Innovation Group
Misleading policy - claim payment avoidance

Beware of being misled. I purchased a pre-owned Mercedes and part of the sale included a Warranty with MotorMend, administered by Innovation Group. The previous owner requested transfer of the policy to me and Innovation Group confirmed the policy was in my name on 19 May. On 10 June, I notified Innovation that my suspension had suffered a mechanical failure and needed to be repaired. When I contacted the call centre, I was informed that the policy was not in my name. Also, I was informed that the 'type' of suspension my vehicle has (standard Mercedes) is not covered and my claim is rejected, as the part involved is not referred to using the exact same words as in my policy. The cover amount is only 33% of my actual cost anyway.

I don't think it's reasonable for every consumer to be an expert on their vehicle's inner workings and part name. If a company contracts with a consumer to have a generic function/ part of an asset covered, the company has a reasonable responsibility to ensure that the policy/ product they advise/ sell is relevant for that vehicle. I'm intending to make that point further with the Ombudsman - there are indications I have a real case for compensation.

Company: Innovation Group
Country: South Africa
City: Cape Town

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