Disappointing claim handling after years of good service

I had been insured with Naked for about four years, and my previous claims were effortless with a smooth and efficient process. Unfortunately, my most recent claim in May 2025 was a complete disappointment. I was involved in an accident where the third party fled responsibility. I submitted all the requested information, including details of the individual involved, and even indicated that he is a government official who could be located at the relevant department offices. Despite this, the claim was flagged for investigation.

I was required to pay an excess fee of R7,500, which I was advised would be reimbursed once the cost was recovered from the third party. Communication thereafter became extremely unpleasant. I followed up multiple times via email for updates, only to later be informed that the matter was being handled by Quest. The last communication I received was on 7 November 2025, and since then I have received no feedback or updates.

To date, I have not been reimbursed the excess fee. To make matters worse, my vehicle repairs were poorly handled by Winclo. The car was returned with the incorrect paint colour, and the boot does not close properly as it needs panel beating. I raised these issues, but Winclo failed to correct them. This entire experience was stressful, frustrating, and far from the standard of service I had previously experienced with Naked. Due to the lack of communication, unresolved reimbur*****t, and poor workmanship, I ultimately decided to cancel my insurance.