PG
Presley G
1 reviews | Active since Jul 2014
16 Apr 2024, 13:54
Poor Service at Claim Stage
I recently had a claim with Naked, on the 18 March 2024, whereby i submitted all the documents and photos using their online app, which was an absolute pleasure.
I attached all photos of the damaged area of the vehicle on the 19 March 2024 using the Naked app. Yesterday, i was made aware that the damage to my rear bumper has not been approved as part of my claim. I initially submitted the photo of the rear bumper with my original claim on the 19 March 2024.
I then contacted Naked and spoke to Khavaad yesterday, who requested that i e-mail additional photos to clearly show the damage. I then sent an e-mail yesterday, the 15 April 2024 with clear photos of the damaged area.
Today, the 16 April 2024, I contacted the panel shop and i was told that the rear bumper damage was still not approved. I then called him again and requested feedback.
He said he will get the assessor to contact me however to date i have not received a call or feedback, just automated e-mails and my vehicle is at the panel shop.
Surely, AI works well however customers should also get feedback at claim stage.
Really Disappointing.
Helpful (0)
Replies (3)0
Replies (3)
Naked Insurance's replyOfficial
16 Apr 2024, 15:18Hey Presley Govender, we are sorry to hear about your frustration. The matter has been prioritised with the assessor as a matter of urgency. The assessor will reach out to you to discuss the concerns you have raised and damage to the rear bumper.
Naked Insurance's reply16 Apr 2024, 15:18
Official
Hey Presley Govender, we are sorry to hear about your frustration. The matter has been prioritised with the assessor as a matter of urgency. The assessor will reach out to you to discuss the concerns you have raised and damage to the rear bumper.
PG
Presley G's updateReviewer Update
22 Apr 2024, 15:38It has been an absolute nightmare, firstly dealing with such a rude and abrupt, Assessor (Tiyiselani Madunda) from Naked. He firstly finalised my claim without communicating with me at all. I then requested that he called me to explain his reason/s for not including my rear bumper however he was rude and abrupt on the call. Surely, someone that has such bad communication skills should not be interfacing with customers.
His only reply was that, "it has to be a second claim" I then informed him that i would not want to communicate further with him, based on him calling from his personal cell phone and due to his rude and abrupt manner.
I then requested to speak to the Senior Assessor (Avish Haripersad), who certainly had much better communication and people skills. I spent almost 20 minutes explaining to him what had happened and he then promised to get back to me the next day, the 17 April 2024. I then sent a follow up mail to Khavaand on Thursday, 18 April 2024 to request if there was any feedback and got a reply from another claim's assessor that they are discussing the claim with the claims manager and shall revert.
On Friday afternoon (19 April 2024), i then received a call from the initial claim's assistant (Khavaand) asking me details for what had happened almost a month ago and after several other conversations. He also tried to explain to me that it will be cheaper to repair my rear bumper by myself versus registering another claim. I then explained to him that the damage to my rear bumper was all related to the same incident however, i was requested to put in another claim based on this happened minutes apart. It has been a long and dreadful claim process with Naked. I will surely take up my case with the Insurance Ombudsman and change my insurer in due course.
Cheaper is not always better, however you get to discover this at claim stage.
Dissapointed Customer.
His only reply was that, "it has to be a second claim" I then informed him that i would not want to communicate further with him, based on him calling from his personal cell phone and due to his rude and abrupt manner.
I then requested to speak to the Senior Assessor (Avish Haripersad), who certainly had much better communication and people skills. I spent almost 20 minutes explaining to him what had happened and he then promised to get back to me the next day, the 17 April 2024. I then sent a follow up mail to Khavaand on Thursday, 18 April 2024 to request if there was any feedback and got a reply from another claim's assessor that they are discussing the claim with the claims manager and shall revert.
On Friday afternoon (19 April 2024), i then received a call from the initial claim's assistant (Khavaand) asking me details for what had happened almost a month ago and after several other conversations. He also tried to explain to me that it will be cheaper to repair my rear bumper by myself versus registering another claim. I then explained to him that the damage to my rear bumper was all related to the same incident however, i was requested to put in another claim based on this happened minutes apart. It has been a long and dreadful claim process with Naked. I will surely take up my case with the Insurance Ombudsman and change my insurer in due course.
Cheaper is not always better, however you get to discover this at claim stage.
Dissapointed Customer.
PG
Presley G's update22 Apr 2024, 15:38
Reviewer Update
It has been an absolute nightmare, firstly dealing with such a rude and abrupt, Assessor (Tiyiselani Madunda) from Naked. He firstly finalised my claim without communicating with me at all. I then requested that he called me to explain his reason/s for not including my rear bumper however he was rude and abrupt on the call. Surely, someone that has such bad communication skills should not be interfacing with customers.
His only reply was that, "it has to be a second claim" I then informed him that i would not want to communicate further with him, based on him calling from his personal cell phone and due to his rude and abrupt manner.
I then requested to speak to the Senior Assessor (Avish Haripersad), who certainly had much better communication and people skills. I spent almost 20 minutes explaining to him what had happened and he then promised to get back to me the next day, the 17 April 2024. I then sent a follow up mail to Khavaand on Thursday, 18 April 2024 to request if there was any feedback and got a reply from another claim's assessor that they are discussing the claim with the claims manager and shall revert.
On Friday afternoon (19 April 2024), i then received a call from the initial claim's assistant (Khavaand) asking me details for what had happened almost a month ago and after several other conversations. He also tried to explain to me that it will be cheaper to repair my rear bumper by myself versus registering another claim. I then explained to him that the damage to my rear bumper was all related to the same incident however, i was requested to put in another claim based on this happened minutes apart. It has been a long and dreadful claim process with Naked. I will surely take up my case with the Insurance Ombudsman and change my insurer in due course.
Cheaper is not always better, however you get to discover this at claim stage.
Dissapointed Customer.
His only reply was that, "it has to be a second claim" I then informed him that i would not want to communicate further with him, based on him calling from his personal cell phone and due to his rude and abrupt manner.
I then requested to speak to the Senior Assessor (Avish Haripersad), who certainly had much better communication and people skills. I spent almost 20 minutes explaining to him what had happened and he then promised to get back to me the next day, the 17 April 2024. I then sent a follow up mail to Khavaand on Thursday, 18 April 2024 to request if there was any feedback and got a reply from another claim's assessor that they are discussing the claim with the claims manager and shall revert.
On Friday afternoon (19 April 2024), i then received a call from the initial claim's assistant (Khavaand) asking me details for what had happened almost a month ago and after several other conversations. He also tried to explain to me that it will be cheaper to repair my rear bumper by myself versus registering another claim. I then explained to him that the damage to my rear bumper was all related to the same incident however, i was requested to put in another claim based on this happened minutes apart. It has been a long and dreadful claim process with Naked. I will surely take up my case with the Insurance Ombudsman and change my insurer in due course.
Cheaper is not always better, however you get to discover this at claim stage.
Dissapointed Customer.
PG
Presley G's updateReviewer Update
25 Apr 2024, 16:46No feedback regarding the process of my claim after complaint, today i hear that they decided not to approve my damaged shock however did not communicate to me at all.
Dismal Service from Khavaand from Naked.
Dismal Service from Khavaand from Naked.
PG
Presley G's update25 Apr 2024, 16:46
Reviewer Update
No feedback regarding the process of my claim after complaint, today i hear that they decided not to approve my damaged shock however did not communicate to me at all.
Dismal Service from Khavaand from Naked.
Dismal Service from Khavaand from Naked.