Extremely Disappointed With My Claim Experience

I am highly dissatisfied with the way my recent claim was handled. I have been paying my premiums consistently, with the insured amount clearly reflected on the Naked app. Yet when I submitted my claim, I was suddenly told that the payout would be based on “market value,” an explanation that was never communicated proactively or made clear during the years I’ve been paying for cover.

At no point did the app warn me that I was “over-insured,” nor did my premiums decrease when the supposed value of the device went down. Instead, the expectation was that I should constantly monitor and adjust the insured value myself, a responsibility that should be shared, especially for a digital insurer that markets itself as transparent and customer-centric.

The back-and-forth communication felt like I had to fight for what I’ve been paying for. The transparency was poor, the guidance unclear, and the experience frustrating. As someone who has multiple items insured with Naked, I expected a smoother and fairer process.

I am now reconsidering whether this insurer is truly aligned with customer needs. If this matter cannot be resolved properly, I will not hesitate to move my business elsewhere.