Nova Direct Reviews 5,981

Joshua helped me on the Chat option as I was having problems linkjng my policy to my account. He was very helpful and got me sorted.

I needed some help with a policy renewal as I had changed my gadget. I spoke with Joshua who was very helpful in talking me through the process of linking the account policy and opting out of the renewal. Thank you very much for your fast understanding of my issue and the ease of instructions to assist me. Problem solved!

MANY THANKS JOSHUA!

If you would like to be stuck on the motorway at night then go for this company. I had been with them for three years, I renewed and paid promptly BUT when my car broke down on motorway on winter Sunday night they didn't show up. They said its my fault that the car broke down.
I have been with other companies and never had such experience, DONT BE DECEIVED WITH THOSE CHEAP QUOTE ,they find excuse not to turn up.

***Update - The policy details finally came through, though after this issues I have experienced and reading about the other users experiences that have been let down when needing actual breakdown cover I opted to cancel.

First I cancelled auto-renew, they actually have a drop-down as to WHY you want to cancel auto-renew, madness!

Then I select the cancel button and was smacked with a requirement a £9.98 cancellation fee!

This company screams dodgy practice ***

I took out a breakdown recovery + Windscreen cover policy last week, when I was checking out with the policy the page froze. I left it for about 5 minutes before refreshing.

I waited for confirmation of the policy via email but nothing came through, but the payment appeared as processing on my bank statement.

I contacted their support via chat to be told that the policy had failed, how is that so when payment was processing? It was then during the same chat that they changed tact and told me that once the payment was processed I would receive policy details, hmmmmm really?

Payment has been processed today, I contacted their support (support is a very loose term)

I'm not 100% that 'Joshua' was even human, there was zero compassion it was such a cold sterile response in the chat. The only thing that came out of the chat was an email for me to forward my issue to.

I have raised it with my bank hopefully they can resolve the issue. Stay away from this company!!

Joshua was very helpful and answered all my questions in a professional and timely manner.

I spoke with Joshua today he was very polite and helpful. He helped me make a change on my policy, which did it in no time. Thank you😊

Was talking to your inployer Joshua about a problem with my breakdown was very helpful and polite and very professional could not do enough to help me with my problem also will recommend your chat line as easy to use and great staff if Joshua is anything to go by

Joshua was very helpful got my issues sorted in minutes

It was easy to do this breakdown online very good cover really pleased what they offered me for my car.

Ok I found it easy to get started, the hole
Procedure I found easy so far
And can I take the time to let you know that I am giving you notice that I am going on a trip to Europe France leaving on the 30th of March coming back 4th May.

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.