HB
Hennie B
1 reviews | Active since Dec 2022
14 May 2024, 10:15
Poor customer service - lack of information on the way forward
I was in an accident where I was stationary at a robot behind the line - someone else skipped the robot and slammed a vehicle crossing into my vehicle.
Two weeks later I am still waiting on Naked Insurance to give me an idea of what the heck is going on. An assessor at the beginning of last week. Till today i have not had contact with said assessor as to what is going on. Are they going to fix my car and when? I get answers on email stating the obvious but no real progress on the process. Apparently, it is difficult to let the customer know how the process is going to run and approximate timelines is not possible. In other words, no accountability in any way and no way to contact the person other than email. Sure as daylight, I'll be paying more for insurance but will rather work with real people who can be contacted - cost saving not worth it...
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Replies (2)
Naked Insurance's replyOfficial
14 May 2024, 11:07Hi Hennie, Thank you for sharing your feedback with us. We're sorry to hear that you're feeling frustrated with the processing time. Please know that we understand your concerns and are committed to providing the best possible service.
Our team strives to adhere to the established turnaround times (TAT) for processing claims, and we assure you that we're working diligently to expedite the process for you. Rest assured that we'll continue to keep you informed of the next steps and any updates along the way. We would like to discuss the details of your experience further to understand how we can improve and make things right for you. Please note that our team will be in touch regarding this
Our team strives to adhere to the established turnaround times (TAT) for processing claims, and we assure you that we're working diligently to expedite the process for you. Rest assured that we'll continue to keep you informed of the next steps and any updates along the way. We would like to discuss the details of your experience further to understand how we can improve and make things right for you. Please note that our team will be in touch regarding this
Naked Insurance's reply14 May 2024, 11:07
Official
Hi Hennie, Thank you for sharing your feedback with us. We're sorry to hear that you're feeling frustrated with the processing time. Please know that we understand your concerns and are committed to providing the best possible service.
Our team strives to adhere to the established turnaround times (TAT) for processing claims, and we assure you that we're working diligently to expedite the process for you. Rest assured that we'll continue to keep you informed of the next steps and any updates along the way. We would like to discuss the details of your experience further to understand how we can improve and make things right for you. Please note that our team will be in touch regarding this
Our team strives to adhere to the established turnaround times (TAT) for processing claims, and we assure you that we're working diligently to expedite the process for you. Rest assured that we'll continue to keep you informed of the next steps and any updates along the way. We would like to discuss the details of your experience further to understand how we can improve and make things right for you. Please note that our team will be in touch regarding this
HB
Hennie B's updateReviewer Update
27 Jun 2024, 10:29...and still the frustration continues...
It is now 2 months since my accident. I have had no real service from Naked apart from empty words and promises. The processes are extremely slow and the assessors in my opinion pretty slack in their work. It takes 2 weeks for approvals of additional work and only then can the panel beaters start with the sourcing of parts.
On top of it all, they are trying to save money by authorizing "Alternative parts" (read that to mean secondhand or pirate) on silly items that will not break the bank, causing even more unnecessary delays. I am paying my premiums every month and on top of it I am now paying the bank for a car I do not have access to.
I know they will now call me and ask me again to remove my review, but that is the only way their rating stays high on Hello Peter. So, word of caution... if you only see 5 starts it means that you may be dealing with a company that is perhaps manipulating their ratings to look better than they really are...
It is now 2 months since my accident. I have had no real service from Naked apart from empty words and promises. The processes are extremely slow and the assessors in my opinion pretty slack in their work. It takes 2 weeks for approvals of additional work and only then can the panel beaters start with the sourcing of parts.
On top of it all, they are trying to save money by authorizing "Alternative parts" (read that to mean secondhand or pirate) on silly items that will not break the bank, causing even more unnecessary delays. I am paying my premiums every month and on top of it I am now paying the bank for a car I do not have access to.
I know they will now call me and ask me again to remove my review, but that is the only way their rating stays high on Hello Peter. So, word of caution... if you only see 5 starts it means that you may be dealing with a company that is perhaps manipulating their ratings to look better than they really are...
HB
Hennie B's update27 Jun 2024, 10:29
Reviewer Update
...and still the frustration continues...
It is now 2 months since my accident. I have had no real service from Naked apart from empty words and promises. The processes are extremely slow and the assessors in my opinion pretty slack in their work. It takes 2 weeks for approvals of additional work and only then can the panel beaters start with the sourcing of parts.
On top of it all, they are trying to save money by authorizing "Alternative parts" (read that to mean secondhand or pirate) on silly items that will not break the bank, causing even more unnecessary delays. I am paying my premiums every month and on top of it I am now paying the bank for a car I do not have access to.
I know they will now call me and ask me again to remove my review, but that is the only way their rating stays high on Hello Peter. So, word of caution... if you only see 5 starts it means that you may be dealing with a company that is perhaps manipulating their ratings to look better than they really are...
It is now 2 months since my accident. I have had no real service from Naked apart from empty words and promises. The processes are extremely slow and the assessors in my opinion pretty slack in their work. It takes 2 weeks for approvals of additional work and only then can the panel beaters start with the sourcing of parts.
On top of it all, they are trying to save money by authorizing "Alternative parts" (read that to mean secondhand or pirate) on silly items that will not break the bank, causing even more unnecessary delays. I am paying my premiums every month and on top of it I am now paying the bank for a car I do not have access to.
I know they will now call me and ask me again to remove my review, but that is the only way their rating stays high on Hello Peter. So, word of caution... if you only see 5 starts it means that you may be dealing with a company that is perhaps manipulating their ratings to look better than they really are...