Nova Reviews

Name: Nova
Rating: 1.09

1.1 Rating 120 Reviews

2 %

of reviewers recommend Nova

Company Reviews

Questions

Metrics

1.1

Based on 120 reviews

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

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Lara Toni

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“ABSOLUTE SCAMMMERS, AVOID AT ALL COSTS! They must make millions with their “we’re the cheapest” con that they seem to have done to everyone after reading all these horrendous reviews, they draw you in take your money then f*** you over, seems standard!! Dean the manager is the most vile human I’ve ever had the pleasure of speaking to, nova the con artists (aka dean)will probably right some bull excuse no doubt! Don’t believe them!!!”

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Posted 5 years ago

“I took out 2 policies with Nova on Wowcher. Very impressed with the price. However there was an error and I ended up paying for 3 policies. It took them 2 weeks to look into it and when I called the manager was saying it was my fault and being very accusing. He didn't offer a solution for ages and then sent me a text to get a refund but the link in the text doesn't work!! Again I call up and am just basically told there is nothing they can do and the customer services team were useless and rude.”

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Posted 5 years ago

“They want me to pay 4.99 after my breakdown cover expired to stop automatically renew for that reason 1 star”

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Posted 5 years ago

“Don't deserve even one star rating but zero. This company which I believe will not last shocked me. I have been doing home insurance for over 20 years and have never had to make first payment of direct debit on the day I took up an insurance cover. But this Nova Direct made me to do it. They collected this money, £13.99, from me when I took up a cover on 8th October 2019. The two policy documents they sent to me on this day clearly states that I can cancel without paying a penalty if I do it within the first 14 days cooling off period. On 15th October 2019, six days later, I cancelled as I had my doubts, and asked for a refund of my £13.99 as I was doing it within the 14 days cooling off period, and had not used their services. To my surprise, they said I have to pay £4.99, and when I asked why, they said something which up till today does not make sense. I had at first thought they were joking. I referred them to their above two policy documents which confirm I can cancel within 14 days without a penalty, and they were saying a different thing. Meanwhile, I have referred this matter to the financial ombudsmen. I will not recommend this people at all, and I find their behaviour very mean. To have brazenly taken my money is not okay. I want my full £13.99 refunded. Leonard”

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Posted 5 years ago

“I used a comparison website to find Nova Was the cheapest company . I should have looked at these reviews first . After paying a deposit over they then contact me to say they can’t actually provide me with fully comprehensive insurance as my husband is the registered keeper . i queried why Hastings direct has insured me for the last year and their answer was they wouldn’t have paid out if I would have had an accident . Alarm bells rang and eventually after saying my premium would actually be more than the initial quote I asked for my £56 deposit back as it had only been 12 days and 2 weeks before the policy would start . He advised me I would have a £125 cancellation fee as this is in their terms and conditions .. no cooling off period! I have contacted the FSA who will pursue them in 8 weeks if I do not have a satisfactory conclusion. Please please do not insure yourselves with these people”

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Posted 5 years ago

“Dont use this company till you have read the small print, want cancel in your 14days, forget it coat you more than you paid for the breakdown cover, also want you to pay up front to cancel before and mean before you get whats left of your policy payment.. CON MEN,”

Helpful Report

Posted 5 years ago

“The worst insurance.”

Helpful Report

(Van Insurance) - Posted 5 years ago

“Customer service don’t do what you ask them and promise they will and when you want to cancel in the 14 day cooling off period there are hidden clauses in the terms and conditions that charge you for cancelling in this period is this right????”

Helpful Report

Posted 5 years ago

“AVOID THIS COMPANY. they don't answer the phone and emails. they renewed my insurance after me letting them know weeks before the due date that I was not gonna go ahead with it and they didn't care, they just done it. now I have an issue with this and its a nightmare to contact them”

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Posted 5 years ago

“Do not waste your money, they are RUBBISH!!!”

Helpful Report

Posted 5 years ago

“Avoid getting home emergency cover. Was told when i called to make a claim that they literally only make the situation safe, and then you get out a plumber to mend the problem. Our toilet stopped flushing and was told it wasn't covered as we have another toilet in the house and therefore wasn't an emergency. The policy isn't worth a thing.”

Helpful Report

Posted 5 years ago

“Absolute Crooks, in my opinion! Am an ice supplier, very seasonal, summer only generally. Use freezer van for a few jobs a year doing very occasional courier work. Fine, got the quote. Paid in full the day before I required cover. Nova confirmed and said I'd receive documents shortly. Days later got a text "Ring us or we will cancel policy!" Rang and held, pressing option 2 every few minutes to confirm I was holding. "You can't be a courier AND carry your own ice!" Why? No problems with other insurers. "OK you can but we want another £300+" I said i's stick with my current insurer who were cheaper. ROSS said "Right, we'll charge you for the cover you've already charged (one day but no policy issued) plus £60 cancellation fee!" I said I would report them and take it up with my credit card company. He replied "Now you've said that we will need a letter from your bank before you can get a refund, we will need proof of address, ID etc, you will spend a lot of time before you ever get a refund and it'll be your time wasted!" CROOKS, CROOKS, CROOKS, ABSOLUTE CROOKS! I said and Goodbye!. He rang me back. "You can't cancel like that!" I Need your DOB, etc etc, otherwise we'll just keep charging you more!" If you need proof just check out the reviews on google maps.”

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Posted 5 years ago

“broke down albeit engine running. Claim declined. Car started smoking with flat tire, again, claim declined. Spoke to the insurance agent, was told that policy documents defined breakdown as vehicle immobile, so declined as my car could technically move at 10mph on the motorway. Worst company ever and would recommend all to stick with the AA or RAC as they are there to actually help you instead of go through the policy word by word on the roadside!!!”

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Posted 5 years ago

“Worst gadget insurance ever when I made a claim . Firstly they didn’t respond until a week that they received the claim. When I called they said we are doing our best to reply because we have loads of cases. Then I received an email to pay for the whole premium and the £50 for the first claim when I made the payment and send them the proof of purchase they just rejected the claim”

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Posted 5 years ago

“Bought breakdown cover. Car wouldnt start contacted nova direct told them it could be a electrical issue but I'm no mechanic so didn't really know was refused recovery as I'm in my first 30 days of contract and they don't cover electrical issues!! Left stranded for 3 hrs while waiting for my son to finish work and come and get me WARNING DO NOT BUY BREAKDOWN COVER FROM THIS COMPANY TAKE YOUR MONEY AND LEAVE YIU STRANDED”

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Posted 5 years ago

“Took out gadget insurance and asked to pay monthly. They took full years premium instead then tried to charge £5 to change to monthly payments. As I was still within cooling off period I chose to cancel the policy and asked for a refund. Guess what.. £5 to cancel my policy. Customer services polite but utterly clueless. Avoid if possible.”

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Posted 5 years ago

“Can’t write a report unless you give them 1 star! Joke!!!!!!! Not eligible for 1 star!!! Rude unhelpful none understanding vile staff! rip off company ! Don’t touch with a barge pole!”

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Posted 5 years ago

“WORSE INSURER EVER. Do not waste your money. Nova comes out cheap on comparison sites but that is because they will never compensate you. I bought an insurance for my iphone 6 with Nova. They sent me three documents (schedule of insurance, the policy and a summary) that they clearly said constituted my contract with them. A few months later, my phone fell into water and I had to make a claim. They then came up with an idea that I had to settle all my premium and pay an excess. And they added something like...this is not refundable and we can not guarantee that your claim will be upheld. I sent them the three documents that constituted our contract and clearly explained to them that no where in those documents it was mentioned that I had to pay excess for my first claim or settle the full premium before I make a claim. I said I am happy to continue with my agreed monthly payment. They sent me an email with someone else's contract, trying to convince me that the contract was mine. That made me wonder whether this was a real company or just a ghost (their emails will never come with a name!).I showed to them that that was not my contract and therefore I could not be bound by it. They refused. I raised a complaint but I also told them that I was cancelling my direct debit, until they start looking at my claim objectively. Then they started harassing me with emails saying that they will charge me late payment fees. I told them that I will not pay any of those. My solicitor has now taken up the case but I am determined to take it as far as possible. They are so poor at communication, anonymous emails, threatening people, all kinds of bad customer service, you will find with nova. TO BE AVOIDED , if you do not want to waste your money and time. The financial institutions regulators should investigate whether this company actually exist.”

Helpful Report

Posted 5 years ago

“No helpful all leaving vulnerable adults in car and children do not ever by breakdown cover”

Helpful Report

Posted 5 years ago

“Absolute appalling customer service do not buy broken breakdown recover from this company as they left an autistic child in a broken car and a vulnerable adult in a broken car absolutely appalled”

Helpful Report

Posted 5 years ago

Nova is rated 1.1 based on 120 reviews