Tedious Claims Process

I am actually very sad to be writing such a bad review for naked because I've been with you for a while and I know your claims process to be seamless and prompt and I have had a few friends and family join in but today, I am shocked to be one of your unhappy customers with such a bad rating. I am stuck having to deal with a back and forth claims process, being asked questions that have already been answered and delayed feedback. I lost my device on the 7th and I had to go to the police station 3 times because the claim handler did not advise what information is required on the police affidavit. Not a big deal, these things happen or so I assumed🥴

After I submitted all documentation, I was asked where I purchased the device and I advised that I got it on Takealot and was further advised to download the invoice, which I had already submitted on the app, this is 3 days later.

I received and email from the claims handler that my claim is being reviewed on Friday and I asked how long will the review take. No feedback and a different person rep**** on Saturday advising your claims handlers don't work weekends, but she has flagged my claim a priority not a problem.

It's Monday, I had to send an email again around 10:00 requesting feedback and I am asked again about the Takealot vender who the phone was acquired through, if they are a reseller and did I purchase the devise from them. I bought a brand new phone from Takealot which I had already advised, how am I supposed to know about their Venders?

It's going on to a week now without a phone and I am still asked the same questions I've answered previously. I really need feedback because this back and forth is very unprofessional.

Am I expected to stay with Naked insurance after this?