Forced into vouchers

My cellphone a s23 ultra was lost. Naked could not supply me with a replacement from their service providers and offered me vouchers. Despite me having to ask daily and more than once for feedback I was being forced into a take alot voucher aswell as an istore voucher

I am not happy to take a voucher and I don't have the money to out lay at the moment up front to be reimbursed. I don't understand if it is about me purchasing the same device is what I understand why would url offer me a istore voucher

I would like to escalate this matter to management as from what I understand I'm suppose to be put back in the same position I was. If there is no joy in me getting a cash payment please can I have it writing that my claim has to only be settled with a voucher as explained so that when I submit to the ombudsman I have all my ducks in a row. I do understand its not your fault but it's quite frustrating as I have been a naked customer for quite some time and to be forced to buy sumting with a voucher which I can't afford the difference I don't think it's fair. What do I do with a R25000 voucher when the phone is this price.

Hi Abdul, Your previous claims were for repairs which are handled differently from total loss claims. As this device was lost, we can only settle you in cash after the device has been replaced and you've provided us with proof of purchase from a reputable supplier. As such, we have to offer you a voucher or claims card for the time being. Kindly let us know how you would like to proceed.

I obtained a quote from amazon according to the above reply it must be from a reputable buyer. The whole world purchases from Amozon how can they not be a reputable buyer.

I am being forced now to take a R25000 take alot voucher and I have to put in the difference of R10 000 to obtain the same device as I've been instructed to yet I was offered all other different types of vouchers aswell as one from the istore how do I purchase a samsung products if its about me purchasing the same device.

My last two claims naked could not provide a replacement and offered me cash from the onset. To my understanding I should be put in the same position I was in. My position was a samsung s23 ultra not vouchers that I can't purchase the exact model and if naked can't supply the replacement I should be able to get a cash payout to purchase my own replacment as I can get it from other online overseas stores. Bottom line what I do with my claim pay out should be my buisness as I'm not asking for extra asking for what I am insured for yet im being forced into to vouchers which I assume naked gets at a discounted cheaper rate.

To my understanding the insurer nor the insured should benifit both should be left in the same position.

Hi Abdul, Your previous claims were for repairs which are handled differently from total loss claims. As this device was lost, we can only settle you in cash after the device has been replaced and you've provided us with proof of purchase from a reputable supplier. As such, we have to offer you a voucher or claims card for the time being. Kindly let us know how you would like to proceed. How can I now be forced to purchase the same device the be reimbur*****t for cash what is the point of Insurance. Why then am I offered an istrore voucher.

My previous claim was for total loss as they could not replace the damaged phone so a phone being lost why should it make a difference

I have had perfect service thus far now at claim stage when I have requested answers and assistance I am being given the run around.

The service received from Sonia that I have to practically beg for feedback isn't fair. I only get feedback

I was then informed by daryl via a telephone conversation at 11:00 that a meeting was scheduled for 14:00 to discuss my matter and I would receive feedback no later than 14:30 today. I asked the matter to be escalated to management and he informed me he was part of management and would escalate it to the necessary department. This is the reply received from Sonia

Hi Abdul, Sonia here from Naked. Thank you for your email, and apologies for the delay in this regard. We will be discussing your claim in detail with our management team. We will only be able to advise on the way forward within the next 2 working days (probably sooner) after this discussion this afternoon at 2pm and once sign-off has been received upon finalisation of your claim. Regards, Sonia

So after my call and what was promised to me I must wait a further 2 working days

This isn't just about the the vouchers this is about the run around and the complete disrespect by Sonia who doesn't have the decency to reply to emails