Getting money back from cancelled insurance

My daughter took out a car insurance policy with Nova on 1st June. She cancelled it on the same day as the sale of the car she was buying fell through but didn't get confirmation in writing of it being cancelled until 4th June. They then said they'd be taking £60 for admin and £25-£30 for the day's insurance. (Far too much which she'll be disputing once she's got her money back.)

They said she'd receive her money (£900+) back to her within 6-8 weeks, today is the 8th week and still no money. She rang them today and they said that it's 8 whole weeks so it could be another week but to ring them Wednesday if she still hasn't got it by then.

Is there anything else she could be doing? It's a lot of money and a lot of time when all they need to do is transfer it back into her account, which they agreed would be the way they pay her rather than a cheque.


  • QuentinQuentin Forumite
    40.4K Posts
    Whenever you are unhappy with your insurer the route to go down is a formal complaint in line with their complaints procedure

    Then if they ignore you for 8 weeks or you are unhappy with the reply you can escalate to the FOS for their adjudication all at no cost to you
  • agrinnallagrinnall
    23.3K Posts
    How did she pay? Did she use a debit or credit card (if not she should certainly do so in future)? If she did then contact the card issuer to request a Chargeback.
  • lisyloolisyloo Forumite
    28.2K Posts
    Part of the Furniture 10,000 Posts Name Dropper
    £60 is regarded as fair for admin (it's not just someone pressing a button, they need offices, hardware, software etc.) but whether you agree or not the precedent has been set that it's fair.

    At £900 for 356 days then £25-£30 one day does not seem correct.
    Up to you whether you want to pursue £25.
    I would but I have a strong sense of fairness, but others wouldn't bother.

    I too was going to suggest chargeback.
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