Warranty Claim Rejection – Innovation Group (Administered under Nedbank MFC)

I am lodging this complaint regarding my vehicle warranty administered by Innovation Group under Nedbank MFC, and my dissatisfaction with how my recent warranty claims were handled.

I work in customer service myself and therefore take great care to understand the details of any policy I sign. I keep detailed notes of what is covered, what is excluded, and the financial limits applicable to each component. My concern is not a misunderstanding of the policy, but rather the unreasonable exclusion of critical engine components that directly affect vehicle drivability, safety, and performance.

The initial fault on my vehicle related to the intake runner flaps and intake runner solenoid, confirmed via diagnostic fault codes. The intake runner solenoid is a core component of the intake manifold system, responsible for controlling airflow into the engine. When this solenoid failed, the vehicle began switching off while driving and when going over speed humps, which is a serious safety risk.

Despite this, Innovation Group declined the claim on the basis that solenoids are not covered, even though:

• The solenoid is integral to the intake manifold’s operation

• The intake manifold cannot function correctly without it

• The failure directly impacted drivability, engine performance, and safety

As a result, I was forced to pay out of pocket for the replacement of the intake runner solenoid at VW, including a substantial labor cost.

Subsequently, I was informed by VW that the heater coolant control valve had also failed. This component is essential for regulating engine temperature and cabin heating and, if faulty, can negatively impact engine efficiency and long-term reliability. Once again, Innovation Group advised that this component was not covered. I paid for the part myself.

According to VW, Innovation Group advised that they do not cover valves, solenoids, or gaskets. This position is deeply concerning. Modern vehicles rely on these components as part of larger assemblies. Excluding them renders the so-called “covered” components ineffective. For example, if the intake manifold is covered but the solenoid required for it to function is not, the cover becomes practically meaningless.

What makes this even more frustrating is that I have GAP cover, which could reasonably have been used to bridge any shortfall had the claim been handled logically and fairly. Instead, I spent the day before Christmas driving between Boksburg, Kempton Park, and Benoni, sourcing valves and gaskets just to ensure I had a safe, functioning vehicle.

My Concerns:

• Critical components affecting safety and drivability were excluded

• No practical or customer-centric solution was offered

• I incurred significant, unexpected costs despite having warranty and GAP cover

• The exclusions undermine the purpose of the warranty entirely

My Expected Resolution I am requesting the following:

• Reimbur*****t for the intake runner solenoid and associated labor costs

• Reimbur*****t for the heater coolant control valve (part cost) and labor costs

• A formal review and explanation of how Innovation Group defines “covered components” when integral sub-components are excluded

• Confirmation of how GAP cover should be app**** in situations like this going forward

I trusted this warranty to protect me from exactly this type of mechanical failure. Instead, I was left financially exposed and inconvenienced during a critical period. I am hoping this matter can now be reviewed fairly and resolved in a manner that reflects good faith and customer care.