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In September 2026, after a non-fault accident, United Legal Assistance passed me to Novo Incident Management, who supplied a Mercedes that was not like for like compared to my Range Rover autobiography. Communication was poor throughout, no help when my repair overran right before a family trip, no suitable alternative, and no meaningful response. Then I was told at short notice to return the hire car, and afterward Charged a 65-pound cleaning fee, while separately an invoice addressed to my company showed around 4,000 pound VAT on what was effectively a 72-day hire. It felt like a 20,000-pound hire for a subpar car, with me footing the VAT plus admin fees. They even said they'd charge a 45-pound admin fee for passing on details for a PCN, even if I appealed. Overall, it felt exploitative, unhelpful, and focused on fees, not customers.

If i could give 0 stars I would ! This insurance company is a complete scam the way they make you pay your own vat on a claim which was none fault! Plus the rental car they gave us was for 3 months when it was them holding payment to the garage carrying out the work

They have owed me over 2k since the beginning of March and now they have stopped communicating via email. And when i phone they say that everyone is busy!

Absolutely horrible company
Scam scam scam
Avoid!

Sadly this company has gone down hill since I first started insuring my vehicle with them. Then I first went with them I dealt with a gentleman called Dominic who was brilliant, he was knowledgeable and worked hard to find me the best policy at a good price. Then at renewal last year I dealt with James and again he was brilliant, made the changes I asked and still got me a cheaper price than the previous year with the same insurance company. But this year both these guys have left and the experience has been awful, I spoke to someone called Andy and he was so rude and patronising, eventually spoke to Jack and he was much better but still could after my experience with Andy I simply could not justify insuring with Novo again. Shame really as Dominic and James were brilliant.

Really been a good experience, the most understanding and polite people I have had the pleasure in dealing with! Hats off

Fantastic experience. Sourced a vehicle for me and arranged insurance. Excellent service would highly recommend.

Terrible service so far. Want so much information just to arrange a hire car. Did not advise if calls are being recorded and kept talking over me when trying to get an answer to a simple question. Agent was Paulo

Terrible communication and management could care less….

Best car insurance and more importantly the best customer service you can get, no hanging around on the phone

A truly brilliant service, would recommend time and time again

Andy is an absolute gem! This was truly the best customer care experience I’ve had in years. Excellent excellent excellent!!

After ordering my Tesla Model 3 Performance, I then set about obtaining the usual quotations for insurance. I came across a very positive mention of Novo on a Tesla owners forum and gave them a call to discuss my requirements, which included making sure that my planned modifications could be covered at a reasonable cost.
I dealt with Aimee Billington, who was superb from day one! Not only was she able to offer the most competitive quotation and the promise of a Tesla courtesy car, should the unmentionable happen, but she stayed in touch throughout the lead-time to make sure that my quotation remained so, which it did!
For anyone looking to insure their pride and joy, I HIGHLY recommend you speak to Novo, who, I'm sure will look after you better than any of the faceless corporates!

Great service. Well specified cover, dedicated person to speak to. Excellent assistance in the event of a claim (I accidently dinged my left rear bumper). Quotes were on par/ better than the comparison sites. Fully recommended.

Fantastic service from the first phone call to the last. Sorted everything out and made the whole claim completely stress free. All the staff where superb friendly and very professional. Use them you will not be disappointed..

Really Great people to deal with. went out of their way during a claim to keep my inconvenience to a minimum. Andy Quick MVP. 👏👏👏

My claim has been dealt with with good understanding and proactive. Thanks.

Easy to deal with

very straightforward to set up a new insurance policy and competitively priced given how comprehensive the cover is. Friendly on the phone.

Excellent service - James, Theo & Andy all kept up to date and nothing is too big a task.
Seamless claims management service, highly recommend.