IG
Innovation Group
Verified Business
IG
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Innovation Group is struggling across every major service theme. Customers describe rejected claims, lengthy delays, and inconsistent communication when trying to access warranty, service plan, and tyre cover benefits. While a small minority praise individual agents who go above and beyond, the dominant narrative reflects frustration with claim handling, refund disputes, and perceived loopholes used to avoid honouring policies sold upfront.
TrustIndex
2.9
Ranking
#33
in Short Term Insurance
NPS Score
-49
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Innovation Group is struggling across every major service theme. Customers describe rejected claims, lengthy delays, and inconsistent communication when trying to access warranty, service plan, and tyre cover benefits. While a small minority praise individual agents who go above and beyond, the dominant narrative reflects frustration with claim handling, refund disputes, and perceived loopholes used to avoid honouring policies sold upfront.
The most common complaint about Innovation Group, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Claims Handling (1.2). Customers repeatedly describe rejected claims based on alleged kilometre overruns, pre-existing conditions, or exclusions buried in policy wording. Approvals take weeks, assessors delay reports, and dealerships are left waiting for authorisation while customers are stranded without vehicles.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
i have been trying to call the place from 8am this morning and i have been on hold for more than 3 calls that i made and my car is currently in for a service and no assistance has been given to me till now and its mid-day now i need to go fetch the car
1 reviews | Active since Jan 2020
i have been trying to call the place from 8am this morning and i have been on hold for more than 3 calls that i made and my car is currently in for a service and no assistance has been given to me till now and its mid-day now i need to go fetch the car
1 reviews | Active since Jan 2020
Trying to cancel an extended maintenance plan last week that I cancelled within 24 hours of agreeing to it telephonically. I phoned customer care this morning and spoke to a consultant that seemed very impatient with my request and I was told that I would still be debited the first monthly installment as their cancellation period is 14 days. After that it would be my responsibility to reach out to them for a refund. If I understand the Consumer Protection Act correctly, they are legally forbidden from taking money from my account to collect funds once I have submitted my cancellation notice within the cooling-off period.
1 reviews | Active since Jan 2020
Trying to cancel an extended maintenance plan last week that I cancelled within 24 hours of agreeing to it telephonically. I phoned customer care this morning and spoke to a consultant that seemed very impatient with my request and I was told that I would still be debited the first monthly installment as their cancellation period is 14 days. After that it would be my responsibility to reach out to them for a refund. If I understand the Consumer Protection Act correctly, they are legally forbidden from taking money from my account to collect funds once I have submitted my cancellation notice within the cooling-off period.
1 reviews | Active since Jan 2020
I would like to highly commend Mbofholowo Masakona from Innovation Group for the absolutely phenomenal service I received. Mbofholowo was incredibly helpful, professional, and patient throughout the entire process. Not only was everything I needed clarified perfectly, but they went the extra mile by personally calling the motor group to ensure that all parties were on the exact same page and that there was a clear, mutual understanding moving forward. It is incredibly rare to find this level of dedication, proactive communication, and genuine care in customer service these days. Thank you, Mbofholowo, for making what could have been a stressful situation completely seamless and efficient. You are an absolute asset to the Innovation Group team!
1 reviews | Active since Jan 2020
I would like to highly commend Mbofholowo Masakona from Innovation Group for the absolutely phenomenal service I received. Mbofholowo was incredibly helpful, professional, and patient throughout the entire process. Not only was everything I needed clarified perfectly, but they went the extra mile by personally calling the motor group to ensure that all parties were on the exact same page and that there was a clear, mutual understanding moving forward. It is incredibly rare to find this level of dedication, proactive communication, and genuine care in customer service these days. Thank you, Mbofholowo, for making what could have been a stressful situation completely seamless and efficient. You are an absolute asset to the Innovation Group team!
1 reviews | Active since Jan 2020
I really don't understand this horrible treatment im getting from Innovation Group IGD tyre and rim they put a person on hold for too long, never call back, claim agents are so rude and the phone and unprofessional. You even have to call them just so they can check your email They rejected my claim last year October for rim and i had to come up with money to fix it myself. Today my 2 wheels are damaged including tyres. When i try to claim they tell me i must produce proof of invoice of the very same claim they rejected i mean why would you request that if you rejected it. Shouldn't you focus on the merits of the new claim? If you reject a claim it means im on my own therefore i must fix it however i can, which i did. Now they demand me something which has nothing to do with the new claim but old rejected one. The wheels do not have any rim damage history. I had to come up with a plan to fix my rim myself now they holding me on to that. When i try to register a new claim. I mean what is this nonsense
1 reviews | Active since Jan 2020
I really don't understand this horrible treatment im getting from Innovation Group IGD tyre and rim they put a person on hold for too long, never call back, claim agents are so rude and the phone and unprofessional. You even have to call them just so they can check your email They rejected my claim last year October for rim and i had to come up with money to fix it myself. Today my 2 wheels are damaged including tyres. When i try to claim they tell me i must produce proof of invoice of the very same claim they rejected i mean why would you request that if you rejected it. Shouldn't you focus on the merits of the new claim? If you reject a claim it means im on my own therefore i must fix it however i can, which i did. Now they demand me something which has nothing to do with the new claim but old rejected one. The wheels do not have any rim damage history. I had to come up with a plan to fix my rim myself now they holding me on to that. When i try to register a new claim. I mean what is this nonsense
1 reviews | Active since Jan 2020
I am very disappointed with the service I have received regarding my vehicle assessment and repair process. After taking my vehicle for assessment, I was advised that the delay is due to Innovation Group not releasing payment. In the meantime, my cambelt has started making a noise when starting the vehicle, and I have now been told that the belt needs to be replaced. It is very frustrating how customers are convinced to join these policies with promises of peace of mind and reliable assistance when needed, yet when assistance is required, the service received is disappointing. I had to continuously call and follow up, and it was only after I raised my voice that my concerns started being taken seriously. At this point, I am extremely unhappy with the situation and I need urgent advice on the way forward. I am not comfortable driving the vehicle any longer while it is making this noise, as I fear it may lead to further damage or safety issues. I would appreciate your urgent intervention and feedback regarding this matter.
1 reviews | Active since Jan 2020
I am very disappointed with the service I have received regarding my vehicle assessment and repair process. After taking my vehicle for assessment, I was advised that the delay is due to Innovation Group not releasing payment. In the meantime, my cambelt has started making a noise when starting the vehicle, and I have now been told that the belt needs to be replaced. It is very frustrating how customers are convinced to join these policies with promises of peace of mind and reliable assistance when needed, yet when assistance is required, the service received is disappointing. I had to continuously call and follow up, and it was only after I raised my voice that my concerns started being taken seriously. At this point, I am extremely unhappy with the situation and I need urgent advice on the way forward. I am not comfortable driving the vehicle any longer while it is making this noise, as I fear it may lead to further damage or safety issues. I would appreciate your urgent intervention and feedback regarding this matter.
1 reviews | Active since Jan 2020
I have a Ford Ranger warranty claim with Innovation Group that has been dragging on with no urgency from their side. The timeline: 28 April 2026: Vehicle in at Ford Menlyn. By 29 April the diagnosis was already pointing to a full engine replacement, and the claim was lodged with Innovation Group as the underwriter. 4 May 2026: Reported and assessment booked the same afternoon. 12 May 2026: Assessment report back. Engineering report and engine block then required. 14 May 2026 (Thursday): Engineering report submitted to Innovation Group. 18 May 2026: Four business days later, Innovation Group only confirmed receipt of the report today. Still no authorisation. The diagnosis is a warped engine block, injector overfuelling on cylinders 2 and 3, and piston slap on cylinder 4. A full engine replacement. This is not a small claim, and it deserves to be handled with some urgency. I phoned Innovation Group today to find out what is happening with my claim. The person on the other end put the phone down in my ear. No callback, no follow up. Ford Menlyn, have been outstanding throughout this process. Every bit of communication, every step forward, has come from her. The hold up is entirely on Innovation Group's side. Three weeks in and the claim is not even authorised yet. Parts cannot be ordered, repairs cannot start. A warranty claim should not take this long, and customers should not have phones put down in their ears when they call to ask a reasonable question.
1 reviews | Active since Jan 2020
I have a Ford Ranger warranty claim with Innovation Group that has been dragging on with no urgency from their side. The timeline: 28 April 2026: Vehicle in at Ford Menlyn. By 29 April the diagnosis was already pointing to a full engine replacement, and the claim was lodged with Innovation Group as the underwriter. 4 May 2026: Reported and assessment booked the same afternoon. 12 May 2026: Assessment report back. Engineering report and engine block then required. 14 May 2026 (Thursday): Engineering report submitted to Innovation Group. 18 May 2026: Four business days later, Innovation Group only confirmed receipt of the report today. Still no authorisation. The diagnosis is a warped engine block, injector overfuelling on cylinders 2 and 3, and piston slap on cylinder 4. A full engine replacement. This is not a small claim, and it deserves to be handled with some urgency. I phoned Innovation Group today to find out what is happening with my claim. The person on the other end put the phone down in my ear. No callback, no follow up. Ford Menlyn, have been outstanding throughout this process. Every bit of communication, every step forward, has come from her. The hold up is entirely on Innovation Group's side. Three weeks in and the claim is not even authorised yet. Parts cannot be ordered, repairs cannot start. A warranty claim should not take this long, and customers should not have phones put down in their ears when they call to ask a reasonable question.
1 reviews | Active since Jan 2020
Please can you stop calling me I received +- 10 calls a day despite not requesting calls. It's so annoying and disrupting. I use my phone for work and this is such a bother. Who can I call to get my number removed from your database.
1 reviews | Active since Jan 2020
Please can you stop calling me I received +- 10 calls a day despite not requesting calls. It's so annoying and disrupting. I use my phone for work and this is such a bother. Who can I call to get my number removed from your database.
Innovation Group scores 1.5 out of 5 on Hellopeter's AI analysis of service quality in Short Term Insurance, compared to the Short Term Insurance industry average of 3. Their strongest theme is Repair Quality (1.6); their weakest is Claims Handling (1.2). The top AI-rated Short Term Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Innovation Group has a TrustIndex of 2.9 out of 10 on Hellopeter, based on 249 reviews in the last 12 months. Hellopeter has tracked Innovation Group across 2,558 total reviews. How is the TrustIndex calculated? →