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

“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.”

Posted 5 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”

Posted 5 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”

Posted 5 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.”

Posted 5 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”

Posted 5 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.”

Posted 5 years ago

“Refunds never use them again terrible company”

Posted 5 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???”

Posted 5 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!!!”

Posted 5 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.”

Posted 5 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!!”

Posted 5 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.”

Posted 5 years ago

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

Posted 5 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.”

Posted 5 years ago

“I don't know how these people sleep at night. My son paid for his insurance and was then contacted by Nova to say that the price comparison site had his small van down as a pick-up, also any named drivers have to drive an equal amount as the policy holder and they wanted an £400 extra to cover him. He can barely scrape together the £1700 original price so told them he couldn't go ahead. They told him that they're going to take a £60 cancellation fee and refund the rest tomorrow, although after reading other reviews this timescale seems unlikely. Please avoid this awful company.”

Posted 5 years ago

“After choosing Nova insurance through a comparison website as they were the cheapest. I had a phone call shortly after to go through some more details. The man I spoke to said I would actually have to pay more for the policy. So the price you see isn’t what you get. Apparently. After a disagreement with said price increase and the fact the employee I spoke to was absolutely not made for customer service I cancelled the policy right away. Only to be told I had a £90 cancellation fee. Which is theft to be honest. However, when it came to refunding the £210 minus the £90 they’ve stolen. I was told it would take 3-5 days. And guess what. After 3-5 days. Still no refund. So I phoned, and was told it was actually 6-8 weeks for me to receive a refund. This is just so poor. But that’s not the worst thing. After 8 weeks I still didn’t receive my refund. So I phone again. And told it will be refunded within 3 days. It was indeed refunded. But not the amount that should’ve been. The company decided to keep an extra £49, just because they can. If you are thinking of using this company. Think again. If you are using a comparison website. Choose the next one down. Save yourself a few hundred pounds. Absolute robbers.”

Posted 5 years ago

“Absolute joke of a company. 6 years NCB, no changes or claims etc yet expect me to renew again after RAISING my insurance by £166! Last year with them my renewal offer was less than year before as it should be, why on earth they think its acceptable to raise it hundreds this year, when no changes/claims have been made, I don't know! No explanation given at all. Disgusting. Avoid, avoid, avoid!!”

Posted 5 years ago

“Terrible customer service. None of the staff follow up on things and all they seem to do is pass the buck. Manager never available to speak to and issues that you have never get sorted. Stay far away from them for car insurance.”

(Van Insurance) - Posted 5 years ago

“took out van insurance on wed not due to start till Friday. I cancelled same day because of price hike due online question. I was told on the same day that my policy was cancelled minus £60. I was due for a refund on fri. No reply to my calls or email. Called over aweek later only to be told that my refund was issued yesterday. 6 days later! Don't bother with this company”

Posted 6 years ago

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Nova is rated 1.1 based on 119 reviews