Completely *********** – I Did My Part, Innovation Group Failed Me.

I am extremely disappointed and frustrated with Innovation Group. On 6 June, I opened what I thought was a single service plan policy, only to find out that due to their internal error, five duplicate policies were created under my name for the exact same plan and duration. I immediately contacted them and they confirmed over the phone that there were indeed duplicates and they would cancel the unnecessary ones while keeping one active.

I was then provided with a policy number. I even called again the following day to double-check that everything was in order. I was told very clearly: I have one active policy and can proceed.

Trusting their confirmation, I booked a vehicle service with Mazda for Friday, 18 July. Mazda attempted to claim through Innovation Group but were told the claim was still “being processed.” I followed up on my side only to be told I suddenly had no active policy at all.

They then flip-flopped, first confirming again that I had active policies, then later saying none of them were valid because the “active” one was also a duplicate. That’s their mess, not mine.

To be clear: • I did not cancel anything • They made the mistake of duplicating policies • They told me I had an active policy • They gave me a policy number • They failed to activate the correct one • Now they’re blaming it on internal issues while I’m the one paying the price

This morning I was told my account would be reactivated within 30 minutes. It’s now been over an hour and a half, still nothing. No feedback. No apology. No urgency.

Mazda is waiting for confirmation and I can’t proceed with my service because Innovation Group cannot deliver on what they promised, despite me doing everything right on my side.

This is completely unacceptable. I’ve been thorough, patient, and diligent, and yet I’m being treated like I made the mistake. Your internal errors should not cost your customers time, money, and trust.

Unless this is fixed, I will continue to leave reviews every single hour until someone actually takes accountability and provides real action.

Fix this.