CT
Cathy T
1 reviews | Active since Jun 2019
22 May 2024, 09:24
Disappointed
I have always had such great respect for Naked Insurance but of late no more. Firstly, they put up our premiums and then the excess too. Nobody tells you that the excess has been changed until you have a claim. Why does the excess not remain the same as you have set it?? Secondly we have building insurance and because there were no lintels (old house and lintels were not used those days) so the bricks collapsed. We replaced with aluminium doors and windows and they say they don’t cover upgrading of a building. I’m not claiming for the aluminium windows but for the lintels to be put in and they cost 12k out my pocket! Wonder why I even have building insurance. I have a claim now for a heat pump and I have changed the excess back to what it was so let’s see now what they going to charge me!
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Replies (2)
Naked Insurance's replyOfficial
22 May 2024, 10:39Hi Cathy,
We regret hearing this type of feedback from our clients. We always strive to ensure that our clients receive the best service.
Please note that you were informed of your premium and excess increase by our team on the 26th of January 2024. We will be sending you proof shortly. Your premium is also directly influenced by the excess that you choose. The higher the excess, the lower the premium, and vice versa. Over time, the cost of claims typically increases. To ensure that Naked’s share and your share of the claims costs remain similar to when you originally chose your excess, we periodically review and update your excess.
If we don’t increase your excess over time, This means that Naked’s share of the claims cost increases which leads to higher premium increases. However, we always make the option available on the app for you to still adjust your excess once you’ve been renewed.
Regarding your previous claim, damage caused as a result of building alterations and renovations, and defective workmanship is a specific exclusion which is not covered. As such, your building is only covered for insured events.
Your current claim is still ongoing, and your claims handler will advise on the way forward.
We regret hearing this type of feedback from our clients. We always strive to ensure that our clients receive the best service.
Please note that you were informed of your premium and excess increase by our team on the 26th of January 2024. We will be sending you proof shortly. Your premium is also directly influenced by the excess that you choose. The higher the excess, the lower the premium, and vice versa. Over time, the cost of claims typically increases. To ensure that Naked’s share and your share of the claims costs remain similar to when you originally chose your excess, we periodically review and update your excess.
If we don’t increase your excess over time, This means that Naked’s share of the claims cost increases which leads to higher premium increases. However, we always make the option available on the app for you to still adjust your excess once you’ve been renewed.
Regarding your previous claim, damage caused as a result of building alterations and renovations, and defective workmanship is a specific exclusion which is not covered. As such, your building is only covered for insured events.
Your current claim is still ongoing, and your claims handler will advise on the way forward.
Naked Insurance's reply22 May 2024, 10:39
Official
Hi Cathy,
We regret hearing this type of feedback from our clients. We always strive to ensure that our clients receive the best service.
Please note that you were informed of your premium and excess increase by our team on the 26th of January 2024. We will be sending you proof shortly. Your premium is also directly influenced by the excess that you choose. The higher the excess, the lower the premium, and vice versa. Over time, the cost of claims typically increases. To ensure that Naked’s share and your share of the claims costs remain similar to when you originally chose your excess, we periodically review and update your excess.
If we don’t increase your excess over time, This means that Naked’s share of the claims cost increases which leads to higher premium increases. However, we always make the option available on the app for you to still adjust your excess once you’ve been renewed.
Regarding your previous claim, damage caused as a result of building alterations and renovations, and defective workmanship is a specific exclusion which is not covered. As such, your building is only covered for insured events.
Your current claim is still ongoing, and your claims handler will advise on the way forward.
We regret hearing this type of feedback from our clients. We always strive to ensure that our clients receive the best service.
Please note that you were informed of your premium and excess increase by our team on the 26th of January 2024. We will be sending you proof shortly. Your premium is also directly influenced by the excess that you choose. The higher the excess, the lower the premium, and vice versa. Over time, the cost of claims typically increases. To ensure that Naked’s share and your share of the claims costs remain similar to when you originally chose your excess, we periodically review and update your excess.
If we don’t increase your excess over time, This means that Naked’s share of the claims cost increases which leads to higher premium increases. However, we always make the option available on the app for you to still adjust your excess once you’ve been renewed.
Regarding your previous claim, damage caused as a result of building alterations and renovations, and defective workmanship is a specific exclusion which is not covered. As such, your building is only covered for insured events.
Your current claim is still ongoing, and your claims handler will advise on the way forward.
CT
Cathy T's updateReviewer Update
23 May 2024, 12:37Strange that I never received that email. I saw on the app that my monthly amount would change and never thought it was excess as I have been with naked insurance for a few years and never once has my excess been changed until now.
Now that I have a claim then I get notified by the supplier my excess is a different amount.
But none the less, I think this is really bad of you guys. Suddenly now excesses were changed. What happened to the year before because my excess has never been changed before by you.
I have now changed it so please do not tamper with my excess amounts.
I also note that a response is only given on the excess. What about the lintels I had to put in? Please send me a policy on the building insurance outlining exactly what you cover and don’t cover so that I can go shopping for another building insurance.
Thanks
Now that I have a claim then I get notified by the supplier my excess is a different amount.
But none the less, I think this is really bad of you guys. Suddenly now excesses were changed. What happened to the year before because my excess has never been changed before by you.
I have now changed it so please do not tamper with my excess amounts.
I also note that a response is only given on the excess. What about the lintels I had to put in? Please send me a policy on the building insurance outlining exactly what you cover and don’t cover so that I can go shopping for another building insurance.
Thanks
CT
Cathy T's update23 May 2024, 12:37
Reviewer Update
Strange that I never received that email. I saw on the app that my monthly amount would change and never thought it was excess as I have been with naked insurance for a few years and never once has my excess been changed until now.
Now that I have a claim then I get notified by the supplier my excess is a different amount.
But none the less, I think this is really bad of you guys. Suddenly now excesses were changed. What happened to the year before because my excess has never been changed before by you.
I have now changed it so please do not tamper with my excess amounts.
I also note that a response is only given on the excess. What about the lintels I had to put in? Please send me a policy on the building insurance outlining exactly what you cover and don’t cover so that I can go shopping for another building insurance.
Thanks
Now that I have a claim then I get notified by the supplier my excess is a different amount.
But none the less, I think this is really bad of you guys. Suddenly now excesses were changed. What happened to the year before because my excess has never been changed before by you.
I have now changed it so please do not tamper with my excess amounts.
I also note that a response is only given on the excess. What about the lintels I had to put in? Please send me a policy on the building insurance outlining exactly what you cover and don’t cover so that I can go shopping for another building insurance.
Thanks