Rejected insurance claim

I am writing to formally dispute the outcome of my insurance claim. I lost my phone on the 10th of January 2026 and submitted a claim to recover my ****** phone since I pay insurance with naked and this was the outcome

When I initially requested a quote, I responded “yes” to confirm that my phone was older than six months. After sending that message, I did not receive any response on the app. Up to that point, all messages had come through immediately, so the sudden lack of feedback led me to believe there was a network issue.

Because there was no response, I exited the app and proceeded to assist my aunt with her insurance on her device, which went through without any issues. I then returned to my app and tried again by sending “yes,” but once more, there was no reply. At that point, I clicked “no” simply to test whether the system was functioning, not to bypass any requirement. I did not expect the process to continue, nor did I receive any confirmation indicating that I did not qualify.

Your records show that I “bypassed a law,” but the app did not display the message that should have informed me that I was ineligible. If I had received a clear notification stating that I did not qualify, I would never have proceeded with the insurance or continued paying premiums. It is unreasonable to expect me to assume the system’s silence meant I was disqualified, especially when the lack of response appeared to be a technical issue.

I also find it concerning that you are unable to access the full chat history on your side, which would clearly show that no response was sent to me after I selected “yes.” This missing information directly affects the fairness of the decision.

I trusted that the app would provide accurate and timely feedback. I did not intentionally bypass any rule, nor would I knowingly take out insurance that explicitly stated I did not qualify. I have paid my premiums in good faith, and the failure of the system to communicate eligibility should not be held against me.

I kindly request that you reconsider my claim, as the situation resulted from a technical failure rather than any wrongdoing on my part. I would appreciate a prompt resolution. If I bypassed the law why did you guys take my money monthly without fail, why didn’t you question me bypassing the law ? You guys even cancelled my contract without me allowing.