Worst assistance ever

If there was a 0 start rating I would use it now.

I was in a car accident on Sunday the 23rd of May 2021. The evening of the accident I tried calling the help line but could not get through to them. A tow truck arrived on the scene and and informed me that he is covered by Innovation Group to tow my car. He then preceded to tow my car to their storage yard.

I then went to the police station and opened a case on Monday the 24th of May 2021. After the case had been opened I then called Innovation Group again and got through to an agent for assistance. I was assisted by an agent named Dolly she advised me that my cover is active with Innovation Group and that we can get the process underway. She took all my details and opened a case with Innovation Group. I then proceeded to send an email to Innovation Group with all the needed information.

On Friday the 28th of May 2021 I was called and informed that I would be liable for the towing and storage fee as the tow company is not covered by Innovation Group. I called and followed up with the towing company and they advised that they are covered and then sent me an email that they are. I forwarded this email to Innovation Group.

I was then notified that there was no case number made and that is why I am liable. I called the towing company once again and they informed me that the license disk when scanned came back as not having an active plan. This is not my fault as I have had the plan activated on my car for over a year now. Plus why do I as the customer need to call around finding out what is happening between two companies that do a lot of work together.

Please explain to me how all of this would have been done by the person in the accident and they went to hospital?

1st of June2021 I called Innovation Group and tried to get a hold of Dolly that has not been providing me with feedback as I had to keep calling to ask what is going on. A new agent Lia then started assisting me. She advised that Dolly had been advised by a manager call Karabo and that I will need to speak to her but she was in a meeting. I asked that she please inform the manager to give me a call back as I would like to enquire about my case with Innovation Group.

I then called in both on the 4th and 9th of June following up regarding my case as I was still not contacted by Dolly or Karabo. During this time I spoke to Lia each time and she advised that she had been passing on the messages. When I called in on the 9th I advised Lia that I am not happy with the service at all and that I would want feedback by end of business on the 9th. Again nothing happened as I was not contacted at all.

My case has now been open for two and a half weeks where I have no idea what is going on, I have to constantly call to get feedback and I am not being called by any manager so I can query the towing fee.

The service received during this time is extremely bad and this has now made me not ever want to work with Innovation Group or MFC ever again. I will also be informing everyone I know about my experience and advise them to never use the services of Innovation Group or MFC.