Tried to change vans on my policy, they wanted £50 before looking at the new premiums, said I wanted to know the cost of insuring the new van, they wouldn't tell me unless I paid. Eventually got some one online to check for policies and promised to be back in 15mins with answer, never called back, cancelled the policy, payed a fee, then out of the blue, a debt collection agency called and mailed me with an outstanding debit of £284 not once did Nova contact me explaining that I owed this money and discuss payment, despite several phone calls, all I got was it was for cover?? I was paying in instalments of course I was already paying, just bullies and a rip off. Can't even find a complaints department!!! they would probably be very busy!