Complaint – Escalation2022-12-31T19:24:08+00:00

Customer Services

Customer Relations

Customer Relations Escalation

We’re sorry to hear that you have reason to escalate your concern to Customer Relations. Please complete the form below and your concern will be looked into by our dedicated Escalations Team.  We aim to have a response to you within 72 working hours, Monday to Friday from 9am – 5pm, however many escalations are dealt with the same working day.

IMPORTANT : Claims are dealt with by Policy Excess Insure (PEX Insure), who are the claims handlers.  Nova Direct cannot overturn a claims decision however we can explain how the policy terms have been applied and ensure they have been applied correctly.

Please note : all fields are mandatory and required to pass data protection and access your policy record.  We cannot answer escalations from anyone other than the policyholder, unless previous consent has been given.