Significant delays, poor communication, and unresolved costs

My claim with Naked Insurance was approved on 16 February, and 2.5 months later, the repair is still not complete.

An incorrect bumper took approximately 6 weeks to arrive (despite being sourced locally). The correct part was only ordered thereafter, causing further delays.

During this time, I received multiple contradictory updates, including being told the vehicle was in “final stages” when it was not. Naked has acknowledged miscommunication in writing, and there has also been faulty workmanship requiring additional time to resolve.

The car was returned to me after two months with a misaligned bonnet, a bumper in the wrong shade of white, and high-speed vibration due to wheel balancing not being done (the accident impacted the wheel area).

I was clearly informed telephonically by a Naked agent that my premiums would be refunded from 16 February. This was later contradicted and attributed to yet another miscommunication.

I have incurred ongoing transport costs, and despite my request for goodwill, no courtesy vehicle has been provided by Naked under these circumstances. They have repeatedly placed the onus on the repairer, who does not have a safe courtesy vehicle and won't provide a suitable alternative.