Name: Nova
Rating: 1.07

“Bought recovery with them. Tried to log into the account and it would not work. Contacted them, rude unhelpful answer and then comlletely ignored. If they can't help with a simple query then I wouldn't trust them to recover my car.”

Helpful Report

Posted 4 years ago

“RIP OFF!!! They gave a good quote online - through Compare the Market. I checked all the details and clicked to buy it. They rang me and said that one of my none fault claims is showing as a fault claim, and my insurance will need requoting - MUCH higher! - even though I've never had a fault claim and even my renewal shows it as a none-fault claim. So, cancel the policy obviously - not even active yet, quote for early Sep - of course sir, that'll be SIXTY QUID!!!”

Helpful Report

Posted 4 years ago

“I am actually disappointed that I have to give a 1-star review but that appears to be the minimum available; really it should be a 0-star review. My wife's car broke down on a slip-road on the motorway after she drove over a metal object. Her tyre was completely flat but thankfully it wasn't a blowout. She phoned Nova Direct & was greeted with a number of questions before they could proceed; one of the questions was if she had a jack available. She said she wasn't sure but she thought not as she hadn't put one there herself. The immediate response from the gentleman in the "help" centre was that they could not send someone to fix her tyre as it was a requirement of the policy to have a jack on-board the vehicle. I phoned up after this & was greeted with the exact same person that my wife had been speaking to & was informed in typically monotone & robotic terms that they could send a breakdown van as it stated in my policy that you had to have a jack on-board. I have numerous breakdown cover policies over the years & never once has it been a stipulation for a jack to be on-board the vehicle. I explained to the man that she didn't think she had a jack but that it was a redundant question as surely the breakdown van would have one anyway. After a few back & forths & absolutely no progress being made I asked what the next steps would be for me to get someone to go out & help my wife - I was given nothing. I asked to speak to a manager & was told that I was speaking to the manager, which I think highlights the budget nature of the business. I ended up hanging up as he had absolutely no empathy for my wife's situation, no professionalism & no intention of sending someone out to help. I emailed after this demanding a refund & received 4, yes 4, fairly substantial emails with legalese jargon. They refused to offer a refund yet bizarrely also sent an email asking for a small additional payment to cancel the policy even although in one of the other emails they said it was not possible to get a refund. I have never dealt with such a cowboy breakdown cover company in my life. One of the emails received was from PEX insure, who perhaps not uncoincidentally, had the same address as Nova Direct. In all my email communications I never once received a name, just a generic 'Customer Services' email sign-off. I cannot stress enough that consumers should avoid this company at all costs.”

Helpful Report

Posted 4 years ago

“AVOID Do not ever bother with them worst customer experience ever! Tried to cancel policy several times got forced to pay in full never received a payment confimation still trying to cancel and get a refund after 6 phone calls a numerous emails! AVOID”

Helpful Report

Posted 4 years ago

“The worst services ever. A terrible company that I feel will collapse soon (hopefully). Extremely poor customer services that has lead to me having to involve the legal system to reclaim a refund I was owed and promised over 2 months ago. Their responses are incredibly rude and unprofessional. AVOID THIS COMPANY!”

Helpful Report

Posted 4 years ago

“A terrible company in customer service and satisfaction. Had I read all the reviews I would not have bought their breakdown cover. I had a car breakdown today, called them. I was told a local recovery would come within 60-90mins. Never showed up despite telling them I had to get to work.They kept tossing my calls to different agents seeming to avoid me. I had to arrange to get my car to the garage myself while they kept changing times. Never came for about 4hours.only after I told their agent I had moved my car that someone called to say he is coming to pick up the car.sounded fraudulent. I would advise anyone else to stay clear of this company. Unfortunately I had paid for the year else I would have cancelled the policy.”

Helpful Report

Posted 4 years ago

“Conning horrible company. Quoted me one price on a comparison website, took my deposit then doubled the monthly payment. When I objected to this they refused to pay my deposit back and I was forced to take a reduced insurance package. They then tried to take more money from me a week later by direct debit, when I complained they threatened to take me to court unless I paid by 5 pm that day and tried to cancel my policy. Luckily I knew I was within my 14 day cooling off policy and cancelled them myself, also making a formal complaint to the Financial Ombudsman.”

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Posted 4 years ago

“This is a broker, they are a rip off. They advised insurance prices via comparison sites and confirm start dates when they are not even providing the insurance. They will change the quote and if you don't take what they offer be warned they WILL take any deposit you have paid. TOTAL RIP OFF.”

Helpful Report

Posted 4 years ago

“May 2019 I took a breakdown cover out for my brother I paid with my debit card they took the payment straight away without any fuss I realised I had taken the wrong cover out my brother cancelled the policy with 24 hours I then took the correct policy out once again paying with my card putting the policy in my brothers name My brother as requested the refund for the cancelation of the first policy they replied back stating due to the name on the payment card being different to is name they cant refund the amount due untill theyinvestergate however they took 2 payments from my card knowing it was a different name on yhe policy I have sent them proof of my bank statement which theyrequested however still no refund they are a disagrace”

Helpful Report

Posted 4 years ago

“Breakdown cover is a joke! My car broke down, smoke was coming from the bonnet so I called Nova Direct. I was told that they will not provide rescue service as they "didn't believe" that my car was not fully immobilised (even though that's not in the terms and conditions) after talking to the ill mannered agents on the phone for over half an hour, they finally agreed to send out a tow truck. The car wouldn't start at all and needed to be towed away. I put in a complaint, for the way I was treated by Nova, 2 weeks ago and have received no response!”

Helpful Report

Posted 4 years ago

“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 incur the cancellation 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 Cancellation 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 4 years ago

“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 4 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 4 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 4 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 4 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.”

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Posted 4 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 4 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 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”

Helpful Report

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.”

Helpful Report

Posted 5 years ago


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

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