I found it rather complicated to link my account. I have never experienced such a complicated and such a long account reference number. I nearly gave up and cancelled my insurance, but I used the chat... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Discovered Nova Direct for breakdown cover, through a search engine. Read all the small print, as usual, and it appears to cover all the important things at a very reasonable price. There were cheaper... See more
Company replied
Nova Direct is a brilliant company with an unbeatable service & product. I've used them for several years now & I've never, ever, been let down. Don't just trust t, try them & see for yourself!
Company replied
Araya helped me today with a quick and comprehensive response - to the level of highlighting the specific sections of the Policy Wording that addressed my query when I asked for that. I think that's q... See more
Company replied
Company details
- Insurance Agency
- Auto Insurance Agency
- Cycle Insurance Company
- Gadget Insurance Company
- Insurance Broker
- Pet Insurance Company
Written by the company
Nova Direct offer a range of insurances to offer you complete peace of mind. Whether it’s breakdown, caravan, gadget, pet, home emergency or home appliance we’ve got the right cover for you.
Contact info
Market House, 25 Market Square, LU7 1EU, Leighton Buzzard, United Kingdom
- 02037458216
- customer.service@nova-direct.com
- nova-direct.com
4.3
Excellent
6K reviews
Replied to 60% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I was having problems with logging into…
I was having problems with logging into my account and the live chat was very helpful, thanks to Joshua I could log in now and make amendments.
March 14, 2026
Unprompted review
Reply from Nova Direct
Hi Nidhi, thank you for taking the time to leave us a review. We will pass your feedback onto Joshua. Regards, Nova Direct
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I made an error on the start date
I made an error on the start date on my policy. Got on to the chat and messaged with Joshua. He was very helpful, gave me clear instructions to correct my mistake and it all took about 15 minutes and all was sorted. Very efficient service
March 13, 2026
Unprompted review
Reply from Nova Direct
Hi Lyn, thank you for taking the time to leave us a review. We will pass your feedback onto Joshua. Regards, Nova Direct
Customer service was exceptional especially Joshua
Customer service was exceptional. I contacted Nova Direct to query a renewal. At first I didn’t want to use the online chat because I was concerned that it might be a chat bot. I was connected with Joshua and he was very patient, understanding, helpful and reassuring. He provided instant links for me to access my online account and was checking the whole time if I was still online. I can highly recommend Joshua as part of the customer care team. He certainly smoothed out a stressful day.
March 12, 2026
Unprompted review
Reply from Nova Direct
Hi MM Putter, thank you for taking the time to leave us a review. We will pass your feedback onto Joshua. Regards, Nova Direct
Just a terrible company
Just a terrible company. They set you up on auto renewal, and then when you go to cancel it, they charge you for the entire year!
Avoid using them!!
March 12, 2026
Unprompted review
Reply from Nova Direct
Hi Jack,
Thank you for taking the time to leave us a review.
You purchased cover back in July 2025, so you are out of the 14-day cooling off period. As you opted to pay your annual premium monthly, taking our Premium Finance to do so, then yes - if you cancel you would still need to pay the outstanding finance.
To make this clear when you cancel via My Account there is bold advice that says "You opted to pay your annual premium on a monthly basis, you will need to settle any outstanding finance prior to your cancellation being processed ..."
We hope this clarifies the points raised in your view.
Kind Regards, Nova Direct
Bought discounted 1 year breakdown…
Bought discounted 1 year breakdown cover with home assistance inc extras. I then added lost/stolen keys for £4.99. Well worth buying. I've used NOVA before & they were very quick to come to my rescue
March 10, 2026
Unprompted review
Reply from Nova Direct
Hi Donelle, thank you for taking the time to leave us a review. Regards, Nova Direct
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Joshua was very helpful and answered…
Joshua was very helpful and answered the questions I had :)
March 9, 2026
Unprompted review
Reply from Nova Direct
Hi Orla, thank you for taking the time to leave us a review. We will pass your feedback onto Joshua. Regards, Nova Direct
Reply from Nova Direct
Hi J White, thank you for taking the time to leave us a review. Regards, Nova Direct
Simple hassle free process
The website is simple to navigate, the products are laid out well with the prices obvious. Very quick process from start to finish. Have previously had to the use the breakdown cover & that was hassle free from start to finish & quick. Will definitely continue to use this company.
March 4, 2026
Unprompted review
Reply from Nova Direct
Hi Scott, thank you for taking the time to leave us a review. Regards, Nova Direct
Jayden was brilliant and so helpful with an issue I had, really impressed so far with the price of the breakdown cover and the customer services.
Jayden was brilliant and so helpful, really impressed with this company so far.
March 5, 2026
Unprompted review
Reply from Nova Direct
Hi Kelvin, thank you for taking the time to leave us a review. We will pass your feedback onto Jayden. Regards, Nova Direct
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Easy to set up.Good levels of cover…
Easy to set up.Good levels of cover with extra options
March 3, 2026
Unprompted review
Reply from Nova Direct
Hi Mrs Allen, thank you for taking the time to leave us a review. Regards, Nova Direct
I dealt with Finn he was really patient…
I dealt with Finn he was really patient and helpful. Thank you so much finn.
March 2, 2026
Unprompted review
Reply from Nova Direct
Hi Belinda, thank you for taking the time to leave us a review. We will pass your feedback onto Finn. Regards, Nova Direct
Very helpful Finn sorted out my issue…
Very helpful Finn sorted out my issue brilliantly, thank you finn
March 2, 2026
Unprompted review
Reply from Nova Direct
Hi Gillian, thank you for taking the time to leave us a review. We will pass your feedback onto Finn. Regards, Nova Direct
BOUGHT TWO BREAKDOWN COVERS FROM…
BOUGHT TWO BREAKDOWN COVERS FROM WOWCHER AND ONLY MANAGED TO CONFIRM ONE. WENT ON THE NOVA CHAT TO FINN AND HE TALKED ME THROUGH THE SECOND ONE.
GOT IT DONE SO ALL GOOD.
THANKS FINN
March 2, 2026
Unprompted review
Reply from Nova Direct
Hi Jane, thank you for taking the time to leave us a review. We will pass your feedback onto Finn. Regards, Nova Direct
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I had a verification query
I had a verification query, and Jayden helped me with it.
I am very happy with the conversation we had, and she quickly gave me an answer :)
February 27, 2026
Unprompted review
Reply from Nova Direct
Hi Customer, thank you for taking the time to leave us a review. We will pass your feedback onto Jayden. Regards, Nova Direct
Reply from Nova Direct
Hi Kay, thank you for taking the time to leave us a review. Regards, Nova Direct
All good very easy to get and seems…
All good very easy to get and seems good value
February 20, 2026
Unprompted review
Reply from Nova Direct
Hi Morgan, thank you for taking the time to leave us a review. Regards, Nova Direct
Very efficient and instant response on the CHAT function
Instant response from Jaydn on the CHAT function. I'm now happy to buy the policy, as my questions have been answered.
February 25, 2026
Unprompted review
Reply from Nova Direct
Hi Sharon, thank you for taking the time to leave us a review. We will pass your comments on to Jayden. Regards, Nova Direct
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This was a very straight forward…
This was a very straight forward process. Easy to follow and understand. Definitely recommend 👌
February 20, 2026
Unprompted review
Reply from Nova Direct
Hi Faye, thank you for taking the time to leave us a review. Regards, Nova Direct
Reply from Nova Direct
Hi Celia, thank you for taking the time to leave us a review. Regards, Nova Direct
Robbing nasty company
Robbing nasty company
Do not use them they are a true rip off !!
Absolutely shocking
Had to pay for a full 8months of policy which they had cancelled because I had an issue with my bank
I received no communication via email phone call just a couple of texts
I was willing to remain with the company and settle the 4.99 but oh no !
The company isn’t good in my opinion
February 24, 2026
Unprompted review
Reply from Nova Direct
Hi Jane,
Thank you for taking the time to leave us a review. You were paying your policy premium on a monthly basis, taking out Premium Finance to do so.
You defaulted on that agreement and we contacted you (by phone, email and SMS) on more than 10 occasions over 8 days to let you know of this.
As you did not make a payment your policy was cancelled and we emailed you confirmation of this. This left your account in default with an outstanding amount due. You say your email address contact changed, but you did not advise us of this. Our email tracking also shows these emails were received successfully.
Therefore the advice, information and process is correct. We hope this clarifies the points raised in your review.
Kind Regards, Nova Direct
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