MS
Marco S
1 reviews | Active since Oct 2014
15 Aug 2025, 13:18
Innovation Group sneaky policy wording section D of Vehicle warrenty
My car had a vibration. It turned out the prop shaft needed tending to and my policy covers the propshaft up to R15 000. The propshaft was a failure on its own. There was a second failure in the suspension. All suspension bushes needed replacing due to another continuous wobble / vibration. this too is covered for R15 000. My final invoice came to R21 683.25. innovation group only paid out R15 000 stating that the failure was noted as vibration and can only pay out for one of the amounts. I then had to pay a short fall of R6683.25. I feel this is a tricky and sneaky clause that they have in their contract to wangle their way out of paying the full amount necessary. I am grateful that everything is sorted out and I go most of my money back but I am feeling a bit ****med due to policy wording.
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Replies (3)0
Replies (3)
Innovation Group's replyOfficial
15 Aug 2025, 13:31Dear Marco dos santos,,
We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof.
We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof.
Your complaint has been escalated to a member of our Customer Service Team for investigation and we endeavor to provide feedback in a timeous manner. Should we experience any delays during the investigation of your complaint, our Customer Service consultant will keep you adequately informed regarding the progress of your complaint either telephonically or via email.
Best Regards
Innovation Group Customer Services Team
Innovation Group's reply15 Aug 2025, 13:31
Official
Dear Marco dos santos,,
We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof.
We acknowledge receipt of your complaint and thank you for taking the time to notify us thereof.
Your complaint has been escalated to a member of our Customer Service Team for investigation and we endeavor to provide feedback in a timeous manner. Should we experience any delays during the investigation of your complaint, our Customer Service consultant will keep you adequately informed regarding the progress of your complaint either telephonically or via email.
Best Regards
Innovation Group Customer Services Team
MS
Marco S's updateReviewer Update
19 Aug 2025, 11:27Good morning,
I have still not had any feedback
I have still not had any feedback
MS
Marco S's update19 Aug 2025, 11:27
Reviewer Update
Good morning,
I have still not had any feedback
I have still not had any feedback
MS
Page 7 - Half shafts, side shafts, CV joints (CV joint boot rubbers are only covered
when the CV joint is replaced), centre bearings, universal joints and
couplings but excluding the balancing of the prop shaft tube.
Marco S's updateReviewer Update
19 Aug 2025, 13:27Thank you for your email as follows:
Good day Mr. Dos Santos
Good day Mr. Dos Santos
Thank you for your time and patience in respect of your concerns raised.
Kindly note that we have carried out an investigation relating to the recent claim submitted and at this stage we revert with correspondence based on the report received from an external point of view and we also adhere to the terms and conditions of the cover in line with your policy benefits.
We have tried to get hold of you to no success and we did not have the option to leave a voicemail for you so that you are aware of our call.
See below extract to relate to the failure report received so that you fami****ise yourself as to why we only authorized the amounts around the below components mentioned
- Control arm
- Universal joint
Based on the correspondence provided this failure is linked and hence it was treated as one as the components reported could have caused the vibration on the vehicle.
Upon further details provided we have been advised that the Prop shaft needed Servicing and balancing which is not covered for by the warranty.
The benefit authorized contributed towards the Control arm and the Universal joint and the amounts are as follows;
The overall findings in line with the necessary adjudication carried out has led to the R15 000 amount being authorized towards the matter raised from a repairer point of view.
Kindly note that the policy doesn't cover every eventuality and at this stage the claims team is unable to make any mends from the claim that was carried out.
Your cover period is standing up until 11/10/2026 with unlimited mileage and we urge that you do not hesitate to let us know should you have any further questions or require any further assistance from your cover we will be happy to look into the issue at hand thus assisting as per the policy ambit.
We are committed to a prompt and fair resolution of any complaint escalated however we regret that our reply could not be more favourable and we strive to assist in the future as we are bound to follow the terms and conditions of the policy.
In this regard you will need to exercise your rights further should you remain discontented with the feedback provided as we are unable to assist in this regard.
If you require advice on complaints in respect of claims or any other matter that has not been satisfactorily resolved, you may contact the National Financial Services Ombud Scheme of SA (NFOSA)
Please note the following
Please note the following
Please note the following from my policy:
Page 5 - Propshaft covered up to a value of R15 000
Page 7 - Half shafts, side shafts, CV joints (CV joint boot rubbers are only covered
when the CV joint is replaced), centre bearings, universal joints and
couplings but excluding the balancing of the prop shaft tube.
The propshaft has a U Joint and it was stated as a failure. clearly shown in your previous email. "Pulling" and "Vibration" are 2 separate failures
One linked to the Suspension and the other to the Propshaft. Both items are covered by my policy.
Please advise further. I have also emailed this to you. Kindly avoid calling me. Please may we communicate on email and / or on this platform
MS
Marco S's update19 Aug 2025, 13:27
Reviewer Update
Thank you for your email as follows:
Good day Mr. Dos Santos
Good day Mr. Dos Santos
Thank you for your time and patience in respect of your concerns raised.
Kindly note that we have carried out an investigation relating to the recent claim submitted and at this stage we revert with correspondence based on the report received from an external point of view and we also adhere to the terms and conditions of the cover in line with your policy benefits.
We have tried to get hold of you to no success and we did not have the option to leave a voicemail for you so that you are aware of our call.
See below extract to relate to the failure report received so that you fami****ise yourself as to why we only authorized the amounts around the below components mentioned
- Control arm
- Universal joint
Based on the correspondence provided this failure is linked and hence it was treated as one as the components reported could have caused the vibration on the vehicle.
Upon further details provided we have been advised that the Prop shaft needed Servicing and balancing which is not covered for by the warranty.
The benefit authorized contributed towards the Control arm and the Universal joint and the amounts are as follows;
The overall findings in line with the necessary adjudication carried out has led to the R15 000 amount being authorized towards the matter raised from a repairer point of view.
Kindly note that the policy doesn't cover every eventuality and at this stage the claims team is unable to make any mends from the claim that was carried out.
Your cover period is standing up until 11/10/2026 with unlimited mileage and we urge that you do not hesitate to let us know should you have any further questions or require any further assistance from your cover we will be happy to look into the issue at hand thus assisting as per the policy ambit.
We are committed to a prompt and fair resolution of any complaint escalated however we regret that our reply could not be more favourable and we strive to assist in the future as we are bound to follow the terms and conditions of the policy.
In this regard you will need to exercise your rights further should you remain discontented with the feedback provided as we are unable to assist in this regard.
If you require advice on complaints in respect of claims or any other matter that has not been satisfactorily resolved, you may contact the National Financial Services Ombud Scheme of SA (NFOSA)
Please note the following
Please note the following
Please note the following from my policy:
Page 5 - Propshaft covered up to a value of R15 000
Page 7 - Half shafts, side shafts, CV joints (CV joint boot rubbers are only covered
when the CV joint is replaced), centre bearings, universal joints and
couplings but excluding the balancing of the prop shaft tube.
The propshaft has a U Joint and it was stated as a failure. clearly shown in your previous email. "Pulling" and "Vibration" are 2 separate failures
One linked to the Suspension and the other to the Propshaft. Both items are covered by my policy.
Please advise further. I have also emailed this to you. Kindly avoid calling me. Please may we communicate on email and / or on this platform