Shocking Claims Experience and Lack of Resolution

As a long-standing customer of Naked Insurance, and potentially one of your first, I am deeply disappointed by the shocking incompetence and lack of resolution on my building claim. This entire experience has left me feeling frustrated and abandoned by a company I once trusted and recommended to my friends and family.

The claim was lodged on 15 September—nearly three months ago—and has yet to be resolved. The claims handler assigned to my case has been anything but helpful, making Naked Insurance look unprofessional and unreliable.

Initially, I was offered a laughable settlement of R20,000, which was nowhere near sufficient to cover the actual repair costs. It was only after much back and forth and me going out of my way to get two independent assessments that the payout was revised to R60,000. Even then, this process took far too long, and all the admin and effort fell on me to have the matter properly assessed.

What’s even more appalling is that your appointed service provider has the capability to fix my floor but has outright refused to do so. Instead, I am now being forced to accept a cash settlement. This settlement is based on the quote provided by the same unwilling service provider at “insurance rates,” which is significantly lower than the quotes I have received elsewhere.

This means I am not only expected to handle the repairs myself—something I shouldn’t have to do as a paying customer—but I am also being left with a shortfall because the settlement doesn’t cover the actual costs. This is not the seamless, customer-focused service Naked claims to offer.

I’ve referred numerous friends and family to Naked over the years, believing in your innovative and transparent approach to insurance. However, this experience has left me feeling utterly exposed and questioning why I ever put my faith in your company.

I urge you to intervene and resolve this matter promptly. I need a fair settlement that covers the actual costs of repair without leaving me out of pocket or forcing me to take on unnecessary admin.

I sincerely hope that this complaint will motivate Naked to live up to its promises and rectify this unacceptable situation.