Disappointed in service as being persuaded to conform to terms and conditions that are not on my policy.

Poor service, first claim on Engine was processed ok they paid half of the total quote, the car started and drove ok while on my way home from the workshop I noticed that the car slips out of gears, returned the car and was informed the gearbox was problem took the car in to GBS Klerksdorp to have a look and they advised Mechatronic needs to be replaced, workshop logged a claim with Innovation Group and following day the claim rejected as they stating that the Engine claim and current transmission issue will be treated as one claim, which is something not stated in my policy contract. I called Innovation group to dispute the rejection, spoke with the supervisor Philimon as he continued telling me terms and conditions that are not on my contract, he attempted in making me agree to those terms and conditions that I do not know whereby I told him I can't agree to anything that is not on my contract that is breaking the law, we went through the contract I was sent which is 5pages long he is referring to a contract that is 7pages long. He then informed me they will have to investigate further that was on the 26th November 2020, they called me on 27th November 2020 asking for the exact email that was sent to me which includes the policy I agreed to of 5pages, more than 2days has passed without getting any feed back, called them on the 1st December 2020, they said they were still investigating, now my time is being wasted as it took them less than 24 hours to reject my claim on terms and conditions that are not on my policy how come it's now taking days to look at my policy which is -10min read. I'm calling again today but no one is answering my calls.

I'm highly disappointed in how they insulting my intelligence as I'm being transferred left right and center and not telling me who rejected the claim cos the basis on what they rejected my claim on is not in my contract, everyone I'm talking to wants me to conform to terms and conditions that are not on my policy. This is unprofessional.

Claim reference number is 491491