Terrible turnaround times

I have a tyre and rim warranty plan with Innovation Group under ABSA. after 11 months, I decide to use yearly wheel alignment and balancing benefit. On thursday 19.12.2024, i call in to confirm process and advise to go supplier and they would do necessary checks and submit an assessment + quote. TWT Bruma submitted necessary info on friday 20.12.2024 (12.20)

decide to follow up on Monday 23.12.2024 and advise that email was not received and i should resend and then call back within an hour.

i am on the line for 17 minutes and agent tells me that supplier didnt send sufficient information such as disc and license plate yet assessment has all this details

I am shocked for such a simple claim, Innovation group cannot handle, just imagine i had a more serious claim and i would still need to deal with inefficiency.

Please sort your process out and do not inconvenience customers who pay their premiums on time