Complaints resolution policy

Introduction

Naked Financial Technology (“NFT”/”Naked”) is a digital platform for automated sale and self-service administration of personal lines short-term insurance.

NFT is an authorised financial services provider (FSP 48822). Policies are underwritten by The Hollard Insurance Company Limited (“Hollard”), a registered insurer and authorised financial services provider. NFT has a full binder from Hollard for product development & pricing, entering into and administering of policies, and handling of claims.


Definition of a FAIS Complaint

Can be defined as a specific complaint relating to a financial service rendered by a financial services provider or representative to a client on or after the date of commencement of the FAIS Act, and in which complaint it is alleged that the provider or representative -

  • has contravened or failed to comply with a provision of the FAIS Act and that as a result thereof the client has suffered or is likely to suffer financial prejudice or damage;

    This applies to allegation by a client against Naked Financial Technology (Pty) Ltd (“Naked Financial Technology”) that:

    • the features of the product in question were not properly explained at point of sale;

    • the client was not given enough information that would enable him or her to make an informed decision about the financial product;

    • the policy documents were not delivered and received by the client;

    • there’s not enough information with regard to the lodging a claim or premium payment and frequency thereof; or

    • doesn’t recall buying the financial product

  • has wilfully or negligently rendered a financial service to the complainant which has caused prejudice or damage to the complainant or which is likely to result in such prejudice or damage; or

    This applies to allegations that Naked Financial Technology has:

    • provided an incorrect service to the client;

    • acted without the client’s knowledge or consent

    • cancelled a policy without the client’s knowledge/consent;

    • effected any policy change without the client’s knowledge/consent which has caused prejudice to the client.

  • has treated the complainant unfairly;

    This applies to allegations that:

    • the client has been pushed from pillar to post without a resolution;

    • representative have been rude towards the client;

    • different staff provided different information when contacted about the same issue on the financial product;

    • the provider promised to do one thing and then did another.


Application

This policy applies only to complaints by clients alleging that Naked Financial Technology:

  • has contravened or failed to comply with a provision of the FAIS Act and as a result thereof the complainant has suffered or is likely to suffer financial prejudice or damage;

  • has wilfully or negligently rendered a financial service to the complainant and has caused prejudice or damage to the complainant or which is likely to result in prejudice or damage; or

  • has treated the complainant unfairly.


How to Lodge a complaint

Step 1: Use the questions or comments chat functionality on the app.

Step 2: Speak to one of our customer care specialists on 086 0995 125 or email us on help@naked.insure.

Step 3: If required, ask to speak to a manager to further discuss your concerns.

Step 4: If, after speaking to a manager, your complaint is not yet resolved, you can take the matter further by writing to our internal dispute resolution committee on: complaints@naked.insure. You need to set out all the relevant information and attach all applicable documentation in order to enable Naked to resolve your complaint timeously and without delay. Your concerns will be investigated by a person with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your letter.


Procedure

Once the compliant is received by the Complaints Team you may expect an acknowledgement of receipt, within 72 hours of receipt of the written complaint, providing you with details of the person who will be considering your complaint and how your complaint will be handled.

You may expect a resolution to the complaint within 6 weeks of receipt of your complaint.


Referral of the Complaint to the FAIS Ombudsman

  • Should a resolution reached by Naked Financial Technology not be to your satisfaction, after receipt of the final response from Naked Financial Technology regarding your complaint, you have six months within which to submit a complaint to the FAIS Ombudsman.

  • The complaint must not constitute a monetary claim in excess of R800 000.00.

  • The FAIS Ombudsman will not investigate a complaint if, before the date of receipt of the complaint by the FAIS Ombudsman, or during an investigation by the FAIS Ombud, the complainant institutes proceedings in a court regarding the subject matter of the complaint.

  • The FAIS Ombudsman, is accessible via the following:

    Address Financial Services Board, P O Box 74571, Lynwood Ridge 0040.

    Telephone +27 12 470 9080

    Facsimile +27 12 348 3447

    E-mail Address info@faisombud.co.za

    Website www.faisombud.co.za


Other complaints

  • Rejected claims and cancelled policies

    If we do not accept a claim made in terms of this policy, cancel this policy or if you dispute the amount of the claim, you may request us to review our decision. We will only review our decision if you send us a written request to review within 90 days (the “representation period”) of the date that we rejected your claim or cancelled your policy. If you wish to lodge a complaint direct with the insurer, you may do so by sending an email to naked@hollard.co.za

  • Complaining to the Ombudsman

    In the unlikely event that your concerns are not resolved to your satisfaction by the internal dispute resolution committee, you may contact either the Ombudsman (an independent office appointed to make independent and fair decisions relating to the actual insurance product), or the Ombud for Financial Services Providers (FAIS Ombud) (for complaints relating to how this policy was sold, or how we interacted with you).


Conclusion

Naked Financial Technology will, on an ongoing basis, investigate the nature of complaints received and ensure that preventative measures are put in place, to avoid future occurrence of similar and other complaints.

Date of last update: 12/11/2019