"Chloe from the live chat was very…"

Chloe from the live chat was very helpful and was able to sort out my policy straight away! Very impressed. Thanks Chloe 😌

"Time sensitive claims small print for Nova’a pet insurance "

Please read the small print for Nova’s pet insurance!!!

Here is a copy of 2 of the very tight time sensitive clauses (I do not know if all pet insurance policies are the same but this was mine)
Treatment Timeframe:
You must immediately or within no later than 12 hours have a Vet fully treat and remedy Your Pet’s illness—If You fail to follow this time scale the claims paid amount will be reduced by 50%.
Yes 50%! So when filling out the claims form, make sure you put the same date you noticed the injury/ illness, the same day you took them to the vet as they do not ask for proof of this.
In my case the wording in an email exchange was then changed to ‘seek advice within 12’ hours. So I provided evidence of calling the vet within 12 hours but this was not asked for in the documents you need to supply to make the claim, so was then not considered. I only knew this after the claim offer they gave me that only offered me 50% of the claim.
Next
Claims Reporting:
You must immediately and no later than 48 hours notify and give full details to the Claims Administrator.
So after the ordeal and worry of getting your pet to the vet and well again, (within 12 hours) you have 2 days to make the claim. In my case, they waved this.

But if I was going to appeal the 50% offer, they will not consider the 48 hour ‘good will gesture’

So I’m stuck with a 50% offer, or I appeal the 12 hour clause, so they consider the calls to the vets within 12 hours as proof, in an attempt to get the full amount. But potentially lose it all as they say they will revoke the 48 hour ‘good will Gesture’

So please, before buying pet insurance with Nova/ claims manager, consider these two extremely tight time sensitive clauses.

"updated policy "

needed to change car registration,had a chat with Teresa (who was extremely helpful) via webchat and also had renewal query.
Thank you so much for sorting the issue out.
Based on this experience most likely to renew nearer to the time

"It was so simple to update my new…"

It was so simple to update my new address and change of car details at the same time for a relatively small fee, I received confirmation the changes had been accepted very quickly and all good now for the remainder of the cover. Will definitely be renewing at the end of the 12 months. Very happy customer

"I am stuck"

Sienna attempted to help me but unfortunately she guide me on a path which doesn't work and I am stuck with my policy renewal.

"Cheapest quote and now I can see why!!"

Cheapest quote and now I can see why!!
make sure you read the T’s and c’s of this “company”. Read the reviews and don’t make the same mistake I did in thinking “that might not happen to me” and if you decide to put in a complaint when the claims team are trying to fob you off, they then put your claim on a PAUSE and will then have to wait a MINIMUM of 6 weeks (in my case 8 weeks) for the claim outcome.so in total I have waited near enough 3 MONTHS!! To start your claim you need to pay the policy of in full (if you chose monthly) . I have paid them a year’s worth of insurance payments for nothing. I insured my iPhone 12 Pro Max. The camera glass broke (they do NOT cover that) if your phone contract is not in your name this also INVALIDATES YOUR POLICY due to the proof of usage not being in your name!!!! Please read their T’s and C’s CAREFULLY I’ve highlighted some below:
Proof Of Usage (Not Acceptable)
The Policy Wording states “You must provide proof of usage that Your device had been used by You and was
in Your possession within the last 24 hours prior to claims event date and”
The document is not in your name, the Policyholder, which we have made
you aware of.
CheckMEND (Timeframe)
The Policy Wording states “In the event that your Gadget has been damaged You must run a check device
report at checkamend at Your own expense within 24 HOURS of the damage occurring. You
must provide Us with a copy of the report upon request”. The report is dated 12th November 2024, for an incident dated 5th November 2024
Cosmetic Damage (Rear Glass)
The Policy Wording states it covers “Accidental Damage: physical damage caused by a sudden and
unexpected event including fire damage. This extends to include malicious damage, damage to screens and
damage resulting from contact with other liquids. Damage to screens must render the device unusable and
must not be limited to cosmetic damage.”
. It defines “Cosmetic damage: bodily damage which does not cause
any mechanical or operational impairment. This includes but is not limited to scratches and chips to either side
of the phone and which does not prohibit the operational aspects of the device”
. The damage to the rear
glass of your device would not be covered under this Policy and any of its associated repair costs
Repair Costs
The quoted repair costs from Select, of £622.00, makes the device beyond economical repair. A device of the
same specification, an Apple iPhone 12 Pro Max 128GB, can be found on BackMarket for £295.42 or Phones) for £299.99

What next?
Your claim has now been accepted. A request has been sent to our Accounts Team to process a settlement of
£75.00,
THEY DO NOT GIVE CARE LESS AS THEYVE GOT A YEARS WORTH OF MONEY FOR NOT DOING ANYTHING AND THOUGHT REFUNDING MY EXCESS OF £150 was a good gesture of will and closing the claim. I have chosen to decline the “settlement” and have my excess returned and will go elsewhere. Very very very sneaky company. I 100000% would not recommend to my worst enemy

"Small change to policy done eadily"

Needed a small change to policy particulars as were incorrect, but done easily on live chat

"I made an amendment online which was…"

I made an amendment online which was quick and easy.

"Stay away from Nova Direct insurance as…"

Stay away from Nova Direct insurance as they pass claims to The Claims Manager who you cannot contact on a phone. Still waiting to hear regarding my claim! It's been 20 weeks now. I have had to pay the years premium and £200 excess upfront to Nova, on top of the £5K i have paid the vets, (although my policy limit is £3K).

After my initial review, I was offered a full payment, if I remove reviews from trust pilot and did not speak to trading standards or the financial ombudsmen which I refused, so they now refused to payout.

They are stating that the cherry eye issue which is a prolapsed third eyelid caused his stomach issues the stomach issues. They have dragged the claim out as long as possible and then used the cherry eye as an excuse not to pay for stomach issues.

Also, the claim was out in on 10/10/24 and they did not reply until I put the review on trust pilot on 17/01/25 and threatened to speak with the financial ombudsman.

I have also paid an excess that they havent told me when I will get it back, as they said the claim was closed and they will no longer communicate with me.

I will be speaking to trading standards and the financial Ombudsman.

"Nova are great with communication"

Nova are great with communication. Very easy to have details changed. I shall be staying with Nova. Very good price thank you.