Home Appliance FAQS2019-06-25T09:25:41+00:00

Home Appliance 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.

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 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.

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.

What is the policy renewal process?2019-11-14T20:09:03+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 a written request to cancel your policy must be submitted to us formally requesting cancellation.  Once the process is followed your policy will be cancelled and the renewal monies will not be deducted from you.  This condition is opted into during your quote process under the renewal clause, and is detailed within your policy wording.

What appliances are covered under my policy?2019-03-11T09:50:53+00:00

Your insurance policy covers your Home Appliances, or White Goods. These are described as electrical or mechanical appliances designed to assist with major household functions such as cooking, cleaning, or food preservation. Typical appliances covered include air conditioners, dishwashers, dryers, freezers, stoves, washing machines, microwaves oven, cookers and televisions.

In order for your appliance to be covered under your insurance policy, your appliance must be declared to us at the time of policy purchase.

Am I entitled to an automatic claim under my insurance policy?2019-03-11T09:51:16+00:00

No. Like all Insurance Policies there are key Terms and Conditions. In order to understand these and determine whether you cover is fit for purpose, we do recommend that you read your policy wording in depth.

Under what circumstances will my claim be accepted?2019-03-11T09:51:42+00:00

Your Insurance Policy covers you against ‘accidental damage’ or ‘breakdown’ of your appliance. For an accidental damage claim to be valid, the damage caused to the appliance must be ‘sudden and unforeseen’. In other words, your claim must not be as a result of typical wear and tear. For a breakdown claim to be valid, your machine must cease to work in the fashion it was designed to operate in. The cause of this breakdown must be due to either an electrical or mechanical fault. The breakdown of your appliance must not be as a result of typical wear and tear.

Under what circumstances will my claim be denied ?2019-03-11T09:52:27+00:00

The most common circumstances which result in a denied claim are as follows:

  • Wear and Tear
  • Failure to provide routine maintenance, cleaning and/or servicing to your appliance,
  • Pre-existing faults on your appliance prior to your policy commencing
  • Cosmetic damage to your appliance which does not affect the usual use of it
  • Faults caused as a result of the failure to follow the operating instructions
  • Machines over 10 years old

In order to fully understand the circumstances in which your claim might be denied, we recommend that you review your policy wording in depth prior to the submission of a claim.

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.

Where can I find details of my excess?2019-03-11T09:55:18+00:00

Your excess is listed in your policy wording.

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.

What is the maximum age of appliance that I am covered for under my policy?2019-03-11T09:54:00+00:00

Modern appliances are not typically designed to last more than 5-8 years of good usage. The older the appliance gets the less economic value the appliance holds. Because of this, your policy does not cover machines over 10 years old. Machines of that age are more prone to breakdown and hold less economic value.

Am I entitled to a new machine?2019-03-11T09:53:37+00:00

No. Your policy is not a new for old policy. Where your claim is accepted, your policy will either cover you for the cost of the repair or the current economic value of the machine, whichever is cheaper.

How long will my claim typically take to conclude?2019-03-11T09:53:17+00:00

Our typical claims process is to firstly access your claims circumstances in order to determine whether you have a valid claim. If your claim is accepted we will value your appliance in order to determine the current fair market value. In conjunction, we will approach an engineer closest to your location and request a quotation for the repair of your appliance. We work in conjunction with UK Whitegoods in order to find appropriate local engineers who are suitably qualified to assist. This process can take up to 24 hours to complete. Once a quote has been obtained we will either arrange for the repair of your appliance or provide you with a cash settlement letter. The entire process can take up to 72 hours from start to finish to conclude.

How is the market value of my appliance determined?2019-03-11T09:52:48+00:00

Unfortunately there is no central database which provides for the current economic values of old appliances. Likewise your policy does not provide for the retail value of your appliance. To determine the current economic value of your appliance we do search the open market for 3 adverts of similar appliances of equivalent age and condition. These figures are then aggregated together and a valuation is then produced.

If you wish to challenge our valuation, in order to do so 3 competing adverts with valid URLs must be provided with an explanation on why you feel the figure offered should be increased. Our claims team will then assess the evidence you have provided us and revise your settlement figure if required.