UPDATE : 29th March 2020
At Nova Direct we understand and appreciate these are difficult times. We ourselves are putting our agents and staff out there during this pandemic to keep those who need us on the road. To assist in this, where possible, we are offering expedited services to first responders. However it saddens us to say that some people are claiming key worker or first responder status although not. For this reason, and so that we can co-ordinate response(s) appropriately, please do not be offended if we ask you for proof of key worker or first responder status. Inevitably this will allow us to help those most in need.
UPDATE : 21st March 2020
Although times are uncertain, rest assured Nova Direct are going to maintain the service level you would expect. Our call centre, for breakdown assistance, claims and customer services remains open 24 hours a day, 7 days a week.
We are not currently experiencing any significant spikes in call volumes, however we would ask for your patience and understanding if at times your call takes us longer than expected to answer.
During this difficult period, our breakdown times to arrive at your location will be dependant on several factors including weather conditions, traffic and agent availability. We always strive to give you a reasonable turn around estimate when making a breakdown claim and where possible will update you should anything change.
Finally, our customers health, safety and welfare, together with our team and agents, are of the upmost importance to us. Here is what we are doing at Nova Direct to ensure continuity of service:
1. For breakdown cover, home emergency and home appliance and where an agent or engineer visit is needed : where possible keep social distance, as advised by the government.
2. For breakdown cover : where possible use protective gloves and keep in car contact to a minimum.
3. For home emergency and home appliance : you maybe asked to be in a seperate room whilst works are undertaken
4. For all covers : if you require an agent or engineer visit and have any symptoms of Coronavirus, however mild, please advise staff when making a claim so that we can take appropriate action.
We appreciate your support and co-operation during this time.
Customer Services Team