NFU Mutual Reviews 

NFU Mutual have rejected my claim without a valid or reasonable basis, despite the fact that my vehicle was damaged while under the care of Parley Lane Parking (Wonderland) by Bournemouth Airport. To avoid any misunderstanding: NFU Mutual is the insurer of the parking operator, not my insurer, and they are responsible for assessing the operator’s negligence.

The parking site had an unlocked pedestrian gate located on the opposite side of the car park, far from the main vehicle entrance, with no lighting, no staff presence, and no security measures whatsoever. This combination creates an obvious security vulnerability and amounts to a clear failure of duty of care.

NFU Mutual state that CCTV was “operational”, yet despite multiple requests, I have never been provided with the footage. If CCTV cannot identify offenders and cannot be disclosed when requested, it cannot be considered a genuine security measure.

Their justification that there have been “no previous incidents in 33 years” is not evidence of adequate security. It is also deeply inappropriate, as it implies that I may have caused the damage myself. I repeatedly asked myself why my older vehicle was targeted. The most plausible explanation is that someone needed this specific part for another older car, and mine was damaged while in the custody of a poorly managed and unsecured parking facility.

My vehicle was in good condition when I left it at Parley Lane Parking by the airport. It was damaged when I return from my holiday. The conditions at the site made this incident entirely foreseeable and preventable.

This is an evidenced backed case of gross under stating of the costs of a repair by NFU Mutual to avoid paying out the market rate despite quotes to the contrary and zero counter quotations by themselves.
A milk van crashed into my property in November 2025. A full written confession was willingly given by the driver and liability admitted by him and his employer Milk & More. Their insurer is NFU Mutual.
As requested by NFU two quotations, which also were within 10% of each other, were obtained of the rebuild and repair work and forwarded to NFU Mutual along with multiple photos. After much dodging, some time later they then verified one of the quotes by contacting one of the contractors and even challenged the cost but the response which I have a copy of stated that it would be of the value they quoted, even giving further details.
NFU mutual were making an unreasoned case that the contractors prices should be ONE QUARTER that which both companies had quoted but there is no way a company would even turn up to start work for that price. Literally imagining we lived in the 1990’s.
NFU did not provide any quotes of their own and even though they said in writing they might send a loss adjuster and I welcomed that on several occasions, they never did.
I learned that grossly over or understating the value of an insurance claim is fraud, which is what we have here. You read stories about insurance fraud where some claims are exaggerated but what about companies such as NFU which could be operating like this as everyday policy? I am suspicious that it is far more likely fraudulently low payouts will be of higher total value than exaggerated claims and you would have to take the insurer to court to pay out!
Is it any surprise the financial sector has such a permanently bad reputation?
Milk & More were embarrassed by NFUs tactics but not honest enough to assist in any way.
If you are thinking of purchasing a NFU Mutual product, THINK will they represent you as a company with integrity or pay market rates if tested?
This case illustrates a 75% below market value payout.

I joined NF because they had a reputation for dealing with claims in affair and honest manner; 10 years later, I found this quality of service both delivered and worth paying for.

Trying to get my husband back to Lincolnshire from a breakdown in Holyhead. So far a 4 hr journey has taken 12 hours and he’s still a couple of hours away. In a country of abysmal service, this is tops. Will be cancelling policies on 2 houses, 3 cars and a business on Monday. Appalling. Disastrous. Utterly pathetic

The claim was sorted out very quickly and the service was excellent

Plesant to deal with, and able to deal with the same person all the time.

Always guaranteed professionalism from knowledgeable & helpful staff from the Ashby de la Zouch team. Huge bonus to speak to the local office or face to face appointments rather than on line or foreign call centres.

I've been with nfu now for a number of years ,I had an accident recently on a sunday,monday car was recovered,thursday car was written off thursday evening money was in my account ,friday new car on drive cant fault the service even offered me hire car ,

NFU are expensive, however they offer a good service and are quite fair.

Any claim is always settled quickly and efficiently and if you need a phone conversation they are so easy to deal with….NO CHATBOTS!

I've been with NFU for 16 years for my pets, I made a small claim in the last year and they put my annual policy cost up to match my maximum claim. Disgusting

Good people to deal with, no nonsense, swift and efficient

The whole experience dealing with my claim was superb. Georgia kept me regularly updated and was extremely helpful. The claim was paid in super quick time and shan't hesitate in recommending NFU to others.

We have had a fantastic experience with NFU for our Pet Insurance.
Firstly we were given very good advice by the Sales colleague when buying the policy.
We definitely have not overpaid considering the brilliant cover we have had over almost 16 years.
The Claims Team are second to none-efficient, friendly and very supportive.

We cannot thank them enough!

Always helpful with the claim and provide an efficient service. It is one of the few insurances that I think are worth the money.

I queried whether my insurance covered damage to my outer door after powerful wind gusts. My query was dealt with courteously and promptly, a surveyor sent to inspect the damage, and nfu paid for the repair, minus my excess of course, in a very short time. Thankyou

Quick, efficient, helpful