Innovation Group - easy to sell policies, no customer service thereafter

Email sent to Innovation Group on the 29 September 2021 - no response from any of the email addresses I sent it too

This email serves to inform you of the utter disappointment in your company and your customer service

The Innovation Group was quick to sell me a service plan for R27 259.75 (see attached ) in July 2020, HOWEVER when it comes to approving claims it is a totally different story

My car was dropped of at Ford Krugersdorp at 7h00 in the morning for the 210 000 km service yesterday 27th September 2021. I received a phone call after 10h00 to advise me that my car needs a new cambelt and they are waiting for approval from your company

As per email trail below, it looks like the wrong email address was supp****, another email was sent at 11h47 – you only responded at 14h55 requesting more paperwork. Please explain why it takes so long to answer emails?

Ford KDP phoned me and asked me to intervene to see if I could get the approval – I phoned at 13h53 and spoke to a gentleman – I did not take his name as he assured me that the claim was approved and the approval will be emailed to Ford within a few minutes (This call was 8 minutes of my time and my airtime)

At 14h33 I received another call from Ford KDP to say they are still waiting for approval and the cambelt has not been ordered which means I wont get my car back !!! So that means I don’t have a car to get to work

I phoned Innovation Group again at 15H16 (this call was 19 minutes of my time and my airtime) to try and get the issue resolved and left messages for Mahlatse and the Supervisor Kabelo to call me back. This did not happen and I phoned again at 15h43 (this call was 6 minutes) and I was assisted !

So I have the following questions:

Where is your Customer Service? Why does it take so long to answer emails? If you require more documents, why do you not call straight away as you know the car is there for a service and needs parts? Why does staff at Innovation Group promise clients that claims have been approved If they are not approved? Why does supervisors not phone customers after leaving messages? Who is going to refund me for my airtime trying to get this resolved? Who is going to pay for my hire car for 2 days as my car is waiting for a cambelt?

Innovation Group has until the end of today 28th SEPTEMBER to reply to my email with all my questions answered. If no response, I will be using Social Media and Hello Peter as my next resort as your service is shocking – and as I googled to get your email address for complaints I see a lot of other people complaining about your service

I will not be extending any plans with you in the future ! Your service is SHOCKING !!!