Do you quote over the phone?

We do not provide a telephone service as we are an on-line business, this ensures we can keep our premiums as low as possible, you can get a great quote for all our products on our website, which has been built to be as easy and straight forward as possible for our customers to use.

How can I contact you

As we are a dedicated on-line Broker we provide a comprehensive FAQ section you can use to answer any questions you might have, alternatively you can go to our contact us page and complete our on-line form or email us, we aim to respond within 2 working days. If you have an urgent support question then please contact us on 0333 305 2226 during business hours.

How do I unsubscribe from your mailing list?

We try at all times to provide our customers with relevant information and products throughout the year, such as; reminding you about your policy renewal, informing you about relevant industry news and facts, however, if you do not wish to be contacted by us then you can opt to be removed from your client area.

Is it safe to use my credit card?

Yes, purchasing through Novas is safe. Every credit card purchase you make is made over a VeriSign secure server utilizing Secure Sockets Layer (SSL), which is the industry standard and amongst the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address so that it cannot be read as the information travels over the internet. Worldpay process all our payment transactions.

Can I use my Credit card to pay for my policy?

Yes, we take all major credit cards

Can I use my debit card to pay for my policy?

Yes you can pay by debit card

Can I pay for my insurance monthly?

We only offer a paid in full policy currently, this enables Novas to keep premiums as low as possible for our customers

Can I use paypal to pay for my insurance?

We do not accept Paypal at this moment

What do I do if my payment is declined?

If your payment is declined it may be because you have enterd the details incorrectly or your secure code password, please try this again. If the information is correct we can accept 3 attempts from the same card before we ask for an alternative payment method, your insurance cover will not be in place until we have had payment confirmed.

How much are credit card transaction transaction charges?

Novas are charged on each card transaction our customers make, however to keep premiums as low as possible Novas do not pass these charges onto its customers. The only time you will incur a card transaction charge is if you cancel your policy with us, charges are detailed in our terms of business.

How much are the debit card transaction charges?

Novas are charged on each card transaction our customers make, however to keep premiums as low as possible Novas do not pass these charges onto its customers. The only time you will incur a card transaction charge is if you cancel your policy with us, charges are detailed in our terms of business.

How much are the business card transaction charges?

Novas are charged on each card transaction our customers make, however to keep premiums as low as possible Novas do not pass these charges onto its customers. The only time you will incur a card transaction charge is if you cancel your policy with us, charges are detailed in our terms of business.

How quickly do I need to act when making a claim?

If you need to make a claim, it’s important that you inform your insurer straightaway so the claim process can start immediately, you can find all the information you need on this on our claims page

Will making a claim impact on my future premiums?

This depends on the type and cost of the claim. There are some things you can do to minimse impact on your future premiums if you make a claim, such as; keeping the period of using a replacement vehicle as short as possible to keep the claim cost down

How do I make a claim?

If you need to make a claim then click on the claims page, this has all the information you need.

I've forgotten my sign on details to my personal Novas account

Your sign on details for your secure personal Novas account is your email address and the password you created at the time of generating your quote or policy. You can reset your password if you no longer have your password.

Can I change my sign on details?

Yes you can, at anytime, we will email you a link that will take you through the process to do this.

How do I sign into my personal Novas account?

You can sign into your secure personal Novas account via any page on our website by clicking on the 'Login icon' which is located at the top of every screen or using this link.

You've asked me to create a password, why won't you accept what I've entered?

Our only rule for creating a password is that your password must contain at least 7 characters, where at least 1 character is an uppercase letter, 1 character is a lowercase letter and 1 character is a number., so if your password complies with this then the only other issue may be that the second instance of your password entered doesn't match the first. Please ensure that the Caps Lock isn't on and re-enter your password. This enables us to keep your data secure.

How do I update my personal details?

You can update these from your secure Novas personal account area, accessible by logging in via the login icon at the top of every page - Sign in with your login details (email addresss and password), then select change my details.

When will I get my documents?

Once your policy has gone on cover we will email you a link to your secure personal Novas account where you can access, download and print all your documents

I can't find my policy documents?

Your policy documents are stored in your secure personal Novas account. Once logged in you will be able to see all of your quotes and policies and retrieve the associated documentation.

How do I know what's included in the policy?

You can access all policy documents to our products by signing into your secure personal Novas account and clicking on the 'policy documents' icon.

Can I change make changes to my policy?

You can make changes to your policy at any time by signing in to your secure personal Novas account, however additional premiums and fees may apply depending on the type of change you make as set out in our terms of business.

To keep our premiums low you can only make changes or purchase your policy online.

How long is my quote valid for?

You can access, change and make live your quote details, by signing into your secure personal Novas account, your quote is valid for 30 days from the original quote date

How do I retrieve my saved quotes?

When you first generated your quote with us you would have created a sign in for your secure personal Novas account, this will be your email address and a password you created at the time. You can retrieve your quote by signing into your secure personal Novas account and selecting retrieve quote

How do I get another quote?

You can get another quote by signing into your secure personal Novas account and click onto the relevant product and quote button, then all you need to do is follow the quote process.

How far in advance can I get a quote?

Typically most insurance providers will only quote one month in advance due to changing costs and pricing of insurance policies.

Is there a cost to get a quote from you?

Getting a quote from Novas is absolutely free. Our goal is to simply to offer you the best products for the best prices.

Can you cover my fleet?

Yes we can cover your fleet, we can cover up to 10 vehicles online, if you require more contact us and we can still help.

Are you limited to the main providers?

No you are not limited to the main distribution providers with your Novas policy we cover you and your vehicle and not the providers so whoever you are working for we can cover you.

Do you do hire and reward for my vehicle?

No we do not currently cover hire and reward for your van or car, we have a product on its way soon, contact us if you would like a quote.

Can I phone you for a quote?

No. We are a purely on-line insurance Broker and therefore cannot complete quotes over the phone. We have designed our website and personal Novas account with this in mind and so you should be able to quote, buy and manage your policies completely on-line.

How do I know what my policy covers me for?

You should always read your policy documentation to ensure you have the right level of cover you require, you can access all your policy documents by signing into your secure personal Novas account, which is located at the top right of every page on our website. From here you can download and print your documents.

Can you explain the various vehicle uses to me?

Social, Domestic, Pleasure and Commuting - Is designed for casual use of the car and also commuting to and from a single place of work. Social, Domestic and Pleasure - Is appropriate for when a car is not used for work at all. Business Use - Means you drive your vehicle to several sites away from your permanent place of work i.e. an operational manager may have to travel to several different offices on a weekly basis. Commercial use - Is appropriate for when a vehicle is used for door to door or travelling sales.

I don’t have proof of no Claims Bonus, can I still get cover?

Yes, you do not require no claims bonus to get cover from us.

What is the motor insurance Database?

The Motor Insurance Database keeps a record of all cars which are insured. If a vehicle doesn't have valid insurance or Statutory Off Road Notification (SORN), the owner faces a fine or prosecution, and their vehicle could be clamped, seized and destroyed. So it's even more important that you make sure your car's insured at all times. We update details of all the vehicles we insure on the Motor Insurance Database. You can check that your correct registration details are shown at www.askmid.com. Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct. If there’s been a claim or accident on your policy before you cancel, you’ll need to pay the full premium for the year – there are no refunds at any time for cancellation after a claim.

What is the GDPR (General Data Protection Regulation)?

This is a legislation change that comes into force on the 25th May 2018. The law has been changed to ensure that all elements of Personal Data are collected, held and shared only when necessary and with prior consent.

How does GDPR affect me?

You will have noticed that you have received many emails from existing holders of your Personal Data asking you to refer to their updated Privacy Policy. This is usually notification that they have made the necessary legally required changes to their Process and Procedures. This will include explaining how, why, when, what and where your information will be held, used and for how long.

The Legislation change gives you the “Data Subject” and added layer of protection knowing that everyone operating or doing business within the EU has to follow the same rules of Transparency, consistancy and security when dealing with your Data.

Is my Insurance Policy affected by the GDPR changes?

GDPR will not affect your Insurance policy, procedure or price, at most you may be asked to read some additional Terms and Conditions on the Website or in your Documents.

Who is the leading authority on GDPR?

The Information Commissioner is the Regulating body for this Legislation and details of the GDPR changes can be found on the website at www.ico.org.uk.

However in our Company you can contact our Data Protection Officer Zoe White on privacy@XXXXXX should you need any further information.

What fees woud I have to pay if I cancel my policy?

Table of fees (Inside 14 days = £15 plus card payment transaction costs, Outside 14 days £25 plus card payment transaction costs, and renewal decline (pre-renewl date = £0 plus card payment transaction costs, post-renewl date = £25 plus card payment transaction costs)

How do I cancel my insurance policy? (Within 14 days of taking a policy with us)

You will need to sign into your secure personal Novas account to cancel your policy. If you change your mind shortly after buying, you have two options to cancel your insurance within 14 days of the start date: You can cancel the policy back to the start date. This is your statutory right to cancel, but you will need to pay a £25 cancellation charge. On cancellation we will return your payment in full, except for any non-refundable card fees and the £25 cancellation charge. In effect, this means that you have not been covered by us fo that entire period. Alternatively, we can cover you for up to 14 days. If you cancel during this time, we’ll return your payment for cover after the cancellation date, except for any non-refundable card fees and the £15 cancellation charge. It’s what’s known as a pro-rata refund, and takes into account the time you’ve been covered by us. Please note that no refunds will be paid if a claim has been made against the policy.

How do I cancel my insurance policy? (After 14 days of taking a policy with us)

You will need to sign into your secure personal Novas account to cancel your policy. You can cancel your insurance after 14 days from the start date, provided You have not made a claim, You will be entitled to a refund of any premium paid, subject to a deduction for any time for which You have been covered. This will be calculated on a proportional basis but subject to an administration charge of £25.00. For example, if You have been covered for six (6) months, the deduction for the time You have been covered will be half the annual premium.

If We have paid any claim, in whole or in part, then no refund of premium will be allowed.

If We become aware of a claim that was unreported by You and the annual premium remains unpaid we reserve the right to deduct any outstanding premium from the amount We settle to you or any third party for such claim

How do I cancel my insurance policy? (After renewal notification)

You will need to sign into your secure secure personal Novas account to cancel your renewal policy. If you can cancel your renewal insurance policy up to the renewal date, you will recieve a full refund and no cancellation charge, however, non-refundable card fees will apply. If you cancel your renewal insurance policy after the renewal date, within 14 days you will reccieve a full premium refund minus our £15.00 cancellation charge, after 14 days you will be charged for time on risk and you may need to pay a £25 cancellation charge.

How do I complain about a policy I have with you?

We want all our customers to be 100% satisifed with the products and services they receive from us, that is why we have a very clear and resposive complaints process. Our complaints page show you how to formally complain to us.

What can I do if I am not happy with your response to my complaint

If you are not satisifed with they way we have resolved your complaint, you have the right to refer your case to the Financial Ombudsman service. You have 6 months from the date of our final decision communication.
You can contact the Financial Ombudsman service at:
Financial Ombudsman service
Exchange Tower
London
E14 9SR
Tel: 0300 123 9123* or 0800 023 4567
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk
*Lines are open 8am-8pm Monday - Friday and Saturday 9am-1pm