Be careful of Innovation Group - Stay away!!

I have an extended warranty policy since January 2017.

Had a breakdown on Wednesday January 29, 2020 and had to be towed. Phoned Innovation on Thursday and was told that there were 2 premiums outstanding from last year. Asked if I could pay and was told that they don't have a manual payment system, I had to authorize a special debit which would be actioned after 5 business days. Debit went off my account on Wednesday 5th February, phoned Innovation and was told that my policy would be effective after 48 hours. I phoned Innovation on Friday, given a list of dealers, chose a dealer and had my car towed to the dealer. Dealer puts in a claim on the same Friday and claim is rejected . Received rejection letter on Monday 10th, stating that claim was rejected on the basis that the clutch was worn. I phone Innovation on Monday and they tell me to deal with Budget Insurance, phoned Budget and was sent back to innovation. Spoke to claims officer who said claim was rejected because the clutch was worn. To cut the long story short, I asked for the recording and I heard the dealer clearly saying that "the clutch is worn, pressure collapsed and caused the clutch to fail" Innovation ignored that fact the pressure plate collapsed and rejected the claim. After making a number of calls to innovation, eventually spoke to the team leader in the claims dept. on Friday the 15th. He said he listened to the audio and the dealer said the clutch was worn, I asked him why they are ignoring the fact that the pressure plate collapsed, isn't that a mechanical failure? He responds and says that the dealer did not provide a technical report, to which I rep**** and said the dealer sent an email with pictures stating that the pressure plate collapsed. The team leader responds that all he can see are 2 things on the floor. I then tell him that I am not a technical person, I will get the dealer to call him. I then call the dealer and I am told that claims dept. phoned and said Innovation would send an Assessor on Monday and decision would be made then.

Same Friday on my way home, I get a msg from the dealer, Innovation has approved R4000, dealer quoted about R9,800. She asked if I had received the approval letter, I said no and she forwarded it to me. Innovation hasn't said anything to me at all, even now as I write this,.

They don't even deserve the one star rating!!