Unresolved Claim and Professional Concerns Regarding Conduct

I had an incident with my vehicle in January. After submitting the necessary information on the Naked App, I received a response on the 27th of January stating, “Your claim has been approved and we’re ready to get you sorted.” On the 29th of January, I received communication from Naked stating that a Validator had been appointed, and they would set up a meeting and communicate further steps. The appointed Validator is from Rix Forensica. I had to make initial contact with the Validator, instead of the validator contacting me. AM I THE CLIENT? After submitting documentation, the Validator came out to see the vehicle approximately three weeks after the incident. Upon the Validator's arrival, they proceeded to make remarks and push scenarios while interviewing me, contradicting the occurrences I had clearly mentioned. Is the Validator trying to find a loophole to get out of the claim after approving it? When asking for feedback, I am told that this is the process. The most frustrating thing was that the validator refused to give answers and merely mentioned “I think I have answered the question” when he clearly did not. In addition, today the Validator sent me a screenshot of my bank statements that I had previously sent to him in the initial stages of communication, requesting reasons and supporting documents for payments I have made out of my account. When I asked what this had to do with the claim, I was given a vague response that this is part of the process. Please clarify what we are doing here. Are we investigating the person or the claim? This kind of probing definitely contravenes certain legalities, and if I need to commence a legal process, please let me know. The service I am receiving is very unprofessional and frustrating. Each day, there is a new document they want from me. This is in addition to the video they asked me to send when submitting my claim, along with a police case number. My claim has been dragging on, and it feels like a little game, even though I have communicated the urgency of this matter. Let's refer to Naked’s website, where they mention the following: “100% digital insurance for all your favourite things” – Digital insurance? That requires human intervention or human frustration? Is this misleading information? “People are loving Naked. Take a peek at our reviews on Hellopeter and Google Play and see why.” However, when I checked Hellopeter, I found approximately 600 people dissatisfied with their service versus 4319 five-star ratings, which is around 13% of dissatisfied customers. I have read quite a few reviews and understand that many people are facing the same issues I am. Please can I get a response to the following: • What is Naked's full process? • What is the timeline? • After receiving approval digitally, how long does one have to wait before gaining final approval? • Why are Validators auditing bank statements and asking questions regarding transactions out of my bank accounts? • Can someone give me reasonable feedback other than vague answers? Kind Regards