Title: Refund Still Owed After Invalid Cover and Poor Customer Support

Complaint: I took out cellphone insurance with Naked in August 2024, covering a brand-new device. I paid my premiums consistently until March 2025, when I experienced financial hardship. I proactively communicated my situation, but instead of receiving any practical support or grace period, my policy was cancelled.

When I was finally able to pay at the end of April 2025, Naked’s system allowed me to repurchase cover for the same device — despite it being over a year old and now ineligible. At no point was I warned that the device no longer qualified. Only after multiple debit orders (April, May, and June) and R600 later was I told the cover was invalid because the phone was “too old.”

Naked refunded only R394.80, even though I paid a total of R600 for a policy they admit was never valid. They are now refusing to refund the balance of R205.20, despite me having received no coverage or service for those payments.

Additionally, I’m deeply disappointed that no consideration has been given to my 2024 premiums (Aug–Mar). I paid loyally, never claimed, and when I asked for support during a temporary crisis, I was met with policy rigidity and no care.

This feels like a clear case of: • Charging for an invalid product, • Refusing to issue a full refund, • System design that misleads returning customers, • And a lack of compassion or flexibility during financial hardship.

I have now escalated this to the Ombudsman for Short-Term Insurance and will be reporting the matter to the National Consumer Commission (NCC) as well. I’m also sharing this publicly to warn others.

Naked’s branding promotes simplicity and empathy — but my experience has been the opposite.