"Good customer service through chat bot"

Good customer service through chat bot

"Left me broke down and informed me to…"

Left me broke down and informed me to phone a nearer local garage.I informed Nova breakdown that my engine was over heating and the car was not driving safely but because the car was still moving slightly and could still move slowly they told me I was not broke down in their opinion and I was not covered for this type of problem and would not come out to me.Turned out the problem was my head gasket and caused me even more problems still driving it to safety. AVOID THIS NONE EXISTANT BREAKDOWN COMPANY.

"Good service by Sienna"

Good service by Sienna. She was helpful and patient throughout the chat.

"Prompt reply to my question"

Prompt reply to my question

"Pet insurance - exclusions gone mad"

I claimed for my dog, as her foot was stood on and was swollen - vets visit, X-ray to make sure not broken and some painkillers and anti inflammatory - nothing out of the norm.

Claimed via Nova Pets + their claims manager portal. After multiple uploads, and manually having to write claims numbers on documents, as their agents were very pedantic and this is outsourced and there is no phone number to contact them for Pets insurance.

I finally got a response about my claim. The bill was roughly £700 and they offered me £90. Which is £10 less than my excess I paid!

They refused to cover diagnostics, which includes X-rays (how are the vets suppose to know whats going on?). This one, of course is the most expensive item on the bill, but this baffles me that they refuse to accept diagnostics for the pets - that must not be industry standard.

They only paid up to £45 of the consultancy fee, which was around £200 as it was out of hours, this one I can understand slightly more, but is still sneaky.

The only item they fully covered was the medicines, which were £45, to which they cover only up £50.

I understand that there are exclusions in insurance and you should read the terms and conditions, but they do not highlight these exclusions when you are searching for them, they are hidden in pages of terms and conditions so that the general public do not see.

The whole claims proces

"Chloe was very helpful"

Chloe was very helpful - thank you.

"Sienna was very helpful"

Sienna was very helpful

"Sienna the chat agent was helpful and…"

Sienna the chat agent was helpful and sorted out my problem quickly

"Terrible customer service."

Terrible customer service.Keep quibbling and trying to get out of helping you by saying you don't meet the criteria.This has happened before they are penny.pinching and unprofessional , a big thumbsdown.👎
Just look at their reply total lies.
They discriminated against me because I have a disability.They are required to give 14 days' notice to cancel a policy.but they gave me 24 hours.I have just issued an Online Money Claim against them , for the return of my remaining premium.

"I had a problem and it was sorted…"

I had a problem and it was sorted straight away