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SJvV

SG Jansen van Vuren

1 reviews | Active since Jul 2010

28 Aug 2023, 11:54

Naked Insurance

<div>I should've known it was too good to be true that a company would live up to its promises and publicized ethics. Naked Insurance is NOT a transparent company as they claim. For years they've been happily helping themselves to my premiums, but the moment I needed to claim for the first time, their lies and deceit started tumbling out of the woodwork. They state, "Our claim philosophy is never to look for a reason to not settle a claim and I can assure you that if something were to happen, we would try our best to accommodate you." But something DID happen, almost a YEAR ago, and since then all they've done is search for loopholes and find excuses to refuse my claim.

During the pandemic, I treated myself to a beautiful set of imported luggage as a coping mechanism to help me get through a very difficult time by focusing on a happier future when I'd be able to travel again. Last year was my 40th birthday and instead of gifts, I booked myself a milestone birthday holiday to Zanzibar. It was the first time I ever got to use my lovely luggage. On the return trip, the awful baggage handlers from FlySafair severely damaged my luggage to the point where I injured myself trying to carry it. I contacted Naked to submit a claim in order to replace my luggage.

Suddenly, they tell me that my luggage should have been specified separately - even though one of their own agents had previously told me that I didn't need to! When I was first setting up my cover with Naked, an agent called me (twice or three times) to get some additional information on a few things to do with the property I lived on, valuation certificates, etc. and during this call, I asked a few questions about things I was unclear on. One of those was whether certain items needed to be specified - my luggage being specifically mentioned as it is portable. The agent assured me repeatedly that my luggage did not need to be specified separately, only electronics and jewellery (things that have serial numbers or formal appraisals). Now this company has spent all year refusing to pay out for my luggage as a direct result of what their own agent instructed me, as the client, to do and not do! They intentionally set me up for a claim refusal by providing me with incorrect information, and in a manner that I cannot prove because it was in a phone call and not an email!

And to add severe insult to injury, during this time that they've been using their own inefficiency and *********** staff to refuse my claim, they've increased my premiums and excess by such a ridiculously unreasonable amount that I enquired if there was a mistake with billing!!! Almost R200pm added to my premiums and R1000 to my excess in one go - after years of paying and never claiming and now having my one and only claim refused on ludicrous grounds! Daylight *******.

Yes, the app is nice and easy and convenient. But not at the cost of actual service and a company that has such poor ethics and business practices. I strongly recommend that you DON'T use this company as they are only good on the surface, not when it actually counts.</div>

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Naked Insurance's replyOfficial

28 Aug 2023, 13:11

Hi Stacie, We sincerely regret any inconvenience caused. Regarding your policy, it’s important to note that items not explicitly specified are not covered for accidental damage. Regrettably, the damage to your luggage falls outside the scope of your coverage. Should you require any further clarification or assistance, please do not hesitate to contact us.

Naked Insurance's reply28 Aug 2023, 13:11

Official

Hi Stacie, We sincerely regret any inconvenience caused. Regarding your policy, it’s important to note that items not explicitly specified are not covered for accidental damage. Regrettably, the damage to your luggage falls outside the scope of your coverage. Should you require any further clarification or assistance, please do not hesitate to contact us.

SJvV

SG Jansen van Vuren's updateReviewer Update

28 Aug 2023, 16:21

Yes, that is the same generic response I received via email. Yet not once has anyone addressed that I was given intentionally incorrect information by your agent that resulted in my luggage not being specified - which is *****. Nor has anyone justified the massive increase in premiums and excess. And you are, here again, giving conflicting information. You say that items not explicitly specified are not covered, yet when I enquire about what items I need to specify, it changes each time. Your response clearly implies that ANY item not specified would not be covered, and yet your agents tell me that this only applies to certain items, and that is the list that changes each time I ask. I am convinced that this is done with the malicious purpose of creating situations where you can refuse claims because the client never truly knows whether they are fully covered or not. I've even gone so far as to ask for a breakdown of all the items that are and aren't covered for each event and a fully exhaustive list of what needs to be specified to ensure full coverage - and I have never received anything of the sort. It is shameful (and *******) for a company to purposefully deceive customers/clients for its own financial benefit. I know you are simply going to keep repeating the same generic copy/paste responses, because I've now seen the true face of Naked Insurance, and it is an ugly one. But I hope this report serves as a very public warning to others to not be deceived by Naked Insurance.

SJvV

SG Jansen van Vuren's update28 Aug 2023, 16:21

Reviewer Update

Yes, that is the same generic response I received via email. Yet not once has anyone addressed that I was given intentionally incorrect information by your agent that resulted in my luggage not being specified - which is *****. Nor has anyone justified the massive increase in premiums and excess. And you are, here again, giving conflicting information. You say that items not explicitly specified are not covered, yet when I enquire about what items I need to specify, it changes each time. Your response clearly implies that ANY item not specified would not be covered, and yet your agents tell me that this only applies to certain items, and that is the list that changes each time I ask. I am convinced that this is done with the malicious purpose of creating situations where you can refuse claims because the client never truly knows whether they are fully covered or not. I've even gone so far as to ask for a breakdown of all the items that are and aren't covered for each event and a fully exhaustive list of what needs to be specified to ensure full coverage - and I have never received anything of the sort. It is shameful (and *******) for a company to purposefully deceive customers/clients for its own financial benefit. I know you are simply going to keep repeating the same generic copy/paste responses, because I've now seen the true face of Naked Insurance, and it is an ugly one. But I hope this report serves as a very public warning to others to not be deceived by Naked Insurance.