PEX Insure Bewertungen 208

AVOID AVOID AVOID!!!!!!

Trading as NOVA DIRECT INSURANCE
Don't waste your money - customer service is non existent - called them today and a recorded message suggested I use chat feature online rather than a person. When I did get through it sounded like the rep was in a cave and there were two men in the background having a loud conversation totally unrelated....the rep could not hear me because of that....eventually I was told even though my car was dangerously overheating (and warning indicator was saying STOP! , )that because it was running they could not send anyone to help. I had to sit for an hour for it to cool down and then limp home...thankfully only 3 miles....hoping my car is not seriously damaged because of their seriously poor service!!

I submitted a motor excess claim in November and have since provided all the documents requested. I have sent several emails with no response. I have tried contacting them by phone and have been waiting in the call queue in excess of 30 minutes and either get disconnected, or they have not received the documentation, or Sam is in a meeting, or advised will call back, however nobody calls back or provided any updates. Unfortunately this is likely to be a long process to get my Motor Excess claim if at all. I will have to start the initial financial ombudsman process and see how that progresses.

Update - Received a quickly reply back. Strange quick to respond back to reviews but not to claims. I will wait to see how long it actually takes to get my claim fully processed and paid.

Had the unfortunate experience of PEX Insure through Nova Direct for my phone insurance.

May advice is avoid this company. I wish I had! They auto-renew a week in advance and charge you £9.98 for the privilege of not renewing your insurance with them! No other insurance company I have ever used has felt the need to charge for me NOT renewing insurance with them! What a joke this company are.

One of their customer services agents, who I’m not allowed to name, who deals with complaints is particularly unhelpful and didn't even bother to reply to my last email, even when I chased her up about it.

AVOID AVOID AVOID! The cheapest company will not give you the best service.

Thanks for the reply but it bit too late my review was done nearly 3 YEARS AGO.

I bought a car insurance, windscreen cover and breakdown insurance with Nova direct / PEX insure as it was the cheapest quote on money supermarket. I paid the full year upfront. I had a phone call to validate the policy and I upload all the documents they asked proof of address, NCD, driving licence, and car V5 document. Never been asked to give so much documents, wonder what they are doing with those. I received an email with a cancellation letter attached which said that I will be charge for 15 days of insurance and that I should not contact them to know why and in bold that my car was already out of the car insurance database. I phone them to tell them there must be a mistake, who could explain how with 30 years of driving experience, 2 accidents not at fault, no claim for the last 10 years and no conviction, paid the policy in full and never involved in fraud I could have my insurance cancelled. They said that it is the right of the insurance to cancel during the 14 days cooling period which is for customer and not company! I complaint to pex using the website but did not get any response so I emailed directly PEX. I received an email back and was told the same rubbish about the cooling period and that I would be charge prorata so about 90 pounds and that my insurance was not refused. I contacted other insurance and read the cancellation letter and the first email from the complaint department and was told they could not insure me unless I have a proof in writing that it was not a cancellation and I do not need to declare it. I Then I received some money back with the pro rata as stated I should have paid £17.67 I paid 70.64 which is short rate 125% pro rata , this is not the same thing. I contacted my partner insurance as I am a name driver, read the cancellation letter to them and the first email following my complaint to them and was told I could not be insured anymore and we had to pay £38 extra. I had to complaint again to PEX insurance and they have got back to me by email saying that I do not have to declare it as it was not cancelled! The title of the letter was "notice of cancellation"! It would have save me a lot of time and nerve if the letter would have said something on the line" Sorry we can not insure you anymore this does not count as a cancellation a refused or void insurance.
Nova direct customer service is very slow to answer phone or chat and are very unwelcoming, I don't think they can access any of your details as I was told 3 different things one phone call 27 October that my car was already out of MID, one chat that my policy was valid till 27 October 2021 (I have the transcript of this), One phone call that everything should be fine the next day. I try to contact pex insurance by phone and could not heard anything as the line was so poor. The only way to complaint is by email to PEX insurance.
A very stressful experience that cost me 2 weeks to resolve and £70 for 2 weeks insurance, that I only use for one week as I was told my car was out MID on 26 October and costly phone call as you are on hold for a very long time.

I would recommend that for everyone (and there are many...) who have given this excuse for an insurance company a single "star", you raise a formal complaint with the Financial Ombudsman.

Just search "Financial Ombudsman" and you will find their online Complaint form there.

Wow! So completely bad as a customer experience. Took out a policy for lost car key. When I attempted to claim the response time quotes by them was 14 days!
Totally terrible experience. Call Centre guy was rude and uninterested. Could hardly hear him too as a woman beside him was shouting at another Customer.
Just avoid.....avoid.....avoid

Update: Dec 31st 2020
I have still had NO response whatsoever regarding my claim. I am now reporting them to the Financial Ombudsman and recommend everyone else does the same. This company should not be operating.

Update: January 4th 2021
Still no response. I have resorted to calling them. Been waiting in a "Sorry...." queue for almost an hour so far...
Update: February 15th 2021
Payment of £70 received almost 3 months after losing my car key. Originally they offered me £50 so I had to point out it should be £70 as they had misread the invoice I sent them and hadn't included the VAT.

I took out gadget insurance with Nova Direct in March 2020, to cover my iPhone and MacBook Pro. I thought with these both being an everyday part of my life, it was important to protect them.

The first bump with Nova was when I had to validate my gadgets and realised, they hadn’t actually been insured. Validation involves sending photos of the gadgets working, along with serial numbers and proof of purchase. Nova Direct don’t make it explicitly clear that gadgets need to be validated when you take out insurance, probably using this as a method to escape payment when customers try to claim.

In November 2020, I accidentally dropped my phone, causing the screen to go blank. I initiated a claim and paid for a ‘CheckMend Report’ (you must do this within 24 hours of damage, or they will likely refuse the claim). Later, I had an email from Nova explaining they had been attempting to call me, on my broken phone, to discuss paying off the full insurance policy before the claim started. I requested a link to pay this online and received one two days later through email.

Throughout the claims process, I occasionally had questions which I tried to ask through Nova’s online chat system. Sometimes I received a reply, but more often than not, the operator ignored my question. They state that their claims department are ‘offline’, so you can only contact them through email or online chat, I suppose this is more convenient for ignoring customers who need urgent repairs.

On the Monday after the damage, I took my iPhone to the Apple Store to obtain a quote for the device, £189 for a screen replacement. I then emailed this quote to the claims team, along with all the other relevant documentation. The claims are dealt with by a company called ‘PEX Insure’.

The claims team, from PEX Insure, later replied stating they’d only pay me £94.99 for the repair as they’d found a website offering iPhone screen replacement for the said amount. I researched the company that they’d suggested, and it didn’t take long to find that they’d been fined in 2018 by Trading Standards for using counterfeit parts for phone repairs and claiming them to be genuine.

I replied to PEX Insure, stating that they’d just recommended a company that could possibly be providing counterfeit parts for a phone repair and I’d be extremely unhappy to send my phone there. If repairs aren’t completed by Apple Authorised Service Providers, the warranty is void. Apple on their own website states that repairs by third-party companies can cause further issues and can even be dangerous.

At this stage, my phone had been broken for 4 days, so I decided I’d have to pay for the repair from Apple. PEX Insure have refused to pay any more than the £94.99 quoted by the company which does not use genuine parts, possibly causing further damage to the device.

Let this be a warning, both Nova Direct and PEX Insure don’t really operate as insurance companies, more of a ‘take your money and refuse to pay-out’ company. If this is how they act with gadget insurance, I’d dread to think how they behave with anything more important e.g. breakdown cover.

If your gadgets have any importance to you, I’d recommend finding an insurance company with a fast claims process, rather than one who takes days to respond to emails and recommends untrustworthy repair sites.

Cheap for a reason! They will take your money and then find any loophole to get out of paying out. Did not notify me that I had to validate my insurance within the first 7 days therefore ended up paying a years worth of insurance which was then not actually valid when I wanted to make a claim. Asked if I could be refunded for paying 12 months of a void insurance policy and refused. A company making money out of misleading others and relying on people not being fully aware of terms and conditions in order to make money. Waste of money

This review relates to PEX insure and also to their broker Nova Direct which appears on major comparison websites. Please if you are raising an issue about this company make sure you post on the Nova Direct Trustpilot page as well as that is where people are more likely to look when they see an apparently cheap quote on a comparison website.

This review is on behalf of my friend who has Parkinson's Disease so needs help with some IT tasks.

PEX insure (via Nova Direct) offers Home Emergency cover at £55 for Gold package or £139.99 for Platinum, the only difference being that Platinum includes an Annual Boiler Service. There are no restrictions detailed in the pre-sign up information or policy documents about when you can choose to have the boiler service, but when you contact them to try to arrange it, they say you cannot have it until the very end of the policy and then only if you renew. Withholding the boiler service (that you pay £84.99 upfront for) till the end invalidates the cover during the year unless you have had a boiler service from someone else immediately before taking the policy out. As this is an unfair contract term not clear from the policy documents, you should at least be able to cancel without penalty when it is revealed, but no, there is a penalty of £10 to cancel.

The customer service is appalling, they do not allow email communication so you can have a record of discussions (and ignoring of concerns), they refuse to provide a record of webchats (which my friend could not screenshot due to Parkinson's Disease affecting his fine motor skills - he made them aware of this), you cannot speak to a supervisor. You can only complain in a web form, of which again they will not provide a record. Their response (which came from PEX insure) to my friend's complaint was to claim that the policy doesn't include a boiler service (despite that being the key feature of the platinum cover advertised on their website and major comparison websites), and to terminate the contract and apply the penalty, without his agreement.

The reviews indicate that there are similar problems with all the other types of cover they provide. Positive reviews on the Nova Direct page appear to be entirely from people who are pleased with the cost of the cover and ease of taking it out, none from people who have tried to use the cover. Please avoid, and if you have been affected please make sure you reflect that on the Nova Direct review page (or other broker if they use others) not just the PEX insure one, so that people can be aware.

Absolute crooks and thieves who only exist to steal money. Refused to attend a boiler breakdown as apparently its not a home emergency! Never heard such a ridiculous thing ever!!! The lowest of the low lives. Worse than thieves.

Absolute disgrace of a company, avoid at all costs.

Had my phone stolen and they've put as many obstacles as humanly possible to receive a replacement device. You cant speak to anyone on the phone and they take 2 days to reply to a single email.

First off they asked me to lie to 'reportmyloss' and say my phone was lost and not stolen. They asked me to lie and then get proof it had been reported lost. When i spoke to report my loss they ensured me that PEX insurance should not be asking for this information.

When I relayed the findings from report my loss they now stalled further by asking for a crime report which I had sent them 2 weeks prior.

Finally lost my patience and rang them up for a second time as they dont let you speak verbally with the claims department. i was left to speak to someone on the phone from head office who had very poor English and regurgitated unhelpful bile from a script, that i had to wait for an email reply and its being processed.

Disgrace of a company, so unhelpful, make it as hard as humanly possible to receive your claim by putting up barrier after barrier combined with 48 hour brief replies.
They hope you get that annoyed with them that you just leave the claim so they can keep your money.

Absolute joke I will be taking it legal if they don't proceed with my claim ASAP

Total rip off....robbing bustards...put a claim in on my gadget insurance..same day it happened..they never replied so sent another email a week later...claim now denied because of that...AVOID

DO NOT BUY INSURANCE FROM THESE PEOPLE.

Pex Insure, and their Broker, Nova Direct, are an absolute disgrace to the insurance profession.

When I accidentally dropped my phone in August, they were quick to take my money, but it took them until late September before they decided I'd taken too long filing the paperwork!

It would take the better part of a week to get them to answer simple questions. In the midst of the Coronavirus pandemic, they obliged me to travel to Sheffield, an hour's round trip, in order to get a repair quote, only to tell me - two WEEKS later - that I could have got it from the shop down the road!

Absolutely awful; do not trust them.

Absolutely pathetic and useless! And they claim to call themselves a Organization. I have a iPhone XS Max which has unfortunately received some damage to the front and back and would like it to be repaired, therefore I went to Apple to get a estimate repair for the phone which was £589. However the guys at Nova/Pex have compared my phone to other damaged ones to offer me a average of £310 to buy the iPhone off me or £60 towards a repair. I don’t understand how this makes sense as a insurance company because both outcomes are leaving me in the same situation and not helping. I just need a device in good working order. And then to top it all of the guys at the call centre can’t tolerate my harsh words in regards to their unprofessional company and approach so decide to reply with “don’t make me say something I’d get into trouble for”.

If we had known how poor this company was we would have never of used them. Took Insurance cover out for a mobile phone. paid the insurance in full so that i could if i had any problems just claim quickly and easily.
they rejected my claim because i didnt provide evidence i had bought the phone (within 7 days), even though i can still prove this to this day! as its on contract and all the details of the device are in my name!
anyway they rejected the claim and said that the insurance is still valid but not for that phone. (which doesn't make sense! as what are the insuring??)
So they have literally just taken my money, not pressed me for the details and just assumed that id never claim after spending all this money with them!
i will be contacting the Financial Ombudsman almost immediately after posting this. As something needs doing about this company, otherwise they arent actually doing there job and insuring anythin! so from what i presume it must not be valid!
Anyway hopefully it doesnt come to it but see you in court!

UPDATE
Regarding your reply i have searched for your name PEX in my emails and apart from since the claim was made there is only one email from you which is the policy document that has ever been sent to me where it mentions the vaidation so its not three times like stated.

you say its to help Expidite claims and avoid fraud, yet i have all the documentation to prove all of this, so at no point can this be fraud!
as far as im aware according to my emails, you will not cover anything without this so its not to expidite anything! its simply to avoid paying out!

Avoid at all cost.
Instead they should deal with claims they deleting bad reviews.
I have written previous review after very poor communication and no claim was sorted even they have always excuses if I have asked directly to talk the manager called Sam,answer was always she is on the meeting.They don’t wanna resolution just your money.
Worst insurance company I’ve ever been with.
26.08.2020
I have finally got in touch with the manager Sam.Have to admit she was helpful with my claim and said because it was no my fault ‘the car accident I took excess insurance with PEX.’it cannot be paid out.She was right and I realised ,that it’s my primary insurance company Markerstudy , mistakable leads me to wrong claim.
Have to correct this misunderstanding ,but it was quite long time to come to this outcome.

Wish I could give 0 stars, don't make the same mistake I did.

A long story but learn from me. Last August I got my first phone on contract, I've always brought second hand but wanted to have a decent one as I had some holidays and weddings coming up this year so would be nice to get good images. Brought a Huawei. Great phone, recommend. Because I was nervous about having my first contract phone I got out insurance as soon as possible, I went with Nova Direct, or PEX. What a mistake. Paid the whole yearly amount in one go.

Start of December I got pickpocketed whilst in a shopping centre and they stole my phone. Luckily there was an EE right in the shopping centre I was in there within five minutes, blocked the phone so they couldn't use it. Looked round everywhere in the shopping centre for two hours then reported to the police. Got a police number. Next day I had to use someone else's phone to call Nova Direct and make a claim. They said everything was fine for me to make a claim and they would send me the form to fill in. I had to chase for this. The whole process was so slow, and so long. I was stressed as my job means I travel a bit and I live away from my family so I rely on my phone a lot and I was without. 10th December I made the claim and was told on the phone I would have a replacement phone before Christmas. Was told my claim was looking good. Was told they were processing it. 22nd December and I was told my claim was refused as my policy wasn't valid. There's a small print in the contract where you need to send an image of your IMEI number or your contract will be cancelled. Why wasn't my cancelled? Why was I told my claim was being reviewed if I didn't even have a policy? They are full of lies. This is such small print you'd need a magnifying glass to see it and there's so many double standards. It's all a load of rubbish.

The thing is which nobody tells you is that the policy is for MULTIPLE gadgets. As I said this was my first contract phone I don't have any other gadgets. When I brought the policy it asks what phone I am insuring. Why does it need to do that if I'm buying for multiple gadgets? So. Many. Holes. Worst part is they emailed me this month asking me to renew and saying they'll charge me for a renewal. For a phone I don't have. I'm no longer in possession of an insurable phone because it got nicked and they didn't cover me. The reason it's taken me this long to review is because I was talking to the FO about how dodgy this all is.

Just don't use these. You see all the good reviews have never made a claim. When you buy a policy they ask you to review to be entered into a draw to win an Amazon voucher. So don't trust them. They'll also probably delete this.

If we had known how poor this company was we would have never of used them. Took Insurance cover out for a mobile phone, Oops Insurance , equally as bad. Surprise, surprise they rejected the claim, this was in view of the fact that the phone was purchased by father for me, proof of purchase provided, contract in my name and crime number supplied.
In most instances it is a waste of time making a claim as they will not settle and will wriggle out of making payment.
As a consequence we have an on going complaint with the Financial Ombudsman. Dealing with this organisation is a very painful business, and it's as though PEX Insurance know that this entity, will do very little to investigate the unscrupulous practices of their organisation, therefore they continue to trade in my opinion ripping people off, do not touch them with a barge pole!!
They don't even handle final complaints correctly, they do not even state that you can make a claim to FOS. it is very slow, hence PEX continue unabated, you have to allow them 8 weeks to respond to your final complaint for starters. Equally , communications with FOS is very, very slow. As a consequence , I have now made a complaint to my local MP, hopefully he can speed up the process so one day we get justice for being ripped of by PEX Insurance.

I had a gadget insurance with them (nova direct) and it took more than two months to deal with my claim. Initially they rejected my claim because of lack of communication between them and high level of incompetence and I end up with an offer made based on average market value even though they say on their website that if the product cannot be repaired it will be replaced. Waste of time, money and nerves.
Don't use these crooks!

After reading other reviews of a similar experience to mine, I would like to explain my situation in more detail.

My insurance was with NovaDirect and was contacted by PEX Insure when I made a claim. They priced my Samsung Galaxy S10 between £200 and £250 market value, what a joke! and offered me £220.

When I asked for links for these valuations, they gave me a cropped eBay phone image with only the price showing not the description. I found the phone on eBay and it was a damaged phone they had valued as in working condition to pay out next to nothing. They purposely cropped the image to hide the phone was damaged!

I caught out their fraud, and they re-valued by phone at £280. Realising these are scam companies I thought I will take my losses with £280, they ended up paying out only the original fraudulent settlement cost of £220. They ignore my emails, I created a YouTube video with screenshot evidence to show the world, they had it taken down cuz I used their logo. I am editing the video to remove the logo's and will repost.

The same organisation has many many insurance companies, and it is some sort of a con/scam.

UPDATE: Since I uploaded the YouTube video, they quietly paid into my account the outstanding £55. Prior to this I would email them daily/hourly at one point with no response. I believe if it wasn't for the YouTube video they would not have paid me the outstanding amount, although they still greatly undervalued a Samsung S10, as you still cannot get a Samsung S10 for £280 right now!

Other companies under the same organisation to be aware of,
AMRAK (EUROPE) LIMITED (10883825)
SHINKENDO (UK) LIMITED (08947578)
BUMBLE BEE ESSEX LIMITED (09384702)
PREMIER INSURANCE CONSULTANTS LIMITED (03482686)
POLICY EXCESS INSURE LTD (10706852)
PEX HOLDINGS LTD (10961773)
NOVADIRECT
NOVAINSURE

Beware, they will con you, if you decide to make a claim!