Bad service

I took out both a service plan and a warranty plan with Innovation Group. I later cancelled the service plan, as the product I received was not in line with what was promised by the consultant during the sales process.

Last month, I experienced an incident with my vehicle. I was unaware that I could submit a claim under the warranty, as I had not received any renewal documentation. When I contacted your offices, I was informed that the policy had lapsed and that no premiums had been received. This is not due to any fault on my part, as I always have sufficient funds available in my account.

I am now being told that the policy must be cancelled and reissued, and that I need to pay three months’ premiums upfront before the claim will even be considered. Despite my efforts to follow up, no one returns my calls, and after three weeks I have received this unacceptable response.

This experience is entirely disappointing and unprofessional. I will be lodging a formal complaint with the FAIS Ombud and will be taking the matter to social media, as this level of service is simply not acceptable.