The Claims Manager Avis 

This is the broker for Novadirect. Avoid the claims manager at ALL COSTS. Make a phone claim impossible, you supply them with the correct information, they then keep requesting more, then try and claim you lie and are reporting to their fraud department. I ended up paying for my phone repair to avoid stress and false accusations from them . Avoid this company at all costs

If I could give zero stars, I would.

My experience with The Claims Manager has been extremely disappointing from start to finish.

The handling of my mobile phone insurance claim fell well below the standard I expected. My concerns about the repair and the overall handling of my claim were dismissed, and I was offered just £25 as a goodwill gesture, which I did not feel reflected the inconvenience or the issues I had raised.

The most frustrating part has been the complaints process. I submitted a formal complaint and was told I would receive a Final Response within eight weeks. More than nine weeks later, I had still received no meaningful update despite chasing the company several times.

As a result, I have now had to escalate my complaint to the Financial Ombudsman Service because I was left with no confidence that my concerns would be dealt with fairly.

Poor communication, lengthy delays and a complaints process that failed to meet the promised timescales. I would not recommend this company based on my experience.

Weeks went buy and I did all the work for a pitance back on my broke phone. They don't fix anything. They get you too fix it, do all the work and then take an excess and limirt the payout. To cap it off you wait 3 weeks to get paid unless you give in to their Black mail:
"Leave us a 5-star review and we’ll ask for payment to be made in 3-5 working days, rather than the estimated 10-14 working days. Just let us know when you’ve left us a review."

Fast responses, easy to understand & helpful

Online claims company.
The claims team was in regular contact with me to update on progress.
Any information they needed was clearly explained.
The claim manager made allowances in my favour to expediate a successful claim.
The reasons for the outcome of my claim was clearly explained.

I was pleased by the response times and smooth process of raising a claim and settling. Just waiting for my payout to be completed now.

I never write reviews, but my experience of this company has been absolutely dreadful. I have had to jump through numerous hoops to claim £50 for a breakdown (flat tyre). It has taken hours of going back and forth with more and more random evidence being required. Finally, claim was approved on 17th Feb ( over a month after the breakdown). I was told I would have to wait 10-14 working days for payment, but if I leave a 5 star review of them then they will pay it within 3-5 working days! So dodgy. I didn’t do that and am still waiting for payment, 19 working days later. Avoid at all costs!!!

Unfortunately i broke down and these guys got someone to me in just over an hour. Answered the phone fast so we’ll pleased

I gave them a call regarding my van that had broke down. The woman on the phone told me because my Van can move backwards and forwards with the red stop light on they wouldn’t be eligible to come out to help me left me stranded on the side of the road. I would not even give this company one star plus you can’t really hear them on the phone. The line was terrible. I would highly recommend to stay away from this company it’s a scam !

If you want to do insurance from this company and incase if u try to claim in future Never do it , this is the company for you Nova Direct and it's self claim manager isn't insurance it’s a black hole for your money. They have more loopholes than a crochet kit. They’ll find a way to blame you for the "accidental" loss and asking same thing every single time.The Process: Filing a claim is a bureaucratic nightmare designed to make you give up. Never Choose this company 🙏🙏🙏🙏 My insurance num novadir-41-071861-06771
My claim num C-446132-92414

Had a recent breakdown and theese guys got someone out in less than 45 minutes and I was back on the road cannot ask for more

Not impressed with the service so far,

Made it known what information was needed from the start and as soon as the information was provided gave the ok to get my phone repaired. Fast and efficient.

I like to express my extreme dissatisfaction with the service I received from Nova Direct and the claims manager regarding a recent phone insurance claim. The entire process, from my phone breaking to the resolution, took over a month, which is an unacceptable timeframe.

My experience involved numerous frustrating steps:

* I was required to pay my premium and excess fee upfront.
* I had to provide an unbelievable amount of paperwork before my claim could even proceed.
* I was instructed to obtain a repair cost assessment myself, necessitating a personal visit to a repair shop. As an insurance company, I would expect you to have established procedures for this.
* After all the paperwork and assessment were completed, I was told to proceed with the repair and pay for it myself. I was informed that I would receive reimbursement within 14 days.
* However, the 14 days passed without payment, and I was then told it would take another week. It was only after I threatened to involve the Financial Ombudsman that I finally received my money.

This entire process was a complete waste of my time and incredibly frustrating. I strongly advise against using this company.

Said i was negligent because i didnt fix my fault as soon as it happened
And didnt want to provide me breakdown assistance even though i pay for it and the breakdown happened in current time

Open a quick communication over the emails - response more then often same day if not same hour.

Simple claims process for gadget insurance. All sorted in 3-4 days and just waiting payment

Dealt with very promptly easy to download documents & sorted within 2/3 days .