Naked made my laptop worse

I am extremely disappointed with Naked and the way they have handled my claim. As a long-standing, paying customer, I expected far better.

My laptop initially had an issue that required repair. It was sent to Naked’s appointed service provider, Device Doctor, and they repaired it using a generic replacement part. The quality of the repair was terrible.

Every time my laptop was returned to me, it was in a worse condition than before. After multiple attempts to have the issue resolved, my laptop is now at the point where I can only use it while it is plugged into a charger.

So to be clear: I handed over a working laptop that needed only the screen repaired, and after going through Naked’s repair process multiple times, I have ended up with a laptop that is significantly worse than it was when I started.

After weeks of back-and-forth, Naked has now told me that Device Doctor was unable to properly diagnose the device. I have paid my premiums, paid my excess and followed every step of their claims process. I did everything I was supposed to do as a customer. Yet because their appointed service provider used an inferior generic part, failed to properly repair my device and ultimately left it in a worse condition, I am now expected to absorb the financial consequences.

If the device had been handled correctly from the beginning, I would not be in this position.

What I find most upsetting is that Naked is now refusing to put me back in the position I was in before this entire process started. That is surely the fundamental point of having insurance.

I have spent weeks dealing with this, repeatedly sending my laptop back, being without my device and trying to get Naked and their service provider to resolve an issue that should have been dealt with properly the first time.

I feel completely let down as a customer.

Naked’s handling of this claim has left me with a worse device, significant inconvenience and a financial shortfall and they now expect me to simply accept it.

This has been an incredibly frustrating experience and, based on how this has been handled, I would seriously reconsider using Naked for insurance.