Claim declined by innovation for repairs

Good day

I took my car to the dealership to get repaired, and the repairs could not be done at the time due to Innovation and Ntt VW having issues. I called Innovation to ask about other RMI approved dealerships in my area, they took time to forward them as I had to call them three times for that and send an email to them.

After two weeks of waiting I sent the car to Gearman that was on the RMI approved dealerships list. At Gearman, they couldn’t assist as they referred me to NTT VW as they did not have the equipment to work on the car. I called VW and they said that I can bring the car as the problem between them was resolved.

I booked for the car at VW for the next Tuesday. I saw the quote and told them to go ahead as Innovation was going to pay. Work was done on the car and apparently before calling Innovation and my claim was declined due to that.

I called Innovation to find out about the decline, and they explained that they were supposed to be called before the job was done. The agent asked me about the insurance booklet that I should have received apparently. Little did I know as I haven’t received the booklet and also the fact that I had been asking them for the RMI approved dealerships in my area and they took time, I thought they were aware about the repairs as I kept asking them for details as I needed the car to be repaired. Currently my car has been in my position for a month due to struggling with Innovation to make payment as they were the ones that had a problem with VW.

Still waiting for my car to be released at VW.

Regards