Innovation group cons clients out of money

I took out a pre-owned warranty on the purchase of my 2nd hand bakkie. 11 months after the purchase my vehicle broke down and I contacted a workshop in the area to assist me. They gave me a quote on the repairs with which I contacted the warranty supplier. The warranty arranged a curtesy car for me and the process started. Upon logging the claim I spoke to the consultants numerous times with regards to my vehicle needing to be fixed as I use it for my everyday work vehicle. They informed me that the workshop should contact them directly and that I should fill out forms authorises the specific workshop to do the repairs. After about 3 days of struggle, I decided to pay upfront for the repairs as the vehicle forms part of my livelihood and I have no other means of transport to work. Before paying the workshop I confirmed with an consultant of Innovation group that my plan is to pay upfront as I need the vehicle urgently to which he did not even try to convince me otherwise. Back and forth I paid the workshop to do the repairs and sent through all the documentation to Innovation group to start the process for a refund. After about 2 months the workshop owned contacted me and made me aware that they are struggling with the warranty as they warranty insists that I need to be in contact with them to submit the claim. I contacted a consultant and was advised they they require documents that I need to send to them. I have sent all the documents that they have requested and they informed me that I did not follow procedure so the claim was rejected. I was on the phone with them numerous times, discussing the claim and they assured me that we can finalise the claim afterwards. I have been on the phone with Innovation group for the past 2 days non stop to speak to someone that can assist me in this regard because I WILL NOT ACCEPT THE OUTCOME of this claim. Since yesterday I have been put on hold to speak to a supervisor/manager/ even just someone that can assist me. Each time I call they take my number and assure me that someone will phone me back shortly, but I do not receive any feedback. In my opinion Innovation group is very quick to take/***** a customers money and then plays for time as soon as a claim/query is submitted. This is exactly why I paid upfront, they blatantly take time and shunt the customer and repairer around so that you come to a point and pay upfront, and they come back with an excuse that the procedure where not followed.

As I understand they to record all there phone calls and do keep track of calls. They are more than welcome to go and listen to their own recordings and see that that I was in no way advised not to pay upfront and that they go back and forth with what they require and who they need to contact them regarding the claims.