Nova Direct Reviews 5.930

Website easy to navigate and product at fair price

It’s all well and good a company scoring high for customer service and cost BUT when I take out BREAKDOWN cover, the one thing I expect the company to do is cover me in the case of a breakdown!
Unfortunately, after my tyre literally exploded after hitting a pot hole on the motorway I was informed much to my dismay by this company that they would not cover this because I did not have a spare wheel in the car.
I kid you not.
I own a BMW with run flat tyres, which do not have a spare wheel.
In fact, the whole reason I took out breakdown cover was exactly because I did not have a spare wheel and wanted that extra peace of mind in an accident or emergency.
So in summary, I’ve paid for breakdown cover by this company and when I needed them, they literally left me stranded on the motorway and I had to pay a local tow truck 300 pounds.
AVOID THIS COMPANY AT ALL COSTS!!!

Quick, efficient and easy to use, competitive.

I am very impressed with the quick and effective help from Jayla this afternoon. My Wowcher code was not accepted and after I tried for three hours I went to CHAT. Jayla quickly sorted everything and deserves praise!

Absolutely shocking service! Took out a mobile phone policy that was payable monthly and was advised it would be £71.88 for the year, monthly payment taken out of my account and was higher than stated and when I contacted them was advised it’s because they charged me interest now every month! Asked about cancelling and was told I would have to pay a £9.99 cancellation fee and the whole amount of finance outstanding for phone insurance even though I’ve paid one months payment already. Avoid this company like the plague! One of the managers was very sarcastic on live chat and not at all helpful. My husband also took out a policy with them and paid upfront which cost him £50 for the year. Both policies were taken out at the same time. I was quoted £71.88 on my policy which states it includes IPT, however I am also being charged additional interest on top of this. Now to cancel they will make me pay outstanding finance amount even though only one month into insurance policy plus will charge me a cancellation fee.

I’ve had a good experience with customer service. It was quick and effective.

Easy to contact and hassle free solution by Morgan. Guided me through the issue from start to finish.

Morgan was great. Really helpful and did his best with your clunky software. I am computer literate but found it difficult to navigate around your dashboard ie minimizing the chat window and cut & pasting policy details into cancellation window.

I paid around £420 for a pet policy and paid a premium to pay by monthly instalments. When I needed to make a claim I discovered the small print. Firstly I had to pay the £100 excess to the insurers - no problem. Then they returned to me and wanted another £156 as I had to pay the full years premium. I then had to pay the full vets bill at which point I am now £650 out of pocket. They gave me just £140 back. It would have been cheaper to not have been insured at all than to go with this company. They only pay £50 max towards meds regardless of how many medications your dog requires. They pay just £45 max towards a consultation fee. My dog had to have 2 consultations hence they reached the figure £140 but bear in mind I paid £100 of that with the excess. I then found myself trapped in their policy til the year end knowing if my dog fell ill I would not be covered. They rip people off with all their exclusions stay away is my advice! The ombudsman would not do anything as it seems such unfair contracts are legal.

I purchased breakdown cover in 2023-24. My car broke down at Manchester Airport in Oct 24 after a long flight back from San Francisco. The rear brakes seized & Motorhome uk advised it was not safe to drive my vehicle home. Nova Direct refused to offer any further assistance despite the fact I had purchased a silver policy and was entitled to local and national recovery.
After spending 3 hours on the phone to Nova Direct, I paid £260 for a private company to tow my vehicle home. A formal complaint was subsequently submitted to Nova Direct but as they never responded, the complaint was escalated to the Financial Ombudsman. After nearly 12 months, Financial Ombudsman deemed Nova Direct had acted unfairly & I was awarded reimbursement of recovery fees & compensation. Nova Direct have never apologised for their appalling service & I would never use this company again as a result of my dealings with them.

I had to cancel my policy, I'd moved abroad. Morgan was very helpful, explaining the process to me. Thanks Morgan.

Woucher deal hadn't been easy to navigate but when on Nova site the information site was fairly simple and product was exactly what I wanted. Will stay with company if service is good if required, and premium is competitive. Cancelled auto renew but menu didn't have an entry for comparing the market at renewal.

It was very straightforward to complete. Very good value but can only judge properly if I have a breakdown and see how well the company performs then.

It was good, got the job done

Great communication great service, excellent price.

I purchased a policy from Nova direct recently. I haven't used the breakdown cover yet so I can't comment on that. However, the pricing was competitive with no hidden extras . The level of cover was better than other more expensive policies.

Thank you Jorden for your help and understanding, good customer service

Morgan was great picked up my chat quickly and ran through the process quickly and easily - great job !

Jordan was really helpful with my query and went above and beyond to speak to her manager to get the issue sorted.