“Pet insurance - but not really.
The IPID which is the key information document fails to point out the ridiculous limitations they apply which would mostly leave you with a claim total below the excess. In the policy wording it is not highlighted or clearly set out in a table as required by the Ombudsman, therefore easy to miss, it looks like it’s been added later.
It’s not really insurance for accident or illness on the basis that they limit claims in the following ways;
1. See a vet within 12 hours of issue - but they’ll only cover £90 of emergency or in home fees which are typically at least £250. (What they will cover is lower than their excess)
2. Claim within 48 hours - even though they ask if the treatment is completed on their claim form which makes you think you have to wait. (Although they point out you failed to claim accordingly and then suggest as goodwill they’ll overlook it…mmmm).
3. Excess of £100 - but see below for limitations. This has to be paid up front when claiming rather than when it’s accepted and a proposed settlement is made.
4. Limited to vet consultation at £45 total. Under £100 excess.
5. Limited to medication at £50 total. Under £100 excess, even when combined with vet consultation.
6. Based on timings and claim criteria - you must submit multiple claims for ongoing treatments for things like arthritis medications instead of it being considered part of the same claim. Pay excess again and go through idiotic and archaic claim process all over again.
7. Can’t speak to anyone in either the broker firm or the claims manager.
8. Suspect that the independent Claims Manager is the same company or at least linked as the tone in their replies is exactly the same as the Nova Direct chat responses. Suggesting that any questions to clarify inclusions and exclusions would be ‘advice’ for example so they can avoid confirming the absurdity in writing. Oh and forget any chance of them actually answering any of your questions, instead you’ll be patronised and lectured on completely unrelated matters.
9. They don’t cover any investigations at all - not any. X-rays, scans and so on…you know the costly bits.
10. You won’t find any of this bulleted or clearly pointed out anywhere on their site or partner sites. It’s all conveniently hidden in their policy wording without even a clear heading ‘LIMITATIONS’ to make it obvious.
The Financial Ombudsman should investigate their practices as the other reviews show it’s across the board.
They are shoddy at best and potentially deliberately deceiving consumers at worst (aka obtaining money for services that they won’t be able to rely upon!).”
“Yes,I bought your breakdown policy on 3rdmarch 2024.i recieved some information but I haven't received my nova breakdown policy number.could you help me in this regarding policy no.
Ò”
“Terrible!!
Bought breakdown cover for my son after he passed his test & started driving.
The reason I did this was because if he did have a breakdown it would be covered & sorted & he would be safe!
This morning he had a breakdown & we called them. They wouldn't do anything until we agreed to pay by card the excess (which I wasn't aware of & still can't see on the policy) which was actually more than the policy cost!
My son could have been in danger - but they weren't interested & were only interested in getting more money from me!
A total waste of time & I wish I had never used them!
Within minutes I called my own breakdown service who sorted the problem quickly & acted like a responsible service would!
I guess you get what you pay for - but in this case it was nothing!”
“Absolutely disgraceful service from this company. Insurance is through Nova direct and they are the same company pretending to be independent to deal with claims. I have never been treated this badly by any company ever before. Honestly disgusting.
Left a young woman with a toddler stranded. Said they would get a breakdown recovery then 2 hours later cancelled. Gave me a premium number to call to see if they could help. And then told me in the end there was nothing they could do. I had to sort it myself.
Despite being a gold member (the highest tier) they would only pay £60 to the breakdown company I found myself. And would only pay for mileage from the pickup to the breakdown garage, despite my breakdown company having to take my car home to their garage until the morning as it was night time.
When I submitted my receipt for payment and made a complaint, the emails they sent me were atrocious. No apologies, no kindness, just pure disregard.
Have reported to trading standards and Ombudsman.”
“Used them for pet insurance, they were cheap. And now I know why, they make it very hard to claim, have no customer service, dont send you a policy doc and then they claim they will only pay out less than the excess. An excess fee they ask you to pay to them before you make the claim. Oh and you have 48hrs to make a claim or they say its invalid, I could list more issues. How they are in business I have no idea, I have complained to the financial ombudsman about their unfair practises.”
“I took a short term policy for European breakdown policy for a 5 day trip I was making. Sadly I broke down, rang the team who said that they found my policy and yes I am covered, but unfortunately because "I didn't tell them I was going" I would not be covered for rescue, Basically I was left in a foreign country at the side of a major motorway, with no means of help, they refused to help in anyway. Left me stranded. Still yet to get any correspondence from them on this issue. Use them at your peril ! It would appear from other reviews that this is a scam and I am not the first.
Compare sites STOP letting them use your platform.”
“DO NOT GO WITH NOVA DIRECT! The engine fault came up onto my screen and the car started to lose power and was horribly smoking. I pulled over where it was safe and phoned NOVA… they told me I failed to meet the criteria because my car turned on and wasn’t completely immobilised. I told them I was a young female and alone and they didn’t care. My partner had to drive a few hours to pick me up as I didn’t have the funds to pay privately. They’re a terrible company.”
“I begrudge giving Nova a 1star.
They asked for my insurance certificate whilst I was abandoned with children- Before they would recover my car.
I was on hold for over an hour then trying to chase up without any answer I was given no choice but to pay for a private rescue.
I’ve never written a review before but this situation forced me to do so, just to ensure no one else has to suffer like I did.
I can’t believe in this day and age we are subjected to scam artists like this company.”
“Beware of Nova Direct! I purchased breakdown cover from them, expecting reliable assistance when needed. However, when my car broke down and I needed it to be recovered, Nova Direct failed me miserably. The subcontractor, namely the Claims Manager, heartlessly denied to recover my car, leaving me stranded and helpless.
When I reached out to Nova Direct for help, I was shockingly met with rude and dismissive behavior. Despite paying for their so-called "service," I received absolutely no help when I needed it most. Nova Direct is nothing but an online-based scam, preying on unsuspecting customers with promises of assistance they have no intention of fulfilling.
I strongly condemn Nova Direct for their despicable behavior and lack of integrity. Save yourself the frustration and avoid Nova Direct at all costs. They are not to be trusted, and their so-called "services" are nothing but a sham."”
“I broke down at 2120 I have a silver policy my operator offered local recovery to a CLOSED garage 7.5 miles away I refused to be dumped with a breakdown down car at night in winter until the garage opened next morning. I asked for recovery to my home which is in my policy this was refused as I was offered to be taken to CLOSED garage .I had to pay £240 to be towed home so what is the point in having breakdown policy when you have to pay your self. This company are rouges Iam taking legal advice they are not getting away this.”
“Bought motor excess protection and unfortunately needed to claim on Monday. Was dealt with super quick, got my claims decision (accepting the claim) this morning - less than 2 days later. Very happy”
“This Company is a Dodgy Scammer, there's nobody to speak to and keeps renewing breakdown cover even after cancellation after several years and whilst not having the vehicle with me anymore.
should be reported to the trading standards.
Burn in hell the lot of you forever for scamming innocent people & THEIR HARD EARNT MONEY.”
“This company has a clever way of making money.
You will find them offering a completive rate for insurance on a comparison website, and so you agree and accept.
They will then call you for a "validation call". The purpose of this call is to tell you that the insurance you opted for is withdrawn / no longer available. They will offer you a new deal, several hundred pounds more expensive.
You will, of course, refuse, as this is not what you wanted or agreed to.
They will then agree to refund the money you paid but less a £75 "admin fee" for cancellation, and cite their T&Cs for doing so, even though it is they that cancelled the insurance.
The refund for your money, less £75 takes 8 weeks or more.
You cannot complain as no one responds to you.
Literally money for nothing. Why did I not think of this?!
5 stars for fleecing people, but zero stars for being a reputable company. Sadly, I have to award a minimum of 1.”
