I encountered a breakdown with my motor vehicle on the 2/12 and called the Innovation Group for assistance as I have a mechanical breakdown warranty with them. I was extremely disappointed to hear that my policy was no longer valid and that it had in fact expired which was made known to me by Thornton. After making alternate arrangements to get vehicle towed I called the call centre on the 3/12 and spoke to Llyle who said he would escalate the matter to the finance department as a premium was debited from my account on on the morning of the 3/12. I called again on the 4/12 and spoke to Leslie Ann who said that she will escalate the matter and give me feedback regarding the refund. I called on the 5/12 and Thokozile said that she would escalate and let me know. I received a call a few minutes later telling me that there will be no refund.
So that means I have been paying premiums for a policy since March 13 of which there was no chance of me ever being able to make use of. Surely this should have been identified by their system and the policy automatically cancelling and some sort of notification being sent to me.
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