Do not buy breakdown cover from Nova! I phoned to ask for assistance from my home, I left the phone call in tears. Firstly I was told they had a 6 hour policy, so if you fail to ring within the 6 hours, they will not help you. I had surpassed this period, which I didn’t even know about at the time. I explained that I was a key worker and on cover from my job and therefore I may need my car. The phone operator told me that “people are dying” and “if we help you, we can’t help someone else”. I was in shock at how rude this man was, and how awful he made me feel, despite being a key worker myself!! I asked him about my position as a key worker and he said “yes that could change things, and I believe you’re a key worker but...”. He said it so sarcastically, he was implying I was lying. He was a truly horrible man who has no customer service skills and should not have a job with the public if that’s how he treats people. I complained by email and by Facebook to the Nova Direct page, who briefly apologised and then asked for some ID to prove I am a key worker. I provided this information and a manager called me minutes later to organise assistance for me. I can’t remember if she apologised, so if she did it was a fleeting comment. She said assistance was on its way and she’s update me closer to the arrival time. About an hour later she called but had the wrong address...which I don’t understand as it’s correct on all my documents and policy? Any we confirmed the address and 20 mins later my breakdown assistance arrived. A lovely local man, who fixed my car in 10 mins. Still in shock that I was told “people are dying” and therefore I don’t deserve help, despite being a key worker. Please do not give this company your money.