What happened to the best insurance company I knew?

I have been a massive advocate for this company since I joined them when they just started and have always had some incredible service from them. I'm very sorry to have to write this review - things have definitely changed.

Naked did very little to follow up, escalate or put pressure on their recommended service provider for my car repair - who took more than 5 MONTHS, **** to me and did a horrible job on the little work they did do before I took my car back. I had to continuously follow up and ask for solutions, they gave me none.

I eventually collected my car, took it to another panel beater who recommended Naked sends out an assessor to them to view what had and had not been completed so that they can get a fair reassessment done.

They initially wanted me to just take the "remainder of the payout" and get the car fixed myself. The new assessment I got was almost DOUBLE their initial providers' quote - which means I would have been left liable for not only the necessary work but the rework that was done poorly by the other service provider and potentially anything they originally did not pick up.

Since then I have included numerous team members from both Naked and Hollard in my communications, with nobody reaching out to me about my concerns. I even included some of the clients I referred to them in the correspondence who asked for clarity - with no response.

I understand the service provider was the main problem and at fault, but the lack of communication, lack of priority and trying to take the easy out to avoid further costs or responsibility from Naked has been concerning. What was said on calls was not reflected in action.

It has been another month of back and forth communications, and I had to eventually phone in and ask for an update. They are willing to settle in cash, since the new service provider is not on their list (only giving me alternative options of service providers AFTER we had the car reassessed) which will still leave me at risk to complete this claim.

I am STILL trying to finalise this as I am writing this.

The frustrations this have caused, the time I have spent, the lack of priority this has had... I really am so disappointed in the massive change in client service I have experienced from before.