Fantastic and terrible service with Innovation Group

My experiences with Innovation Group are two very different experiences. My claim was for a gearbox to be refurbished - the policy is an extended warranty that I purchased with a second hand LDV. The process was slow with an assessor that needed to get to the repairer to do his job, but I was kept up to date by a young, super friendly , man Lesibi. When he got the claim payment finalized , he again phoned to leave a message. I phoned in to Innovation Claims Department hoping to talk to the manager to compliment this outstanding employee. This time however the experience was exactly the opposite. I landed up with an unbelievably rude Katelin. She advised me that it is not her job to give me the names of other employees to customers. I tried to tell her why I wanted it, but she maintained her rude, arrogant attitude. When I asked her for her surname, she told me that it was none of my business and put the phone done. So sincerely thanks Lesibi. Katelin, I hope Innovation, for the companies' own benefit, get rid of you as soon as possible!