Not happy with Innovation Group services

Innovation Group COMPLAINT AGAINST INNOVATION GROUP REGARDING WARRANTY CLAIM

Vehicle Details:

Vehicle: Volkswagen Golf R32 (Black) Registration Number: BK 74 XN GP Dear Sir/Madam,

I hereby lodge a formal complaint against Innovation Group regarding the handling of my vehicle warranty claim and the poor service I have received over the past several months.

In November 2025, my vehicle was taken to VW Clinic in Kempton Park for assessment after it developed a new problem whereby the engine would cut out and make abnormal noises. Following the diagnosis, a quotation was submitted to Innovation Group for consideration under my warranty policy.

At the time, I was informed that my warranty policy was not yet active and that I had to wait for a three-month waiting period, despite the fact that I had already been paying warranty premiums since July 2025. I did not dispute this initially because the vehicle was still with the merchant.

In November 2025, I contacted Innovation Group again to obtain an update and was assured that the vehicle would be repaired. I was advised by a consultant, Ms. Xoli Hlubi, to submit a new claim and to ensure that my November premium was paid so that my policy would be up to date. Ms. Hlubi sent me a payment link, which I used to make the required payment.

During this period, Ms. Hlubi was also communicating with the representative from VW Clinic, a lady by the name of Petie. Petie subsequently submitted a quotation detailing the repairs required on the vehicle.

After waiting approximately two months, a response was received in February 2026 indicating that the claim had been declined. When I contacted Innovation Group for an explanation, I was informed that the claim was rejected because I allegedly took the vehicle for repairs knowing that it already had existing problems and that I had not been driving it for a long period.

I disputed this explanation because I had been using the vehicle regularly, including for work-related duties. My employment requires the use of a vehicle, and I submit monthly kilometre claims to my employer. I have records and proof of these monthly claims, which demonstrate that the vehicle was in active use.

I contacted Ms. Hlubi again, who transferred me to another gentleman. Unfortunately, he was dismissive, arrogant, and unwilling to listen to my explanation or consider the evidence I was providing.

As a result of this situation, I have effectively been without a vehicle for approximately seven months. This has had a severe impact on my ability to work and earn an income, as my job requires reliable transportation.

In March 2026, I checked the status of my policy and was advised that it was fully up to date. I contacted Innovation Group again and was instructed to resubmit the claim. However, the claim was once again rejected.

I then requested that Innovation Group either:

Pay at least a portion of the repair costs; or Meet me halfway in resolving the matter. I explained that I was experiencing significant financial hardship due to the prolonged delay. I was referred to a senior manager within the claims department, who advised that the service-related items should be submitted to the service department and that the warranty department could not assist until they received guidance from the service department.

I questioned how this could be the case when both departments form part of the same company. The response was that I should separate the quotation and submit the service-related items independently. I was further advised that if I remained dissatisfied, I should approach the Ombudsman. When I requested the Ombudsman’s contact details, I was simply told to search for them on the internet.

My concerns are as follows:

I have been paying for a warranty policy since July 2025. I was given conflicting and inconsistent information by various representatives of Innovation Group. My claim has been repeatedly rejected despite assurances that the matter would be attended to. I have been without my vehicle for approximately seven months. The merchant is now charging storage fees while I have sufficient space to store the vehicle at my own residence. The vehicle has been partially stripped for inspection purposes and remains unusable. I have suffered financial losses and inconvenience due to the delays and poor handling of my claim. I therefore respectfully request that the Ombudsman investigate this matter and assist in obtaining a fair resolution. Specifically, I request that Innovation Group either:

Honour the warranty claim in full; Make a reasonable contribution towards the repair costs; or Refund the premiums I have paid if they are unwilling to provide the cover for which I have been paying. I am extremely dissatisfied with the manner in which Innovation Group has handled this matter and believe that I have been unfairly prejudiced.

I trust that the Ombudsman will consider my complaint and assist in resolving this matter.

Yours faithfully,

Mandla Contact Number: *** Email Address: *** Date: 02 June 2026