Naked Insurance Denied My Claim Using a Rule That Never Existed When I Took Out the Policy

I am extremely disappointed with how Naked Insurance has handled my recent phone insurance claim.

I took out phone cover in 2024 after being told that as long as I had the phone box, the age of the device did not matter. I have been paying my monthly premiums consistently and in good faith.

After recently losing my phone and submitting a claim, I was shocked to be told that my claim was being rejected because my device was supposedly older than six months at the time of taking out the policy. This rule was never mentioned anywhere in the Naked app when I signed up, nor in the policy wording provided to me at that time.

I reviewed my original policy document (“Naked Policy Wording – Individual Things”) thoroughly, and it makes no reference whatsoever to any six-month limit or age-based eligibility requirement. The question “Was the phone bought in the last six months?” only appears in the latest version of the Naked app, which clearly shows that this was a new update added long after I took out my cover.

Despite this, Naked Insurance insists that I stated my phone was less than six months old — yet they have not provided any proof that I was ever asked that question or made that statement.

I find it unacceptable that a company can retroactively apply new rules and deny valid claims after customers have paid premiums for months in good faith. This experience has left me feeling misled, unfairly treated, and disappointed by the lack of accountability and transparency.

I urge Naked Insurance to review this decision, honour the policy terms that were in place at the time I took out my cover, and ensure that no other customers are treated this way.