Worst Experience Ever

I heard about Naked Insurance from a friend of mine and I read positive customer comments from hellopeter. I then decided to switch to Naked and cancelled insurance. My insurer’s service was outstanding the only reason I switched was the premium offered by Naked. Having read comments from hellopeter, I noticed that they have both (Good Customer Service and Best Price/Premiums). I switched my 2 cars and my house to Naked almost 50% difference on premiums. On the 20th I was involved in a car accident, called the insurance – tow truck arrived pulled my car our of where it was stuck - I drove (only bonnet and bumper was affected) to the Police Station to report an accident. I called Naked to start a claim process, but was told that they can only help me on Monday the 22nd August and that was the beginning of my reality with Naked. I called on Monday for the claim which, then was told that an assessor will be in touch for vehicle inspection and interview. I received an email from Naked with a consent document that was to be signed on the 25th of which I signed and returned to on the same day. After that I kept calling for progress report and being told that the assessor will be in touch. Eventually the assessor called to make an appointment for the 1st September. He came to my work place, started an interview – “Gruesome” is an understatement. I was interviewed as if I killed someone and kept being reminded that he is an ex Police, I have to tell the truth cause he will investigate and interview everyone that was involved or eye witnesses including the person who’s property was partially damage – remember that my claim is for a bonnet and bumper. I was interrogated for almost an hour, had to explain my very first accident since I purchased my first car in 2003 and in the end I was asked to submit these documents: Copy of my ID, Copy of Drivers License, Copy of my car purchase invoice, copy of Logbook, Service History, Personal Bank Statement for the 20th and detailed trip report from my Tracking company, contact details of the owner whose property was damaged together with invoices, receipts and quotes for the damage (I did not claim for 3rd Party cause I handled it myself) ☹ - all this for a bumper and a bonnet claim. After the interview, I called my wife who reminded me that we need this car for our trip scheduled for the 10th September. I called the assessor explaining the urgency of this as he still wanted to view the car, visit site which is 116km from my house and I couldn’t go with him during the weekend of 3rd and 4th due to commitments. I then decided to cancel the claim to do repairs myself. I called Naked they explained that this claim process including investigation will take approx. 10 days and I need my car urgently. I requested to cancel claim to do repairs myself and they refused – there were emails to and fro without success - no matter how I explained my challenge. I then decided to cancel this policy on my app and sent them a screenshot that I cancelled policy – can I now have my car back? I did not get any response, but an assessor called wanted to know what was happening – I explained to him and he advised that I was speaking to the juniors – he will discuss with his boss. On the 2nd September, I received an email from Naked again after I cancelled this policy a day before and it reads as follows, I quote, “We will be in conversation today with management and our underwriters regarding releasing your vehicle back to you while under validation and we will revert back to you”. I truly don’t believe that Naked understand the term “Customer Experience” I now doubt that comments from hellopeter are from real customers. I was treated like a common ********. I think my only problem was to disclose that I had a claim within 12 months that was for the same car, someone tried to break in and damaged door locker – I had to use passenger door to access my car cause the remote was working and there was a minor scratch on rear passenger door – that was the reason for the claim after almost 5 years without any claim. I regret posting Naked on my facebook page and sending discount I received on my whatsapp groups convincing friends to try Naked and referring them to customers comments non hellopeter ☹ I now have to swallow my words about the service. I rather pay high premium for excellent service that pay lower premium for EXTREMELY POOR SERVICE.