Nova Direct Insurance Agency in Romford

Reviews

1. Ericos ★☆☆☆☆

   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.

   almost 7 months ago
2. Akua xo! ★☆☆☆☆

   This is the worst company everrr!! Avoid at all cost!!! My tyre deflated and I called them for help. I was told I’m not covered even though I had a silver xs policy and was sent a list of mobile tyre fitters to contact. I told them I honestly can’t arrange for a mobile tyre fitter due to some reasons and just needed them to get someone to tow the car to a garage. The lady on the phone was so rude and kept insisting that I find a way to arrange a mobile tyre fitter myself. It took over 7 calls for this stupid company to tow my car. And they charged me £40 to book a truck to tow my car! I don’t know the point of having a breakdown cover if I still have to pay for my car to be towed to a garage. The most useless breakdown company I’ve ever used. I’ve cancelled my renewal and would never recommend them to anybody!

   almost 7 months ago
3. Brendan Keane Grufferty ★☆☆☆☆

   Breakdown assistance denied Purchased breakdown for a motorcycle. I didn't check policy so my fault on that part. Didn't expect the opt out they got themselves from helping me. Called them and needed them and they wouldn't help because they said the policy wording says I must carry a spare tyre, a wheel locking nut and a jack. I explained I'm on a motorcycle and I don't have these. Breakdown assist denied. So I was charged but they found a way out of assisting and left me stranded.

   almost 7 months ago

1. Neill Havers ★☆☆☆☆

   I purchased a breakdown policy in 2023-24. We broke down at Manchester Airport after a long flight from San Francisco. My rear brakes seized & we were told it was not safe to drive by Motorhome uk who attended. Nova Direct refused to offer us any further assistance despite the fact I had purchased a silver policy and was entitled to local and national recovery. We spent 3 hours on the phone to them. As a result, I paid £260 for a private company to tow my vehicle home. A formal complaint was subsequently submitted to Nova Direct but as they never responded, the complaint was escalated to the Financial Ombudsman. After nearly 12 months, Financial Ombudsman deemed Nova Direct had acted unfairly & I was awarded reimbursement of recovery fees & compensation. Nova Direct have never apologised for their appalling service & I would never use this company again as a result of my dealings with them.

   almost 7 months ago
2. Amanda Holdford ★☆☆☆☆

   Well I broke down, over 40 miles from my house, in the rain dark and alone. Not knowing my surroundings. My wipers were faulty and I couldn't drive the car due to not being able to see thru rain. I called nova direct and after checks I was told I wasn't covered as I could still drive the car!!!! (No working wipers in the rain! )Instead they text me recovery business to call, to be towed home. £167 pound later. Thanks for nothing.

   almost 8 months ago
3. hannah smith ★☆☆☆☆

   AVOID THIS COMPANY. COMPLETE SCAM!!! I took out insurance with this company after finding them on a well known comparison site. I paid the initial payment and took a screenshot of the confirmation. I then received an email the next day telling me I was not insured until I had spoken to an insurance broker and sent documents. I then requested to speak to broker. I was told they would call back in 5 minutes (the call never came) I then tried to follow the instructions and book a call which wouldn’t be available until the Monday which was no good as I had a prenatal appointment on the Friday. I then (24hrs) after thinking I had purchased insurance decided to cancel and insure with a more reputable company. I then started receiving very condescending emails throwing terms and conditions at me and stating I wouldn’t get a refund as there was an admin fee charge. Admin fee even tho it was done online. Seemed a bit suspicious. I then asked my bank to claim back the money as I did not receive the service I paid for, had not signed any contract and had not spoken to a broker to validate insurance. I was also well within my 14 day cooling off period. I have since received threatening emails saying I am being taken to court and they are getting a ccj taken out as I am in breach of contract. What contract? In their own words I was not insured! I am currently 34 weeks pregnant and the amount of stress this company has caused me has been unreal. They are a joke and should not be allowed to get away with any of this! This company needs shutting down!

   almost 3 years ago

1. S S ★☆☆☆☆

   I wish no stars were possible! I bought their breakdown cover and upgraded to silver. What a terrible mistake. This breakdown cover was not great. I didn’t get a mechanic out until 2hr 45min on a Friday teatime, but more importantly BEWARE THE POLICY WORDING. If you purchase silver policy it looks like the only thing you don’t get is European cover. I was told part way through my wait for the mechanic when I called back about recovery that it was too late to “select that option” and that I had chosen roadside assistance. I read the policy wording back to the agent and explained if getting the vehicle going wasn’t an option, it said they would provide recovery of vehicle and move up to 4 passengers to local garage or home. The agent corrected me and said “the policy says we MAY” do that. Absolutely amazing. Miss-sold a policy that provides EITHER roadside assistant OR recovery or your vehicle. I was 25 miles from home, a woman on my own in a Friday night trying to get back for my young son. They said “if we can’t get the vehicle going we can make a couple of calls for you for recovery but the service will be fully charged to you” Thank god the mechanic got my car going, but knowing that was the only option or I was on my own added Street a time when you count on the service you think you’re paying for. One for trading standards…….

   almost 3 years ago
2. Elle Brackstone ★☆☆☆☆

   AVOID THIS COMPANY!!! They are a complete scam. I had gadget insurance for 1 year, received my renewal document which I decided to not go ahead with and planned to opt out of prior to the renewal date. 7 days before my renewal was due they took £78 out of my account, this was £20 more then my renewal price so I couldn’t work out what this money was for?! Tried to contact the company with no luck, sent 5 emails - no response. I opted out of my renewal (which I had to pay an additional £9.98 to do). So right now I am £90 down with absolutely nothing to show for it. Can’t get hold of the company to get my money back. Absolutely scam! Companies like this need to be closed down they are just doing anything they can to get innocent customers money. Disgusting.

   almost 3 years ago
3. S Hark ★☆☆☆☆

   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.

   almost 3 years ago

1. Lorraine Mather ★☆☆☆☆

   My car had broken down on Friday morning and I then didn’t have time to call the nova breakdown as my main priority was gyro work as a carer. I work 12 hour shifts so didn’t get in till late. Called nova on the Saturday morning and after an age getting through was told that as I had left it longer than 6 hours to call it was avoid breakdown claim. It was explained that it was in my policy that you cannot leave the call longer than 6 hours. Even though I said it’s broken down now as won’t start. Please folks take heed what a ridiculous breakdown company and no use whatsoever. Ian now left with a broken down car. Friends and family are appalled as the companies they use all state to call within a reasonable time which I consider I did. I have been with this company for several years and this is the first time I have had to call them. I will not cancel my policy as they will probably charge me a fee. I will not renew when it expires next year. In the meanwhile I will be joining a reputable company please folks do the same. Iam now going to be making my own way with the help of Friends a garage. I would not even trust having to call them out as goodness knows what they would come up with and I suspect they would try and charge you extra and do all they could not to come out.

   almost 3 years ago

FAQs