AS
Adriaan S
Active since May 2022
5
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5 reviews26 months ago
Horrible claims service
It has now been 5 days since I last heard anything about my claim. I am sending emails to Naked asking about progress but nobody is getting back to me . It has now been more than 7 days since the phone got ******. This is actually ridiculous In my policy agreement Naked promises fast returns but this is now becoming such an inconvenience in my life, causing stress and extreme anxiety Ive got no connection to my life at the moment and now Naked expects me to just go with it. My hands are tied. I will be contacting Robert the head of claims tomorrow morning first thing if i do not receive a reply by 5pm TODAY.
0 replies
26 months ago
horrible experience
Honestly the most horrible experience of my life. In February 2023 my Range Rover Sport TDV8 broke down in Gardens. The car just simply shut down. I had thought I ran out of Diesel. The first thing I did was phone Wayne the owner of Landy Guru. I had told him what happened and he said I ran out of diesel I just need to put in some and start the car, so I did, and the car started, but after about 10-20 seconds it died again. I then towed the vehicle to Landy Guru where Wayne had done a diagnostic in front of me and it was diagnosed as a broken fuel pump. Okay great I thought not the biggest train smash. About a week after the car had been left at Landy Guru I was informed that sourcing a diesel pump is extremely difficult and is going to take up to 3 months to get. I accepted and we moved on. About a month after this I had received a quote where I saw they had quoted me to replace my ECU and fuel pump. I had phoned in and asked about the ECU and was told that it is broken and needs to be replaced, okay so whatever we proceed. JUST GET THE CAR FIXED. Fast forward two months later. I had phoned Landy Guru to ask what is going on as my car had been towed to the workshop in Feb and it is now June. I had been informed that my ECU is being fixed by an independent company as Landy Guru can not do the work. Long story short the ECU had to be sent back to landyLandy Guru as the work was now taking too long. The fuel pump was fixed, we paid for it and sent the car to 7 Landies just to get the car on the road again. So now Rudy from 7 Landies receives the car with the diagnostic we have received from Landy Guru. About 2 days later Rudy phones me and informs me that I have TWO blown turbos. Now please tell me how my car had been sent to Landy Guru for breaking down and they did not once pick up that I had blown turbos. Rudy had sent me photos and videos of how the pipes and air intake and everything in that engine was SMOTHERED and drowned in oil. I was extremely angry and went to Landy Guru where I had wanted an explanation from Wayne. Long story short he said he would be able to help. Now Rudy informs me that the diesel pump was probably not even broken and the turbo was the actual problem etc. Nevertheless the ECU was then 'fixed' by Rudy after being told that I need to realize that this work is extremely difficult and he is a genius to be able to do it blah blah blah. I told Wayne that the ECU would be fixed by 7 landies and that he had to help with the turbo's as his workshop was the workshop who could not diagnose TWO broken turbo's. What shocked me about this stage of the process was that neither Wayne or Rudy once had something nice to say about the other . I was being told the one is doing ******* things and the other *****s etc it was ridiculous. I just wanted my car fixed. So Wayne had said he will give us a discount on the work and labor but not ONCE did he acknowledge any fault on their side. We got quoted by Landy Guru for a broken fuel pump and ecu and according to that when those two devices are fixed the car will run. But that was not the case. Okay to make a long story short now the two turbos had to be reconditioned. In the process they had blown a few extra turbo's making the process very tedious. At one stage 5 MONTHS after starting the work on the turbo's and receiving the car back from 7 Landies ,Wayne had asked us where the ECU is. I was shocked. He then informed me that they now need to sort this out with Rudy from 7 Landies blah blah blah.I then phoned 7 Landies the next day to ask if Wayne had ONCE contacted them on this matter and he informed me that the last time they spoke was when the vehicle got delivered. Before confronting Wayne we got a phone call saying no the ECU was found in the boot of the vehicle. Could we all please just take a moment to process this. Did Landy Guru really just phone me to say that they can not find the ECU and the next day it is in the boot of the car? Please make your own conclusions. We were also informed that the ECU Rudy had provided was no good and they are going to install the old ECU in the vehicle . Now please keep in mind Rudy had quoted us about 13k to fix the ECU and now Wayne is telling me it is no good and they need to put in the old one. I was EXTREMELY agitated. Nevertheless we had received the car back on the 14th of December ALMOST 10 MONTHS after we had sent the car there. The first time we had received the official quote was on the 14th of December moments before picking the car up. So the work had been done and we were expected to just pay. Those 10 months cost us just under a 100k at Landy Guru. My father had received the vehicle. Please see the photos attached of the damages caused by Landy Guru or 7 Landies. Landy Guru did do more work and the car was there for longer so I suspect the damage had happened there. We weren't told that this had happened. We are sorry there is damage, let's help you to fix it. They just handed over the car. My park sensors were missing, my roof lining was full of oily hands, my seat had been broken, the car had a massive scratch on the back and new massive dents on the bonet. LIVE wires were connected to my positive pole on my battery. My tires were Shredded from the towning. Overall I was very unhappy but I had to sell the car because it would just cause more problems financially. I had taken a 11+k loss on the vehicle due to all these damages. As part of my financing I had a motor plan so we asked Wayne to proceed with claiming just to help with some of the financial damage. Wayne had said we can claim 20k back for this work and he will sort it out for us. It's now been 3 months and we have not heard anything. I am not even sure they loggend my claim. I am done asking and will be handing this over the the RMI and Motor Industry Ombudsman and the law will rectify this mistake. Once Wayne receives his money he is of no help at all. His workshop is a total mess. It is so dirty and cluttered and unsafe and that is not 5 star service at all. I hope this gets seen by Wayne so that he can realize the damages he had caused me and I hope he feels a little bit of compassion for what had happened to me. For those 10 months I had to still pay for a car I was not driving just because Landy Guru took so long to fix my car. But there is no remorse.
0 replies
26 months ago
Unjust request and treatment on claim
I had a Samsung galaxy Z fold 4 512gb gold. I had acquired this device by swapping an Istore Gift voucher for it. This was in October 2023. In January 2024 I had decided I want to have insurance on the device and so I activated Naked Cover for the amount of R40 000 in case of total loss. On the 22nd of February the device fell and my inner and outer screens were broken. I proceeded to log a claim on the same day and by the 27th of February my claim had been accepted without Naked asking me to prove ownership of the device. Unfortunately with bad luck the device has been stollen on the morning of the 27th of February when I was at the mall. I had immediately contacted my insurer via email to let them know and the breakage claim was canceled . A new claim had been logged. I went to Vodacom to blacklist the device and I received my ITC number. I also went to the police station to get a case number if needed for insurance purposes. I had done my due diligence and submitted my documentation for review. On the 28th of February 2024 I had received a request from Naked that they would like to have a zoom call just to discuss the claim and I thought this was pretty normal. Little did I know I was about to be interrogated. I was asked how I had acquired the device and when and how and where. I was even questioned on a device I had owned the first half of the year that has nothing to do with my current device or claim. I was then asked in detail about my previous experience with insurance where I had a highly escalated matter with Dotsure that even involved the ombudsman, and also why I had claimed from my insurer for towing in February 2023. I do see this as totally irrelevant to my current insurance and claim. Nevertheless about 30 min after my video call I had received and email from Naked with the subject "reasonable request" where I had been formally asked to present the insurer with proof of a Vodacom contract that is registered on my fathers name that has nothing to do with claiming for my Samsung device. Secondly after presenting Naked with my ITC number after blocking the cellphones serial number at Vodacom they are now requesting an official document from Vodacom to confirm that I am telling the truth. Thirdly They are asking for proof of purchase of the Samsung device as well as proof of the Iphone that was purchased with the Istore voucher I had swopped. Now this is a device that was not purchased by me as I had not used the voucher myself but had to show my ID for authentication. Now say for instance someone is gifted a cellphone from a friend or a family member or anyone really. The person the item is given to now has full ownership of it, and they are within their full rights to insure this device. I do see a lot of similarities from this in my case as I had swapped the voucher for the device and I was the new owner and had the right to insure my property. Naked has given me 24 hours to submit these documents otherwise they are going to reject my claim. Now firstly what confuses me is that my claim for accidental breakage of the cellphone from the 22nd of February 2024 was accepted on the 27th of February 2024 without Naked asking me for these documents, but now that the device is a total loss there is a different criteria. I had read the full policy wording and not once was it mentioned that there is a different criteria for claim approval depending on what the claim is. What also scares me is that Naked continued accepting my monthly cover amount without once contacting me to get proof of ownership. What if I had insured the phone for 12 months and then had to claim and my claim would subsequently be useless. My Naked app and an email had informed me that everything is sorted and there are no outstanding documents needed to start my cover, so why would Naked then still continue to insure customers without making sure they own the device. I am currently completely offline as I have no backup device and can not log into any of my apps such as my banking as I need two step authentication my hands are physically tied until I am able to get a new device. I have had one claim with Naked that was stress free and great and I was very impressed with the turnaround time and help that was given. This time around I am very unhappy as I am being painted and flagged for no apparent reason, I am unsure if I would continue my cover with Naked after this incident is cleared as this is causing me a lot of stress and is triggering my anxiety attacks and all I want is an insurer that has my back. I feel like Naked has treated me as a lesser client today and they are requesting irrelevant documentation. I really do hope this gets sorted out quickly and smoothly as I am at my wits end, this has caused immense stress in my professional as well as personal life. Having no form of Cellular connection is fun for one day but when you need to do business and sort out life it starts to become horrible.
280 replies
40 months ago
Dotsure horrors
I started with my dotsure vehicle insurance in June and everything was perfect. Not anymore...... My vehicle broke down in November and Included in my policy is free towing,vehicle hire and overnight accom. Dotsure was not able to rent me a vehicle becuase I was not near an airport. I find that very interesting because what if I break down far away in the middle of nowhere? Will they refuse to help me. Nevertheless I hitched a ride with the tow truck driver. Keep in mind this was on a Sunday....the 6th of November. On the 8th of November the vehicle got towed to a workshop . The towing was organised by Dotsure through the AA and they sent Speed Spares Towing Services. The tow truck driver damaged my Range Rover and fled the scene without giving me a tow slip. I took this up with Dotsure and got the ball rolling by the 1st December. Dotsure then wanted to send the vehicle to a body shop after I specifically requested that they send it to a mechanic due to the fact that there was a massive oil leak.A few weeks later the vehicle got sent to auto prism after I stated that it should rather be sent to a mechanic.at the end of that week my insurance phoned me back and told me that they will not be fixing my car as it is not towing related . I then asked if they have received a statement from the service provider and they informed me that they have not received the statement. Then I got a very angry and stated that this is fraud do you to the fact that they have not received a statement. I then escalated the matter and asked that they give me The number and name of the towing company. They then hesitated to give me any information. I then took it to my own accord to find out what is going on. I managed to contact the AA and received the number of the towing company. Keep in mind that this is now the 19th of December. I then phoned the towing company and asked if they have received any information involving my case. They said that they have not heard anything from the service provider or my insurance. I then asked where the tow truck driver is and they said that he is not working for them anymore. So then the trouble began. I phoned the insurance and asked how They feel that it is legally allowed that they refuse to fix my vehicle before they even had a statement then I said listen you have to fix my vehicle because this is not my fault. Long story short the vehicle is going to be fixed but I struggled for 19 days to get this problem fixed I was the one that how to contact the AA because my insurance did not do their job this is after they were fighting with me saying that I should be more polite towards them and that they do not understand where I am coming from. I was the one that had to do the contacting and sort everything out this is a job that the insurance was supposed to do. I am very unhappy with the service and the call agents as they slammed the phone in my ear multiple times and blamed it on load shedding very conveniently. Long story short the vehicle cannot be fixed by this time in the year due to the fact that mechanical workshops are closed over the holidays. So the vehicles towed back to my house on the 21st of December for safe storage until next year. When I received the vehicle back there was a faulty suspension message on the vehicle and I did not send the vehicle to the body shop with this problem. If I could give advice I would not let anyone allow Dotsure to ensure them as they are lazy negligent and incompetent
132 replies
47 months ago
Horrible service and misleading information.
Good day I hope you are well, this is my second complaint within 5 days, unfortunately the process for me to get graduate finance is uncontrollably lengthy, the administration asks me for documents one at a time , this makes this process extremely long, I am on day 7 of this application now and the seller is getting agitated. I can not afford to loose the sale as it fits right into my budget and I need a car immediately. Im being asked for a dummy payslip to prove my income but nowhere it was stated that I need it. The only documents stated on the website is proof of residence working contract and your ID. If I had known that I need this dummy payslip I would have had it ready. For me to get this document from my employer (who is in the netherlands) is going to take extremely long. Im bound by contract and in my contract it states what my income is , but now the bank wants me to send my payslip, wich I’m only getting at the end of next month when my salary is being paid to me, I don’t know what more to do. I have been busy with this application for a week now,struggling every single day. I did not know that the bank would make it this tedious for me to sort my life out.
268 replies
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