Inefficient household claim process

I would like to express my dissatisfaction with the claims process relating to my home contents claim.

The process initially aligned with Naked's digital-first value proposition. Logging the claim through the app was straightforward, with clear prompts and an efficient user experience. However, this changed significantly when my claim was referred to an external assessor and I was required to complete a detailed inventory form manually.

I found it both cumbersome and unreasonable to be asked, during the claims stage, to provide an exhaustive valuation of household items that I had never been informed would need to be individually listed. Items such as my dog's kennel, garden tools, study blinds, and kitchen utensils were suddenly subject to detailed assessment requirements, despite no such requirement existing when I purchased the cover.

When I signed up for home contents insurance, the process simply required me to provide an estimated overall value for my household contents through the app. At no point was it indicated that a comprehensive item-by-item inventory and valuation exercise would become mandatory in the event of a claim. Had such an assessment been essential to determining cover, it should have formed part of the onboarding process rather than being introduced after a loss event.

To make matters more frustrating, I comp**** with the requested process, only to be informed by the third-party assessor that my submission was still deemed incorrect, despite it being presented as my own estimate of value.

Having already experienced the distress and trauma associated with the ******** incident that led to this claim, being subjected to what feels like unnecessary administrative hurdles is disappointing. It is also inconsistent with the efficient, digital insurance experience that formed a key part of Naked's value proposition.

I would appreciate it if a claim decision could be made based on the facts of the matter and the policy coverage, regardless of whether the outcome is full, partial, or no reimbur*****t. My primary concern is that the process remains fair, transparent, and proportionate to the information originally required when purchasing the policy.