Active since Feb 2017
13
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13 reviews15 months ago
Incompetence, blatant lies, horrible communication and poor customer satisfaction
This was THE WORST claim experience I have ever had, and I have had a few. A job that they, the insurer and other service providers estimated at 10 working days has taken them 2 months. I say "taken them 2 months" with leniency because, as of writing this review, I still haven't received my vehicle (nor do I have any idea when I will receive it). So who knows how long they'll actually take. To add to that, the communication is horrible. You try to email them to find out what is going on with your vehicle, and they simply ignore you and take 4 business days to respond. When they do finally respond, they usually do so with blatant lies. They told me my vehicle was assembled and now in polishing. I asked for pictures, they took 3 days to send me a picture from the back (my vehicle only had damages in the front) - this was an obvious attempt to hide the fact that they *****edly **** about the progress. The vehicle was evidently still far from polishing. After I demanded proper pictures of the damaged area, these lies became clear. And this happened more than once. They later told me the vehicle is assembled and has moved into the wash-bays. I demanded another picture, and of course, this didnt come easily, but eventually they sent one, and I learnt that this was, once again, a lie, as the vehicle looked almost no different to the previous week. I have explicitly called them out on their lies and feedback that contradicts the pictures, yet they have shown no signs of caring and continue to operate like a fly-by-night operation. As I write this review, today marks a month since the date they said I'd get my vehicle back. In this time, they have not made any attempt to explain the delays to me, the paying customer. I have had to spam their emails and wait for days for them to respond.. Yet, they still have not given me any ETA. I have asked for an ETA probably 10 times now, and they have flat out ignored my requests. This is a corporation of incompetence, lies, horrible communication and poor customer satisfaction. I would never ever come back here nor recommend these ****** to anyone. If you want professionalism, honesty and peace of mind, please do yourself a HUUUUUUUGE favour and look elsewhere.
0 replies
15 months ago
Incompetence, blatant lies, horrible communication and poor customer satisfaction
This was THE WORST claim experience I have ever had, and I have had a few. A job that they, the insurer and other service providers estimated at 10 working days has taken them 2 months. I say "taken them 2 months" with leniency because, as of writing this review, I still haven't received my vehicle (nor do I have any idea when I will receive it). So who knows how long they'll actually take. To add to that, the communication is horrible. You try to email them to find out what is going on with your vehicle, and they simply ignore you and take 4 business days to respond. When they do finally respond, they usually do so with blatant lies. They told me my vehicle was assembled and now in polishing. I asked for pictures, they took 3 days to send me a picture from the back (my vehicle only had damages in the front) - this was an obvious attempt to hide the fact that they *****edly **** about the progress. The vehicle was evidently still far from polishing. After I demanded proper pictures of the damaged area, these lies became clear. And this happened more than once. They later told me the vehicle is assembled and has moved into the wash-bays. I demanded another picture, and of course, this didnt come easily, but eventually they sent one, and I learnt that this was, once again, a lie, as the vehicle looked almost no different to the previous week. I have explicitly called them out on their lies and feedback that contradicts the pictures, yet they have shown no signs of caring and continue to operate like a fly-by-night operation. As I write this review, today marks a month since the date they said I'd get my vehicle back. In this time, they have not made any attempt to explain the delays to me, the paying customer. I have had to spam their emails and wait for days for them to respond.. Yet, they still have not given me any ETA. I have asked for an ETA probably 10 times now, and they have flat out ignored my requests. This is a corporation of incompetence, lies, horrible communication and poor customer satisfaction. I would never ever come back here nor recommend these ****** to anyone. If you want professionalism, honesty and peace of mind, please do yourself a HUUUUUUUGE favour and look elsewhere.
0 replies
20 months ago
I’ve had my issues with them in the past, but I think they’re consistently improving
I’ve had my issues with them in the past, but I think they’re consistently improving. This time, my claim was hassle free. There were slight delays, getting approvals and signatures etc, but the claims consultant kept me updated through out
53 replies
31 months ago
They refused to fulfil my return on faulty item
I ordered online on 11 August 2023. The item was delivered on the 17th of August. However, one of the items, a TV stick, was faulty and kept disconnecting from the WiFi. On the 18th of Aug ( 24hrs after the delivery) I logged a return request. On August 27th, ( 9 days after a return was logged, and 10days after delivery) Makro emailed me saying the item is passed the 14 day return policy and they can’t accept the return. I pulled up receipts showing that this is a lie and the delay is on their side. A few days later, I received a call informing me that a pickup was scheduled for the item. I informed my staff to make sure to be home all day and no pickup was done. Now I’m stuck with a faulty item that I bought with my hard earned money. The risky part of online shopping is the return process, and facilities like Makro make this fear a strong reality. And I have since learnt to never trust Makro with online shopping ever again. Rather stick to trusted sites like Takealot etc. don’t waste your money! I have all the receipts to prove this!
131 replies
36 months ago
Completely ********* Insurance Practices
When ***** insurers have no legit basis to decline a claim, they can sometimes practice some underhanded tactics to avoid or eventually deny a claim, and leave hardworking policyholders' VALID claims unfairly unpaid. I would urge every consumer who intend to log a claim with Naked Insurance to do due diligence regarding ********* business conduct practised by some insurers. I will use my experience with Hollard / Naked insurance to show some CLEAR examples of these tactics: 1) Overly Burdensome Demands : Although the insurance company has a duty to investigate a claim, the insurer’s power to request information and documents cannot be used to harass or abuse policyholders. If the insurance company is making unreasonable demands unrelated to substantiation of your claim, this practice can justify bad faith liability. A clear example of this in my case: After an accident, I transported someone (whom I do not know the identity of) to the hospital, and dropped them at ER. I provided my tracker log for the entire month to validate all my trips and description of events. And now, Naked is asking me to provide the personal medical records of the person. This is clearly a dirty attempt to fail the claim because (a) The hospital would not willingly hand over any patients records to any random stranger, no matter how nicely I ask and (b), I do not even know the persons name, as I have explained to Naked, the person was a complete stranger to me and also in no state to give this information anyway... so, even if I demanded his hospital records at gunpoint, whose records would I even ask for? This is clearly an IMPOSSIBLE request placed on a policy holder and a very ********* tactic to deny a claim. Theres no contractual requirement for a claimant to somehow have medical records of patients he transports to the hospital. This can never be used as a valid requirement to a claim. 2) Delays in Resolving a Claim: This is something I have actually seen in more than one occasion since insuring with Naked. As a client, I find myself often having to ask "what is the status / delay on this?" and getting nothing but generic responses with no concrete information. This is a very *********, yet effective way to frustrate and discourage clients to continue with their valid claims. This is a tactic Naked is very fami**** with! 3) Inappropriate Investigation Tactics: When a policyholder files a claim, an insurer has a legal duty to conduct a timely and thorough investigation of the claim. The investigation must include determination of the cause of loss and a valuation of the claim. Insurance companies sometimes will fail to conduct a careful investigation or ignore important evidence regarding a claim to justify a position that minimizes the insurer’s liability. Or simply lay this responsibility on the policy holder, since this increases the points of failure in the process, in the obvious favour of the insurer. This is also something I have personally witnessed on two separate occasions with Naked. More recently, they have requested that I produce a detailed invoice from a restaurant I ate in, on the night of the accident. Firstly, this was weeks ago - thanks to their delays, and secondly, the accident happened while I was visiting another province. But I have supp**** the tracking logs as well as banking statements that should more than suffice to validate my story, and put me at the restaurant as I said - but it is a known "dirty trick" that, when your trained validators, who investigate for a living, cannot prove that something did NOT happen, they put the burden to the client to prove that it DID happen - thus, drastically increasing the difficulty of the claim and improving their chances of avoiding liability on a valid claim. My question to them was, if this is really obtainable information, why dont YOU do your job as an investigator and obtain it then? I have even signed a consent form, allowing you to. Since there's no personal information attached to a restaurant bill, why do I have to find ways to obtain it? Why cant you? And they could not answer this. Its much easier for you to fail proving something happened, than it is for them to prove it didn't. That is what they're banking on. Completely *********! They also asked me to provide proof that I called their emergency line on the night. And stated that the claim would be declined if I couldn't. (which, BTW, is also useless because I tried to call it twice with no luck) I provided the screenshot to prove that I did call them, but the question is WHY? - Calling the emergency line is not a prerequisite to a valid claim so why? - This is YOUR line, why cant YOU check incoming calls to validate this? - What if I simply didnt think of calling them at the time? - What if I didnt have my phone / airtime at the time? - What if I asked someone nearby to use their phone for the call? - What if I was injured and in no state to make a call? Why exactly is this a reason to deny my claim? They chose not to answer this too. So where are we now? Well, Naked Insurance is threatening to deny my claim because of "discrepancies". I have asked numerous times for an explanation of these so-called discrepancies and they have chosen to skip over that request each and every time. If these discrepancies are indeed valid, why cant you share them with me, the person who pays you a premium every single month to cover my items? These tactics are not okay or even normal - but it some of the ways insurance ****** can give clients a runaround and avoid payouts. Please be aware and on the lookout for these, and seek legal assistance when you're uncertain.
159 replies
40 months ago
Easy to join, veeeeeeery difficult to claim
Joining Naked is very easy - absolutely no hassles. You do not even need to speak to any consultant. The fights start only when you need to claim. I put in an accident claim on October 16th, 2022, which included 3rd party damages. They rejected my claim, accusing me of lying about the actual date of the accident - EVEN THOUGH I HAVE EVIDENCE from my tracking company that shows that the car didnt even leave the house on the day they claim the accident happaned. Only after weeks of battling with Naked and appealing to the ombudsman, the claim was finally approved on November 4th, 2022. The claim included my vehicle and a third party property. As of writing this, its been 3 months and my vehicle is only getting booked for repairs now. Due to ridiculous delays, the 3rd party has been forced to claim for their repairs through their own insurance - because the damages posed a security risk to their property. And even though I "have insurance", I will have to pay for their excess. Naked insurance has offered absolutely not feedback in this regard. We have tried all angles to get some kind of explanation and feedback from Naked, they have ignored all emails of simply sent a generic response. I am extremely disappointed in them and regret joining them. I even regret recommending them to my friends and feel like I have let them down too. I strongly advise anyone who is strong on customer service to reconsider joining Naked insurance.
192 replies
64 months ago
Worst Mistake Ever!
In less than 6 months, my TV has been for repairs twice. The TV is called a Netflix TV..... which has issues playing Netflix. And they just return the TV as-is saying there's nothing wrong with it. Like I'm crazy. Trying to contact them is a waste of time, I don't even know why they even have phones. On top of that, you're kept completely in the dark as a customer. No communication. No status updates. Nothing! You just sit and pray for the day you will get a working TV that you paid for. I really regret ever purchasing this brand and urge everyone else to keep away. I honestly think 1 star is too much, to reflect their customer relations.
0 replies
88 months ago
Scam disguised as a bargain! Don't waste your money with them. Get proper medical cover.
1) I was on their best package but always struggled to find a doctor because even on their best package, you still restricted to Network GP's.. which is really not great list (most of them are really dodgy), and most doctors I know refused to join them because of delayed and incomplete payments. 2) After finding a doctor and getting a prescription of generic medication (Because this is Affinity Health we talking about), I always turned around told my "medical aid" doesn't pay for this medication. I do not remember even one time when they paid for even 50% of my prescription med's. Essentially, Affinity Health was never there to help when me or my son were ill and needed medical aid. They don't cover anything accept some shady doctor consultations. They were always quick to answer random questions via email though, which give the impression of competence. But never deliver when you actually need them. So I decide to stop wasting my money and cancelled them and went to another medical aid (this was late 2018). There were funds owed to me at the time. Once again, they were quick with responses and told me they would refund me in a few days. It is now a whole new year and it's been over 6 weeks. I struggle to get responses from them. I have no idea where my money is. I have tried contacting them several times and they are dead quiet as if nothing happened.. Don't waste your money with them. Get proper medical cover.
105 replies
96 months ago
Great Service All Round :)
Once again, I experienced the most hassle-free, competent claims process from Discovery Insure. I never felt confused or uncertain, was walked through the whole process. My emails were responded to almost instantly and constantly got calls to make sure I'm clear at all times. Sad truth is: this is becoming more of a luxury these days, it's refreshing to see a company that still applies the principles of Customer Satisfaction. The lady was called Bianca and she was an angel
53 replies
98 months ago
I'd strongly urge anyone to look elsewhere for any kind of decent service
I won't even talk about how often they choose to ignore your contact attempts as the customer, that's a story for another day. Let's talk about how they rip you off in broad day light. So they once offered me a Value-Added-Service and made all these fairytale promises around the benefits. I had no reason to worry about how this will happen because it came with a designated insightful person at my call whenever I needed anything. Yeah right. I never got ANY of the benefits promised. In fact, after I agreed to the deal, I could never get responses from them for a long time. Eventually i put in a request to cancel this service because it added less than zero value to my life and I was paying for it. In January I put in a notice to cancel. I was told that it would be done in 30 days. I dont get why it would take so long to cancel when it took 5 min to sign up. Anyway, in February I was still charged for this, and told that its still within the 30days. Cool. Yesterday, March 15, i still hadn't received the cancellation notice I was promised, I make the effort and contact them AGAIN! Now, I am told that March will be deducted as well because it's already mid-month. I cancelled this 2 months ago! And the corresponded speaks with so much attitude when engaging with the customer. Its disgusting, really.
105 replies
Review Distribution
5 Star
2 (15.384615384615385%)
4 Star
1 (7.6923076923076925%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
10 (76.92307692307692%)