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Nova Insurance Reviews

3.8 Rating 166 Reviews

81 %

of reviewers recommend Nova Insurance

Company Reviews

Service Reviews

3.8

Based on 166 reviews


Customer Service
Communication Channels	Telephone, Live Chat
Queries Resolved In	Under An Hour

About Nova Insurance:

Full range of personal and commercial insurances available from leading insurers

Visit Website

Phone:

0800 083 1566

Email:

info@nova-insurance.com

Location:

3 Redwing Court Business Centre Ashton Road Romford Essex
Essex
RM3 8QQ

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Stay well clear of this company. They give you a good price online then call you to 'check' some details and increase the price. If you do not except the new price they charge you a cancellation fee if you do then you would have been better off with any other insurance company. If I could I would give them no starts.”

Thank you for your review Mr Szabo. When completing the online quote you did not include a previous claim. During our valuation call this was confirmed with you so the quote, and therefore policy, required amendment to ensure you were covered correctly. This disclosure did unfortunately result in an increased premium. Ensuring all our customers are insured correctly is obviously one of our primary commitments.

“Had to make an amendment to our motor fleet policy when we got rid of one of our vehicles. Was told a refund would take 6 to 8 weeks. Nothing appeared so rang again. Was then told that money is then usually held on account until renewal and then deducted then!!! Totally outrageous. Will NEVER insure with them again”

“I bought a insurance online and paid and they phoned me for more money”

“Chose nova insurance for my insurance as they had the lowest price however after purchasing there insurance. They raised the price by over £190 despite the fact none of my details had changed. My insurance wouldn't be valid until I paid the extra. Obviously not being happy with this I asked for my money back but was told I had to pay over £90 to cancel! Through no fault of my own I'm out of pocket so that's the reason for the negative review.”

“I am not happy because the witch ai spoke don’t advice me theat I need to pay extra for each car that I need to post in insurance.he advises me theat I can put 12 cars but not to pay 4every car”

Hi There, Many thanks for your feedback. Having looked into the file i can see you purchased a Motor fleet policy as you requested on your original online enquiry. You can indeed have up to 12 vehicles but you would pay a premium per every additional vehicle you add,as you would expect. Checking the notes it appears you thought a fleet policy worked as a motor trade policy does however despite your request over the phone you cannot just change to a motor trade policy as you are not a motor trader and that would be insurance fraud. I hope this clears up the matters for you and if you would like any further information please feel free to give us a call and we can explain further.

“if i had know prior to handing my bank card details over when purchasing a van insurance for nova to then e mail me to complete the transaction for me the to upload the following : all drivers driving cards back and front / copy of utility bill / proof of no claims / log on to dvla website for a unique password which lasts 21 days ?? i admit this is not easy for myself as quite a dinosaur on computers so photocopied all info send registered post !! take not nova start telling your potential customers what you expect PRIOR to any insurance purchases go through had i known that i had further hurdles to jump i would have not taken this policy out !!! ah and last point when you do bring this to the agents attention a £45,.00 cancellation fee comes in to equation ? absolute joke not happy but will have to see a year out with them buyer be aware you have been warned 1 out of 10”

“Disgusting company. Canceled my insurance quote and has not returned the money for more than two months. more 300£. Do not reply to phone calls or emails. Beware of this company. Sorry I can not put 0 stars.”

“The bottom line is: do not use this company. In the first instance, after I had paid for the policy online via a comparison website, Nova called me the following day to go over the same details, adding a couple of rather dubious questions that are never asked on any insurer's website/over the phone or on any comparison website. They increased my premium BECAUSE I DID NOT HAVE TWO ALARMS ON MY CAR. Having an alarm and an immobiliser obviously wasn't considered secure to them. Other major failings are the poor customer service on the phone, the incredibly complex method of sending in documents for validation online, and the extortionate £45 cancellation fee after the first 14 days. This company is interested only in making easy money from naïve customers. If you happen to ignore the advice to avoid them, at least do not blindly purchase a policy online - make sure you get an accurate price over the phone.”

“Do not use !!!! Terrible company !!! Terrible customer services, so many hidden charges, very unhelpful staff !!! Terrible !!”

Hi Jay. We appreciate you taking the time to review us. At Nova Insurance we pride ourselves in complete transparency and all our charges are provided to you prior to purchasing a policy. During our validation call it became clear that you entered social use during the online quote when you actually required business use. This amendment did require an additional premium. Our primary commitment is to ensure that every customer is covered insured and I am sure you would appreciate this.

“I would say they have to be one of the worst insurance company I have ever come across. They need to train their staff. Asked for documents by email that they never mentioned over the phone before taking my deposit. I cancled with in 24 hours . I only got told theirs 60 pound cancellation fee. Now they are saying 165 they are rip offs . STAY WELL CLEAR OF THIS COMPANY .”

Thank you for your review Steven. When completing your quotation you did not indicate that the one of the drivers on the policy was using the vehicle for deliveries. Therefore during our validation call and process we did require additional documentation from you. We apologise that this may have caused you inconvenience however we do need to ensure that all our customers are correctly insured.

“i bought landlord insurance from this company in march"18 and cancelled in july"18 as i sold the rented property...i am still waiting for my refund after more than 2 months,when i call them they just fob me off with some lame excuse... use this company at your peril as you will find why they are quite cheap!!! STILL NO REFUND”

“Shocking shocking service, never ever again. Paid deposit for car insurance, cancelled 4 hrs later and was then told refund would take 6-8 weeks.”

“I asked for my NCB numerous times. Despite me ringing of my number and not having my call answered for around 30 minutes, I decided to call of a different number and got straight though whilst my other phone was still on hold. I felt like I was being ignored.”

“very bad way of doing things, take out an online policy then have to call back the next day, to make sure its all correct , then another email with something to sign, then a whole load of proof of who i am to scan and email, none of the links work you email tome, will never use again”

“On 14th May I was contacted by yourselves after applying online for the best quotes for home insurance which was to commence on 16th May 2015. Nova were the 3rd company to phone me & the best price so far. I was assured that if I agreed to take out the insurance now - as they could not the guarantee that price would remain, I had 14 days to cancel. Immediately after speaking to Nova I received a call from another insurance company who were able to better the price for the same product. I agreed to go with them instead of Nova. I immediately rang Nova to cancel the policy. I was informed I would be charged £45 (I think) even though only 20/25mins had lapsed. I asked to speak to a manger to complain about this but was informed they were unavailable & that it was stated in the terms & conditions that this amount would be deducted if the policy was cancelled within 14 days. £346 was taken out of my account on 15th May. It is now 6th June & still no money has been transferred back into my account. It is unbelievable that they can take the money out right away, tell me they are holding back an amount for 'admin' but yet cannot get the money back into my account any where near as quickly. I was assured this was cancelled & as I have not received any documentation, it confirmed this. I request that after this length of time the full amount of £346 is transferred into my bank account by Monday 8th June which will be over 3 weeks or further action will be taken.”

“Effecient service to start with, including rapid set up of my policy. However, I was assured over the telephone that my domestic van policy would cover me for occassional driving between different work sites for my employer and asked for e-mail confirmation of this; I was promised the e-mail but it never arrived. I then discovered that I had an applicable non-claims bonus not declared at the time of taking out the policy; I passed on details to Nova several weeks ago with a request to amend the policy accordingly, but have had no reply. A couple of weeks after taking out the policy my credit card was charged an additional adminstration fee of around £25 with no explanation. I have queried all of this by e-mail but received no reply. So, overall, poor service so far and Nova has proved to be disappointingly unresponsive after the initial policy premium was paid. This leads me to wonder how bad the service would be in the event of a claim.”

“Quite possibly the worst experience I have ever encountered in obtaining insurance cover. My previous van policy was not due to expire until 25/10/2015 however my daughter aged 24 had just passed her driving test so I wanted to add her to the policy on 25th September so contacted Nova for a quote. They did manage to secure a good premium with a reputable insurer and we agreed that we would waive the one years NCD with my existing insurer to allow us to get the new policy, through Nova up and running in advance of the existing policy expiring to be valid last Friday on 25th September. The Nova representative advised that I must cancel my existing insurance with immediate effect on 25th Sept which I did. When completing the follow up documentation online today, which was also the most tedious and difficult process, it transpired that insurance had not been placed through Nova last week as agreed and that we had been driving the vehicle without insurance for the last seven days. When I phoned to query this I was told that the policy was not due to start until the existing policy expired on 25th October. I advised that was not what had been agreed and that premium was paid for in full a week ago. The representative told me that If I wanted the policy to start prior to renewal day that I would have to cancel the Nova policy, incur cancellation charges and set up a new policy. At this point I asked to speak to a manager as I know that calls are recorded and what in fact we'd agreed last week could not be disputed. The representative phoned me back within ten minutes, without a word of apology to tell me that it was sorted and that cover would start today. I am appalled at the level of service but mostly that despite placing insurance and paying in full over a week ago that the van has been uninsured given that I had cancelled the original policy. Given my experience I could not recommend Nova to any friends or colleagues”

“As its Xmas and communication is poor I'm not sure. you asked for things like copies of my licence. i sent you them and you asked me again for the same things. you have not let me know whether you have received them or not. I hope this is not a sign of how you do business. p.s. the rest of this review form is total nonsense.”

“please confirm which item I have purchased. I have not authorised any payment for Nova”

“3 times more expensive than Aviva”

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Nova Insurance is rated 3.8 based on 166 reviews