New and not reputitable

I am writing to formally express my frustration and concern regarding the way my claim (Claim No. C***) is being handled by Naked Insurance. It has now been over a month since the claim was submitted, and despite my full cooperation and repeated follow-ups, I am still awaiting a resolution.

To date, I have comp**** with every request made, including:

Attending two in-person meetings with the claims handler.

Visiting BMW Umhlanga to provide additional verification – a very intimidating experience, especially as a first-time insurance holder.

Providing my bank statements upon request.

Supplying the sales agreement, proof of purchase, and details of the previous owner.

Sharing contact details of my clients as requested.

Submitting the contact information of the person who assisted with the vehicle licensing (though I was unable to provide their surname, which was also demanded).

Signing and submitting documents relating to my phone number.

Despite all of the above, the list of demands keeps growing. Nearly every day, I receive new requests — many of which are intrusive and, in my view, potentially in violation of the Protection of Personal Information Act (POPIA). For example, I have been asked to provide the personal information of third parties, including clients and individuals not directly involved in the claim. This is deeply concerning and feels excessive.

Additionally:

I have received documentation from Naked Insurance containing incorrect dates, which raises serious concerns about the professionalism and accuracy of your internal processes.

New documentation requirements, such as proof of COR and the contact details of the person who handled the COR, were never mentioned during onboarding and seem to be retroactively imposed.

I’ve made every effort to cooperate:

I have responded to after-hours WhatsApp messages.

I have made myself available whenever needed.

I have been transparent and forthcoming throughout.

However, it now feels as if every step is designed to delay or deny my claim, rather than resolve it. I cannot help but wonder whether the goal is to find grounds for rejection, potentially incentivizing the claim handler at my expense.

As a small business owner, this ongoing delay is having a serious impact on my business operations, my family, and my mental well-being. I have paid my premiums diligently and expected fair and timely service in return.

At this point, I am requesting the following:

The name and surname of the person at BMW that I was taken to with my car key.

A final and clear decision on the outcome of my claim in the next five working days

A definitive timeline for payment (if approved).

If I do not receive a satisfactory response within the five working days, I will be pursuing this matter further through legal channels and reporting the conduct to relevant regulatory bodies.

Going forward i will not be sending any further documentation as I have given you more than enough information to finalize this claim.

I look forward to your urgent response.