Worst Insurance ever!!😭😭😭

Please do excuse my grammar I am currently standing on the side of the road with my mother and 3 kids, we checked out @ 10am at this B&B in Graff Reinet as we are stranded.

I am based in cape my car broke down Sunday noon the 7th of Jan 24 in between Middle-burg and Graff Reinet from Eastern Cape to Cape Town. Got towed by my Discovery insurance easily and helpfully as this warranty plan advised me I will have to pay cash for towing service and then claim at later stage. I got Towed to one of the dealers in Graff Reinet named M&A service centre (pty) LTD for the car to be checked and fixed. We logged a claims Monday followed all procedures filled in with all required documents which was completely confirmed to be received yesterday the 9th Jan 24 by absa IGD innovation group. I am still awaiting for the dealers department to give us the once off dealer code for this claim to be authorized so the car can be fixed. I had to book off sick at work due to the situation, I am out of funds no food and water just stranded but it seems like innovation is not willing to assist and speed up the process so I can be safely home with my family in Cape Town. I am frustrated for the huge short fall I still have to pay however I understand my cover but this is not on at all I have even ran out of tears with one of my kids getting sick from drinking water here, It’s food and a place to stay while waiting for this dealers verification that innovation is still doing, should end of business day come at 5pm I will sleep on the street with my family… I buy and run out of airtime to make calls receiving effortless assistance accept for 2 gentleman named Thabo Simelane & Prince Magudulela who did their out most best in assisting me and doing follow ups but now it’s beyond their service as the hold up is with the dealers department that seems to be taking forever. This dealer M&A service centre claims to have worked with several innovation customers which they were told the reason they no longer have their dealer code is because innovation updated their system, but it looks like it is a struggle with me coz I didn’t choose to choose any random dealer at this place that I know no one off but had no choice as this is where my car broke down in the middle of no where and trusting that I have warranty insurance I thought my life will be better. I have been with innovation for the past 5yrs + but today when I need help this is what I get to just wait with no one prioritizing my family’s and vehicle situation.

Policy no: ADB00282 - IGD ABSA Innovation group.