Nova Reviews

Name: Nova
Rating: 1.07

1.1 Rating 119 Reviews

1 %

of reviewers recommend Nova

Company Reviews

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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

“I would give no stars if I could. If you take out a policy, anyone would think that you can use it from the start date: this is not the case with Nova. All my car needed was a jump start and because it was not 30 days into the policy they refused to help. Worse I was told that because of this, they would likely reject any future claims with the same fault. Also, I purchase the silver XS policy which is not the cheapest and there is a £10 cancellation fee. THIS COMPANY is basically a SCAM. DO NOT WASTE YOUR MONEY! The worse company I have ever dealt with!”

Helpful Report

Posted 3 years ago

“Do not use this company. They tried charging to cancel the policy quoting not existent policy clauses. I cancelled the policy following the process quoted in the original policy but they refused to accept it. I ended up cancelling my credit card to prevent them taking any money”

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Posted 3 years ago

“AVOID AT ALL COSTS.”

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Posted 3 years ago

“SCAMMERS AVOID AVOID AVOID!!!!! Please use another company and trust the reviews on here. Worst experience with a company I have ever dealt with. Needed my car recovered to a garage whilst I was with them and they refused my claim as "my car was still able to move", my car would only drive at 1-2mph, white smoke coming out of exhaust continuously and a severe continuous engine rattle... apparently this doesn't count as a breakdown to Nova it's absolutely ridiculous. Ended up paying and organising a private recovery vehicle in this situation so was utterly pointless having this cover. Then to top it off to opt out of auto renewal of your policy they scam you 4.99 to just not renew with them, gladly paid this to never have to deal with these appalling scammers again. Never dealt with a company as poor as this, terrible customer service and don't even provide breakdown cover to their customers. Please avoid using this company and go with a reputable breakdown cover company.”

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Posted 3 years ago

“I don't know why this company is still allowed to defraud people of their monies. Poor customer service, they look for every excuse to deny your claims, and then charge devious cancellation fee even at the point of auto renewal. Its so sad and cannot write enough about how bad their service is. I'm on the process of reporting them to the ombudsman. Such an appalling and shameless company. Avoid at all cost.”

Helpful Report

Posted 3 years ago

“Honestly don't know where to begin. Terrible service . Take money and don't actually give you any insurance. Also helped themselves to money out my bank account that that wasn't there's to take. Looking to report them for fraud. Please don't make the same mistake I did and get insurance with them”

Helpful Report

Posted 3 years ago

“Having the same problems where they want to charge me £4.99 processing fee and £4.99 contract cancel fee, totaling £9.98 just to stop my policy from renewing, which, by the way is next week!! DONT USE THIS COMPANY”

Helpful Report

Posted 3 years ago

“DAYLIGHT ROBBERY...!!! Received an email from Nova Direct regarding breakdown cover due for automatic renewal. Searched online and found a new breakdown cover cheaper than Nova Direct with no excess fees and unlimited call outs. Wanted to cancel the automatic renewal when it expires but was told that i had to pay a fee to opt out of the automatic renewal process, they said it was in their terms and conditions (probably in small print). Therefore if you don’t pay them you are forced into automatic renewal every year...!!! So either way you still have to pay them whether you want to renew or not...!!! First time i’ve ever heard that you have to pay if you don’t want automatic renewal. I would avoid this company at all cost, when you first buy your cover with them, you don’t have an option to choose whether you want automatic renewal or not, you are just forced to accept the automatic renewal and when the time comes for renewal, where you don’t want to continue with them you have to pay them to opt out of the renewal process. So be warned, read everything before buying from Nova Direct otherwise you will regret it like i did. Customer Service was not helpful at all, they just want your money...!!! I contacted them twice and both times i was speaking with someone with a foreign accent. I would never ever use Nova Direct again for anything, as i learned my lesson. I would give it 0 rating if i could, 100% DAYLIGHT ROBBERY...!!!”

Helpful Report

Posted 3 years ago

“Not a good company to use, do not explain cover properly to you, this company will charge you a fee every time you use them or call them out, Even when you have payed, then when you want assistance they will charge you again, stay away/stay away”

Helpful Report

Posted 3 years ago

“Got phone insurance and eveytime I tried to get my phone fixed they would hang up the phone or say we will call you back and never do. I've been waiting for over a month to get my phone fixed. I phoned up twice today and said I wanted a refund as they kept hanging up on me and not fixing my phone (that's why I'm paying them every month) Said I wanted all my money refunded if they won't take on my claim and yet again just hung up on me. Essentially what they are doing is fraud . I would avoid this company .....it's cheap but not really when your money isn't actually buying you insurance atall.”

Helpful Report

Posted 4 years ago

“Having to pay to not renew your policy is out of order. I signed up for a year and should not have to pay this ridiculous charge which they claim is in their T&C's. Avoid at all costs!”

Helpful Report

Posted 4 years ago

“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.”

Helpful Report

Posted 4 years ago

“Would leave -1 but sadly no option. Breakdown cover denied - asked for approx time, so gave a very rough time, to be told, sorry computer says more than 6 hours ago. If the time has to be precise, then why not ask ?? i was actually within the 6 hours and had proof....but computer already said no, human not allowed to amend.. oh....and check T&C....£4.99 to stop policy autorenewal ! Cheap £25 policy, what do you expect - money would have been better giving it to charity ..”

Helpful Report

Posted 4 years ago

“I have also just fallen foul of the admin fee to stop my policy automatically renewing as I have managed to get breakdown cover for free with my new car insurance policy. Nova have refused to waive this and directed me to T&Cs that I did not actually receive. They are dreadful. I have had to resort to cancelling all transactions with my bank to stop them taking any more money from me. I’d suggest everyone else on here does the same or ask for your bank to refund you if they’ve already taken it. Nova are absolutely shambolic in the way they conduct their business and I am thankful that I never actually needed them for a breakdown recovery. Avoid at all costs. They’re cheap for a reason. Much better paying a bit more and going with one if the big names like RAC or Green Flag.”

Helpful Report

Posted 4 years ago

“I have found it incredibly difficult to get into contact with this company, they have ignored all my emails. Finally managed to get in touch with a representative on Facebook, who was dismissive.   I took out a claim August last year. Because I didn't read the small print, my claim was denied by a technicality. Nova made no effort to reach out to me explaining that my policy was invalid past the original 14 days. Although it was my fault for not being more diligent, I feel hurt by Nova for acting so disreputably.   I have attached my original insurance policy to prove I am a genuine customer. I have the original invoice for my laptop, along with a letter from the repair shop. Nova have not asked for either of these. My advice would be to stay far, far away from this company.”

Helpful Report

Posted 4 years ago

“Do not use!! Worst service available.no use when my car broke down, had to call out somebody from the phone book. Lots of get out clauses then charge you for anything else they can think off.”

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Posted 4 years ago

“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.”

Helpful Report

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.”

Helpful Report

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.”