Customer Services

Let’s help with your cancellation

We’re sorry to hear that you are thinking of cancelling your Nova Direct insurance policy and the information on this page is aimed to make the process, and your request, as simple as possible. Please note that we cannot accept cancellation requests by phone or email.

How to cancel

As per section 34 of our Terms and Conditions, which you accepted and opted into at point of purchase, your policy is an automatically renewing policy. Under your continuous payment authority, granted at section 26 of our Terms and Conditions, we will automatically debit your card up to 7 days prior to the expiry of your policy for your next years premiums.

The reason for the fee is, due to our PCI Compliance we convert all online cards to payment tokens in order to guarantee your card’s protection. The administration fee charged is for the work required by our staff to destroy this token, secure your card details and ensure that an auto-renewal is not possible. If you fail to follow this process and your card is debited, please note that premiums charged to your card are non-refundable after cover begins. To cancel your auto-renewal, please select ‘Auto Renewal – Out Out’ as your reason code for cancellation.

What happens and when?

To process a cancellation there is a £4.99 administration fee payable to Nova Direct and a £4.99 fee payable to the Insurer PEX Insure, who are the policy administrators. This fee is non-refundable and must be paid in full prior to a cancellation request being processed. For further details of the cancellation fee please check your Terms and Conditions and Policy Wording, as opted into at the time of your purchase.The cancellation fee is payable prior to the completion of your cancellation and the refund of any premium(s). Upon payment, your policy will be cancelled and cover will cease. Refunds are processed within 14 days and can take a further 5 working days for clearance into your account. For this reason we ask that you allow 3 weeks to receive any return premium. If after 3 weeks you have not received your returned premium, please contact us.

Where can I get further information?

Our cancellation policy, the associated fees and charges, are mentioned prior to purchase under “Key Terms & Conditions”. In addition detail are given within our Terms of Business, your Policy Wording and clarified in our Frequently Asked Questions.

Your cancellation rights are detailed at section 33 of our Terms and Conditions. The cancellation fees are further details at section 25 of our Terms and Conditions. Please note that our cancellation process does not breach your statutory rights.