Worst claims experience ever

Droughts, tornadoes and earthquakes are often associated with disasters but my experience with Naked can also be classified there as well. I would have given a zero here if the rating allowed. I am such a fan of technology and was wooed by this concept of mobile-first insurance. But I see now why people recommend a more people-centric solution. Paying is easy... claiming is another animal. My claims experience has been nothing short of shocking. I was hit from behind as I was stationary, waiting for my turn at a 4 Way stop. Without my mobile phone, the police took statements and pictures and requested the cars towed. I was driven a little later to get my phone and take images etc. and I made the online claim. - No one called to ask if I was fine -No one asked where the car is: Since I did not use Naked's online tow service, they should have asked where it is. After 4 days they asked about the tow company and informed me that I would have to pay for this unauthorised tow (despite the police requesting it) - Had they atleast told me on the day or a day after that I would have to cover the tow and storage, I would have atleast arranged to move the car out of the yard - They requested I send info to them about myself, the car and the third party. They then requested the same info the following day regarding the 3rd party. You have to send things over and over again as if you are dealing with someone with a limited attention span -The answer rate is an email a day. If I send an email today I only get it the day after, simple things take longer than a week. At this rate, I will be retired before my matter is resolved - I have signed up for a temporary vehicle to be able to get by but exactly 7 days later, nothing. Naked does not care about the organisation that remunerates me so that I can pay for its premium nor me, the client who has paid for the service faithfully each month for years. I have been speaking to the team to come to collect the car from the towing yard and they repeatedly told me that there is back and forth and challenges with getting the car at the yard. I called the owner 2 times before and earlier today to understand, he says they have not contacted him and he has no issue with me getting the car. Someone is lying (hint: its not the towing company owner). I even offered to the Naked team for me to walk to the tow yard (since I don't even have a temporary car) with my ID and RC1 doc where they can collect the car and I will clear the account. I have now done more during this stage to try and resolve the issue than my insurance has, by the way, I am working so no consideration of how that is affecting my work and home. Today I was advised to move the car from the tow yard (at my expense by the way) to my residence (which is not a s**** yard by the way) so that the Naked team can more easily collect the car. Not only did I have to deal with a collision last week, I now have to spend more time, energy and money whilst being the problem solver. Only sunshine to this has been some polite telephone consultants.