Nova Direct Breakdown Cover
Spotlight: What are our customers saying?
First use of service. Excellent response from initial reporting of problem to rapid arrival of mechanic and problem sortedRead on
PLEASE READ – They will refuse to assist in a breakdown. We completely lost power in the car and managed to limp off a dual carriageway into a Travelodge car park. The car would then only start in...Read on
As with so many customers i have had an awful experience with NovaDirect, however I will try sbd spare the details and keep it as brief as i can. Car had broken coil spring and top mount, causi...Read on
Do not buy this Breakdown cover, absolute rip off. Basically spent 25 minutes following a breakdown trying to justify recovery to a PEX Insure "Claims Assessor", when my rear suspension...Read on
Rip off company in cahoots with nova-direct. Lost my mobile but wriggled out of paying by saying i didnt validate my policy. They still kept taking the monthly payments though. Scammers through and...Read on
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Car breakdown cover
First use of service. Excellent response from initial reporting of problem to rapid arrival of mechanic and problem sorted
DO NOT BUY!!! £10.00 TO CANCEL AT £30.00 BREAKDOWN POLICY. FIFTEEN MINUTES ON THE PHONE TO CANCEL JUST TO BE TOLD THAT THEY WILL SEND A LINK TO CANCEL THE POLICY - THEN THE LITTLE SURPRISE OF PAYING A FIVE POUND ADMIN FEE AND A FIVE POUND CANCELLATION FEE!
Disappointing and unethical company - AVOID DOING BUSINESS WITH NOVA DIRECT AT ALL COSTS.
On March 21 I discovered my car had a flat battery. Nova Direct sent a breakdown recovery vehicle for roadside assistance.
My vehicle was locked and would not respond to the electronic key fob. We needed to gain access to the cabin of the car so that we could open the bonnet and recharge the battery. So he took the manual key that was hidden inside the key fob and tried to use that to turn the manual key lock in the driver’s side door. But it didn’t work and the door would not open.
The breakdown guy was pretty hopeless. He thought the lock was jammed and needed oil. He didn’t have WD40 in his van, which I had to go and source myself to squirt in the manual lock. Then he tried over, and over and over again to turn the key (anti-clockwise).
He looked for another key entry point in the boot but couldn't locate one.
As a last resort he suggested he could dismantle the wing mirror to recharge the battery from the indicator light but he wasn’t insured to do so and thought he might break the mirror.
Then he said he had run out of ideas and left.
That night I called Nova Direct and explained all of this and they said it sounded like I needed a specialist locksmith, but because I hadn’t paid for extra key insurance they could not help. I accepted this. The Nova Direct representative did, however, say that if I succeeded in gaining access to my vehicle they could send out another call out (my policy entitles me to six in a year and this had been the first).
The next morning I attempted to gain access to the vehicle and did it fairly easily by turning the key CLOCKWISE. The representative they had sent had for some reason been unable to work this out. All i then needed was a jump start and charge on the battery.
I called Nova Direct only to be told they would not send a second call out for the same reason and each one had to be unique, despite their operative being at fault the night before and despite their call centre representative telling me that I would be supported by a second call out the night before.
All this has happened during the Coronavirus outbreak leaving me hampered and unable go use my car to get essential supplies.
This is a disappointing and unethical company - AVOID DOING BUSINESS WITH NOVA DIRECT AT ALL COSTS.
Car did not start this morning, asked Nova to send recovery driver, they asked me if you are key worker need letter from police I told him don't need the letter. Spoke to Local Police, Officer told me we don's issue letter, Recovery company should read the advice on UK GOV website, made another call to explain, that you I don't need a letter. he refused to send recovery driver without providing confirmation letter from police. Just scam company won't do the business again.
PLEASE READ – They will refuse to assist in a breakdown.
We completely lost power in the car and managed to limp off a dual carriageway into a Travelodge car park. The car would then only start intermittently, when it did there was no power, when trying to put my foot down on the accelerator light blue smoke came bellowing out of the exhaust (a very large amount) and the car cut out. The car would not move! The date was 02/06/22 (the double bank holiday) and it was about 6pm.
I contacted Nova breakdown, and explained the breakdown, I was then told that my breakdown was declined, because I was able to get the car to a safe place, meaning it was mobile, I explained to the advisor the car would not start, and when it did there was no power, the best she would offer is for me to pay an additional £100 for somebody to come out, (which I would not get back if they arrive and the car started). She also refused to put me through to her manager.
We had travelled about 4hrs and were completely stranded about 200miles from home on a double bank holiday, with 2 children and a car that started intermittently, when it did it had no power, blowing lots of smoke and then cutting out, in the words of the policy ‘the car was immobile’. But breakdown assistance was refused.
Our outcome was to stay the night and seek assistance from another breakdown service all at our cost, even though we were GOLD MEMBERS of Nova since August 2021. The issue with the car was the EGR valve and this needed replacing to fix the car and make it mobile!
As with so many customers i have had an awful experience with NovaDirect, however I will try sbd spare the details and keep it as brief as i can.
Car had broken coil spring and top mount, causing the collapsed suspension to over heat on the wheel.
Refused recovery as 'vehicle could still be driven forwards' and therefore apparently not authorised. Onward travel refused as recovery wasn't authorised. Phone operator during call was rude and unhelpful.
Had to pay for my own recovery.
Applied for a copy of phone calls made during the recovery but not received these. This is actually a breach of law and the Information Commissioners Office is investigating this.
Raised a complainant to NovaDirect and 6 weeks later they did call me back. They maintained I was not entitled to recovery as apparently the vehicle could still be driven, and the fact it wasn't safe or roadworthy is irrelevant.
They offered me the price of my recovery back. I refused the offer and said I wanted the premium cost back aswell, but this was refused. They said they would email me the summary of our call but never did.
So I raised a second complaint to customer relations manager, asking for premium, recovery cost and £150 quid compensation. They rang me 2 days later said they would email me but never did.
Still never received copy of calls.
I have now progressed my complaint to the Financial Ombudsman and awaiting response... will keep you updated.
I feel foolish and annoyed for going with the company, a quick search and some common sense when looking at the price may have saved me the aggro.
But still inexcusable... DO NOT USE THIS COMPANY
Do not buy this Breakdown cover, absolute rip off.
Basically spent 25 minutes following a breakdown trying to justify recovery to a PEX Insure "Claims Assessor", when my rear suspension was on the road under my car !! RECOVERY WAS REFUSED. WISH I HAD READ SOME OF THE REVIEWS OF THIS COMPANY BEFORE I TOOK OUT THEIR "GOLD" BREAKDOWN COVER
Mobile phone insurance
Rip off company in cahoots with nova-direct. Lost my mobile but wriggled out of paying by saying i didnt validate my policy. They still kept taking the monthly payments though. Scammers through and through
Do not take the risk of buying breakdown cover with Nova Direct. Please pay the extra and go with a reputable company, like AA, RAC or Green Flag.
I broke down on the M6 about 9pm with young children in the car. Thankfully I was near the services and managed to crawl along the hard shoulder into the services as my car lost power.
I called Nova for recovery as I have the top notch Gold membership. However, I was told to try and find a hotel as nobody could come out at night. And because I am in a safe location it’s not necessary to come out. Told to call back in the morning and maybe they can find a service to send out and tow me to a local garage. Only maybe.
My policy wielding states I have national recovery and onward travel but after three phone calls and questioning I was told I cannot receive this service as I am too far from home. Some kind of loophole and impossible to get.
I’d like to know what the poor buggers on the basic plan get.
It’s not nice breaking down with children in the car, at night and so far from home. Do not take the risk with this company, they are scam artists. You get what you pay for…you pay peanuts, you get monkeys.
It’s not nice
Break down cover
DO NOT BUY FROM THESE!!
I purchased breakdown cover and needed to claim within the 1st 30 days. They stated that ''Battery, Ignition or Electrical faults within the first 30 days of the commencement of the policy are not covered.'' They didn't even attend and left me at the side of the road even though I had a blown head gasket which is nothing to do with the exclusions
Total waste of time. I noticed an intermittent fault night before then could not start car following day. The insurer claimed it had not contacted them straight away therefore not a valid claim. Would not help. Waste of time and money. Long wait time to call centre in India.
THIEVES and CHARLATANS stay well clear. Impossible to speak to someone direct and even worse trying to get a refund as we discovered.
When not wanting to renew my policy I requested that it be cancelled and the premium refunded. The company has refused to refund me as they claim I cancelled my old policy not the renewal. Why on earth would I canel a policy that was due to expire in a matter of days???? A response from Nova Direct would be nice as they don't seem to acknowledge any negative reviews.
As you can see from the reply from Nova Direct they don't care or acknowledge any responsibility for the obvious error. When you pay an admin fee to have a policy cancelled you expect a competent level of service not this ....
Bought a car breakdown cover through groupon for around £15 which luckily I never had to use. I received an email a week before my policy ran out informing me that they had renewed my policy and had taken £55 out of my account. I tried to ring to speak to someone which is impossible so I had to go to the website to cancel this only to find out I had to pay a £10 fee to cancel. After doing this I am now waiting on a refund of the £55.
I would strongly advise people against this company unless you like the stress.
I could only imagine the pain you would go through if you need to use this company for a breakdown
Car breakdown service
Nova Direct and their sister company PEX insurance are scammers and crooks. Please please don't ever buy car breakdown service from them. We had a nightmare experience with them recently which we want to share with everyone so that people stay away from this corrupt company. We were in a breakdown situation recently on the M6 motorway . Around 1 pm we raised a breakdown claim. The car was completely dead and we had a young infant around 2 years old in the car. First of all, the sub-contractor (PEX) they used, their customer service representatives are so rude and have no sense of customer service. They took ages to understand our issue and almost wasted 90 minutes to even start the claim process and dispatch the driver. Secondly they were ...-bent on telling me that they will tow our car to the nearest garage. Our policy was 'National recovery' and explained to them that once the driver will come it will already be too late for any garage to serve me as it is Sat and then next day being Sun what we will do in a place almost 2hrs away from our home. As part of our policy they have to give me overnight travel in a hotel which will cost them more money than towing the car back home. The guy on phone told us that they need to raise this directly with Nova direct as they are PEX and managing the claim on their behalf.
We spoke to nova then and their rep told us it is the claim admin discretion what service they are offering. This was a shock as our policy ‘National recovery’ clearly states that in case if they can't repair and the local garage is closed then they are obliged to tow the car home. After a bit, the Nova guys stopped responding. The standard contact number goes directly to PEX. Basically both are the same and they just play games with their customers to avoid helping them. Anyway after waiting for 4-5 hrs on the motorway the PEX recovery driver arrived. Till then the car system was frozen and even the boot was inaccessible. The highway maintenance/traffic police were asking us to remove the car ASAP from the motorway. 5hrs to attend a family who is broken down on a motorway with a 2yrs old child is totally unacceptable. Anyway the driver came in and he tried to charge the battery and some other gimmicks but he wasn't able to fix the car. He was totally incompetent and didnt have the right tools in his recovery van.. He told us he needed ‘specialised’ tools to tow the car. We were like what! you have got a recovery van and haven't got the tools to tow the car which is the main thing any recovery company will do. He then told us that he will contact his supervisor to ask for more assistance and will let us know. He went into his van and after some time left the scene without even informing us. We called PEX again and the rude supervisor, to our further shock, told us that the ‘special thing’ to tow our car was a special instrument and our policy doesn't cover that. This was news to us as never ever we have experienced that a special instrument is required to tow the car when it is broken down. We have used so many other (budget) breakdown companies not AA or RAC and they have always managed to tow the car. It was now almost 5-6 hrs that we were stranded on the motorway and the traffic police told us that we have to remove the car now. We paid them £150 to tow the car. Their contractor came immediately and firstly they were able to charge the battery which Nova/PEX contractor wasn't able to. This released the key from ignition and unlocked the boot as well. They were also able to tow the car to their compound. They then dropped us to the nearby service. We took a cab to the nearest station and took a train costing us (£80) to our holiday destination.
The way Nova/PEX treated us was inhumane and devoid of any customer service and general sympathy. We raised a complaint using their website and almost after a month they responded with the audacity to defend their shoddy customer service with no apologies or compensation.
CON ARTISTS!!!!! AVOID!!!!
Van chucked its guts up and emptied the oil everywhere. Totally unsafe to drive, not to mention illegal to drive a vehicle with heavy leaking on a public highway.
Was refused breakdown assistance on the grounds that the van was "able to start and drive forwards and backwards under its own power"
DO NOT BUY BREAKDOWN COVER FROM NOVA AS YOU WILL NOT BE COVERED IN THE EVENT OF A BREAKDOWN. YOU WILL HAVE THE FALSE SENSE OF SECURITY OF BREAKDOWN COVER WHICH IS USELESS!!!!!!!!