They do not approve claims and they are difficult to get ahold of Innovation (Phone or Email)

I actually am very very unhappy with the service I am getting from Innovation Group. I called in this morning to claim for the can rental benefit. 1. I was told bookings can only be done 2 hours before. and 2. I am told that Innovation CHARGES extra for DELIVER. And my policy document clearly STATES THAT "For Maximum Convenience, the Administrator will arrange for the rental vehicle to be DELIVERED to and COLLECTED from the Authorised Dealer after the rental period has expired". Then why am I being told I NEED to pay extra for the delivery and where is the MAXIMUM CONVINIENCE that I signed up for.

I thought stories of Innovation being bad were just stories but now experiencing it hand first I can attest to all these other 1 star ratings and reviews online. I am so so disappointed.

This is the email response I received when I asked why my claim was rejected:

Good day.

We have send the assessor to go confirm the failure and the assessor only confirmed the failure on the thermostat and the cylinder head casket .

Since the vehicle was not stripped , the assessor could not confirm any other failure.

Regards .

Nyama

My claim was rejected because the assessor did not do his assessment. 1. He did not make an appointment to go to the dealer so the car was not stripped for him to do his assessment. 2. He did not wait for the to strip it so that he assess. 3. he did not come back or set an appointment for them to strip it for him.
The booom, the conclusion was to reject. WOW!!!!

I have been calling and there is no answer.