Naked's team has been great, but Telkom's colossal mistake has left my claim in limbo until Monday

On the 7th of September, I was ****** of my iPhone 16 Pro Max and Soundcore headphones. I immediately filed my claim on the Naked app, expecting a seamless process. To ensure I did everything by the book, I went to the police station, obtained a police report and affidavit, and submitted my case number alongside a selfie video explaining exactly what had happened.

Despite doing everything right and cooperating fully, my claim was thrown into limbo for nearly a week because Telkom made a colossal mistake—they incorrectly flagged my blacklisted ITC number as *****ulent. This external error locked me out of getting a sim swap and being reachable, blocked me from accessing my emails, and triggered an automatic ***** flag on Naked's system, landing my claim in the hands of a validator.

Throughout this incredibly stressful week, my Naked assessor, Kendal, and validator, Leikeita, have been absolute stars. They have been sweet, professional, and highly responsive to my prompts, and it is entirely clear that this administrative oversight happened at the hands of Telkom, not them. Telkom only amended their error this morning and issued an apology today via email, which I have urgently sent through to the Naked team for review.

Because of Telkom's blunder, I am still without a phone a week later. My meeting with Leikeita stands for Monday, and I am withholding my final rating until then. Given this new information and my absolute cooperation, I fully expect Naked to amend this situation, fast-track the process, and approve my claim on Monday so I can finally move past this nightmare. The ball is in Naked's court to close this out.