PEX Insure Bewertungen 208

Also Known as Nova Direct.

I bought my mobile phone insurance from Nova Direct via a price comparison site but my claim was handled by PEX Insure.

It was cheap. They did not pay out. They did not pay out because I did not see a clause that said you had to send a picture of my phone within 7-days of taking out the policy and so did not send one - this was clearly my own fault - dunno how i missed it, must have just got distracted or something and it's not something i'd experienced before when taking out a phone insurance policy. I understand why they might want a picture to stop fraudulent claims...and had i seen the clause i would have sent one.

I wasn't then aware that my insurance was no longer valid (if they sent me a reminder it certainly wasn't a text to my phone and I have no copy of a warning email telling me my insurance was no longer valid).

They continued to collect the money I was paying them monthly despite the phone no longer being covered. When my phone broke I had to pay the outstanding balance in full (the last £24) before they would consider my claim, this is despite the fact that my policy was not valid after day 7 due to me not sending in a picture.

I think it would be better if they sent a text to the phone that is being covered after the 1st 7 days if they do not have the picture to warn their customer that their policy is not currently valid and that any claim will result in them having to pay the rest of the money but will not result in a pay out.

In my opinion that would be them being as transparent as possible. I'd have even been ok if they had just sent me a text after the 7 days deadline saying they had cancelled the policy and charged me a £5 admin fee.

At least then i would not have paid almost £70 for a policy that wasn't valid and yet still end up with a £150 bill to fix my phone.

Up to you what you think.

No doubt Nova-Direct/PEX Insure will want to respond (as is their right) below. I am not questioning the legality of what has happened or the legality of the way they do business.

Ethics however is a matter of personal opinion.

Took out a gadget insurance policy with them and about 11 months in made a claim. Took them 4-5 days for each response after emailing relevant info/evidence etc that they wanted, meaning I was going back and fourth for a while. Eventually they advised my claim had been rejected stating wording from there policy documents which differ to the documents I agreed to and was sent when i took out the policy (i still have these for reference), currently got an ongoing complaint with them due to this but I'm not holding any hope out that they will offer a good resolution. I haven't received a response to the complaint since I put it in 3 weeks ago. However I'll wait for the 5 weeks they stated for complaints to be dealt with before going through the ombudsman.

I was also sent my renewal and as I went to cancel, I found that there was around a £10 cancellation fee to opt out of the auto renewal. This is supposedly due to their terms which also have no mention of a renewal cancellation fee within the terms they sent me. To be fair I've called customer service explaining this and they've advised that they have sent an email to waive the fee but that also remains to be seen.

It's probably also worth mentioning that when I originally took the policy out they advised they needed evidence of the gadget or my policy wouldn't be valid. They sent no details on how to go about sending this over even though they had already taken payment and set up the direct debit. I had to find there contact number and speak to someone at customer service to find out where to send the evidence to.

All in all I wouldn't trust this company in the slightest and would advise to go through a more established well known insurance, even if it costs more.

UPDATE:
Just to add, since they've replied on here asking for extra details to look into it. I have replied to them and given my complaint and policy details and still had zero correspondence from them. It's also been just over 9 weeks since my complaint was logged and I've heard nothing back in regards to it. I've now logged the complaint with the ombudsman, hopefully they're helpful.

Worst company ive ever had the misfortune to deal with. STEER WELL CLEAR

well worth 5 star,customer service & recovery service were excellent for me on the 26/5/20

AVOID AT ALL COSTS - ALSO KNOWN AS NOVA DIRECT

This company renewed my breakdown insurance early, without my permission! They now have my money, for a car I no longer own, and refuse to accept that all of my problems have been caused by their sharp practice.
Really, AVOID them like the plague! Their customer service and telephone operators are like Daleks reading a script!
They are not interested in their customers in the slightest, only in taking and keeping your money, come what may!
ALSO, please be aware that once you have a policy with them , you have to PAY to leave!!!! Even that is con! Buried in the small print is a clause that says you have to pay £4.99 NOT to renew!
However, even if you accept this daylight robbery, you can ONLY do this online (I tried in vain over the telephone), and online, it want's to charge you £4.99 fee (see terms and conditions!), PLUS a £4.99 admin fee (not mentioned anywhere else!
Total sharks and should not be allowed to continue to trade.
These people need investigating - WATCHDOG maybe?

NB: After three and a half years (!!!) a got a response from the company asking for more detail in order to investigate! 😂
This is after I took them to the Ombudsman, who got all of my money back and fined the company - over three years ago!!

Make sure you read their terms and conditions. They charge you £4.99 at the end of a policy even if you do not wish to renew it. They can, it seems, raise the premium on renewal and if you think the increase is too high, or indeed if you just don’t need the cover any more, they will charge you £4.99. As it is in their terms and conditions they will enforce this payment. Beware!

Avoid at all costs !!
My claim is with them, and it been over a month yet they haven't come to a decision. Upon calling their customer service, I am being advised that my claim is awaiting the final decision. Its been a freaking month !! come on !!.

So avoid if you need a phone ASAP. Ridiculous company wonder how are they still in operation in UK!. Is there no one regulating them or checking on them!

This people are dodgy. They will collect your money and will waste your time during claim. Create any reason to reject claims. They had included worldwide cover and then their policy says on purchases only in the UK. They wasted 5months of my time just to tell me that my Apple phone bought from the States is not covered in their policies. They could have been more proactive with their response. Moreover, they kept asking for invoices on the item that has already been purchased(paid for). Email of receipt was forwarded to them. Retrieved straight from Apple but they choose not to be satisfied. And even though I sent my bank statement which reflects the cost of my phone and date purchased, all in my name, they dare tell me that they are do not feel that the phone is mine genuinely. So I must have stolen it from their office :(.They added that I am ignorant for purchasing their product.

Its not my style not to allow people to make purchase with these people but, at your own risk. Note that 10 people paying £50 for their insurance will be 500£ and 50people will be £25,000. Imagine that?

They are the worst insurance company I have ever known. I am making a complaint to the Financial Ombudsman. They delay every stage of the process by months and months. No manager EVER gets back to you. My son’s laptop was issued by disabled student services and the screen cracked. He is deaf and in his final year at Uni dependant on the laptop in lectures etc. They agreed in October to expedite the claim due to his exceptional circumstance. He received the repair funds in January. Dreadful. Caused a great deal of anxiety, worries and grief for us but they lied and lied about timescales, their timescales are completely unreasonable. We wrote to them 3 times making a formal complaint and never had any response even now 10 weeks after the initial complaint was made.

no bother, i broke down and rang for help. It took 3 hours but i live 17 miles from the nearest town. Firm kept me up to date on times for rec overy vehicle.

Good breakdown company. Turned up when they said they would. The man was helpful and friendly. Efficient service.

Worse company ever. Made a claim to recover my access waiver money. Kept getting messed around with staff. Ask to speak with managers always got told they are busy on phone and meetings. Took 2 months to get my money out of this stupid company. I kept getting told it was with accounts department. Week in week out I would call and be told I would get paid on Friday and makes you chase them. Would never Recomend..

I have gadget insurance with this company and made a claim after I damaged my iPhone. I obtained a Genius Bar quote to replace my phone as they didn't recommend repairing, this was for £339. I submitted the claim with all the required information on 31st October and did not hear anything for weeks. I tried calling and was hung up on several times, when I finally got through I was told they couldn't provide me with a timeframe but that it was being reviewed. I then tried emailing several times and submitting a complaint via email relating to the delay and unresponsiveness. I have finally received a settlement offer on 13th December. I have been offered a figure of £150 (£200 less £50 excess) to obtain a replacement iPhone 8. This is certainly not enough! I was sent an eBay link as evidence of how this price had been ascertained and it was for an iPhone locked to another network and BLACKLISTED! Meaning it has been reported lost or stolen so the authorities could seize the device at any moment. Hardly a suitable replacement. I have been without a workable iPhone for over a month and I am unable to replace it despite paying the premium each month. I would not recommend this company at all for gadget insurance, I am very frustrated and disappointed with the service and will end up out of pocket, despite trying to protect against this with insurance. I would not recommend. Reference: C-128993-29010

My call was answered promptly. The customer service was friendly and professional. The recovery was sent within 40 minutes of making the call. The recovery team was helpful and did an excellent job. I can not fault the company I wish I had similar experience with other services.

purchased a cover three months ago broke my phone in the first month, it took over over three months of back to back late replied emails and constantly ringing up to come to the conclusion that they cannot fix my phone because it was purchased under my mothers name . DO NOT USE THIS COMPANY

Incompetence beyond the call of doody...

Just frightening. How bad can one company be?

I won a case through the Financial Ombudsman against them - I have now been waiting THREE months for the settlement payment. They couldn't give a fig about customers or customer service.

AVOID LIKE THE PLAGUE..!!!!!!

AVOID!!!
I would have given 0 stars if possible. I submitted my claim for my laptop on the 6th of July and only just received my settlement today, 31st October! For gadget insurance I find this absolutely appalling. I am a teacher and have had so many issues as a result and it has caused me so much stress dealing with this company. Is it absolutely abysmal. They may reply to this saying there was an issue with my paperwork and “the claim didn’t add up” but they didn’t tell me this until after the 10th call, three weeks later. I rectified the issue and it can no way justify the time period, which they say “is acceptable”. Absolutely not. Even the time period from when they offered me a settlement to actually getting the money was 6 weeks! They tell you not to call but then don’t respond to emails. They hope you will just go away and forget about it.

They also said that if the repair “quote” which Apple gave me, was not actually enough work to repair my laptop (as Apple had stated they couldn’t say for sure how much damage was done until they had completed the work they thought would fix it) that any extra work needed would be “at my expense” when my policy document stated that PEX would repair or replace my product.

I cannot express how negative this whole experience was, please pay a little bit extra for your gadget insurance this is definitely false economy. The reviews I have read are very similar and speak volumes.

Avoid and go to a known insurer!!!!! I am currently going through the claims process and after giving all the correct paperwork / pictures I have obtained a quote from an Apple retailer but they say it is not financially viable to repair so a replacement is required. The response from PEX to this is "We write to further request a more suitable estimate repair quote as the one we have on file does not display fault nor diagnostics of the damaged device in order for us to assess your claim further." The quote clearly states at the bottom the damage and the cost for a replacement. This is clearly a way of dragging their heels and doing everything they can not to uphold the claim.

What more do you want than the front and rear of the phone are smashed the rear is essentially the Chassis of the phone? I also have sent you pictures of the damage what you see is the damage?

****** UPDATE ******
PEX have rejected my claim for the following reasons

1.
“Wear and tear to the gadget, depreciation, gradual deterioration of performance of damage caused by atmospheric or climatic conditions, including cosmetic damage of any kind including scratches, chips or dents.”

I would like to highlight that that clearly stipulates "damage caused by atmospheric or climatic conditions, including cosmetic damage of any kind including scratches, chips or dents.” Atmospheric and climatic conditions did NOT play a part in causing the damage.

Atmospheric condition - Dictionary definition and meaning for word atmospheric condition. (noun) the atmospheric conditions that comprise the state of the atmosphere in terms of temperature and wind and clouds and precipitation.

Climatic conditions - definition, changes, and effects relate to the general weather conditions of a place.

2.
“the failure of any electrical or mechanical component in your Gadget due to a sudden and unforeseen fault, which causes your Gadget to stop working in the way the manufacturer intended, and which requires repair or replacement before the Gadget can be used again.”

The gadget has not stopped working in the way the manufacturer intended it still works fine it's just the front and rear that are cracked.

Your employee that I spoke to on the phone then tried to say the wording in the statements was not how I was interpreting but it is clearly written and cannot be misinterpreted. She then went on to say I cannot claim for a cracked screen and rear glass to which I will direct you to the policy page 5.

"Cover Included
You are covered for the following risks:
a) Accidental Damage: the costs of repairing your Gadget for Accidental Damage. If Your Gadget cannot be repaired a replacement item will be provided."

I have rejected there decision as it is invalid but yet to have a response. I have now contacted the Financial Ombudsman

Christopher mills Reference - C-191199-59122
STAY WELL CLEAR!!!!!
This company is the worst insurance company I have ever dealt with they may be the cheapest but there is a reason for that I just wish I had read the reviews before going with these they are terrible I lost my brand new s10 plus on the 8th of August and it took me having to ring constantly just to get an offer out of them I only got ge offer 20 days ago after false promise after false promises just kept telling me by the end of the day every time and when I finally did get the offer it was well below what the phone was worth £400 they offered i cannot find a like new s10 plus for less than £600 but I feel forced to accept it as I know for a fact if I didn't then it would take another 2 months just to get another offer out of them all you get out of them is send an email and when you do you still have to pester them to reply to it and when they do this is all you get = Good day, Christopher Mills,

We write to acknowledge and respond to your mail received,

Whilst we understand your frustration at the turnaround times, please note that our policy is instead a best-effort policy. This means that we will endeavor to attend to your payment at our soonest, but time to respond will be affected by various factors such as your response to queries, responses from your broker or service providers. Each process is unique and requires individual attention to the process.

We can confirm that all payment is done within a reasonable time period.

Whilst we understand that you are disappointed by the turn around time, we ask for your continued patience as we proceed to review and finalize your payment.

I promise you they are an appserloot joke.
And I payed them nearly £110 so they are only really giving me £290 but again they do not want to pay you anything thats why they take the mick hoping you will give up and go away they are very good at taking your money but when it comes to paying anything out they drag it on and on false promise after false promise i have been waiting nearly 3 weeks now just for them to send the money!!!!
Honestly stay well clear pay that extra money with someone with good reviews or go with your phone provider these lot are terrible!!!!!