ABSA vehicle warranty claim

I bought a extended warranty for my vehicle with ABSA underwritten by the Innovation group. Last month my car's engine light came on and I then took my car to VW to have a look. The engine needs a n overhaul. The claim was sent to ABSA/Innovation Group on the 4th of December 2018 and each time I follow up I am not getting a clear answers to my questions. Initially I was told that the assessors turnaround time is 48hrs and that was not adhered to, I was then told as seen as the assessment report is done then the claim would be finalized and that too was not adhered too. Each I had to call in and push the agents to follow up and do their jobs. At no instance did one agent call me back with feedback even though I was calling in daily since the 5th of December till to date.

Yesterday eventually the assessment report was issued and when i asked for outcome I was told that some assessor must go test the petrol content used because the claim will be rejected if the petrol used was incorrect. From this response I then concluded that basically Innovation group is trying by all means not to pay out because saying you need to test the petrol is a lame reason because they are now basically saying they disagree with the OEM specification of what petrol (93 or 95) one can use on the car and also they are saying that the Petrol supplying big giants in RSA are selling us user bad quality petrol. This then means as a customer i must now test the petrol from Sasol/Engen/Shell each time i fill up.

The policy you guys sold me did not come with petrol specifications to use or not to use on my vehicle which make sense because you are not the OEM for VW cars and are not specialist when it comes to petrochemical industry. The requirements were than i service my car with only the OEM (VW) since the car was bought brand new and this is what I have been doing. Mind you the vehicle just came form service at VW on the 25th of October and the outcome was everything was fine with the vehicle.

So now i feel aggrieved that you are trying by only means to not fix my car and giving me the run around.

ABSA intervene as the people who sold me the Innovation group product because as your client with other policies I am getting fed up of such treatment and very close to taking my business with you to another bank because really this in not on, I am being treated like I never paid in full for this policy or like I missed some payments for this policy which is not the case.