Customer Services
Renewals
Let’s help with your renewal cancellation
We’re sorry to hear that you are thinking of cancelling your Nova Direct renewal. The information on this page is aimed to make the process, and your request, as simple as possible. Please note that we ask that all renewal opt outs are requested via My Account. We cannot accept requests by phone or live chat.
My policy has not started …
To ensure continuation of cover we attempt to renew policies, and charge for the renewal, up to 7 days prior to the policy expiry date. If your policy has renewed, and your card charged for the following years premium, you can still opt out at anytime prior to the start date of the renewed policy. There is no charge to do this. To opt out of renewal and cancel the automatic renewal please:
- Login to My Account
- Link your policy (the current, unexpired policy)
- Click View Details on the policy
- Click Opt out of renewal under Renewal Status
We may have automatically set you up an account during your policy purchase. If you have you forgotten your password you can request a new password. If you do not have an account you or receive an error, similar to, “Email address not recognised. Please register” you will need to register for an account. Register for free.
Receiving an email from us about renewal does not necessarily mean you have a My Account login. You may need to register.
Within 48 working hours of receiving your request we will cancel your policy renewal (providing it’s not started) and email you confirmation. A refund of the premium will be arranged, which takes 7-10 working days, and you’ll be emailed confirmation of the refund request. Finally, we will email you confirmation of your renewal opt out.
My policy has started …
As your renewed policy has started you can no longer opt out. If you do not wish to continue cover then you would need to request cancellation, paying a £9.98 administration fee for cancellation.
To request cancellation please:
- Login to My Account
- Link your policy (remember you get a new policy number every year)
- Click View Details, on the policy you wish to cancel
- Click the Cancel button
We may have automatically set you up an account during your policy purchase. If you have you forgotten your password you can request a new password.
If you request cancellation within 14 days of the policy start date, and no claims have been made (regardless of outcome) then a full refund will be arranged. You will be emailed confirmation of cancellation and the refund request. Please allow 7-10 working days for you to receive the refund. If you request cancellation 14 days or more from the policy start date, there is no refund due, pro-rota or otherwise.
