Nova Reviews

Name: Nova
Rating: 1.14

1.1 Rating 125 Reviews

3 %

of reviewers recommend Nova

Company Reviews

Questions

Metrics

1.1

Based on 125 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

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“instead of writing a review, im going to show what i have written in my complaint. disclaimer English is not my strong point. Hello I purchased a van insurance policy from your website via a comparison website. Quotezone. The next day I was given an email asking to contact you to discuss a few things which I did. The agent then told me that theres a few things that are inconsistent. First the carriage of goods on the comparison site I selected the use for carriage of own non-hazardous goods. The agent told me this was incorrect as the policy was for social domestic and pleasure. He then told me that the policy was on a locked garage which he had the audacity to tell me was incorrect . I then told him the garage is to the rear of the property. He then went on to claim the garage is too small to hold a van? Then he told me that my no claims bonus (NCB) was not protected which I told him it was, I selected the option on the website before checkout which he then told me to add it on was over £200 (I cant remember the exact figure) and tried on multiple attempts to sell it to me. Finally he told me I had made a claim of over £28000 in august 2016 which I told him it was incorrect and the last time I had an accident was in 2011. In all he told me I would need to pay over £700 more taking into consideration what he said. considering I paid just over £600 for the initial premium I wanted to cancel my policy as it had not started for a few days. He then advised me that there would be a cancelation fee of about £110. Which he quickly cancelled my policy as I told him to leave it and hung up on my abruptly. I looked at the policy documents and noticed the name was spelt incorrectly I rang back and another person answered the phone I told him what happened and told me the person I last spooke to was in front of him and he put me on mute to speak to him and abruptly transferred me to him and told him my name was spelt incorrectly and would go ahead with the policy. He then told me over the phone he wanted my drivers licence number. Which I told him the address is incorrect as I have the old paper licence as my driver licence number was no longer visible and he told me to shop proof of address from a utility bill. Which I agreed to and paid about £400 extra given the changes and still he wanted me to protect my no claims bonus for £200. but the email he sent me was asking my for a check code which requires my drivers licence number! I rang my current provider and gave me a price what was cheaper then yourself and took the policy. I rang back to cancel the policy and the same situation of being abruptly transferred happened and I was determined to get out of your hell hole so called company. He asked why I wanted to cancel and I told him that I told hime before I cant get my driver licence number and he told me that I don’t need to do it. I told him I got it way cheaper with my current provider and then then told me that I t would take 3-5 working days to cancel the policy and would still incure the cancelation fee. And hungup on be abruptly I was livid and wanted to make a formal complaint against the man and your company. After a few days of calming down and seeing a doctor I am making a formal complaint for the. • sheer rudeness and ack of politeness and in making self judgements, garage too small and I have made a claim before. • miss selling insurance on the basis that after my name change the unknown claim was on there which may be a breach of gdpr. Pressuring me to purchase NCB on multiple attempts. • Breach of grpr for not going through security to access the account (after being transferred he went to talk about my account TWICE) • Failure to CLEARLY notifying the customer of any Cancelation charges • miss selling again after telling him I don’t have the license number and making an alternative and then paying the extra amount only to be told I need my drivers licence number!”

Helpful Report

Posted 6 years ago

“It’s the worst breakdown company ever. Inspite of giving them the address, they got the car dropped at wrong garage. The manager calls me trying to convince me to use the garage which it was dropped at. They convinced me on Saturday it will be dropped to right garage inspite of me giving them the address several times to manager and Sean. They still took it a wrong address . I was expected to pay the tow company to take it to the right address. This company is messed up beyond words and the wait is long . It was stressful experience. Please keep away. Pay extra and get something else.”

Helpful Report

Posted 6 years ago

“STOP DO NOT PURCHASE They will not recover vehicle when brake warning light informs driver to have car towed to nearest garage. Apparently this is not a 'broken down' car...it does not have a 'mechanical failure' 'I do not meet the criteria' The call handler could not understand my frustration. I have breakdown cover - my car is not drivable - I am miles away from a garage. He was NOT happy when I informed that I would write bad review”

Helpful Report

Posted 6 years ago

“They are the only company I have ever delt with that can disregard the law for the 14 day cooling off period set in law once signed the policy. i cancelled within a matter of minutes on discovering It actually didn't suit my needs now they want £4.99 for the privilege and can take three weeks to refund the other £75 what a way to run a company. What a rip off!!”

Helpful Report

Posted 6 years ago

“Dreadful company. steer clear! You basically accept the online price then they ring you as part of their "verification process" and find a ficticious reason to massively up the price. Then the fun of trying to get a refund begins. This lot are unethical and should be investigated for sharp practice. DO NOT USE.”

Helpful Report

Posted 6 years ago

“Disgusting company. BE VERY CAREFUL ORDERING ON LINE. My son ordered his insurance online and they rang him up the following day to up his insurance nearly double. It has a 14 day cooling off period. My son rang them back and cancelled and was charged £144 it was either he paid the £144 or nearly double the amount. The customer service is disgusting when ask if I could speak to someone to discuss it, I was told there is nobody else.”

Helpful Report

Posted 6 years ago

“Exrtemely rude staff over the phone. Taken 3 weeks for a refund and still waiting. They offered me a policy with a decent price with the details I provided for my excess and milage through the comarisonl site. When they rang to validate after taken payment they increased the price by just over £1000 for no justified reason. The guy on the phone had the audacity to tell me that's the best I will get anywhere. When chasing up some money they owe me the staff continued to be rude and unhelpful. Stay away from this company.”

Helpful Report

Posted 6 years ago

“DISGUSTING COMPANY!! DISGUSTING COMPANY!! DRAWN IN WITH CHEAP ONLINE PRICE, DEPOSIT TAKEN, MONTHLY PAYMENTS DOUBLED. Got a quote online, called to confirm quote doubles Reason my garage that's on my driveway (standard garage same as every other in the area) on their system is not a garage it's a locked building which was just an excuse to double the quote after already taking a deposit payment online, this is done to try and trap you into taking the policy hoping you don't want the inconvience of continuing to look else where or haven't got the money to pay a 2nd deposit (any refund also taking 3- 5 working days) and agree an over the top monthly fee and if that doesn't work there's always the hard sell approach they take with threats of losing your deposit and having to pay cancellation fees for prices you haven't even agreed to. Looking through reviews throughout the internet on Nova this is repeated everywhere. I've worked in sales for many years and these are complete cowboys. I Contacted my Bank who instantly cancelled the payment and went else where. I had a quote on a 2nd vehicle where Nova again came in the cheapest on a search, this time I called before paying the deposit, again before even taking my details he was coming up with reasons it could go up, after being advised I would not be paying any more than originally quoted I was told well go take it elsewhere then, this is the attitude you get when the deposit is not paid first and they have no position of strength to threaten and manipulate you with. Any good reviews look like they've been written by employees. STAY WELL CLEAR DONT BE FOOLED THESE PEOPLE WILL TAKE YOU FOR EVERY PENNY YOU HAVE. Que the smarmy salesman response that tries to deny all knowledge and blame the customer DAMAGE LIMITATION”

Helpful Report

Posted 6 years ago

“Opened a mobile device insurance policy with them, condition was that I had to provide them with proof of purchase and proof that the device worked within 7 days. Expected to have some communication from them about how to provide the information but hadn't received any, no info on the website about how to submit it either. Contacted them 12 days later and they said I had to pay a £4.99 fee to keep the policy valid as it was past 7 days. I threatened to just cancel the policy as it was within the cooloff period and they waivered the fee giving me another 7 days for free. Seemed very cheeky and I'm tempted to still cancel it, clearly a trap they want people to fall into and doesn't make me trust them at all. Customer service was quick and friendly enough (after my threat) and it was cheap, so +1 star for that I suppose”

Helpful Report

Posted 6 years ago

“Terrible company and terrible service. I got a flat tyre with my family on board. Rather than call them I attempted to change the wheel myself but locking nut broke so was unable to change myself. I phoned them and explained this but they then said I didn't have the appropriate equipment and can't help as it was broke. Awful lady on other end of phone, I asked to speak to manager but again this was refused and very much computer says no response.”

Helpful Report

Posted 6 years ago

“took out breakdown cover. broke down said someone would be out 60 to 90 minutes. 4 hours later dont get involved with them they are useless. never again”

Helpful Report

Posted 6 years ago

“Paid for Emergency cover but ended up having to sort out my heating and hot water problems myself. Even though they proclaimed in their policy to stand by you in a sudden and unexpected event. Their staff are not cooperative or they do not know how to deal with anything and they have a computer system[so they say], that denies your claim as soon as you begin to explain the the problem. Do not go near this Company. if you have an issue with them complain to Financial Ombudsman.”

Helpful Report

Posted 7 years ago

“Refunds never use them again terrible company”

Helpful Report

Posted 7 years ago

“I have purchased couriers policy,I paid you but you did not send me the necesssery documents.You are causing me a big disruption ,I have to stop my business /delivery for some days until I will have this problem solved...is there anyway to take this company to the court???”

Helpful Report

Posted 7 years ago

“Took my payment,sent no policy info ,after many e mails to them got a rather pushy guy who seemed unable to understand "cancel " still awaiting refund(3months!) What a shower!!!”

Helpful Report

Posted 7 years ago

“Took out car breakdown cover then after looking a reviews decided to cancel, within the 14 day cooling off period. Clicked the link on my documents and sent an email but it bounced back. So I emailed the customer services. Left it 2 days and did the same again. No response from Nova. Emailed PEX customer service, whose name was on my documents, no response from them either. Managed to get through on the phone by choosing the claims option. Told it was £4.99 to cancel. The first adviser took 8 minutes to find where it said this. It isn't on the documents it is number 25 of the conditions before you purchase. Agreed to pay under duress and finally got my £28.99 refund. No confirmation my policy has been cancelled and not had any communication from Nova or PEX. Dread to think what their response would be if I broke down.”

Helpful Report

Posted 7 years ago

“Definitely will not be renewing my policy with nova . Every time I phone I get cut off and have asked for a call back and nothing. Sent many emails and still nothing ! All I want to do is change my direct debit payment date as they keep charging me an extra £30 a month! Customer service is disgusting!!”

Helpful Report

Posted 7 years ago

“Took out Boiler Breakdown Policy on 12 January 2019...found an alternative more suitable policy with the Boiler Manufacturers and anyway there were things with Nova I wasn't happy with ( terms /restrictions for getting service ) . I sent an email telling them to cancel the payment on my CREDIT card and someone phoned me and while agreeing I could cancel as I was within the 14 Days ( which I knew anyway) also told me there was a cancellation charge of around £5. This led to a row over the phone as this was the first I had heard of it and I told the caller in no uncertain terms that I was not paying any such fee and if it was charged there would be a complaint to them and ,if not resolved,to the FCA...so we will see what happens . I have scoured the policy documents and can see no mention of such a fee.”

Helpful Report

Posted 7 years ago

“Awful company. Not helpful, rude, put prices up compared to what comes up on comparison sites. Would NOT recommend”

Helpful Report

Posted 7 years ago

“Take your money then they're not interested!! Taken nearly two months to get my documents sent to me after numerous emails and phone calls with no replying from them! Also a coincidence that I get inundated with scam calls and sales after I delt with this company. Selling information to other companies.”

Helpful Report

Posted 7 years ago

Nova is rated 1.1 based on 125 reviews