1 reviews | Active since Oct 2013
Extremely Disappointed with the Service – Lack of Communication and Honesty
<div>In February 2024, my car was hit by another driver while my girlfriend and I were out. The driver was very apologetic and provided her details. I promptly opened a police report and filed a claim through my insurer, Naked Insurance. I had to pay my excess, and Naked was supposed to recover it from the third-party insurer (Outsurance). However, it's now been six months, and I am VERY disappointed with the service I've received. Throughout this entire period, Naked never once reached out to me first. Every single update I received was because I initiated contact. If I hadn’t been proactive, I would have been completely in the dark about the status of my claim. Six months later, I was informed that they are closing my case because they couldn’t recover my excess. I spoke with a representative named +++ last week, who informed me that they were in the process of switching to new lawyers because the current ones were closing cases too early. He assured me that my case would be handed over to the new lawyers. Today, just seven days later, I was told that my case has been closed. Did the new lawyers work through my case in five working days, or was ++++ being dishonest to get me off the phone? When I emailed, his team lead had to respond, likely because they knew they messed up when he **** about the "new lawyers." Additionally, my case was in limbo for a while because they couldn't get hold of the witness (my girlfriend). This is baffling because they had already gotten her statement months prior. It seems as though they failed to properly document or follow up on critical information. What’s more frustrating is that they never attempted to obtain video footage from the building next to the accident scene. The lack of communication, follow-up, and thoroughness in handling my case has been extremely frustrating and disappointing. I expected much more from an insurer, especially in terms of keeping their clients informed and advocating for them in such situations. I wouldn’t recommend Naked Insurance at all. They spend all their money on adverti*****t but are too cheap to spend on the lawyer fees to get back your claim when it really matters.</div>
Thank you for sharing your experience with us, and we sincerely apologize for the frustration and inconvenience you've encountered. We completely understand how disappointing and stressful this situation has been for you, and we take your feedback very seriously.
We regret that the communication regarding your claim has not met your expectations, and that you had to be the one to initiate contact on multiple occasions. This is certainly not the level of service we strive to provide.
Regarding the closure of your case, we understand your concerns about the transition to new legal representation. Our intent was to ensure that your claim was handled with the utmost attention, but we acknowledge that the process may have been mishandled, leading to unnecessary confusion and delay.
We also understand your frustration regarding the witness statement and the potential evidence that may not have been adequately pursued. Your feedback has highlighted areas where we need to improve our process, particularly in maintaining thorough communication and follow-up.
Please know that your feedback has been escalated to our management team for further review. We are committed to learning from this experience and making the necessary adjustments to prevent this from happening in the future. If there is anything more we can do to assist you or if you would like to discuss this further, please do not hesitate to contact us directly.
Once again, we apologize for the inconvenience caused and appreciate your patience and understanding.
Thank you for sharing your experience with us, and we sincerely apologize for the frustration and inconvenience you've encountered. We completely understand how disappointing and stressful this situation has been for you, and we take your feedback very seriously.
We regret that the communication regarding your claim has not met your expectations, and that you had to be the one to initiate contact on multiple occasions. This is certainly not the level of service we strive to provide.
Regarding the closure of your case, we understand your concerns about the transition to new legal representation. Our intent was to ensure that your claim was handled with the utmost attention, but we acknowledge that the process may have been mishandled, leading to unnecessary confusion and delay.
We also understand your frustration regarding the witness statement and the potential evidence that may not have been adequately pursued. Your feedback has highlighted areas where we need to improve our process, particularly in maintaining thorough communication and follow-up.
Please know that your feedback has been escalated to our management team for further review. We are committed to learning from this experience and making the necessary adjustments to prevent this from happening in the future. If there is anything more we can do to assist you or if you would like to discuss this further, please do not hesitate to contact us directly.
Once again, we apologize for the inconvenience caused and appreciate your patience and understanding.