly a problem with managing the claim and emergency services, and no department took responsibility to organise this. Unfortunately, they did not live up to their promise of no call centres, I had to call about 10 times, and kept getting passed from department to department.

However, Karabo did call and offer several apologies, and was largely helpful, especially with offering security guard services, that gave a lot of peace of mind. This is still something that needs improving, the communication around this was difficult, and one of the evenings following the break-in my request for the security guard was not responded to.

Fortunately, the claim process thereafter was handled with Naked's usual efficiency. I do hope to team has looked into handling bigger home emergencies as their company is growing, and becoming effective with emergency services and security.