Extremely Frustrating Claims Process – Unreasonable Demands & Delays

I am very disappointed and frustrated with Naked Insurance’s handling of my claim. I submitted a claim on 21 April, and instead of a smooth process, I’ve been dragged through endless back-and-forth requests. Naked keeps asking for documents one by one instead of providing a clear, complete list upfront, which is unnecessarily delaying the process. I made myself available for the required assessment, yet shortly after, I was told to provide an itemised billing report from MTN by no later than 4pm tomorrow. When I contacted MTN, they advised that itemised billing is not available for prepaid numbers, and the only possible route is through 30988, which can take up to 14 working days. I immediately communicated this to Naked and asked for an alternative, but their response was: "Unfortunately, these timelines are set by the network provider and are outside of our control…" This response is unacceptable. It effectively puts me in a position where my claim could be declined due to factors completely beyond my control. I feel completely helpless and as though the process is being dragged out intentionally. I have been a loyal customer since 2023, paying over R14,000+ in premiums, yet when I actually need assistance, I am met with rigid processes, poor support, and zero flexibility. This experience has been exhausting, stressful, and very disappointing. I expected far better from Naked Insurance. I urgently request:

A fair and reasonable alternative to the requested document Proper assistance in resolving my claim A more streamlined and transparent claims process