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

Gadget Insurance


Frequently Asked Questions

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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?2020-10-22T11:14:02+00:00

The quickest, easiest and simplest way is to raise your claim online by visiting nova-direct.com/customer-service and clicking “Claims”. We ask you to raise the claim online because we will need a variety of documents to support your claim and at the same time securely take the claims excess payment.

What documents will I need to claim?2020-10-22T13:25:50+00:00

The documentation or evidence requires does depend on the type of claim; damage, loss or theft.

(1) Check mend report within 24 hours of incident (if damaged)
(2) Report my loss within 24 hours of incident (if lost)
(3) Proof of usage from your network provider
(4) Repair estimate from a repair centre
(5) Proof of blacklisting (if stolen)
(6) Images of damaged device

In all claims circumstances we will require (1) Purchase invoice for the device (2) Details of any financed used to purchase the Gadget (3) Proof of usage in your name. 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. You are also required to settle any outstanding Premium Finance prior to your claim proceeding.

How long does it take before my claim is paid out?2020-10-22T13:24:22+00:00

All claims are unique and dealt with on an individual basis based on its own merits. The time frames are dependent on many factors which include; the time it takes for us to receive all required documentation, the time taken to settle any outstanding finance and the time taken to provide a repair estimate. Once a settlement is accepted, payment will occur within 14 days of acceptance.

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?2019-12-18T11:46:33+00:00

In order to protect your new Gadget you will need to declare and validate your new item with us.

Do you offer different levels of cover for gadget insurance?2020-10-22T10:57:14+00:00

Yes. We offer Silver, Gold (Monthly), Gold (Annual) and Platinum. Full details of the cover level benefits, requirements and exclusions can be found when you get a quote. 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?2020-10-22T11:05:56+00:00

There may be a few reasons why you are not covered under your Nova Direct gadget insurance policy. See a list below:

  • You have not completed the validation process within 7 days of the purchasing the policy
  • 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
  • Accidental loss, or loss of any type, of a laptop
Can I change my policy?2020-05-05T19:58:28+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.  You can request an amendment online, called a Mid Term Adjustment, by visiting the Change Your Details page.

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?2020-10-22T11:11:26+00:00

When getting a quote and taking out cover you will be asked for the Gadget Type, Gadget Make and Gadget Model. If your gadget is not listed then you must contact us prior to purchasing cover as we may not be able to offer cover on that gadget or device. Examples of gadget types we do not cover are (but not limited to); VR headsets, smart phone accessories, smarthome devices 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?2020-10-22T14:34:34+00:00

Claims need to be lodged online at nova-direct.com/customer-service. Upon submission you will receive your unique claims reference within 72 hours.

If further documentation is required we will email you to request this. We will assess the claim and a decision will be made on whether to repair the Gadget, write it off at the current economic value, or provide a replacement Gadget of equivalent age and value. This decision is solely at our discretion

Do I need to take additional action after purchasing a gadget policy?2020-10-22T10:54:53+00:00

You are required to complete the gadget validation process within 7 days of purchasing cover. To validate your gadget insurance policy we require a document(s) and image(s) detailing the gadgets serial or IMEI number, proof of purchase/ownership and image(s) of the gadgets operational and working order. To validate your gadget or device please visit nova-direct.com/customer-service/ and click “Validation” and then “Gadget”. If you are unsure of the requirement the validation form offers examples of the imagery required.

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.

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?2020-05-05T19:54:36+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?2020-05-05T20:02:49+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 and our Fees & Charge guide.

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.

What is the policy renewal process?2020-05-05T19:46:14+00:00

Your policy is an automatically renewing policy.  This means that the contract continues until the cancellation process is followed.  In order to cancel your policy a £4.99 fee is payable and you can opt out of auto renewal online.  Once the process is followed your policy will be cancelled and the renewal monies will not be deducted from you.  We detail this during your quotation and is mentioned prior to policy purchase under the “Key Terms & Conditions” in the “Renewal Process” section.

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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