Urgent Complaint – Incorrect Policy Issued Instead of Requested Booster Warranty

To Whom It May Concern, I am writing to formally record my severe dissatisfaction with the handling of my recent request for a Booster (Gap) Vehicle Warranty through Standard Bank’s warranty offering administered by Innovation Group. I currently hold an active vehicle warranty with Standard Bank (Innovation Group). On this basis, I contacted your call centre specifically to apply for a Booster Warranty—that is, a supplementary warranty intended to cover the shortfall where the primary warranty’s repair limits are exceeded. This request was made explicitly and repeatedly. For context, as a former ABSA client, I previously held both a standard warranty and a Diamond Booster Warranty, and I was seeking equivalent cover. I was informed that Innovation Group now requires the vehicle to be financed with ABSA to qualify for the Diamond Booster. Despite this, Carlson from ABSA Sales kindly forwarded my details to the Standard Bank sales team. I was subsequently contacted by Daniel from Standard Bank Sales at approximately 08:39 this morning (call recordings can be verified). During this call, Daniel and I explicitly and repeatedly discussed a Booster Warranty, not a second standard warranty policy. Daniel confirmed that:

He fully understood that I required a booster policy The purpose of this policy was to supplement the existing warranty where it falls short The booster would cover the difference beyond the primary policy limits

Based on these assurances, I confirmed all my personal and policy information and accepted the quoted premium of R232 per month. The call concluded with Daniel confirming that the policy documentation would be emailed to me. Upon reviewing the policy schedule, I discovered—much to my dismay—that no booster warranty was issued at all. Instead, a second standard warranty policy of the exact same type as my existing policy was written. Having worked in the insurance industry my entire career, I am fully aware of the implications of this. At claim stage, I will categorically be informed that I hold two policies of the same type, and that I may only claim up to a single policy limit, rendering the second policy ineffective and pointless. This directly contradicts everything discussed during the sales call. This situation is unacceptable. At no point did I request, nor did I consent to, a duplicate warranty product. I specifically requested a Booster / Gap Warranty. The sales conversation centred entirely around this requirement. Issuing an identical second policy instead demonstrates either a serious lack of product understanding or a deliberate misrepresentation of the cover sold—both of which are deeply concerning. I therefore require the following actions to be taken with immediate effect:

The incorrectly issued policy must be cancelled immediately, with no penalties, cooling-off charges, or premiums retained. The correct Booster (Gap) Warranty must be instituted, as explicitly requested and discussed during the sales call. Written confirmation of both the cancellation and the correct cover must be provided.

I want to be very clear: I do not accept any attempt to soften, reframe, or justify what has occurred. I understand sales targets and performance pressures—I work in sales myself—but mis-selling a product under the guise of another is not acceptable under any circumstances. This matter must be corrected urgently and competently. I expect Standard Bank and Innovation Group to acknowledge the seriousness of this error and to ensure that customers are not misled in this manner going forward. I await your prompt resolution and written confirmation.