"Scam of an insurance company"

Scam of an insurance company. Nova Dorect use The Claims Manager to deal with their claims. I waited months for a reply. Once I started chasing and threatened to go to the Ombudsman they answer and offered to pay claim if I agreed to not speak to ombudsman or financial services. I refused and they refused to pay my claim, siting it was due to another is, which is total nonsense. My vet even emailed them to say they are incorrect. They took £100 excess and have kept that when it should have been paid back to me once the claim was refused, I have called them but no one in the pet claim department speaks on the phone and I have emailed them and they just ignore the fact they have £100 of mine. I spoke to Nova Direct as they will answer calls but was told that I need to get the £100 back from the claim manger. This is now with the Ombudsman!

"Thanks to Chantelle I have had a…"

Thanks to Chantelle I have had a positive result with my breakdown cover being emailed to me.

"Horrendous! No service provided at all!"

Had a terrible experience with car breakdown cover through this company. Our car broke down in the middle of the country side, no one around for miles, 3 kids in the car. Car shuddering and warning lights flashing to warn me to turn car off immediately. When I phoned they said because I turned the car off myself they said I wasn't able to get my car recovered, car was in ‘safety mode’!. I had to find my own recovery and as a ‘goodwill gesture’ they would refund me £50! Well I did manage to sort it all, I sent in the invoice to get me £50 back, still a month later I have not got it, to make it worse there’s no one you can actually talk to about it- it’s all an online form system. I didn’t know companies could run like this, but this is horrendous - you pay for breakdown cover but won’t actually have any cover!

"Skyler was very informative and helpful…"

Skyler was very informative and helpful with my query.

"Fantastic on line chat service provided…"

Fantastic on line chat service provided by novo direct helpful fast and efficient. Thank you so much novo direct for assisting with my query

"Quick speed of response"

Quick speed of response, although I was not able to speak to a person my enquiry was dealt with and answers received. The computer system does not display both cars when a multiple breakdown policy covering 2 cars is taken out- different policy numbers refer to the same car registration. Some mention in the help would avoid this enquiry as this issue is known!

"I've been with Nova now for 3 years…"

I've been with Nova now for 3 years fantastic value for money many thanks...

"Not Anymore, They offered premium refund instead of claim"

Not Anymore - was good earlier. I have been using for 3 years and I made a first claim for my Windscreen cover. When it is time for claim, they said they don't have my car pics. When we got into details, they didnt even send me the Policy instructions asking for pics. So how would I know that I have to submit. For that Nova support team response is - "If you believe the Policy Wording was not received this is something to address with your broker. Please contact your broker and if it is confirmed the Policy Wording was not sent they will arrange a refund of the ££ premium."
Such a funny business who want to refund the premium when you go for claim. I never knew that insurance companies works like that. This happend in June 2024 and now they called me for renewal today, when I ask about this, they just said that they won't resolve such queries over call, this is just an esacpe.

"Brilliant customer service"

Brilliant customer service, changed my details immediately allowing us to continue with our onward journey with no stress. Many thanks

"She is an excellent customer service agent. I value her performance... Nova Direct 27/02/2025"

She is an excellent customer service agent. I value her performance...