Question 1

Can you tell me more about Novo?

Accepted Answer

Novo is a subsidiary of Telenav, one of the world's largest providers of connected car software and the leading navigation engine supplier to automotive manufacturers in North America. Innovating and changing the world is what has always driven us, and we’ve won J.D. Power awards for compelling consumer experiences for 5 years in a row. Our company has been at the forefront of delivering navigation and location-based services since our founding in 1999. We were the first to introduce them for mobile devices over 20 years ago and we’ve brought that same pioneering spirit to the insurance industry. Novo is structured as a managing general underwriter (MGU) which writes business on behalf of our partner underwriting company.

Question 2

Who is backing the ability to pay claims?

Accepted Answer

Insurance coverages are provided by KnightBrook Insurance Company, rated A- (Excellent) by A.M. Best.

Question 3

How can I save money with Novo?

Accepted Answer

Novo offers competitive pricing with dynamic monthly premiums that change based on your own driving behavior. Instead of waiting 6 months to see your driving ability reflected in your price, you can start saving in a fraction of the time by maintaining safe habits while behind the wheel. Get a quote and sign up for a policy online at quote.novo.us or over the phone at 1-866-862-7757.

Question 4

How are you using my premium dollars?

Accepted Answer

Novo keeps a percentage of the premiums we collect and pass along to our underwriting partner. This helps to pay for our expenses, invest in improving products for policyholders, and offer a delightful experience to all those who interact with us.

Question 5

Why should I choose Novo for auto insurance?

Accepted Answer

Novo is redefining the car insurance experience — giving drivers back control of their rates with dynamic monthly pricing. Because in a digital age where it’s possible to know exactly how everyone drives, it’s also possible to offer insurance to people who drive safely — with prices up to 40% less.

Because the safer you drive and the less mileage your ramp up, the lower your rates should be. That’s why Novo offers monthly pricing, so your premiums aren’t set in stone. It changes to reflect how you’re driving right now, showing you how to be an even better driver with real-time insights and coaching alerts. There is no device to add — the data will come straight from your car or mobile phone.

And that data is, and will remain, yours. Your privacy is of the utmost importance to us. That’s why drivers have trusted our parent company, Telenav, for 25 years with over 30 million vehicles on the road today using our connected services.

Disclaimer: Discounts offered and monthly rates are subject to change.

Question 6

What are your hours of operation?

Accepted Answer

Novo is open Monday-Friday from 8am-4pm MST. If you call outside these hours, please leave a voicemail or email support@novo.us and we will quickly get back to you.

Question 7

Where is Novo located?

Accepted Answer

Novo’s main location is in Lehi, UT and we have team members across the country. If you need to reach us by mail, please send to:

Novo Insurance
1881 W Traverse Pkway
Ste E #613
Lehi, UT 84043

Question 8

How do I get insurance with Novo?

Accepted Answer

You get a quote and purchase a policy entirely online at quote.novo.us or contact us at 1-866-862-7757 and one of our amazing licensed agents will guide you. You can also write to support@novo.us and we will quickly get in touch with you.

Question 9

What kind of policies does Novo offer?

Accepted Answer

Novo only offers personal auto insurance at this time.

Question 10

Where is Novo available now?

Accepted Answer

Novo is currently available in the state of Arizona with plans to roll out across the country.

Question 11

When will Novo be available in my state and how will I know?

Accepted Answer

We’re working hard to quickly expand state availability. Be the first to know when we've made it to your area by joining our waitlist to learn of updates. Just enter your information on the first page of our quoting experience, click “next,” and follow the instructions to be added.

Question 12

What if I move to another state?

Accepted Answer

If you move to another state where Novo is available, you will be able to maintain coverage with Novo. However, a change of address could impact your rate since location is one of the factors used to determine the price you pay. You can call us at 1-866-862-7757 to update your address. If it is located in another state where we do not offer coverage, we request that you cancel your policy with us once new coverage has been secured. If this does not occur, unfortunately we will be unable to renew your policy and coverage will expire at the end of the policy term.

Question 13

What if Novo is available in my state but I have an out-of-state license?

Accepted Answer

All drivers insured by Novo are required to possess a license which matches the state listed in their policy usually within several weeks after purchase. The time period can vary by state, and you may contact us for that which is specific to your policy. Failure to adhere to our licensing requirements will leave your policy subject to cancellation.

Question 14

Can my vehicle be registered in a different state than the one listed in my policy?

Accepted Answer

No, we require the vehicles to be registered and insured in the same state.

Question 15

Is the insurance company financially rated?

Accepted Answer

Novo's policies are underwritten by KnightBrook Insurance Company, which is rated A- (Excellent) by A.M. Best.

Question 16

How can I reach Novo?

Accepted Answer

You can call us at 1-866-862-7757, chat with us at www.novo.us (click the chat icon located at the bottom right corner), or email support@novo.us.

Question 17

How do you keep my information private?

Accepted Answer

We very much value and respect your privacy. Please refer to Novo’s Privacy Notice for additional details on information we collect as well as how we may use and share it.

Question 18

How can I get help with a quote?

Accepted Answer

You can call 1-866-862-7757 to speak to one of our licensed agents.

Question 19

Will I need a new policy for each driver or vehicle?

Accepted Answer

No, you can have up to 6 drivers and 6 vehicles on a given policy. Up to 2 drivers from your household may be excluded in the policy.

Question 20

I’m buying a new vehicle, so how do I get it insured?

Accepted Answer

In most states, proof of insurance will be required to legally drive your new car. If you already have an active policy, you can add it to your existing one. If you don't have a policy, you will need to purchase one. However, the soonest you can set a Novo policy to be effective is the following day, so you will have to purchase it at least 1 day in advance of driving the new vehicle.

Question 21

How long is my quote valid for?

Accepted Answer

Your quoted premium should be accurate at the time of the quote (if all requested information was accurately entered). While it is unlikely that your rate will change within a few days, we do periodically file rate increases and decreases as well as make improvements to our pricing model on a state-by-state basis. You can always purchase your policy now but set the effective date in the future to lock in your premium amount for the first term.

Question 22

Why did my rate change after I received a quote?

Accepted Answer

There are several factors which may cause your quoted premium to differ from the amount at purchase. It’s possible that self-reported information in the quoting process did not match third-party reports that we pull prior to sale, requiring an adjustment to the final premium amount. If some time has passed between the quote and purchase, our rates may also have been revised. Novo periodically files rate increases and decreases as well as makes improvements to our pricing model on a state-by-state basis that could influence your price, even if nothing else has changed for your situation.

Question 23

How soon can my policy be effective after purchase?

Accepted Answer

The soonest you can request a Novo policy to become effective is the day following the purchase date.

Question 24

What is an underwriting review period?

Accepted Answer

While it may vary by state, Novo has at least 60 days to review your application and make any appropriate adjustments based on our underwriting review. This could result in a request for additional documentation from the policyholder and/or changes to the premium amount. There are numerous reasons why your premium could change such as not disclosing all accidents and violations, missing household members in your policy, or not meeting the criteria for a discount applied at purchase. When something like this happens, we will notify you. However, action may be required on your end to prevent adjustments to the premium amount or cancellation of your policy.

Question 25

If I report a loss, will my premium be affected?

Accepted Answer

Certain types of claims or frequently filing them within a short period could impact your price at renewal. Claims history is one of the many factors used in calculating your rate. Data has shown that individuals with a history of making claims are at increased risk of doing so in the future, and additional premiums need to be collected to compensate for the elevated losses generally associated with that behavior. However, not every claim will impact the price at renewal.

Question 26

Will my credit score be affected by applying for a policy?

Accepted Answer

No, it won't affect your credit score. It is a "soft pull” which is a review of your credit file that is only visible to you and not lenders.

Question 27

Can I change my auto insurer before my renewal date?

Accepted Answer

Yes, you are able to switch insurers at any time, even if you just renewed your policy with another insurance company, although it could be subject to a small cancellation fee from them. When you cancel with another insurer, you should get a refund for the premium you paid in advance of your coverage period.

Question 28

How do I cancel my Novo policy?

Accepted Answer

Novo policies can't be canceled online, but you may cancel it over the phone at 1-866-862-7757, via email at support@novo.us, or by mail to:

Novo Insurance
1881 W Traverse Pkway
Ste E #613
Lehi, UT 84043

Question 29

How soon will my cancellation be effective?

Accepted Answer

Your cancellation can be made effective on the same day or scheduled for a later date of your choosing.

Question 30

Do you handle the cancellation of my prior policy?

Accepted Answer

No, you will need to contact your previous insurer to cancel any active policy with them so that you are not double paying for coverage. You should reach out to them after buying a policy from Novo so that you don't have a gap in coverage.

Question 31

What is a lienholder?

Accepted Answer

A lienholder is any entity that holds a legal interest in the vehicle until its loan is fully paid off. This may be a financial institution such as a bank or credit union, the financing branch of the manufacturer (such as Stellantis Financial Services), or some other third party.

Question 32

Do I need to let my lienholder (loan/lease company) know that I’ve switched insurance companies?

Accepted Answer

Generally, you do not need to let your lienholder know that you’ve switched insurance companies unless you receive a communication from them. Novo will report your coverage once it begins, lapses, reinstates, renews, changes, or cancels on your behalf. This means that you at least need to let us know who the lienholder is.

Question 33

What information does a lienholder require?

Accepted Answer

Most lienholders will accept a policy declarations page as sufficient for proof of coverage. The declarations page displays the type of coverage that you have on the policy along with the vehicles, drivers, and lienholder info.

Question 34

How can I make changes to my policy?

Accepted Answer

You can call us at 1-866-862-7757, chat with us at www.novo.us (click the chat icon located at the bottom right corner), or email support@novo.us. Some changes can also be made within the Novo mobile app, and we are working to add more. We can help with changes to drivers, vehicles, coverages, limits, deductibles, lien/leaseholders, and personal information, among others.

Question 35

How can I change my email address?

Accepted Answer

You can call us at 1-866-862-7757. Some changes can also be made within the Novo mobile app, and we are working to add more. We can help with changes to drivers, vehicles, coverages, limits, deductibles, lien/leaseholders, and personal information, among others.

Question 36

How can I change my phone number?

Accepted Answer

You can call us at 1-866-862-7757. Some changes can also be made within the Novo mobile app, and we are working to add more. We can help with changes to drivers, vehicles, coverages, limits, deductibles, lien/leaseholders, and personal information, among others.

Question 37

What does a Novo policy cover?

Accepted Answer

While coverage will vary depending on your selections since some are optional, Novo’s auto policy can cover damage to your vehicle and also protect you financially if you damage someone else’s vehicle or property. Additionally, it can pay for medical bills if you, your passenger, or those in another vehicle were injured. Perils include accidents, vandalism, theft, weather, fire, and falling objects, among others. These may occur on the road or even while your car is parked. Carefully consider your coverage and limits when selecting them for your policy so that you get the protection you need, and contact us if you require assistance during the quoting process. In the event of an accident, you will only be protected up to the limits of your policy (see "How can I access and view all my insurance documents?"). Auto insurance is legally required in almost every state.

Question 38

What is a policy endorsement?

Accepted Answer

An endorsement, also called a rider, is a document that can be added to an insurance policy to make changes. They are used to include, exclude, or modify coverage to better meet your needs. Some examples include adding comprehensive and collision coverage, adding a child who just received his or her driver’s license, or removing a vehicle that you no longer own. After an endorsement is made, you will receive a new “amended declarations page” reflecting the requested changes.

Question 39

Can I increase or decrease my coverages, limits, and deductible?

Accepted Answer

Yes, you are able to adjust your coverage, limit, and deductible selections in our quoting experience before purchasing a policy. These options will vary by state. If you need to make an adjustment after buying a policy, please contact us for assistance.  Any changes may result in adjustments to your premium amount.

Question 40

Who is covered under my policy?

Accepted Answer

Your policy covers all listed drivers and vehicles, and up to 6 of each may be added. You are required to include all members of your household with a valid and active driver’s license or permit who will be driving the vehicle or they will not be covered in the event of an accident. If you let other individuals who are not part of your household borrow your car on a very occasional basis, they should be covered. This is called “permissive use.” Anyone with regular access to the vehicle must be listed. In the event of a claim, you will not be covered for household members who should have been listed in your policy but were not. Please refer to your policy for additional detail on permissive use and specific information regarding coverage. You can always reach out to us if you have any questions about whether an individual should be listed.

Question 41

Who should I include in my policy?

Accepted Answer

You, your spouse, and all resident relatives of driving age or older (according to your state), all regular drivers of the vehicles, and all children who live away from home who drive the vehicle, even occasionally, should be included in the policy. Additionally, all individuals who are titled owners of the vehicle other than those who are not household members, even if they do not operate the vehicle, should also be listed. Up to 2 drivers within your household may be excluded from your policy if you so choose, but they will not be covered in the event of an accident.

Question 42

What is a driver exclusion?

Accepted Answer

An excluded driver is a person who has been explicitly excluded from coverage in the policy. If this uncovered person is driving any covered vehicle, we will not be responsible for any damages or liability in the event of a collision. Some states have statutes and regulations that prohibit driver exclusions, and any individuals you may have desired to exclude must be considered for calculating the policy premium amount.

Question 43

Who is the primary named insured (PNI) in a policy?

Accepted Answer

The primary named insured (PNI), also known as the first named insured, is the first person listed on an insurance policy’s declarations page. While a policy may have multiple named insureds, the primary named insured is the policyholder and the one who is primarily responsible for the policy financially. The primary named insured is entitled to all of the policy’s coverage and receives certain rights and responsibilities that do not apply to others listed in the policy.

Question 44

Does my spouse or significant other need their own Novo policy?

Accepted Answer

No, they can be listed in your same policy as you, along with other members of your household.

Question 45

Do you insure teenagers?

Accepted Answer

Yes, we do insure teenagers if they are legally able to drive with a valid driver’s license or learner’s permit. However, they must be on their parents’ policy if they are under the age of 18 since we are unable to offer coverage through their own policy.

Question 46

How do I add, edit, or remove a driver from my policy?

Accepted Answer

To make changes to the drivers listed in your policy, you can call us at 1-866-862-7757, chat with us at www.novo.us (click the chat icon located at the bottom right corner), or email us at support@novo.us.

Question 47

How do I add, edit, or remove a vehicle from my policy?

Accepted Answer

To make changes to the vehicles listed in your policy, you can call us at 1-866-862-7757, chat with us at www.novo.us (click the chat icon located at the bottom right corner), or email us at support@novo.us.

Question 48

How do I add, edit, or remove a lienholder from my policy?

Accepted Answer

To make changes to the lienholder listed in your policy, you can call us at 1-866-862-7757, chat with us at www.novo.us (click the chat icon located at the bottom right corner), or email support@novo.us.

Question 49

Will changes to my policy impact my rate?

Accepted Answer

Any changes to your policy could increase or decrease your rate. This may include changes to coverages, deductibles, drivers, vehicles, and your address, among others.

Question 50

How quickly do policy changes go into effect?

Accepted Answer

Policy changes can be made effective on the date requested, including the same day for some.

Question 51

Who can make changes to my policy?

Accepted Answer

Only the primary named insured (PNI) and any applicable spouse of the PNI can make changes to the policy. If terminating coverage, the PNI must be the one making the request.

Question 52

Are people who I let borrow my car covered?

Accepted Answer

Your Novo policy covers anyone listed in your policy as a primary driver and any additional drivers who have your permission to very occasionally operate your insured vehicle, including those outside your household. Any individuals who regularly drive your car should be listed in the policy. Failure to include these individuals could result in being ineligible for coverage for incidents while they were behind the wheel. Please refer to your policy for additional details on permissive use (see "How can I access and view all my insurance documents?") and reach out to us if you have any questions about whether an individual should be listed.

Question 53

Am I covered when I drive someone else’s car?

Accepted Answer

Generally speaking, the insurance coverage follows the vehicle. If you were to have an accident while driving someone else's car, then the owner’s insurance would typically apply toward any damages first. In the event that the vehicle owner had no auto insurance or did not have enough auto insurance to pay the damages, then your policy may apply for the remaining damages. However, there are some exclusions when driving a vehicle not listed in your policy which you should refer to for additional details (see "How can I access and view all my insurance documents?").

Question 54

How do I change my mailing or garaging address, and will this impact my rate?

Accepted Answer

A change of address could impact your rate since location is one of the factors used to determine the price you pay. You can contact us to update your address. In-state moves should not be a problem, though out-of-state moves could be impacted by whether Novo offers coverage in that state.

Question 55

What are the different types of coverages and what do they protect against?

Accepted Answer

While your options for insurance coverage may vary by state, the ones we currently or plan to offer in the future include:

Bodily Injury Liability- This covers the costs related to injuries to other drivers and their passengers in an accident you caused while you were driving. It pays for their medical care, loss of income, funeral costs, and additional expenses. Coverage can also pay for a legal defense if you're sued for causing those injuries. It is not intended to cover injuries to you as the policyholder.

Property Damage Liability — This coverage pays for property damage that you cause to other vehicles and/or property (like a building or fence) while you are driving. It can also pay for a legal defense if you’re sued for causing the accident.

Collision — This protects against damage to your vehicle caused by it hitting another vehicle or stationary object, such as a wall.

Comprehensive — This covers your vehicle for damage caused by something other than a collision such as hail, a branch falling on your car, or vandalism. It also would include repair or replacement of the windshield and other glass.

Medical Payments (MedPay) or Personal Injury Protection (PIP) — This pays for you and passengers in your vehicle who need medical treatment or have funeral costs after a collision regardless of who is at fault. It also protects you as a pedestrian if hit by a driver. PIP may include some additional benefits like coverage for lost wages and household services during the recovery process.

Rental — This will pay for a rental vehicle if yours is either inoperable or in the shop undergoing repairs after a covered loss such as a collision. It does not apply to mechanical breakdowns or your vehicle being unavailable due to servicing.

Uninsured Motorist (UM) and Underinsured Motorist (UIM) — These coverages pay for the medical expenses of you and any passengers after an accident when injuries are caused by another party who is either uninsured or doesn't have adequate insurance to cover the costs. They can also cover damage to your vehicle. Depending on the state, uninsured and underinsured motorist coverage may be separate, combined, or consist of up to 4 distinct coverages if each is split into bodily injury and physical damage. The main difference between UM/UIM and collision coverage is that UM/UIM only applies if an uninsured or underinsured driver was at fault and can cover medical expenses whereas collision can be used regardless of fault but only covers repairing or replacing your vehicle. UM/UIM would only cover medical expenses when an uninsured or underinsured driver was at fault while MedPay or PIP would apply regardless of fault.

Loan-Lease Payoff — This helps to pay off your auto loan or lease if your vehicle gets totaled or stolen and you owe more than its actual cash value.  It will not cover the entire amount owed in all cases.

Coverages must be selected and premium paid to be applicable to your policy.

Question 56

What is loan-lease payoff coverage, and do you offer it?

Accepted Answer

We offer loan-lease payoff which is similar to guaranteed asset protection (GAP). It is an optional coverage for newer cars that pays for the difference between the amount you owe on your loan or lease and the value of your vehicle in the event that it is totaled or stolen. Since vehicles often start to depreciate in value as soon as they leave the lot, loan-lease payoff protects you if the loan balance is higher than the value of the vehicle. Without it, you would likely be personally responsible for any difference to the loan or leasing company. Comprehensive or collision coverage is required to be eligible for loan-lease payoff coverage, and it is limited to 25% of the actual cash value of the insured vehicle at the time of the loss.

Loan-lease payoff coverage will not apply to:
• Unpaid finance charges or interest
• Excess mileage charges or charges for wear and tear
• Charges for credit insurance or refunds due to the owner for credit insurance
• Past due payments and charges for past due payments
• The transfer or rollover of a previous loan or lease balance from another vehicle
• Collection or repossession expenses

Question 57

What is a limit?

Accepted Answer

A limit is the maximum amount listed in your policy that your insurance will cover in the event of a claim. If a claim exceeds the limit, the policyholder will likely be responsible for any remaining costs. When deciding on the limits for your policy, you can either choose to pay more per month for a higher limit (to provide yourself with additional protection) or you can pay less per month for a lower limit (but risk out-of-pocket expenses if the losses relating to an accident exceeds your limits). Policy liability limits are often written in a format that looks something like this: 100/300/100. The first amount of 100 is the per-person bodily injury liability limit of $100,000, while the second amount of 300 is the total per-accident bodily injury liability limit of $300,000, and the third amount of 100 is the per accident property damage liability limit of $100,000. Your limit amount options may vary by coverage type and state. Please contact us if you need help with deciding which ones are right for you.

Question 58

What is a deductible and which should I choose?

Accepted Answer

A deductible is the amount of money that you pay out of pocket due to a covered loss before your insurance coverage pays. Deductibles are per incident so if you filed multiple claims in a year, you would have to pay your deductible each time. A lower deductible means that you’ll pay less out of pocket if an incident occurs, but you might have to pay slightly higher premiums. If you select a higher deductible, you’ll be able to save on your premiums but have to pay a larger amount when filing a claim. That's because you would pay a higher amount toward the repairs of your vehicle after a covered incident, and we would be responsible for the remaining balance. So, for example, if you had a $3,000 covered loss and your deductible was $500, you would pay $500, and we would pay the remaining $2,500. If your deductible was $1,000, you would pay $1,000, and we would pay the remaining $2,000. Choosing the right deductible depends on your budget and preference for saving on your premiums or reducing the potential out of pocket expenses if an accident happens. Please contact us if you need help with your deductible options.

Question 59

How do I know if I chose the right coverage and how much do I need?

Accepted Answer

Selecting the coverage that is right for you can be a difficult decision and everyone’s situation is unique. There is often a tradeoff between your budget for insurance premiums and your desired level of protection in the event of a claim. Most states require you to carry a minimum amount of liability insurance in order to register a vehicle or renew your license. Novo does not offer any coverage below the state minimum for the state you purchase coverage for so that you will be compliant. However, the minimum liability insurance required by the state may not be enough coverage to pay for damages after an accident. The person at fault could then be responsible for paying damages out of pocket, and no one can predict what amount that might be. A key question you should be asking yourself is whether you can afford to cover any damages exceeding your coverage limits without putting your assets at risk. Other considerations include the value of your vehicle and whether it is leased or financed since the company responsible may require additional protection for their interest. Once the vehicle is paid off, you would then be able to reduce your coverages and premiums. Regardless, we still recommend purchasing as much coverage as you can reasonably afford to best protect yourself from unexpected events on the road. You can call 1-866-862-7757 to speak to one of our licensed agents if you need help with your coverage selections.

Question 60

What is “full coverage?”

Accepted Answer

States can have different required and optional coverages as mandated by law. “Full coverage” is an informal term which typically means that the policy has liability coverage plus comprehensive and collision. This would cover repairs or injuries for someone else but also for your own vehicle. It’s often required when financing or leasing a vehicle and provides additional peace of mind to the policyholder even if not required by any party. “Full coverage” does not mean having all available coverages like those such as loan-lease payoff and rental reimbursement which would need to be selected in addition.

Question 61

Will I have enough coverage to meet my state’s minimums?

Accepted Answer

Yes, Novo does not offer any coverage below the state minimum for the state you purchase coverage for. Minimum requirements may differ between states, and this may require you to adjust coverage amounts if you move to a new state and stay insured with Novo. Most states mandate that drivers carry a minimum amount of liability insurance and have the ability to provide proof of this insurance to register or renew a driver’s license.

Question 62

Do you have zero/reduced deductible glass coverage?

Accepted Answer

Yes, we do offer $0 deductible glass as an optional coverage. Availability may vary by state.

Question 63

What is roadside assistance, and do you offer it?

Accepted Answer

Roadside assistance is a set of services that can help when a problem with your vehicle occurs, leaving you disabled on the road. Most roadside assistance plans cover towing, battery jumpstarts, flat tire changes, fuel delivery, lockouts, and more. Typically, you'll pay an annual fee for this service, and it can be purchased when you buy your insurance from certain carriers offering it or from third-party roadside assistance providers. Unfortunately, Novo does not offer roadside assistance at this time, and you will have to purchase it standalone from another provider if you desire it.

Question 64

What is an SR-22, and do you offer it?

Accepted Answer

An SR-22, also known as a certificate of financial responsibility, is a form to prove that you have auto insurance meeting the minimum coverages mandated by state law. It may be required for individuals convicted of certain driving offenses such as a DUI, driving without insurance, or multiple traffic violations. This form is filed by the policyholder’s insurance company directly with the state's department of motor vehicles (DMV) to demonstrate that the high-risk driver has adequate insurance coverage. If you are required to maintain this filing, you will be notified by the state. At this time, Novo is unfortunately not able to offer SR-22s or any other kind of financial responsibility filing for drivers in any state at time of purchase. However, if you are an existing Novo policyholder and it is determined that you require an SR-22, one of our customer service reps can assist with providing this form to you.

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