Gadget Insurance FAQS2019-06-25T09:26:19+00:00

Gadget Insurance


Frequently Asked Questions

What have I purchased?2019-07-29T08:38:55+00:00

The product you have purchased is a non-advised product. This means that all the information was presented to you online, including the policy wording and the terms and conditions, which you opted into upon payment.

The Financial Services and Markets Act 2000 Section 3B(1)(d) provides ‘the general principle that consumers should take responsibility for their decisions’. Section 3C(2)(e) notes the general principle that those providing regulated financial services should be expected to provide consumers with a level of care that is appropriate having regard to the degree of risk involved in relation to the investment or other transaction and the capabilities of the consumers in question.

At Nova Direct we attempt to be as upfront with our customer base as possible and aim to provide all policy information upon purchase with the detail clarified on our website under our FAQs. We feel that this adequately provides all our customers with the information they need to appropriately decide whether our products are fit for your purposes. It is on that basis that our typical approach is, ignorance of our policy wording or terms of business are not valid defence against being held accountable by them.

What have I bought and agreed to?2019-02-08T09:17:43+00:00

Please note that you have bought a non-advised insurance product.  This means that the policy terms and conditions were available at the time of purchase and you were required to read the terms and agree to them at the time of policy purchase.  By accepting these, and our terms of business, you have consented to be bound and be held accountable by both.  There is a general legal principle called Caveat Emptor, which means that the buyer alone is responsible for checking the quality and suitability of goods before a purchase is made.  Ignorance of the policy terms post purchase is not a valid defence to a claims denial, nor is it a valid defence against being bound by our Terms of Business.

How long will it take before I am covered?2018-12-10T16:11:00+00:00

As soon as you’ve completed the payment process you’re covered. Depending on the insurance package you take out, you have 7 – 15 days to email us your documents, if you do not email the documents your insurance will not be valid. For breakdown insurance you can claim after 72 hours for non starting issues. However for gadget and non starting issues there is a 30 day cooling off period.

How do I claim?2018-12-10T15:27:16+00:00

To make a claim you can either call in on 020 3745 8216 or send us an email to customer.service@nova-direct.com 

 

What documents will I need to claim?2018-09-26T11:48:38+00:00

We pretty much need any outstanding docs required for cover – your serial number as an example if you haven’t provided that yet. But if you’ve lost your phone or its been stolen you’ll need proof of blacklisting.

If you damaged your device and our suppliers do not have a suitable replacement device in stock, you will need to provide two (2) repair quotes.

How long does it take before my claim is paid out?2019-03-11T10:04:16+00:00

The claim payout will take approximately 2 weeks once we have received all the appropriate documents.

What happens if my claim is not accepted?2019-03-11T10:04:00+00:00

If your claim has been denied, there may be a few reasons. Make sure you have sent us all documents required within the first week of signing up. Make sure you are always on the right side of your policy. Remember to always carry a spare tyre. Remember you cannot claim for the same symptom within 28 days. We’ll let you know why your claim was denied, if this is the case. But most of the time its something we can help you resolve.

Does my protection continue automatically if my item is replaced?2019-03-11T10:03:44+00:00

If your device is damaged we’ll send you another one chop chop & you’ll be covered as if nothing happened.

However, if your device is lost or stolen we’ll stop the cover immediately just so you aren’t paying for something you don’t have. As soon as you get your new device your cover will kick in again.

Do you offer different levels of cover for gadget insurance?2019-03-11T09:50:28+00:00

No. Nova Direct offer only one level of cover, Gold. Gold Cover – Includes Screen/ Glass Damage to your Gadget and has a £2000 indemnity limit. You may only make one claim per Gadget, per policy period. If you claim multiple times, your excess will increase by £50 every claim.

For example 1st claim Excess £100, 2nd claim Excess £150, 3rd claim Excess £200.

Why am I not covered?2019-03-11T09:46:35+00:00

There may be a few reasons why you are not covered for gadget insurance. See a list below:

  • You have not submitted your documents that are required within 7 days of signing up
  • Theft or accidental loss from any motorbike or motor vehicle where You or someone acting on Your behalf is not in the vehicle
  • If your gadget is in the possession of someone else other than yourself and is stolen
  • Deliberate negligence and vandalism to the gadget
  • Accidental damage caused by a manufacturers defect
  • Wear and tear on the gadget
Can I change my policy?2018-12-10T15:07:27+00:00

You may change your policy or amend your details at any time, please note that there is an amendment fee of £4.99

If you wish to amend you details or change your policy, please contact customer.service@nova-direct.com 

I have mistreated your member of staff, what will happen now?2019-08-27T08:40:32+00:00

In order to treat our customers fairly we apply the terms of our policy wording and terms of business strictly to the letter irrespective of personal circumstances,  to ensure a uniform service to all our customers.  This does mean that on occasion a premium difference may occur on new policies, or your claim may be denied during a claims process.  In these instances we will endeavour to explain the reasons and will provide full details of this in a full and detailed written correspondence.  Whilst we appreciate that this may leave you frustrated, our staff are only doing their jobs and therefore deserve to be treated with dignity and respect.  Customers who take their anger out on our staff by using unacceptable language, threats and other such unacceptable behaviour may find their policies being cancelled off without further notice and no refunds of premiums paid being made.

Why am I paying again? I already paid for the cover for a year.2019-03-11T10:03:23+00:00

There is a few instances where you will pay extra

  • If you have taken out Bronze Excess, Silver Excess or Gold Excess cover there is an excess due
  • If you claim for the same symptom within 28 days and we assist you and arrange breakdown tow truck on your behalf it will be a cost of £100
  • Renewal of your policy once the 12 month period is up
Can you mail me my policy wording or schedule?2019-03-11T10:02:49+00:00

Yes, as a Nova – Direct Client you can receive a copy of your policy wording / Schedule on request. Please email customer.service@nova-direct.com with your request.

What have I bought?2019-03-18T09:31:02+00:00

Please note that you have bought a non-advised insurance product. This means that the policy terms and conditions were available at the time of purchase and you were required to read the terms and agree to them at the time of policy purchase. By accepting these, and our terms of business, you have consented to be bound and be held accountable by both. There is a general legal principle called Caveat Emptor, which means that the buyer alone is responsible for checking the quality and suitability of goods before a purchase is made. Ignorance of the policy terms post purchase is not a valid defence to a claims denial, nor is it a valid defence against being bound by our Terms of Business.

What does the gadget policy cover?2019-05-30T10:59:12+00:00

Gadget insurance covers accidental damage, accidental loss, if your gadget breaks down due to electrical or mechanical breakdown, theft, worldwide cover (up to 90 days abroad within a 12 month period) , However repair or replacement can only be dealt with in the UK . Gadget insurance covers mobile/smart phones, tablets, smart watches or personal computers (including laptops).

Are there gadgets you won’t cover?2019-05-09T15:17:40+00:00

Unless the device is specifically mentioned within the policy terms (see above section regarding cover, then Nova Direct do not provide insurance. Examples of gadgets we do not cover are (but not limited to); camera’s, camera lenses, smart phone accessories and drones.

Please check the levels of cover and gadget type before purchasing insurance to ensure that the cover is relevant to your needs.

What is your gadget claims process?2019-03-11T09:48:26+00:00

In the event of a valid claim submission, Nova Direct prefer to try to repair the gadget in the first instance. If the gadget cannot be repaired we will look to provide a replacement. This replacement may not be like for like but will be of comparable specification and condition where it has been possible to verify this.

Do I need to take additional action after purchasing a gadget policy?2019-03-11T09:48:03+00:00

You will be required to send an email to Nova-Direct that will need to contain an image of the gadget in question with the power switched on and the screen displaying. Picture of the Serial Number or IMEI Number. Image must be focused and clear. If you have proof of the purchase or proof of ownership, that needs to be sent through as well to customer.service@nova-direct.com 

What is my broker number?2019-03-11T10:02:17+00:00

A broker is the party which has sold the policy to you. The broker is the party that places your risk with an insurer. They act as the intermediary between yourself and the insurer. Your brokers number should be stated in your policy schedule.

Who is my broker?2019-03-11T10:02:00+00:00

Your Broker is the party from which you purchased your policy. The name and contact numbers for your broker can be found on the original mail sent to you with your policy documentation.

Who do I speak to regarding a refund?2018-12-12T10:44:50+00:00

Refund requests can be sent to claims@pexinsure.com. Please ensure that you provide as much information as  possible regarding the reason for your refund request as well as any supporting documentation.

How long do I need to wait for my refund to reflect?2019-03-11T10:01:22+00:00

The refund process is started as soon as your refund request has been accepted. We do have to follow internal procedures which include verifying your identity as well as banking details. For this reason, a refund can take up to 4 weeks.

Who does the repairs on my Gadget?2019-03-11T09:47:34+00:00

Nova Direct utilize companies for gadget repairs whom we trust to do a quick and professional job and who will provide a 1 year guarantee on the work that they undertake. These suppliers will make contact with you and supply you with a Courier label to allow transport of the gadget to their offices (DPD etc). Please note that for customers in Ireland, the cost of shipping the gadget to England is at your expense.

Can I use my own repairer for my Gadget?2019-03-11T09:47:09+00:00

Nova Direct would rather utilize our own network of repairers, but in the event you wish to use a repairer of your own choice you must submit a repair quote to Nova Direct which we will review. If we agree on the costs, we will issue an authorization to you to allow the gadget to be repaired in line with the quote. You will need to settle the bill with the repairer and then submit the Invoice and Payment Receipt to Nova-Direct for reimbursement (minus any applicable Excess).

Where are my cancellation fees detailed?2019-08-27T08:44:45+00:00

Our cancellation fees are detailed within our Terms of Business, which you confirmed that you had ‘read, understood and accepted’ at the time you completed your insurance application process with us online. These terms have been opted into and as per your acceptance, you have confirmed that you understood that ‘Ignorance of these terms post payment will not be deemed a valid defence against being held accountable by them’.

Do I not have a 14 day cooling off period?2019-08-27T08:46:51+00:00

The 14 day cooling off period allows you to exit your contract of insurance, which is an annual contract. It does not provide that you can exist the contract without any charges being applied. This means that if you request a cancellation within 14 days we will initiate one but a pro-rota charge will be made for your time on cover and our cancellation fees, which are administrative fees, will still apply irrespective of time on cover. These charges are detailed within our Terms of Business.

There appears to be a myth that the 14 days cancellation period does not invoke any fees at all and that customers are entitled to an automatic full refund. This is incorrect.  Under the FCA’s Insurance Codes of Business Sourcebook (ICOBS), rule 7.2.2,  we are entitled to charge you for the services that you have used regardless of your time with us.  Our cancellation fee cover our resource costs, advertising costs and the cost of our pre-acceptance searches.  Full details of our cancellation fees can be found in our Terms of Business.

Who are Nova Direct and are you regulated?2019-07-24T12:42:54+00:00

Nova Direct is a trading name of Policy Excess Insure Ltd. We are regulated by the Financial Conduct Authority under firm no. 836031. Our FCA registration can be checked at https://register.fca.org.uk. Nova Direct is an authorised insurance intermediary, or broker, who places insurance risks with a panel of insurers.

Who are Nova Premium finance?2019-07-24T12:45:09+00:00

Nova Premium Finance Ltd are regulated by the Financial Conduct Authority under firm no. 716933. Nova Premium Finance’s FCA registration can be checked at https://register.fca.org.uk. Nova Premium Finance Ltd are an authorised credit lender who charge interest on monies lent. Their typical interest rate can range between 11% and 15% depending on your risk and credit score. Nova Direct and Nova Premium Finance are not the same company but do operate under a linked arrangement.

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