Innovation not willing to pay for my clutch

I am appealed by the bad service I’ve experienced thus far!

My car broke down on 04/01/20 . I called Mazda and they said I should call on Monday 06/01/20 to get a tow truck to collect the car and tow it to the nearest dealership, I proceeded with that and the car was collected and towed to Mazda JHB South who then lodged a claim on my behalf, they first informed me that Innovation was not willing to cover the costs of stripping the gearbox which I disputed and the dealership covered the cost and saw that the clutch gave in. They logged a claim to replace the clutch and fix the problem. Which was rejected. the main reason I took this warranty was to cover me if I experience any issues! I experienced issues and now I am experiencing delays. I called you guys and spoke to Philemon whom then transferred me through to a department where I held on for 50 minutes without any assistance.

I then lodged a complaint on their website and was contacted by Mpho Ntsumele who was to investigate and see what has happened. He mentioned that they are still not willing to pay for the claim as they do not cover wear and tear and that it was abuse from my side. I told him that I am disputing that as I know my driving method and it is definitely an abusive method. I informed him that this is wear and tear and it is not my fault. I requested my warranty contract and he promised to provide it to me within 24 hours,24 hours passed and I did not receive it. He called me on later in the afternoon and promised to provide me with my original contract and instead provided me with a generic copy and not my original copy. He mentioned that they do not have my signed copy, which I find hard to believe because as per law documentation needs to be held for a minimum of five years and how do they know that I am a customer without having my original contract.

I informed him that I specifically took out this warranty to cover if anything should happen, however now that I need it they are not willing to assist me. I did my research and saw that this is actuially a common worldwide problem experienced by other Mazda 3 owners, please see links below referring to the common issue: http://www.mazdaproblems.com/clutch/ https://www.mazda3forums.com/402-mazdaspeed3-stock-issues/379968-please-help-clutch-problem.html https://www.mazda3revolution.com/threads/clutch-problems.236238/

I need this sorted ASAP as this is going into the second week without any joy. Please get someone that Can actually assist instead of giving me generic answers