Inconsistant communication/service turnoff

On Thursday 04 June 2015, I had a vehicle breakdown between Standerton and Balfour on route to Standerton, I contacted the innovation group to lodge a warranty claim and make use of the roadside assistance whcih comes with the policy to which could not be assisted for reasons unknown to me. I then arranged my own roadside assistance for my vehicle to be towed to the nearest VW Dealership in Heidelburg. on the 5th June 2015 my vehicle was assessed by the dealership and they advised the initial visible damage to be a cambelt strip, they contacted me and advised that the Innovation group advised that they will not cover the cambelt as this is a maintanance issue, however they will cover the damage caused (mechanical breakdown) and I have to pay for the cambelt. A week later the dealership contacted me after they have submitted a quote to the innovation group, and advised that they are now saying they will only cover the cambelt and not the additional damage. I then contacted the Innovation group and a guy by the name of Raymond could not explain the incosistancy but confirmed that they have paid R7000 to the dealership to cover the cambelt? I am asking why the inconsitency?