Formal Complaint – Excessive Delays and Lack of Parts Availability

To Whom It May Concern,

I am writing to formally express my extreme dissatisfaction with the handling of my claim following an accident on 7 December 2025.

On 7 December 2025, I was involved in an accident, and arranged for a tow truck to transport my vehicle to a yard for assessment, as it was undrivable. On 9 December 2025, an assessor was appointed, and by 11 December 2025, I was informed that my claim had been approved. I was advised that would complete the repairs within approximately eight days.

However, on 15 December 2025, when we went to Riverside Panel Beaters to hand over the vehicle key, we were informed that the vehicle had not yet been delivered to them. We were told that they did not have a tow truck available and that Naked Insurance needed to arrange transport. This was despite the fact that the vehicle had already been declared undrivable.

On 19 December 2025, the panel beaters requested additional funds from Naked Insurance, as the damages were more extensive than initially quoted. Shortly thereafter, they closed for the festive season from 22 December 2025 to 5 January 2026.

When they reopened in January 2026, I followed up and was informed that the required spare parts would take approximately one month to be delivered, with an expected date of 15 February 2026. In the meantime, I was required to return the hire vehicle due to the 60-day hire limitation in my policy. This has left me completely stranded without transport, and neither the insurer nor the panel beaters have been able to offer any assistance or alternative solution.

On 15 February 2026, the parts had still not arrived, and the delivery date was moved yet again to 4 March 2026. As of today, 4 March 2026, the repairs remain incomplete as they are still awaiting parts.

I have been informed that the core issue is the unavailability of Honda parts in South Africa. If this is indeed the case, then , along with Naked Insurance and Riverside Panel Beaters, need to take responsibility for the severe inconvenience caused to me as a client.

What was initially communicated as an eight-day repair has now extended to nearly three months. The lack of coordination, poor communication, and absence of proactive problem-solving are completely unacceptable. Being left without transport for such an extended period, due to delays entirely outside of my control, reflects extremely poorly on all parties involved.

I am very disappointed in the service and delivery provided. The level of client satisfaction in this matter has been an absolute disgrace.

I request an urgent written explanation for the continued delays, a confirmed completion date, and a clear solution regarding my transport situation until the repairs are finalized.

I expect a prompt response.

Kind regards,Nicoline Erasmus