Unjust request and treatment on claim

I had a Samsung galaxy Z fold 4 512gb gold. I had acquired this device by swapping an Istore Gift voucher for it. This was in October 2023. In January 2024 I had decided I want to have insurance on the device and so I activated Naked Cover for the amount of R40 000 in case of total loss. On the 22nd of February the device fell and my inner and outer screens were broken. I proceeded to log a claim on the same day and by the 27th of February my claim had been accepted without Naked asking me to prove ownership of the device. Unfortunately with bad luck the device has been stollen on the morning of the 27th of February when I was at the mall. I had immediately contacted my insurer via email to let them know and the breakage claim was canceled . A new claim had been logged. I went to Vodacom to blacklist the device and I received my ITC number. I also went to the police station to get a case number if needed for insurance purposes. I had done my due diligence and submitted my documentation for review. On the 28th of February 2024 I had received a request from Naked that they would like to have a zoom call just to discuss the claim and I thought this was pretty normal. Little did I know I was about to be interrogated. I was asked how I had acquired the device and when and how and where. I was even questioned on a device I had owned the first half of the year that has nothing to do with my current device or claim. I was then asked in detail about my previous experience with insurance where I had a highly escalated matter with Dotsure that even involved the ombudsman, and also why I had claimed from my insurer for towing in February 2023. I do see this as totally irrelevant to my current insurance and claim. Nevertheless about 30 min after my video call I had received and email from Naked with the subject "reasonable request" where I had been formally asked to present the insurer with proof of a Vodacom contract that is registered on my fathers name that has nothing to do with claiming for my Samsung device. Secondly after presenting Naked with my ITC number after blocking the cellphones serial number at Vodacom they are now requesting an official document from Vodacom to confirm that I am telling the truth. Thirdly They are asking for proof of purchase of the Samsung device as well as proof of the Iphone that was purchased with the Istore voucher I had swopped. Now this is a device that was not purchased by me as I had not used the voucher myself but had to show my ID for authentication. Now say for instance someone is gifted a cellphone from a friend or a family member or anyone really. The person the item is given to now has full ownership of it, and they are within their full rights to insure this device. I do see a lot of similarities from this in my case as I had swapped the voucher for the device and I was the new owner and had the right to insure my property. Naked has given me 24 hours to submit these documents otherwise they are going to reject my claim. Now firstly what confuses me is that my claim for accidental breakage of the cellphone from the 22nd of February 2024 was accepted on the 27th of February 2024 without Naked asking me for these documents, but now that the device is a total loss there is a different criteria. I had read the full policy wording and not once was it mentioned that there is a different criteria for claim approval depending on what the claim is. What also scares me is that Naked continued accepting my monthly cover amount without once contacting me to get proof of ownership. What if I had insured the phone for 12 months and then had to claim and my claim would subsequently be useless. My Naked app and an email had informed me that everything is sorted and there are no outstanding documents needed to start my cover, so why would Naked then still continue to insure customers without making sure they own the device. I am currently completely offline as I have no backup device and can not log into any of my apps such as my banking as I need two step authentication my hands are physically tied until I am able to get a new device.

I have had one claim with Naked that was stress free and great and I was very impressed with the turnaround time and help that was given. This time around I am very unhappy as I am being painted and flagged for no apparent reason, I am unsure if I would continue my cover with Naked after this incident is cleared as this is causing me a lot of stress and is triggering my anxiety attacks and all I want is an insurer that has my back.

I feel like Naked has treated me as a lesser client today and they are requesting irrelevant documentation.

I really do hope this gets sorted out quickly and smoothly as I am at my wits end, this has caused immense stress in my professional as well as personal life. Having no form of Cellular connection is fun for one day but when you need to do business and sort out life it starts to become horrible.