Clutch claim

I took out the extended warranty policy with Innovation Group in August 2024 in good faith, with the expectation that I would have protection and peace of mind. My claim was subsequently rejected on the basis that the clutch issue is considered “wear and tear” and therefore not covered under the policy.

My concern is that I was never informed of this exclusion when I took out the policy. Furthermore, I was never provided with a copy of the full policy contract or terms and conditions. The only correspondence I received was a one-page annual letter in October 2025, which does not constitute the full policy documentation. When I questioned this and requested proof that the policy contract and terms and conditions had actually been sent to me, I was simply advised that Innovation Group cannot prove this because it was "system generated"

I do not believe that stating that a document was system generated is sufficient proof that the document was actually delivered to or received by me. Surely there should be an audit trail or other form of evidence confirming when the document was sent, and whether it was successfully delivered.

I find it extremely concerning that customers are expected to accept exclusions contained in a contract that they were never provided with. Had I been made aware at the time of taking out the policy that clutch wear would be excluded, I could have made an informed decision about whether the policy was suitable for my needs

We take out extended warranty policies for peace of mind and to protect ourselves against unexpected vehicle repair costs. It is therefore extremely disappointing to be told only when a claim is made that the particular component is excluded as wear and tear, especially when the policy terms containing such exclusion were never provided to me.