Customer Service Non-Existent

On 19/9/2017 a claim was submitted, approved and repairs to my daughter's car went ahead. On 28/9/2017 another fault was found. The claim was submitted to Innovation and approved. At this time we found that Innovation had incorrectly entered my daughter's policy. It took 3 weeks and almost as many phone calls to get someone to understand the problem and rectify this. When the policy was corrected on 19/10/2017 Innovation cancelled one of the approved claims leaving the Service Contractor short of R3000.00 which we had to settle so that my daugher could get her car. None of the call centre staff actually give a hoot about sorting out this problem and "are not allowed" to give us details of someone senior to take this up. Now we are out of pocket and must take this up with the Ombudsman to get this resolved, all because call centre staff don't actually give a hoot or are just not qualified to help.