Innovation Group
Verified Business
Innovation Group
Verified Business
267 Reviews (last 12 months)
Responds in 8 hours 59 min
AI Review Summary
Based on recent customer reviews, Innovation Group faces severe criticism across virtually every aspect of its customer experience. The overwhelming majority of reviews describe claim rejections without clear justification, communication breakdowns, rude or unhelpful agents, opaque pricing practices, and poor service provider coordination. Positive experiences are rare, though a handful of customers name specific agents who delivered excellent service.
Top Strengths:
- •Agent Quality & Customer Care: A small number of customers name specific agents like Sello Bambo, Pule Molaetsa, Ntokozo, Simphiwe, and Sandisiwe for outstanding professionalism. When good service occurs, customers describe it as exceptional.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
3Trustindex Rating
#31Ranked In Short Term Insurance
8 hours 59 minutesAverage Time To Reply
-55 NPSRecommended: Unlikely
Replied to 94% of negative reviews
Typically takes less than 8 hours 46 min to reply
TrustIndex
3
Score
Ranking
#31
in Short Term Insurance
Avg Reply
8 hours 59 minutes
NPS Score
-55
Recommended: Unlikely
Replied to 94% of negative reviews
Typically takes less than 8 hours 46 min to reply
Review Distribution
1.4|267 Reviews
May '25 - Apr '26
5(8.7%)
4(0.8%)
3(0.8%)
2(3.3%)
1(86.3%)
5(8.7%)
4(0.8%)
3(0.8%)
2(3.3%)
1(86.3%)
Recent reviews (267)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
GR
Gradon R
1 reviews | Active since Jan 2020
19 Mar 2026, 08:57
Poor Service
I have requested my rim and Tyre cover to be cancelled on the 5th March 2026 and mailed mfctyreandrim@innovation.group up until today nobody has gotten back to me.... I had to call in and this is unacceptable. Cancellation request of Mechanical Warranty - IG-R-0000142499 Please be advised that we have received your cancellation request For further information please contact our Customer Care Centre on 011 790 5050 The consultant said I need to wait 21 days, now I get this is not his fault he is only following procedure. After calling today then it was only processed, I need this cancelled ASAP with a confirmation that this has been cancelled. I cannot wait 21 days and plus I have mailed on the 5th March and nobody has answered me.
Helpful (0)
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Gradon R
1 reviews | Active since Jan 2020
19 Mar 2026, 08:57
Poor Service
I have requested my rim and Tyre cover to be cancelled on the 5th March 2026 and mailed mfctyreandrim@innovation.group up until today nobody has gotten back to me.... I had to call in and this is unacceptable. Cancellation request of Mechanical Warranty - IG-R-0000142499 Please be advised that we have received your cancellation request For further information please contact our Customer Care Centre on 011 790 5050 The consultant said I need to wait 21 days, now I get this is not his fault he is only following procedure. After calling today then it was only processed, I need this cancelled ASAP with a confirmation that this has been cancelled. I cannot wait 21 days and plus I have mailed on the 5th March and nobody has answered me.
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Replies (0)NS
Nawaal S
1 reviews | Active since Jan 2020
18 Mar 2026, 17:24
Unhappy with lack of communication
I took out a wear and tear policy with Innovation for my Toyota. The agent promised me that I would be able to claim from policy immediately, without waiting for the 3 month waiting period, if I paid for three months upfront. He also quoted me a different amount than what was stated on my policy documents. I queried this with a customer service agent who then promised that this would be investigated. And I have yet to receive feedback. They keep calling me outside of office hours, the phone rings for like a second, giving me no opportunity to answer the call and then I can't call back because its outside of office hours. So the call cuts. It's ridiculous. I have emailed them because I want to cancel this policy due to the lack of professionalism. I need a response.
Helpful (0)
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Nawaal S
1 reviews | Active since Jan 2020
18 Mar 2026, 17:24
Unhappy with lack of communication
I took out a wear and tear policy with Innovation for my Toyota. The agent promised me that I would be able to claim from policy immediately, without waiting for the 3 month waiting period, if I paid for three months upfront. He also quoted me a different amount than what was stated on my policy documents. I queried this with a customer service agent who then promised that this would be investigated. And I have yet to receive feedback. They keep calling me outside of office hours, the phone rings for like a second, giving me no opportunity to answer the call and then I can't call back because its outside of office hours. So the call cuts. It's ridiculous. I have emailed them because I want to cancel this policy due to the lack of professionalism. I need a response.
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Replies (0)SN
Sugen N
1 reviews | Active since Jan 2020
18 Mar 2026, 10:33
Inefficient processes and poor service
I first engaged on 02/05/2024 upon realising that I could cancel policy as it was never effected and could be refunded for the amounts rightfully owed to me. I then sent a follow up email on 29/08/2024 as I had not received a response. On 30/08/2024, I had re-forwarded the requested information. On 03/09/2024 I received a request to go through their cancellation process again. I responded on the same day with the requested information. I made a follow up call on 29/01/2025 and re-forwarded the information again. On 06/05/2025, I called the Innovation Group call centre and reforwarded the information again indicating to the employee of Innovation Group (Sandisiwe Makothi) that this would be my final attempt to resolve the issue. I then called the call centre on 07/05/2025 and liaised with Lerato Leputla, on the same day, I re-shared the information again (re-forwarding an email I had shared on 30/04/2025). I had sent a follow up email on 07/05/2025 asking Lerato to confirm that she received the documents. To date (18/03/2026) I have not heard back from anyone from the Innovation Group. Aside from not receiving the refund owed to me, every time I had engaged with Innovation Group regarding cancellation of all products related to my wife’s vehicle which was hijacked, it was a constant reminder of that traumatic day (receiving a phone call from my wife in a hysterical voice from a random person’s phone informing me that she had been hijacked). I want what is due to me, to close this chapter and move forward with my life. The cancellation process is ineffective, inefficient and frustrating. Innovation Group is an organisation that I never want to do business with in future.
Helpful (0)
|Replies (0)SN
Sugen N
1 reviews | Active since Jan 2020
18 Mar 2026, 10:33
Inefficient processes and poor service
I first engaged on 02/05/2024 upon realising that I could cancel policy as it was never effected and could be refunded for the amounts rightfully owed to me. I then sent a follow up email on 29/08/2024 as I had not received a response. On 30/08/2024, I had re-forwarded the requested information. On 03/09/2024 I received a request to go through their cancellation process again. I responded on the same day with the requested information. I made a follow up call on 29/01/2025 and re-forwarded the information again. On 06/05/2025, I called the Innovation Group call centre and reforwarded the information again indicating to the employee of Innovation Group (Sandisiwe Makothi) that this would be my final attempt to resolve the issue. I then called the call centre on 07/05/2025 and liaised with Lerato Leputla, on the same day, I re-shared the information again (re-forwarding an email I had shared on 30/04/2025). I had sent a follow up email on 07/05/2025 asking Lerato to confirm that she received the documents. To date (18/03/2026) I have not heard back from anyone from the Innovation Group. Aside from not receiving the refund owed to me, every time I had engaged with Innovation Group regarding cancellation of all products related to my wife’s vehicle which was hijacked, it was a constant reminder of that traumatic day (receiving a phone call from my wife in a hysterical voice from a random person’s phone informing me that she had been hijacked). I want what is due to me, to close this chapter and move forward with my life. The cancellation process is ineffective, inefficient and frustrating. Innovation Group is an organisation that I never want to do business with in future.
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Replies (0)MN
Mzuzu N
1 reviews | Active since Jan 2020
18 Mar 2026, 09:23
Poor service
My service plan had two services, minor and major service contract duration 24 months. I claimed the first service which was the minor service and the second service was the minor service too and I paid it by myself. When my car was due for major service as agreed I made a claim they rejected my claim and said the second Monir service that you paid by Yourself was supposed to be paid by them. and I said I paid it by myself because it was minor service and I already claimed the minor service the one that was let was major service that is why I paid by myself. they rejected my claim and refused to refund me.
Helpful (0)
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Mzuzu N
1 reviews | Active since Jan 2020
18 Mar 2026, 09:23
Poor service
My service plan had two services, minor and major service contract duration 24 months. I claimed the first service which was the minor service and the second service was the minor service too and I paid it by myself. When my car was due for major service as agreed I made a claim they rejected my claim and said the second Monir service that you paid by Yourself was supposed to be paid by them. and I said I paid it by myself because it was minor service and I already claimed the minor service the one that was let was major service that is why I paid by myself. they rejected my claim and refused to refund me.
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Replies (0)KM
Khanyisa M
1 reviews | Active since Jan 2020
17 Mar 2026, 11:56
Unfair Rejection of Vehicle Maintenance Insurance Claim and Unauthorised Deductions
My mother holds an active vehicle maintenance insurance policy with Innovation Insurance, in terms of which a monthly premium of R189.11 is debited from her bank account on the 20th of each month. These deductions have continued without interruption throughout, to date. However, when a claim was recently submitted following service at a dealership, the claim was rejected on the basis that the policy had allegedly been cancelled in 2024. This explanation is both contradictory and concerning for the following reasons:1 1. No Notification of Cancellation My mother was never informed of any purported cancellation. She received no emails, SMS messages, or telephonic communication advising her that the policy had been terminated. The first indication of any issue was the rejection of her claim. 2. Continued Monthly Deductions Despite the alleged cancellation in 2024, monthly premiums of R189.11 have continued to be deducted from her account throughout 2025 to date. If the policy was indeed cancelled, the basis for these ongoing deductions is unclear and unexplained. 3. Unexplained Outstanding Balance It has been suggested that a payment of approximately R5,000 was made from a pool of R9,000 in December 2024, and that my mother now owes an amount of approximately R4,000, which is allegedly being recovered through current monthly deductions. This explanation has not been substantiated with any documentary evidence or clarity. 4. Failure to Honour Contractual Obligations The primary purpose of the policy is to ensure that legitimate claims are paid timeously to service providers. The rejection of this claim, without proper justification, constitutes a failure to honour the insurer's commitment under the terms of the agreement. In view of the above, I kindly request that Innovation Insurance provide the following: • A full written explanation, with supporting evidence, regarding the alleged cancellation of the policy in 2024. • A detailed breakdown of all premiums deducted from 2024 to date, including the purpose of the R4,000 being deducted. • Confirmation as to why the claim was rejected and why payment was not made to the servicing dealer. • A refund of all premiums deducted during 2025, as the policy was allegedly inactive during this period. Should the above not be addressed satisfactorily, I will have no alternative but to escalate this matter to the Ombudsman and consider further legal advice.
Helpful (0)
|Replies (0)KM
Khanyisa M
1 reviews | Active since Jan 2020
17 Mar 2026, 11:56
Unfair Rejection of Vehicle Maintenance Insurance Claim and Unauthorised Deductions
My mother holds an active vehicle maintenance insurance policy with Innovation Insurance, in terms of which a monthly premium of R189.11 is debited from her bank account on the 20th of each month. These deductions have continued without interruption throughout, to date. However, when a claim was recently submitted following service at a dealership, the claim was rejected on the basis that the policy had allegedly been cancelled in 2024. This explanation is both contradictory and concerning for the following reasons:1 1. No Notification of Cancellation My mother was never informed of any purported cancellation. She received no emails, SMS messages, or telephonic communication advising her that the policy had been terminated. The first indication of any issue was the rejection of her claim. 2. Continued Monthly Deductions Despite the alleged cancellation in 2024, monthly premiums of R189.11 have continued to be deducted from her account throughout 2025 to date. If the policy was indeed cancelled, the basis for these ongoing deductions is unclear and unexplained. 3. Unexplained Outstanding Balance It has been suggested that a payment of approximately R5,000 was made from a pool of R9,000 in December 2024, and that my mother now owes an amount of approximately R4,000, which is allegedly being recovered through current monthly deductions. This explanation has not been substantiated with any documentary evidence or clarity. 4. Failure to Honour Contractual Obligations The primary purpose of the policy is to ensure that legitimate claims are paid timeously to service providers. The rejection of this claim, without proper justification, constitutes a failure to honour the insurer's commitment under the terms of the agreement. In view of the above, I kindly request that Innovation Insurance provide the following: • A full written explanation, with supporting evidence, regarding the alleged cancellation of the policy in 2024. • A detailed breakdown of all premiums deducted from 2024 to date, including the purpose of the R4,000 being deducted. • Confirmation as to why the claim was rejected and why payment was not made to the servicing dealer. • A refund of all premiums deducted during 2025, as the policy was allegedly inactive during this period. Should the above not be addressed satisfactorily, I will have no alternative but to escalate this matter to the Ombudsman and consider further legal advice.
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Replies (0)JS
James S
1 reviews | Active since Jan 2020
16 Mar 2026, 10:49
Stay away from Innovation Group!!!!!
Don’t go into business with these ****** I want my money no excuses I want my money back. Just like every complaint here they declined my service request when I went in to service my car. Now am stuck with a bill because they refused to pay . Stay away!!!!!!
Helpful (0)
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James S
1 reviews | Active since Jan 2020
16 Mar 2026, 10:49
Stay away from Innovation Group!!!!!
Don’t go into business with these ****** I want my money no excuses I want my money back. Just like every complaint here they declined my service request when I went in to service my car. Now am stuck with a bill because they refused to pay . Stay away!!!!!!
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Replies (0)SL
Sibusiso L
1 reviews | Active since Jan 2020
13 Mar 2026, 07:06
Service plan
I had a service plan with them however they lack communication I guess all they care about is getting clients and making money. Hardly communicate. I’ve decided to look for another service plan 😡
Helpful (0)
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Sibusiso L
1 reviews | Active since Jan 2020
13 Mar 2026, 07:06
Service plan
I had a service plan with them however they lack communication I guess all they care about is getting clients and making money. Hardly communicate. I’ve decided to look for another service plan 😡
0
Replies (0)VM
Vuyo M
1 reviews | Active since Jan 2020
12 Mar 2026, 12:19
I am beyond being upset
I called Suzuki Rosentenville and made a booking for a service and explained that it was going to be paid for by Innovation, they gave me a Saturday(7th March) and they said they will call on Friday to remind me but instead sent me a WhatsApp confirmation. Got there and I was told that an agreement was supposed to have been done by Suzuki and Innovation during the week because Innovation doesn't open on Weekends. I wasted my petrol and time to go there for nothing,I am beyond being disappointed by Suzuki and Innovation. I need the service of the car to be urgently done. I called today call keeps on being cut and no one is calling back.
Helpful (0)
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Vuyo M
1 reviews | Active since Jan 2020
12 Mar 2026, 12:19
I am beyond being upset
I called Suzuki Rosentenville and made a booking for a service and explained that it was going to be paid for by Innovation, they gave me a Saturday(7th March) and they said they will call on Friday to remind me but instead sent me a WhatsApp confirmation. Got there and I was told that an agreement was supposed to have been done by Suzuki and Innovation during the week because Innovation doesn't open on Weekends. I wasted my petrol and time to go there for nothing,I am beyond being disappointed by Suzuki and Innovation. I need the service of the car to be urgently done. I called today call keeps on being cut and no one is calling back.
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Replies (0)