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Breakdown Cover Policy Issues - Nova Direct


krumpingshrek
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I thought I would post this as a bit of a heads up for those who have ever or are considering buying their breakdown cover through Nova Direct...

I purchased a breakdown policy with them and unfortunately hit a curb and broke the wheel of my car a few days later.

After calling their breakdown line, I was not sent any assistance because apparently "hitting a rock in the road or clipping a curb counts as an accident." Therefore they will not send you any assistance.

Since further research, they have an enormous list of exclusions to all policies that eliminate just about every scenario where your car breaks down. The wording is also deliberately vague on what has to happen for them to pick you up.

As I was in the 14 day grace period, I tried to get in touch with their customer services team and came across the following issues.

If you try and phone them, it automatically hangs up and refers you to the website.

When you try to use the Live Chat, often the advisor pretends you are not connected to them (I work in a customer services department that uses Live Chat, I know that people do that).

If you request a callback they can take an age to phone you back.

If you try to send an email, the webpage re-routes you unless you categorise the query as "not listed", making it so difficult to get in touch or complain.

When I finally did get to speak to them they offered no assistance, and also told me I could not have a refund because apparently phoning the breakdown line means that you have claimed on your policy, even if they do not send anyone to get you! So in sum, I have to pay for no actual service, non-existent customer service and a cancellation fee.

If you are considering buying a policy with them I would urge you to reconsider! If you already have one, good luck cancelling it!

 

Live Chat.pdf

What's Not Covered.pdf

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