Not a warranty you want

We bought a 2 year motor warranty policy at Innovation, must say that was a complete waste of money and really don't know how they can still be in business if I look at all the bad reviews.

We never used the policy for almost the whole 2 years, but ran in to trouble with the car almost at the end of the policy. After taking the car to the suggested RMI dealer in our area and making sure both Innovation and the garage is aware that this will be a warranty claim and left them to it to take the car apart and do what they do. After the damage has been assessed and I was informed of the repairs that needs to be done the mechanical workshop advised me that they have been in contact with Innovation who has not yet sent an surveyor to asses the damage and this was 3 days after the car has been stripped. In the meantime I had to rent a car as this was my only means of transport and I have a family to look after so can't let my car stand untill Innovation decides to send a surveyor.

I was then advised by the workshop manager that we can proceed with the repairs and then claim back from Innovation so I paid for everything to be done to get my only means of transport back. Innovation then responded with and I quote "We can not pay anything because you have already paid the bill".

I feel that the problem was between them and the mechanical workshop due to a lack of communication. me as a customer have to pay the bill and they are trying everything they can to avoid payment. It has been more than a month that I have waited for a response from either Innovation or the workshop and I have decided to take this to the Motor Industry Ombudsman and get this sorted.