Share Your Experience

lL

1 reviews | Active since Apr 2017

03 Jun 2026, 15:02

Terrible customer service.

I've been a client for more then two years and the first time that I claim everything goes down hill. I sent my cell phone in for repairs and asked what the turnaround time would be, 4 days they said, fine not a long time to be without a device. Got notice the Thursday that the device is ready just had to make payment, fine paid everything seems to be fine. Sent the proof of payment to the different departments as advised and even did a standard bank to Standard bank to avoid delays, right. No I was mistaken, this is where things broke down. 3rd party (supplier) Agent rep**** to my POP email to confirm address but did not acknowledge the proof of payment, this was around 08:00 - 08:30 in the morning, they only confirm the payment at 14:00 and the package was not sent out for delivery. And here I'm think fine I should get my device Sunday or Monday for the latest, WRONG, it was never sent/collected by the courier company, ( All these third selected my Naked) No one informed me of this I had to reach out to Naked for a update, as nothing was communicated and I had to reach out multiple times just to get feedback, from Naked, the repairer and the courier company. Which should not be the case and now they don't even want to reimburse me for the at least 50% of the excess amount, no they don't believe they were in the wrong. So what did I do, cancelled the policy, cause why would I stay with a company that treats there clients in this manner.

Helpful (0)

Replies (2)

0

Replies (2)

Naked Insurance's replyOfficial

04 Jun 2026, 13:31

Hi Lionel,

Thank you for sharing your feedback with us. We are truly sorry that your first claim with us led to you cancelling your policy, especially after being a valued client for over two years. This is definitely not the note we wanted to end things on.

We understand how important it is to receive clear communication and timely updates, particularly when you are without a device and relying on multiple parties to progress the repair and return process. We appreciate how disappointing it must have been to feel that you needed to follow up repeatedly for feedback.

Following your concerns, a member of our team has reached out to you directly to review the matter in detail. During this discussion, the timelines have been clarified, and we have confirmed that the claim was progressed as quickly as possible. We have also reviewed the communication sent throughout the claim and provided further context regarding the various parties involved in the repair and delivery process.

That said, we acknowledge that your experience did not meet your expectations, and for that, we are genuinely sorry. We value all feedback, as it helps us to identify opportunities to improve both our processes and client experience.

We are disappointed to hear that you have decided to cancel your policy. However, we appreciate the trust you placed in us over the past two years.

Naked Insurance's reply04 Jun 2026, 13:31

Official

Hi Lionel,

Thank you for sharing your feedback with us. We are truly sorry that your first claim with us led to you cancelling your policy, especially after being a valued client for over two years. This is definitely not the note we wanted to end things on.

We understand how important it is to receive clear communication and timely updates, particularly when you are without a device and relying on multiple parties to progress the repair and return process. We appreciate how disappointing it must have been to feel that you needed to follow up repeatedly for feedback.

Following your concerns, a member of our team has reached out to you directly to review the matter in detail. During this discussion, the timelines have been clarified, and we have confirmed that the claim was progressed as quickly as possible. We have also reviewed the communication sent throughout the claim and provided further context regarding the various parties involved in the repair and delivery process.

That said, we acknowledge that your experience did not meet your expectations, and for that, we are genuinely sorry. We value all feedback, as it helps us to identify opportunities to improve both our processes and client experience.

We are disappointed to hear that you have decided to cancel your policy. However, we appreciate the trust you placed in us over the past two years.

lL

lionelde L's updateReviewer Update

04 Jun 2026, 13:50

While I appreciate the explanation provided regarding the timelines and the involvement of multiple parties, my primary concern remains the apparent lack of accountability throughout the claims process.

As a policyholder, my agreement is with your company, and I believe it should not be the client's responsibility to continually follow up with various stakeholders to obtain updates or ensure progress is being made. Regardless of how many parties are involved in the repair and delivery process, I would have expected a single point of accountability and more proactive communication from your team.

The issue was not only the length of time taken but also the feeling that ownership of the claim was being passed between different parties, leaving me without clear answers or regular updates. This resulted in unnecessary frustration and a lack of confidence in the claims process.

While I acknowledge that efforts may have been made to progress the claim as quickly as possible, the overall experience did not reflect the level of service and accountability I would expect after more than two years as a loyal client. It was this lack of ownership and effective communication, rather than the claim itself, that ultimately influenced my decision to cancel my policy.

lL

lionelde L's update04 Jun 2026, 13:50

Reviewer Update

While I appreciate the explanation provided regarding the timelines and the involvement of multiple parties, my primary concern remains the apparent lack of accountability throughout the claims process.

As a policyholder, my agreement is with your company, and I believe it should not be the client's responsibility to continually follow up with various stakeholders to obtain updates or ensure progress is being made. Regardless of how many parties are involved in the repair and delivery process, I would have expected a single point of accountability and more proactive communication from your team.

The issue was not only the length of time taken but also the feeling that ownership of the claim was being passed between different parties, leaving me without clear answers or regular updates. This resulted in unnecessary frustration and a lack of confidence in the claims process.

While I acknowledge that efforts may have been made to progress the claim as quickly as possible, the overall experience did not reflect the level of service and accountability I would expect after more than two years as a loyal client. It was this lack of ownership and effective communication, rather than the claim itself, that ultimately influenced my decision to cancel my policy.