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Nova Reviews

1.1 Rating 119 Reviews

1 %

of reviewers recommend Nova

Company Reviews

1.1

Based on 119 reviews


Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Had to pay a stealth charge to cancel an auto renewal! 😳 Notified them before renewal and was sent a link via email to cancel my renewal at a cost of £4.99, for what?! There is no way around this charge without creating further problems. Didn’t use breakdown cover but looking through the reviews that doesn’t sound promising. Draw a line and move on.”

Posted 4 years ago

“I received a request/reminder to renew my brake down cover but I decided I did not want to renew due to past difficulties in transferring my cover to a different car including all the extra charges? Note: I never had to use their brake down services thank goodness. When I received NOVA's email to renew I realised that I had to contact them to cancel but I was contracted to be charged by choosing not to renew. As a result from this experience I would never take out any form of cover in the future from NOVA direct and had I paid monthly by direct debit there would have been an extra charge totalling £9.98. So BUYERS BE AWARE of their hidden charges, can't comment on their breakdown services as I never had the need to used them? I plan to report them to financial ombudsman service by the devious method of you choosing not to renew but at a cost, I'm sure its fraudulent.”

Posted 4 years ago

“My current breakdown cover is going run out. I do not want to renew it, I contacted them and infomrmed that I do not want to renew. They sent me a link to cancel it- the link will take you to pay £4.99 as their cancellation fee. Apparenty they store your card details for ever to automatically renew and if you do not want to renew , still you have to pay £4.99 to escape from the loop. I called their customer service, they said it is included in their so called ''terms and conditions''. They are a malicious company trapping the customers with compltely unethical policies. You do not have the right not to choose to renew with tthem unless you pay. I will report them to financial ombudsman service. Customers please stay away from tis fradulent people.”

Posted 4 years ago

“Charged £9.98 not to renew. Do not sign up with company.”

Posted 4 years ago

“Again DO NOT BUY BREAKDOWN COVER. You have to pay £10 not to renew at the end of your term. When the policy was originally £25, that's 40% ridiculous!!”

Posted 4 years ago

“I contacted Nova Direct in advance to let them know I would not be renewing my breakdown policy with them. I was then given a link to cancel the auto-renew. Online it stated I would have to pay £4.99 processing fee and a £4.99 contract cancel fee! I phoned again and was given spiel and still my policy was not cancelled. I intend to go further and report the company.”

Posted 4 years ago

“I bought a gadget insurance with nova direct. Made a claim on the 9th of nov 2019 for loaa of my cell phone. I am writing this after more than 4 months and still the claim has not been settled. On the 13th of feb 2020 they called me saying that the claim will be settled for cash and the next day they would call me confirming the amount. Today is exactly a month after that and they still say that approval is pending. I have never come across such an inefficient service ever. Such a shame that I got this insurance just to save a few pounds and here I am..waiting since 4 months. Apart from that the customer service is bad..really bad. For claim inquiries they do not have phone numbers. You just have to chat, wait for a long time. And they say it is under process and they have more information than that”

Posted 4 years ago

“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!”

Posted 4 years ago

“Sitting on a duel carriage way broken down waited 2 hours 20 mins for a breakdown truck to come and recover me! No phone call to notify me of extended wait and so dangerous- will not be renewing this policy...”

Posted 4 years ago

“Very bad company who do not follow their own policy.......STAY AWAY FROM THIS COMPANY DO NOT GET ANY KIND OF INSURANCE COVER”

Posted 4 years ago

“The same issue as all the myriad of complainants detailed below. 1% of reviewers recommending the company speaks for itself. All the terms & conditions are carefully worded to exploit innocent members of the public and the auto-renew facility is buried in dubious grey print and rather than require customers active acceptance is the default condition. It is blatantly obvious that Nova exists to fleece customers with total disregard for their satisfaction. It is abundantly clear that a well rehearsed and prepared defence exists for anyone complaining and that Nova is relying on stealth and deception to make money. Avoid them like the plague. Quite how these people sleep at night defeats me.”

Posted 4 years ago

“My breakdown insurance was due to expire and I did not wish to renew it. Unbelievingly they charged me £4.99 to opt out of a contract that had expired, Very odd. I have not heard of this practice before. You will see on the Trust Pilot review site that there are many five star reviews. However, the majority are from customers who have been asked to leave a review in return for free legal cover. In effect they leave a glowing review in return for only buying the policy and not actually using it. Have a look at the reviews from folk who have actually had to USE it and it will tell a different story. Many shocking tales of woe and disappointment.”

Posted 4 years ago

“Outrageously bad. Spilt water on my laptop which says it is covered under my policy. BUT I took the laptop into apple to asses damage as it was urgent and then rang Nova. Because i did not ring Nova first they say i can not make a claim. They also say that they would want to use their own dealers and NOT an Apple dealer or recognised associate. This would void my Apple Care policy and apple warrantee. This is OUTRAGEOUSLY COWBOY. DO NOT USE FOR GADGET INSURANCE.”

Posted 4 years ago

“Absolute disgrace of a company. THIS COMPANY CHARGE YOU JUST TO NOT AUTO RENEW. Thats right if you dont want to renew your policy they charge you £5. If you complain they just say they follow FCA rules and its in the terms and conditions. I've never known a company do this, i reckon this is only not banned because no one would think a company could be so unethical in charging something like this. To add to this they won't cancel over the phone they took nearly 1 week to send the cancellation email and by that time the renewal had already started so they want even more money to cancel now. All this to a 88 year old pensioner!”

Posted 4 years ago

“took up the wowcher offer after phoning nova direct break down twice each time took over 30 mins plus to pick up had no paper work sent it via email i canceled the next day so in total had the policy 2 days policy phoned after 45 mins told to go via the refund service did all asked of me now 6 weeks later not a penny back asked wowcher to get involved they said its down to nova direct this is not good how do they get away with it ?”

Posted 4 years ago

“This company are fraudsters and completely do not follow standard protocols set by the financial regulators! You are required to ask customers if they wish want to opt into or out of ‘auto renewal’ which 100% did not happen, they auto renewed our policy at a changed financial rate due to a request for support we had made the year prior but did Nova direct not assist us in any way at all, on attempt to cancel our pathetic useless and ridiculous policy they then stated that they offer no cooling off period at all (extremely poor professional conduct!) & you want us to pay a £4.99 service charge (Nova direct have given no service when asked or required they have been completely useless) and £4.99 cancellation charge of a policy I did not want in the first place. Not only did Nova direct not help when we actually required assistance but then tried to increase my policy fee because of it. Nova Direct are aiming to act like legalised theives but I will ensure I warn as many people as I can to avoid your company as possible! Please share and do NOT use this robbing thriving company!”

Posted 4 years ago

“Terrible company, auto renewed my breakdown policy and said I received an email about auto renew. I did not receive this email the charming customer service agent informed me it was tough and I will not get £43 back. I can cancel the policy in 12 months and also need to pay a fee for this! Avoid this company at all costs now I am trying to get the money back through my bank and they can dream on if they think I'm paying £10 to cancel a policy in 12 months!”

Posted 4 years ago

“Had to pay when I didn't want to renew the policy after it came to the end.. WHO DOES THAT??? Rip off merchants that's who..”

Posted 4 years ago

“Read the terms very carefully. Weaseled out of paying for my broken screen through the insurance and then the added insult of having to pay £9.98 to stop the auto-renewal of the original policy! Absolute disgrace.”

Posted 4 years ago

“Wish I could leave 0 stars. Very poor customer service and they hide poor reviews and posts. The sign up is not very clear on the actual terms, it only covers new or manufacturer refurbished items - not re-sold items. This was found on trying to validate the insurance and NOT mentioned on the GoCompare website or the NOVA Direct pages prior to taking any payment. The item must be insured in the name on the purchase invoice and owned by that person, so no gifts or presents can be insured. Once you find this out you are locked in with £10 cancellation fee and no communications. Beware of these people and try elsewhere.”

Posted 4 years ago

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Nova is rated 1.1 based on 119 reviews