Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Innovation Group is described as a warranty and service plan administrator that collects premiums reliably but resists paying claims. Recurring themes include claims declined for wear and tear or late services, undisclosed exclusions, dropped calls and cancellations that are never processed. Agent Quality (1.6) is the least weak area, with several consultants named warmly, while Claims Handling (0.9) and Pricing, Premiums and Transparency (0.8) attract the harshest criticism.
Top Strengths:
- •Agent Quality & Customer Care: A small but consistent group of customers name individual consultants such as Mpho Ntsumele, Nyiko Milazi, Sello Bambo, Philemon, Keabetswe Mmekwa and Mbofholowo Masakona as patient, professional and willing to go the extra mile despite the surrounding process failures.
Replied to 99% of negative reviews
Reply time on negative reviews: 9h 25m
TrustIndex
2.6
Ranking
#37
in Short Term Insurance
Reply Time
9h 47m
NPS Score
-57
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 9h 25m
Nov '25 - Oct '26
Frequently Asked Questions About Innovation Group
What do customers say about Innovation Group?
Based on recent customer reviews, Innovation Group is described as a warranty and service plan administrator that collects premiums reliably but resists paying claims. Recurring themes include claims declined for wear and tear or late services, undisclosed exclusions, dropped calls and cancellations that are never processed. Agent Quality (1.6) is the least weak area, with several consultants named warmly, while Claims Handling (0.9) and Pricing, Premiums and Transparency (0.8) attract the harshest criticism.
What is Innovation Group's biggest strength?
Innovation Group's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. A small but consistent group of customers name individual consultants such as Mpho Ntsumele, Nyiko Milazi, Sello Bambo, Philemon, Keabetswe Mmekwa and Mbofholowo Masakona as patient, professional and willing to go the extra mile despite the surrounding process failures.
What are the most common complaints about Innovation Group?
The most common complaint about Innovation Group, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Customers describe exclusions and claim limits only revealed at claim stage, premiums debited after cancellation or policy expiry, refunds promised and never paid, prepaid service plans that outstrip the value of services received and cooling off rights ignored.
How does Innovation Group compare to other Short Term Insurance companies?
Innovation Group scores 0.9 out of 5 on Hellopeter's AI analysis of service quality in Short Term Insurance, compared to the Short Term Insurance industry average of 3.2. Their strongest theme is Agent Service (1.1); their weakest is Pricing & Excess (0.7). The top AI-rated Short Term Insurance business on Hellopeter is Quest Claims Solutions (4.3). How is the AI Score calculated? →
Is Innovation Group trustworthy?
Innovation Group has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 208 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 9 hours 25 min. Hellopeter has tracked Innovation Group across 2,617 total reviews. How is the TrustIndex calculated? →
Recent reviews (208)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Mar 2020
Warranty extension - policy
A month ago I received a call regarding that my warranty is due to expire and I renewed it. The consultant never advised me that there is another 3 months waiting period - why would i pay for a warranty for over 10 years and still be on waiting period without any claims. Now I received a letter that my warranty expired 23/102/2026 I am being told that it relating old *** coz the sales consultant sold me a new one. I simply upgraded why there is misinformation with these sales consultant. It ******* to sell customer something and not relay the pros and cons...
1 reviews | Active since Mar 2020
Warranty extension - policy
A month ago I received a call regarding that my warranty is due to expire and I renewed it. The consultant never advised me that there is another 3 months waiting period - why would i pay for a warranty for over 10 years and still be on waiting period without any claims. Now I received a letter that my warranty expired 23/102/2026 I am being told that it relating old *** coz the sales consultant sold me a new one. I simply upgraded why there is misinformation with these sales consultant. It ******* to sell customer something and not relay the pros and cons...
1 reviews | Active since Dec 2016
Wrong premium amounts added and no accountability taking from management and team
Complaints and communication sucks big time. The sales team made a complete mess up with my premium. And after listening to the call, picking up the error and acknowledging the mess up, they just offer no assistance to fix it. It's taking them close to a month to fix it. As a customer to follow up and receive no feedback is frustrating. The manager and complaints and sales team passes the buck to each other without taking any accountability or ownership of the error. This is disgusting. No communication skills and absolutely no empathy. And as I'm writing this review my premium is still not fixed because it's a "I didn't call because the sales team is supposed to call you". I'm speechless. I spoke to Laverne the team Leader, I've gotten one email from Shadrack Dlomo who now does not respond.
1 reviews | Active since Dec 2016
Wrong premium amounts added and no accountability taking from management and team
Complaints and communication sucks big time. The sales team made a complete mess up with my premium. And after listening to the call, picking up the error and acknowledging the mess up, they just offer no assistance to fix it. It's taking them close to a month to fix it. As a customer to follow up and receive no feedback is frustrating. The manager and complaints and sales team passes the buck to each other without taking any accountability or ownership of the error. This is disgusting. No communication skills and absolutely no empathy. And as I'm writing this review my premium is still not fixed because it's a "I didn't call because the sales team is supposed to call you". I'm speechless. I spoke to Laverne the team Leader, I've gotten one email from Shadrack Dlomo who now does not respond.
1 reviews | Active since Feb 2025
Innovation still don't deliver. The worst experience ever
Innovation called me back the same day with promises to assist me Sharon Van den Berg said she will call Suzuki Vereeniging for a quote to service my car and get authorization for the service I must book a service. Arranged to take the day of work I emailed her no response at all. Bad service is bad service a call with empty promises is not going to fix anything.
1 reviews | Active since Feb 2025
Innovation still don't deliver. The worst experience ever
Innovation called me back the same day with promises to assist me Sharon Van den Berg said she will call Suzuki Vereeniging for a quote to service my car and get authorization for the service I must book a service. Arranged to take the day of work I emailed her no response at all. Bad service is bad service a call with empty promises is not going to fix anything.
1 reviews | Active since Oct 2026
********
Sales department misinform their customer with wrong warra products ****s!!
1 reviews | Active since Oct 2026
********
Sales department misinform their customer with wrong warra products ****s!!
1 reviews | Active since Oct 2010
Sharing of ****d POP
DONT HONOUR CLAIMS, SHARE ****D PROOF OF PAYMENT, I trusted them and gave them too much credit only to be disappointed when claiming, then they have the odasity to send me POP that does not exist, I submitted a wear and tear claim that they claimed to have paid to my account despite me sending them my bank statement they still insist a payment was made to my account, took the POP to *** only to be told that the POP does not exist event a Trace ID does not exist which led me to one conclusion, its a ****d POP, how shameful can the be, how low is that, Sis man,
1 reviews | Active since Oct 2010
Sharing of ****d POP
DONT HONOUR CLAIMS, SHARE ****D PROOF OF PAYMENT, I trusted them and gave them too much credit only to be disappointed when claiming, then they have the odasity to send me POP that does not exist, I submitted a wear and tear claim that they claimed to have paid to my account despite me sending them my bank statement they still insist a payment was made to my account, took the POP to *** only to be told that the POP does not exist event a Trace ID does not exist which led me to one conclusion, its a ****d POP, how shameful can the be, how low is that, Sis man,
1 reviews | Active since Dec 2023
Terrible service
I have been trying to get a hold of someone from the beginning of September to extend my warranty, numerous calls, multiple emails to date no one has contacted me. I called in yesterday again to add my 2nd vehicle still no assistance. It's like they don't want the business. Customer service sucks every time you call they say someone will call you back but there is no call back no replies to email, it's like they don't want your business.
1 reviews | Active since Dec 2023
Terrible service
I have been trying to get a hold of someone from the beginning of September to extend my warranty, numerous calls, multiple emails to date no one has contacted me. I called in yesterday again to add my 2nd vehicle still no assistance. It's like they don't want the business. Customer service sucks every time you call they say someone will call you back but there is no call back no replies to email, it's like they don't want your business.
1 reviews | Active since Apr 2019
Service policy declined
Policy Should Still Be Valid Explicit Contract Dates: Your policy document explicitly states a 24-month duration with an end date of 30/04/2027. A company cannot arbitrarily terminate a contract early if you are within both the time limit (current date is October 2026) and the mileage limit (52,000 km is well within the 45,000 km allowance added to your starting mileage, or the overall policy cap). Omission of Terms: If the policy document does not explicitly state that services must be done exactly 12 months apart or that you forfeit benefits for a late service, Innovation Group cannot legally enforce an unwritten rule. Conflicting Information: The Nissan dealership—who acts as the service representative—assured you that the service could be done anytime within the following year . Declined my service. Terrible customer service dont ever deal with nissan innovation Group
1 reviews | Active since Apr 2019
Service policy declined
Policy Should Still Be Valid Explicit Contract Dates: Your policy document explicitly states a 24-month duration with an end date of 30/04/2027. A company cannot arbitrarily terminate a contract early if you are within both the time limit (current date is October 2026) and the mileage limit (52,000 km is well within the 45,000 km allowance added to your starting mileage, or the overall policy cap). Omission of Terms: If the policy document does not explicitly state that services must be done exactly 12 months apart or that you forfeit benefits for a late service, Innovation Group cannot legally enforce an unwritten rule. Conflicting Information: The Nissan dealership—who acts as the service representative—assured you that the service could be done anytime within the following year . Declined my service. Terrible customer service dont ever deal with nissan innovation Group