poor service and no care for customer

Yesterday our car needed to go for service and our claim was declined due to our kilos being "over", but when we inquire with the place where they are servicing our car/ the dealership the kilos were still fine and not over as innovation group claimed. My husband called for assistance of the claim to be reviewed again but his call kept on being forwarded from call agent to call agent with no valid assistance. When he requested for the supervisor, at first he was told there was no supervisor available, then they said the supervisor was in a meeting, ( for the whole day I must add), the supervisor is busy on a call and that anyways they are not allowed to give out supervisor details or to transfer the call to him. When we were finally linked to the supervisor, Larry Glen Malungane, he said he understands and will sit to it that we are assisted and he will call us back which he never did, he is now avoiding the calls. We called again when we saw that time was not on our side as the service was being done in a town we don't live in and we did not have accommodation in bloemfontein since we stay in mafikeng and we needed the assistance faster we were told LARRY GLEN MALUNGANE had already knocked off, and this was soo unprofessional of him and there's nothing that they can do. These are all the call center agents we went through to get a mere assistance on a service which the premiums are paid fully for but got nothing: 1. Khaya Nako 2. Sello Bambo 3. Dineo Madiba who was particularly very rude also 4.Nkosinathi 5. Larry Glen malungane, more than (5) agents none better than the other. We were even told that we are supposed to call in if we see that we are going to exceed the kilos recommended, but when we ask were is it stipulated in their contract they do not answer, and mind you we had a valid reason as we live in the northwest and had to travel home abruptly to Limpopo for a family funeral which it was an emergency. Innovation service is poor and unprofessional and I am very unhappy at how they handled our claim which still remains REJECTED, infact they now say we do not have any policy it has expiredbut the documents says it expires end of September2026, the policy is fully paid for I repeat, they are supposed to handle their customers in a better manner. So I paid for 2 services but only received 1 service. This people are very rude and unprofessional especially LARRY GLEN MALUNGANE & DINEO MADIBA.