Nova Direct Reviews 5.930

Really glad I rembered to cancel auto renew on this rip off. European breakdown insurance, that when you break down, leaves you on the side of the motorway in Belgium not knowing how to get recovered. Under no circumstances hand over money to these thieves.

Joshua, was very helpful and patient with me.

I spoke with Joshua who was very helpful with advice on how to retrieve my existing policy Thank You AOK

Unhelpful and unfriendly customer service, who don’t understand what they are talking about. Don’t know the difference between a refund for unused policy and the cooling off period. I need to follow up with FCA and insurance ombudsman as don’t believe their policy meets the 2015 consumer rights act. I Need to read the small print more as this was not a good contract.

Very poor company, terrible description of insurance cover, extremely difficult breakdown call centre.
I expressedly did a search for van breakdown as I need it for my work van. During the whole process of applying, no mention was made of them not covering the van for business use, I specifically searched for van insurance.
Broke down and had a very bad experience with the call agent hanging up on my 3 times due to a bad connection, they had no patience or interest. Then after going thru the whole call, I was told the claim was denied as they don't cover business use.
Fine, if you don't cover business use, don't include yourselves in results for a search of van breakdown, which is obviously going to be for business use!
A total waste of time and money, plus added to the stress of a breakdown.

I had a very disappointing experience with Nova Direct.

Our car’s undertray fell down due to worn clips, which caused it to drag and scrape the ground when we tried to move the vehicle slightly. The contact with the kerb was a consequence of the undertray already hanging down, not the cause of the problem.

However, when we called for breakdown assistance, the request was declined because it was classified as an “accident”, which is simply incorrect.

During the call with a staff member, we tried to explain the situation, but she repeatedly interrupted and did not listen to our explanation. English is not our first language and she spoke very quickly, so we had difficulty understanding what she was saying and had to ask her to repeat several times. We did not even realise our request had been declined until we received a follow-up email afterwards.

When we asked how to make a complaint, she told us there was no complaint channel and that we should “Google it ourselves”. We later discovered that Nova Direct does in fact have an official complaints process.

Because assistance was refused, we had no choice but to arrange and pay for repairs ourselves.

Very disappointing service and poor customer support.

Purchased a phone cover and had some questions regarding validation. I was connected to Joshua on the live chat who was able to answer all my questions. His service was very timely, response time was fantastic, he was very professional and friendly!

I was having problems with logging into my account and the live chat was very helpful, thanks to Joshua I could log in now and make amendments.

I made an error on the start date on my policy. Got on to the chat and messaged with Joshua. He was very helpful, gave me clear instructions to correct my mistake and it all took about 15 minutes and all was sorted. Very efficient service

Customer service was exceptional. I contacted Nova Direct to query a renewal. At first I didn’t want to use the online chat because I was concerned that it might be a chat bot. I was connected with Joshua and he was very patient, understanding, helpful and reassuring. He provided instant links for me to access my online account and was checking the whole time if I was still online. I can highly recommend Joshua as part of the customer care team. He certainly smoothed out a stressful day.

Just a terrible company. They set you up on auto renewal, and then when you go to cancel it, they charge you for the entire year!

Avoid using them!!

Bought discounted 1 year breakdown cover with home assistance inc extras. I then added lost/stolen keys for £4.99. Well worth buying. I've used NOVA before & they were very quick to come to my rescue

Joshua was very helpful and answered the questions I had :)

clear information and competititve prices

The website is simple to navigate, the products are laid out well with the prices obvious. Very quick process from start to finish. Have previously had to the use the breakdown cover & that was hassle free from start to finish & quick. Will definitely continue to use this company.

Jayden was brilliant and so helpful, really impressed with this company so far.

Easy to set up.Good levels of cover with extra options

I dealt with Finn he was really patient and helpful. Thank you so much finn.