Major dissatisfaction with NAKED INSURANCE

It is with a very heavy heart that I write this.

Last year I bought a phone and immediately insured it with Naked Insurance as advised by my cousin due to their supposed reliability. My cover started on 21 October 2023 and it was for a Samsung Galaxy S22 Ultra.

Unfortunately, my phone was ****** on 10 August 2024 (Almost 11 months since I have been covered). I reported the phone ****** at the police station and then submitted a claim with Naked Insurance on 11 August 2024.

I followed all the procedure they requested me to follow. That is, to block the phone and provide them with an ITC number and even uploaded an affidavit. For Naked Insurance to insured your phone, there are various steps that you need to follow. You must indicate if your phone is new or not, which I did and then uploaded pictures of the device. To upload pictures of the device requires you to take actual pictures of the phone within the platform. So you cannot just randomly take pictures of another phone similar to yours and then uploaded those. No, you take pictures of the actual phone with its IMEI number WITHIN the platform. This then confirms that the phone you have is the actual device they are insuring!

The S22 Ultra has two sim cards and therefore 2 IMEI numbers. I use MTN and they assisted me with blocking one of the IMEI numbers as I only used 1 sim card in the phone.

Naked Insurance now tells me that my claim has been rejected and my cover cancelled. They say that it is as if they never insured my phone. WHAT!!! What have I been paying for?? How was the cover initially accepted?? What pictures did you see and approve on your platform?? This is completely unacceptable!!! I paid for about 11 months thinking I have the peace of mind insurance is supposed to give. Now they tell me they will give me my cover back. For what? Why did I not just keep that money in the bank if that is what I wanted??? This is insurance and not a savings plan!

They say that one of the IMEI numbers was already blacklisted prior to my cover. Okay, thank you for letting me know! But I, just like you did not know that. I bought the phone from a shop in Erasmia called Savanah Cellular (Have the receipt to prove it – I even uploaded the receipt!) and not from some random person on the streets of Joburg! The phone worked! Was not blocked! And I did declare that it was second hand! You insured THAT phone. I paid premiums without fail for THAT phone and now that you need to hold your end of the stick, this is what your excuse not to pay is??? Unacceptable!

Now imagine all the people who have insured their houses and cars with Naked Insurance. Imagine an insurance company that says we will give you your premiums back instead of just replacing your items as an insurance company should! By the way, Naked Insurance is underwritten by Hollard. Hollard sent me the “reject letter”. I am extremely unhappy about this and would really appreciate it to be restored in accordance to the expectation made to me as a paying customer.