Claim

I took out an extended warranty for 2yrs or 150k kms as soon as the OEM one expires. Last month my car engine light came on and so i took it to VW as the OEM and the outcome was that the engine needs to be overhauled.

The claim was register on a Tuesday (4/12/2018) with Innovation Group and I was then told that the assessor would go and assess the vehicle the next day on Wednesday (5/12/2018). When i called on a Wednesday (5/12/2018) i was told the report was still not available because for some reason the assessor couldn't go but i was promised i would get it on Thursday afternoon. Thursday the assessor went through to VW and assessed. When I called in the afternoon i was told the report is not available again because the assessor had not uploaded it and he would do so when he is back in the office and i would definitely get it on Friday (7/12/208) the next day in the morning.

When I called on Friday morning I was told the assessor had not uploaded the report and this would only be done later in the day. Later on the same day I called again and I was now told there was a technical glitch hence the assessor could not upload on the system and i would only get the results on Monday (10-12/2018).

Come Monday morning when i called the report was still not uploaded and it would be on;ly uploaded in an hours time. Fast forward the report was uploaded and because of the repair cost the matter has to be escalated to a Snr person for approval. Two hours later when I called back again I now get told that someone must go test the injectors on the one side and someone must test the quality of the petrol on the other side because basically they wont pay if the petrol used lead to the damage.

So basically they are telling me the Sasol (organization) is selling us bad fuels, how am i as a normal person suppose to test each time that the petrol i buy from Sasol is good enough.

I am angry and very disappointing at Innovation group, their customer service is beyond poor, their agents have no clue what it means to offer good customer services and already i am being told my claim will not be paid because of the petrol i used.

When i bought the policy no where did it speak about which fuel and from which garage/manufacturer to use. It only stipulated that so long as i service my car with VW as the OEM i was covered for unlimited amounts when engine internals fails.However when its time to pay Innovation I trying to find a loop hole not to pay. Mind you the car was serviced recently at VW (25/10/2018) and I was told everything is 100%.

So basically when you are buying the policy you are very important to them (Innovation group) but when it is claiming time you are treated like nothing, like you didn't pay for the policy in the first place.

During all of this no one bothered to call me back and give me feedback, i had to each time call and follow up even though there were disappointments after disappointments.

I will never ever recommend Innovation Group to anyone i know after today.