Novadirect Anmeldelser 

I had roadside assistance insurance with Nova Direct and our car broke down while traveling on a motorway in France with my wife, my disabled child and my 4-year-old daughter.

After contacting them, I was told to wait while they arranged a tow truck. After waiting for about six hours in the cold, I learned they couldn't find a contractor and I had to arrange the private tow truck myself.

As a result, I had no choice but to pay £300 for the tow truck and £150 for the hotel. They later said they would only reimburse up to €75, which doesn't reflect the actual tow truck costs, especially on a motorway abroad.

It was extremely upsetting to be in this situation with young and vulnerable passengers. Based on my experience, I would not recommend this roadside assistance service for travel outside the UK.

Terrible. Not transparent at all. You can't even find the small print. Don't pay out. Wash their hands of you after passing over to whoever their corrupt insurers are (I still don't even know their name!) Only offered to pay one-quarter of my claim. I couldn't even find the small print to why they refused to pay the whole thing. Insurer tried to scare us into not appealing. Corrupt corrupt corrupt. Do not use.

Total robbers unscrupulous failing to provide breakdown cover. When I complained they cancel my policy immediately they are meant to give 14 days' notice. As a result, I've started a claim against them. Which they are defending, which is unbelievable as the claim is only for £14 for the loss of premium..

Absolutely disgraceful service from this company. 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.

If I could rate it zero, I would!! I bought a two-week breakdown cover policy for my son, who was driving to France. Easy to buy, but I couldn't get help when he broke down as you have to tell them you are going away by clicking on a link on the third page of the documents they send you! If you don't tell them you are travelling, your policy is void! You would think it would be mentioned in the welcome email! In all my years buying breakdown cover, I have never had to let them know that I am travelling!! Especially as it was for a two-week period - Of course we are travelling!! Absolute Scam!! Would be interested to know how many people have actually filled in this form! Avoid at all costs - Or make sure you fill the form in!!

Dear Nova Direct/Pex Insure/Bumblebee/whatever else you 'trade' under,

As Trustpilot is the only way I can elicit a response from you I will continue to post here with a 1 star review until we make some progress.

I have emailed you almost daily for 3 months, I have had live chats and I have telephoned you countless times. I get nowhere.

You took £150 excess from me on 6th September, took 2 long months to decline my claim (wrongly in my opinion) and then promised to refund my excess within 1-2 weeks. YOU HAVE NOT DONE THIS. You have had my money for 3 months and 2 days now and I would like it back.

Do not patronise me and give me the usual response telling me the refund has been processed. IT HAS NOT. My bank say IT HAS NOT and are pursuing you for the money separately.

Do the right thing and give me and all of the other people who have reviewed you here and on you other trading names, which I HIGHLY RECOMMEND anyone considering doing any business with you looks at carefully.

You are a disgrace. It is essentially theft.

novadir-62-165143-59390

I had an EU-wide car breakdown cover with Nova, which I didn't have to use.
Since I didn't have to make a claim I don't have any complaint about this company. I had a call from them, so I'd say their Customer Service is alright.

really poor customer service, cheap policy but a rip-off. Waiting time up to 4 hrs, when complained they charged me £100 and sent it straight to debt collectors. Really nasty company. AVOID unless you don't mind being ripped off. Their policy's wording is confusing. If you are in an emergency forget it, pay a bit more, and get a decent policy

The complaint process is flawed, does not follow good practice, instead, they pass it to debt collectors.
My complaint is with the Ombudsman but Nova still passed my invoice for debt recovery agency

Grant - compliant handler - rude & incompetent

I copied the below review of the customers with similar experience:
-"This company is a scam. DO NOT PURCHASE! They lie and do not honour their own policy wording. I was left stranded away from home. My policy stated national recovery. They would only allow a 7 mile recovery to a CLOSED garage. Disgraceful customer service."
-"SCAMMERS This company operates with another company called PEX insurance. Both are a scam. I had to wait for 20min to be answered. I was told the claim was rejected. All I needed was the car to be checked into a garage as advised by BMW. The person was very rude and unprofessional. Refused to help. It looks like people are getting scammed. PLEASE DONT buy from them, please check trust pilot under PEX insurance. DONT WASTE your energy. GROUPON should stop these sellers"

I took out a gadget insurance and then decided to cancel it the following day. "Cancellation" states that if you "cancel within the first 14 days you will get a full refund". However its not until I spoke to an advisor that there is a cancellation fee that is not refundable ! There is no mention of a fee in there Cancellation Policy. No mention of a cancellation fee during the purchase process !
BE WARNED AND AVOID INSURANCE COMPANIES LIKE THESE !!