Nova Direct - Romford

Ervis L.

on 14.05.2025 I broke down on the M4 on my motorcycle with a puncture, I called Nova Claim Department and spoke to Josh for a good 10 minutes confirming everything, he then told me I am not covered because I do not have a spare tyre with me, now please excuse me but where am I supposed to keep a spare tyre on my motorcycle on my head? the whole point of me taking the policy out is to be covered when I get a puncture or breakdown, I have never seen any other Motorist carry a spare tyre on their motorcycle! I was stranded in the middle of the M4 in the blazing sun with no water and low battery percentage on my phone, this is completely unacceptable, I mentioned this to Josh, he had no care in the world on my critical situation

Gary F.

Broke down on the motorway and they texted me 4 local garages to call to see if they were able to recover my vehicle. None of them could.

Wanted to cancel policy but it costs £9 with no refund for remainder of year. Easier to uncheck the option to auto renew at the end of the year and save that cost.

Ade O.

Do not use these people! They have no intention of paying! I insured my dog with them and tried to make a claim and all they have done is try too get out of paying! They will not deal with my vet or the pet hospital that done the operation on my dog! And they made me pay the rest of the policy up front! They also make you pay £100 to their claims manager who just keeps asking for more and more information which if they dealt with the vets/hospital they would know what they are taking about, everything is done online so you can't talk to somebody. All seems to be so you just give up which I just about have! Waste of my time and money! As I say do not use complete waste of space!!

Kieran C.

Pet insurance is a scam

We were paying around £22 a month and unfortunately our dog got ill and passed away. We ended up paying around £650 in consultations and medication etc
You have to pay £100 to even make a claim before anything then they ask you to pay the remainder years insurance up front we had £88 left and after all of that they ended up only paying out £195!!! But we were insured for £2000
They cap everything and it’s pretty low! consultation fees at £45 (We paid £350 for one expert consultation) medication at £50 such a scam considering vet fees are so much I’m sure there more hidden terms and conditions they will try and blag you with.

Scarlett O.

This is a scam!
I had a burst tyre on the m25 in Essex on a Sunday morning 2 weeks ago and as a fairly fresh driver and as a woman on my own, I was obviously terrified. Nova Direct failed to pick up the phone after 3 calls of being on hold for 15/18 minutes over an hour and a half period and I luckily had a family friend come and find me and use their AA to get me back on the road. It was clear that their third party switchboard that they go through, had no one in the office that day and so they had no one there to pick up the phone. Do not go with Nova Direct please.

Naomi Z.

Had a terrible experience with car breakdown cover through this company. Our car broke down in the middle of the country side, no one around for miles, 3 kids in the car. Car shuddering and warning lights flashing to warn me to turn car off immediately. When I phoned they said because I turned the car off myself they said I wasn't able to get my car recovered, car was in ‘safety mode’!. I had to find my own recovery and as a ‘goodwill gesture’ they would refund me £50! Well I did manage to sort it all, I sent in the invoice to get me £50 back, still a month later I have not got it, to make it worse there’s no one you can actually talk to about it- it’s all an online form system. I didn’t know companies could run like this, but this is horrendous - you pay for breakdown cover but won’t actually have any cover!

Reuben F.

Avoid Nova-Direct at all costs. If you are going to use them, make sure you read the terms and condition VERY carefully, as they will do everything in their power to avoid coming to your assistance at the roadside. They are complete scam artists and they know exactly what they are doing. I would encourage everybody who has been denied a claim to forward their complaint to the Financial Ombudsman.

Tom W.

This is by far the worse company i have ever had to deal with, I have sufficient breakdown cover to ensure I am recovered in an emergency. However, upon breaking down this was decided i had limited liability and my vehicle infact was mobile, no matter how many times i advised it was not driveable.

This mean they do not have to provide the breakdown cover or support you in anyway.

I complained the following day and they advised i would receive a call, obviously this did not happen. Further follow up call the next day from me advising of the situation, they will not change their view even through the call handler has made the error meaning I am not covered. PLEASE DO NOT USE THIS COMPANY, when it is needed they will not help you.