Naked Insurance Keeps Shifting the Burden of Repairs onto the Customer

I am extremely disappointed with how my claims have been handled by Naked Insurance. What should have been a straightforward process has dragged on for months with no resolution, leaving me with an uninhabitable spare bedroom and, now, guests with nowhere to stay.

There were two separate claims:

The first claim: I had to dispute the cash settlement for months before Naked finally agreed to do the repairs. Those repairs ended up being far more extensive and costly than the amount they initially wanted to pay out. To this day, the lounge is still not finished — the contractor has the paint for the second coat, but the job has not been completed. I should not be expected to chase or pay contractors directly, yet that is exactly what I’ve been asked to do. At one point, the loss adjuster even told me to pay a fireplace installer directly, who then disappeared with my money.

The second claim: In good faith, I appointed a contractor to ensure the roof was properly sealed so that the repairs could proceed safely — I did my part as the insured to maintain the roof. Despite this, poor workmanship and delays meant that with the very first rains of the season, water poured straight through the “repaired” walls. Now Naked has backtracked on its commitment to repairs and is insisting on a cash settlement — again shifting the responsibility of managing and coordinating contractors onto me.

This is not the first time they’ve tried to push this burden onto the insured rather than taking accountability for seeing repairs through. The loss adjuster has poorly coordinated everything from the beginning, leaving me to do the chasing and carry the risk when things go wrong.

Given the repeated mismanagement and the time I have spent project managing both claims, I believe it is reasonable for Naked to compensate me for my effort as part of the cash settlement. This is not just about inconvenience — I have effectively been forced to take on responsibilities that should have been handled by the insurer.

To make matters worse, when my spouse left a review highlighting our experience, Naked removed it instead of addressing the core issues. Immediately after the complaint, the loss adjuster became unhelpful, refusing to schedule any contractors.

I pay for insurance for peace of mind and professional claims handling — not to be left worse off, out of pocket, and forced to act as project manager for my own repairs. What will it take for Naked to stand by its obligations and actually finalise these claims?