Screen replacement delay, unreasonable resolution and an increased excess

I lodged a claim with Naked Insurance for a damaged screen, and was directed to their approved repairer, based in a different province. They have been unable to source the replacement screen assembly due to logistical issues, and it has now been over three weeks with no resolution or response from the service provider.

The device cannot be fully diagnosed until the screen is removed, meaning there may be additional internal damage that remains unassessed. When I asked about using an alternative local repairer, I was told that only the quoted screen repair would be covered, and any additional damage found during the repair would not be.

This effectively leaves me in a position where I either wait indefinitely for parts that may never arrive, or accept reduced coverage by going elsewhere. Neither option is reasonable.

All I am asking is that Naked authorise a repairer who can actually do the work timeously and allow a full diagnostic so that any supplementary damage can be submitted fairly, exactly as their own service provider would have done.

I have been a loyal customer with multiple products insured through Naked, but this experience is making me seriously reconsider moving everything to another insurer. A three-week delay with no clear timeline on a screen replacement and an unfair limitation on alternatives is not the level of service I expected.

The increase in my excess is equally worrying.