The Claims Manager Reviews 48

As similar to above, I paid £50 for the claim and £70 for my premium policy. And have been offered £75 for my £389 cracked screen because I had not shown proof of the working order which was not made clear in any way.

I had an extremely frustrating experience trying to make a claim with this company for my gadget insurance. The sheer amount of evidence they demand is ridiculous and seems purposefully designed to discourage customers from proceeding with their claims.

For an accidental damage claim, I was asked to provide:

- A **CheckMend Report**
- A **Repair Estimate** OEM Must see it in person?!
- **Images of Damage**
- **Proof of Purchase**
- **Details of Finance Agreements**
- **Details of Any Other Insurance Cover**
- **Proof of Usage**

They won’t even accept screenshots of documents—only PDFs or originals are considered. If any detail is slightly unclear, they’ll reject it. On top of all that, the excess is excessively high, making the whole process feel like a trap to avoid payouts.

This level of bureaucracy doesn’t feel like protection; it feels like a strategy to dodge their responsibilities under the policy. I regret trusting this company and would not recommend their insurance to anyone. It’s more stress than it’s worth.

Estimated Time To Collate:

1. CheckMend Report
Time Estimate: 1–2 hours
Includes signing up or logging into the CheckMend service, generating the report, and ensuring it meets the claim's standards.
2. Repair Estimate
Time Estimate: 3–5 hours (depending on availability of repair services)
Includes finding a certified repair shop, taking the device to the location, waiting for diagnostics, and obtaining an approved estimate.
3. Images of Damage or Issue
Time Estimate: 0.5–1 hour
Involves taking clear photos that meet their standards.
4. Proof of Purchase
Time Estimate: 1–3 hours
If you don’t have the receipt on hand, this could involve searching through emails, contacting the retailer, or retrieving records.
5. Details of Finance Agreements
Time Estimate: 1–2 hours
Retrieving finance agreements, if applicable, may require reaching out to the lender or logging into online portals.
6. Details of Any Other Insurance Cover
Time Estimate: 1–2 hours
Checking policy details from other insurers to gather proof of non-coverage or overlapping policies.
7. Proof of Usage
Time Estimate: 1–2 hours
Involves obtaining records from the service provider (e.g., network or app usage logs).
Total Estimated Time:
8.5–17.5 hours (1–2 full working days)

This doesn’t account for delays in response times from third parties or potential rejections for incomplete or unclear documentation, which could stretch the process further.

Update 12/3
The review was left post conversation direct with you. But if you want a second look now it’s publicly visible: C-195010-95492

Still waiting to hear regarding my claim! It's been 20 weeks now. Stay away from Nova Direct insurance as they pass claims to The Claims Manager who you cannot contact on a phone. I have had to pay the years premium and £200 excess upfront to Nova, on top of the £5K i have paid the vets. Absolutely disgraceful companies. I will be contacting the Ombudsman about these scammers.

Check the terms and conditions VERY carefully, because they will take every detail and use it to avoid coming to your assistance at the roadside.

Can't even get the Claims Manager to send a Final Reponse Letter so that I can escalate my complain to the Ombudsman.

!!!!!!!!!!!!!this is scam!!!!!!!!!!!!!!
i buy insurance from nova direct for my iphone 15 pro max and after 2/3 months i lost my phone. i submit claim to the claim manager and they as me for proof of usage police report and all other documents. i provide them all the documents include proof of usage police report and everything that an insurer need to process your claim. then they ask me for itemised proof of usage just for processing my claim and i contact lyca again. lyca told me you dont need itemised proof of usage because the document they provide me already is enough to process a insurance claim but the claim manager keep asking for itemised bill as i already explain to them. after that they reject my claim the reason was i,m unable to provide them documents with in the 24 hours of claim and guys its impossible to give them all documents in 24 hours because police report and proof of usage takes more time. i strongly recommend you guys to stay away from this scam and try some better insurance instead of these guys.
legal action require against this scam

Never had to provide so much paperwork for such a small amount of money to be sent to me.

Slow turn arounds, poor systems, poor internal processes. Duplicate requests, multiple emails. Took out a mortgage recently and was simpler than this claim for 1000x the money.

A total joke. Require the most ridiculous paperwork to settle a claim, and seriously unhelpful. They work in partnership with Nova Direct, which I'd advise you to avoid - or at least read their terms and conditions extremely thoroughly as their terms means it's unlikely they'll payout. My experience was with gadget insurance.

Terrible!!!!!!!!!
I made a gadget claim via nova direct and it took them two weeks to look into my claim. As we speak, I am waiting for me to be paid to get a new phone. 5 weeks without a phone. Very disappointing and frustrating.

Recently called The Claims Manager for breakdown help. No long voice message and the person was very helpful. Got someone to me within 60 minutes so very happy with the service

I went with Nova Direct for pet insurance (big mistake) and they use The Claims Manager.
Not only did they not cover the majority of the vet bills, despite me buying a lifetime policy, but they've since sent the paltry amount I have been able to claim to an account that is not mine...
Just in the process of fighting to get them to send me the money now.
Nightmare.

07/12/24
In response to their reply - no one has reached out to me on TrustPilot. I was told someone from accounts would be back in touch with me about the missing payment. No one has been in touch. I've since sent an email asking for an update.

My young pup was taken poorly and cost £3000 before Sadley she passed away.
We made a claim via claims manager and they agreed to the claim, however only 10% of our outlay.
Our own fault as should have read the full documents.
We accepted the payment but now taken over 20 working days and still no payment in our bank.
They also agreed to a goodwill payment but this was not in the total payment once added together and when I questioned why they then blamed it on the wrong program being used to send me a response.
Please avoid this company.
I will be contacting the insurance ombudsman and failing that I will go through the courts to get my payments.

This is probably the worst company I have ever dealt with. Atrocious service. Took £50 off me and have now refused to reply to my emails. Had bike stolen with plenty of evidence. They demanded a full police report (I had the email) which the police won't give and say the insurance company should obtain it. The only way to communicate is through email, and they now refuse to reply to me. Will see what the Ombudsman can do about it. A total scam!!

I mean... the reviews say it all really, pointless writing another expressing how awful they are.

Avoid Nova Direct who use this company. Both are a disgrace.

Be careful. Nova won’t take responsibility of a claims decision. Although you’re insured with them, they’ll pass the buck to the claims manager. The claims manager has recently denied a claim, despite having legitimate reasoning & a supporting letter from my vet explaining that it was IMPOSSIBLE to have notified them of a potential claim before I did. Very interested to see what the ombudsman says if this issue isn’t resolved.

Have pet insurance through nova direct. Had to make a claim. Paid upfront for the treatment then paid the excess and then paid the remaining balance for the policy,(not by choice this is the only way to submit a claim).
Was told we would have a decision within a 5 working days, 15 working days later we contacted them to ask why it was taking so long.
Received an email back saying we will not be paid out as our dog had been to the vets without informing the insurance policy.
Absolutely disgusting.

Stay well away from this company and the insurer, Nova Direct. I have a valid pet insurance claim but The Claims Manager has done everything to avoid proper engagement (you'll never get to speak to them) let alone pay out on what is a 100% valid claim for treatment for my dog. Their conduct is disgraceful and it's really awful to think cowboys like this can operate in a regulated space in the UK in this day and age.

This company are absolutely shocking. You can't contact them by phone, they took £150 off me, 2 weeks and still waiting on them resolving it. They are an absolute joke BEWARE

Same logo. Same company. CLAIMING NOT TO BE THEMSELVES. HA IT GETS WORSE!

CCTV PLUS A COURT CASE SHOULD HELP!

Good communication, although the process requires a lot of information sending through and takes a long time.

Utter scam , dropped phone and smashed screen , had to send £50 access and another £47 to finish off monthly insurance direct debits after jumping thru hoops with check after check they offered £75 towards a £379 screen replacement, not forgetting they just had another £97 off me to make claim . Needs reporting