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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

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

“So this company is really really bad.. If you're about to purchase a policy with this company and thought to search reviews first think yourself lucky you are reading this. Imagine you have broken down its raining you are on a motorway with cars flying past at high speed and you find out your calling a business that doesn't care. You will regret ever using these. All I can say is do not under any circumstances use these, pay a bit extra and go with a company that will treat you like a paying customer. I also fully recommend you read their T&C word for word because they will 100% use them against you with zero humanity. They also have admin charges for everything the common amount is £4.99. They also automatically set you up to auto renewal policy's if you don't want to renew its £4.99. You have been warned Their customer service people are terrible to talk to, I had to call them over and over to try and complain. I ended up with the so called owner of the business coming on the phone ranting like a lunatic at me, this business gives the impression its struggling if the owner cannot control his emotions and has to come on the phone in an emotional state to argue over £4.99. Take your business to a professional insurance/breakdown company.”

Posted 4 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...!!!”

Posted 3 years ago

“My breakdown insurance was due to expire and I did not wish to renew it. Unbelievingly they charged me £4.99 to opt out of a contract that had expired, Very odd. I have not heard of this practice before. You will see on the Trust Pilot review site that there are many five star reviews. However, the majority are from customers who have been asked to leave a review in return for free legal cover. In effect they leave a glowing review in return for only buying the policy and not actually using it. Have a look at the reviews from folk who have actually had to USE it and it will tell a different story. Many shocking tales of woe and disappointment.”

Posted 4 years ago

“took up the wowcher offer after phoning nova direct break down twice each time took over 30 mins plus to pick up had no paper work sent it via email i canceled the next day so in total had the policy 2 days policy phoned after 45 mins told to go via the refund service did all asked of me now 6 weeks later not a penny back asked wowcher to get involved they said its down to nova direct this is not good how do they get away with it ?”

Posted 4 years ago

“This company are fraudsters and completely do not follow standard protocols set by the financial regulators! You are required to ask customers if they wish want to opt into or out of ‘auto renewal’ which 100% did not happen, they auto renewed our policy at a changed financial rate due to a request for support we had made the year prior but did Nova direct not assist us in any way at all, on attempt to cancel our pathetic useless and ridiculous policy they then stated that they offer no cooling off period at all (extremely poor professional conduct!) & you want us to pay a £4.99 service charge (Nova direct have given no service when asked or required they have been completely useless) and £4.99 cancellation charge of a policy I did not want in the first place. Not only did Nova direct not help when we actually required assistance but then tried to increase my policy fee because of it. Nova Direct are aiming to act like legalised theives but I will ensure I warn as many people as I can to avoid your company as possible! Please share and do NOT use this robbing thriving company!”

Posted 4 years ago

“Terrible company, auto renewed my breakdown policy and said I received an email about auto renew. I did not receive this email the charming customer service agent informed me it was tough and I will not get £43 back. I can cancel the policy in 12 months and also need to pay a fee for this! Avoid this company at all costs now I am trying to get the money back through my bank and they can dream on if they think I'm paying £10 to cancel a policy in 12 months!”

Posted 4 years ago

“So this company is really really bad.. If you're about to purchase a policy with this company and thought to search reviews first think yourself lucky you are reading this. Imagine you have broken down its raining you are on a motorway with cars flying past at high speed and you find out your calling a business that doesn't care. You will regret ever using these. All I can say is do not under any circumstances use these, pay a bit extra and go with a company that will treat you like a paying customer. I also fully recommend you read their T&C word for word because they will 100% use them against you with zero humanity. They also have admin charges for everything the common amount is £4.99. They also automatically set you up to auto renewal policy's if you don't want to renew its £4.99. You have been warned Their customer service people are terrible to talk to, I had to call them over and over to try and complain. I ended up with the so called owner of the business coming on the phone ranting like a lunatic at me, this business gives the impression its struggling if the owner cannot control his emotions and has to come on the phone in an emotional state to argue over £4.99. Take your business to a professional insurance/breakdown company.”

Posted 4 years ago

“Phoned when car didn't start, was told not allowed to claim in 1st month? (2 days short) sorted flat battery, and all ok for 3 weeks then issue with cutting out, was told as I'd already claimed!!!!! With non starter issues and had no evidence/ garage receipt of it being fixed ( flat battery charger?) I could not claim again for same 'electical' issue. Then told I'd already had 2 of my 6 claims within a twelve month period!! So I've four left, and had no help whatsoever. And stranded in middle of nowhere,,, just one big scam, will be reporting them!!”

Posted 4 years ago

“DO NOT PURCHASE!!!! if I could give no stars I would!!! Basically.... You get EITHER roadside assistance OR recovery.... You cannot have both at the same time AND you CANNOT call them out for the same problem... You need to get the car fixed first BEFORE you can make another claim.... Ok.... So.... My car is a non starter and has been abandoned by the 3rd in line recovery company who were called by the 2nd in line company who were instructed by the underwriters Pex Insurance!!!! Confusing and frustrating!!!!”

Posted 4 years ago

“These people are worse than useless. Do not use them!! This £4.99 for cancellation of a policy is not the worst, they used my card details to take £33.98 for renewal of a breakdown policy which, a month before, I had told them I did not want to renew!! Don't go anywhere near them. Fortunately First Direct bank are trying to get the money back. Be careful! DJ”

Posted 4 years ago

“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!!!”

Posted 4 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.”

Posted 4 years ago

“!!!DO NOT BUY FROM THESE CON ARTISTS!!! I contacted them to say we wont be renewing my breakdown cover as I no longer have the car and they tried to charge me 4.99 to opt out of the auto renewal and a further 4.99 to remove my data from their system....unluckily for them my Dad loves companies like this so I passed all info on to him. They waived all charges within 17 minutes of him connecting to someone on the chat help :) If you have issues with them then just bombard them with snippets of their policy terms and they will go back under their rock. Because they have an end date on the certificate they are breaking the law by auto enrolling you and if they dont remove your data after the policy has ended they are also breaking the law!”

Posted 3 years ago

“My policy accidentally auto renewed. I tried to cancel within the 14 day cooling off period. They told me I couldn't and they would keep the premium and I would have to pay £4.99 on top of that to cancel the policy and another £4.99 to cancel the next auto renewal. I phoned, wrote and exhausted their complaints procedure, getting nowhere with them - they even told me the Financial Ombudsman Service had upheld previous cases. I then filed a complaint with the Financial Ombudsman Service and they immediately returned my premium with no charges deducted and apologised!”

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”

Posted 3 years ago

“Outrageously bad. Spilt water on my laptop which says it is covered under my policy. BUT I took the laptop into apple to asses damage as it was urgent and then rang Nova. Because i did not ring Nova first they say i can not make a claim. They also say that they would want to use their own dealers and NOT an Apple dealer or recognised associate. This would void my Apple Care policy and apple warrantee. This is OUTRAGEOUSLY COWBOY. DO NOT USE FOR GADGET INSURANCE.”

Posted 4 years ago

“Had to pay when I didn't want to renew the policy after it came to the end.. WHO DOES THAT??? Rip off merchants that's who..”

Posted 4 years ago

“Read the terms very carefully. Weaseled out of paying for my broken screen through the insurance and then the added insult of having to pay £9.98 to stop the auto-renewal of the original policy! Absolute disgrace.”

Posted 4 years ago

“Wish I could leave 0 stars. Very poor customer service and they hide poor reviews and posts. The sign up is not very clear on the actual terms, it only covers new or manufacturer refurbished items - not re-sold items. This was found on trying to validate the insurance and NOT mentioned on the GoCompare website or the NOVA Direct pages prior to taking any payment. The item must be insured in the name on the purchase invoice and owned by that person, so no gifts or presents can be insured. Once you find this out you are locked in with £10 cancellation fee and no communications. Beware of these people and try elsewhere.”

Posted 4 years ago

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

Posted 4 years ago

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Nova is rated 1.1 based on 119 reviews