NFU Mutual Reviews 

No idea how things will go if I have to claim but in trying to pay my renewal over the phone I have been cut off three times and put on hold the fourth. Is this WFH at its best?

Fast and problem free

The service was comprehensive, everything was explained, I was told what documents I would need to submit, where to send them and given a clear idea of the time the whole process was likely to take (which wasn't very long!). Throughout the process, the people at NFU were helpful, sympathetic, polite and well informed.

Very approachable and helpful staff and fast processing of my claim

I always thought NFU was a decent company, my son had a tractor hit his car while stationary, the farmer pased this claim to NFU and admitted full liability for the accident. NFU then declared the damage (£3000+) too much, so have written off the car and offered £2650 for the car which is ridiculous.
I asked them to put the car back to how it was before the accident but they said no. I also asked them if they could buy a car, same year and mileage for this price, they answered this was the going price.
So beware of this firm if you have accident with someone who is insured by NFU.

Very fast payment and no hassle communications!
Understanding / sympathetic staff.

Initial experience was great.
Paul is extremely efficient and professional.
Many thanks

I called to get a quote for insurance and because the occupation title we gave did not fit their "list" they wanted me to give them a job title that fitted their list. I pointed out that lying was not a good idea when asking for an insurance quote and that I was not going to make up or accept an inaccurate job title that could affect the insurance quote or in fact their decision to provide cover just to satisfy them. How can an insurance company that insists on absolute truth being told to them then expect one to lie about the job you do to fit their inflexibility? Unless I was prepared to accept an entirely different job title, no quote was going to be forthcoming. Unbelievable.

I would give zero stars if it would allow me to, They paid out to the wrong side! i had an accident involving a motorcycle speeding around a roundabout not my fault clearly as he had hit my left hand side & also went flying like superman over the handlebars past my passenger & hit my mirror, & he had NFU pay for his new biker suit that did not even have a hole or hardly a scratch on it that it hadn't already got on it, so it seems like it pays to lie & he had no injuries, i guess NFU were scared incase he started to claim for bogus injuries too, but this still is not the right attitude to have as he deserved to have zero as he was the author of his own misfortune & i deserved to have my landrover repaired of which they did not give me one penny for it, i have obviousley gone with other insurance since this incident.

After almost 50 years of driving I made my first claim with a little trepidation borne of decades of horror stories about insurance companies trying to wriggle out of paying up. The NFU process simply could not be easier or more efficient. One short phonecall to my local Newtownards office was all it took. Everything thereafter was handled promptly and efficiently. I was pleasantly surprised at how painless and stress-free the whole process was. And a first class repair job to boot.

Let me start by saying I am not an NFU policy holder, but had to make a claim from NFU as the third-party. Both times I have had to communicate to their motor claims department, I have been astonished and delighted at the superb, immediate, professional and friendly support I was given. Amazing service that makes other insurance providers pale into insignificance.
I only wish their premium quotes were lower - as I would be sorely tempted to sign up. Many thanks for your recent help.

Have been a customer for some years now and as I often say you can't really praise an insurance company until you've had the misfortune to need to make a claim. Sadly I needed to, both last year and this ! Team on the 'phone very helpful, most recently and very sadly, it was a pet/veterinary expense claim. I had paid in full at the vets who submitted my claim, the NFU reimbursed me before my credit card needed to be paid! Who could ask for more Thank you NFU !

Fantastic! Fantastic!, and Fantastic. I couldnt have wished for a better experience throughout my claim from the NFU. I was so overwhelmed and felt out of my depth. The NFU ensured this awful experience was managed so well. From temporary accommodation to assigned companies who dealt with aspects of the claim. Crawfords and Gately Smythers Purslow handled the assessing and management of the claim and contracts. Again a first class and Fantastic service. Thank you so much you were all so kind.

Speedy resolution. Not sure the advice was always consistent as to exactly what was covered. The settlement was however fair and paid promptly. As with all insurance always check that you are covered before committing to expenditure relating to claim.

Fantastic Service. Best insurance provider I have ever dealt with. Staff were friendly and helpful. Fast efficient claim. Five stars all day long.

The experience of being paid out for my Car being written off was excellent. I'm currently awaiting the liability payment from the third party insurers. NFU staff were very professional, efficient, helpful and friendly.

Contacted Alistair who got back to me straight away .
This was our second policy with the NFU mutual .
He is great to deal with again , understanding our needs and responding in a very professional and friendly manner .
I am very impressed with the NFU as they live up to the recommendation I was given . Very responsive and sorting things quickly and efficiently .
Personal service is so important these days .
I feel confident in the product and value the peace of mind I have going forward .thanks.

I live in a thatch house, I have had household and contents insurance with NFU mutual for the last 35 years.
I have in that time NEVER made a single claim.
Every year without fail the premium has increased, when asked to justify these rises NFU have put this down to inflation, covid, material costs in case of total loss etc.
Over the last few years NFU have put our premium up by over 20% nearly every year, way above the rate of inflation.
This years renewal quote was £3600, nearly 30% up on last years!
We challenged this quote and asked for a review of it, but unsurprisingly they wouldn't do this, unless we paid a fee up front.
NFU appear to have cornered the market in thatched property insurance and when challenged just smugly say 'you don't have to renew'.
After much time spent on the internet my wife found a quote for the same cover, but for £1300, a third of the cover cost from NFU!!

To further blot their copy book, we cancelled our NFU renewal, but this didn't stop NFU withdrawing from our bank a months premium of £285.
My wife emailed NFU telling them to return the money, after a week we had still not even had acknowledgement of our email, let alone the money returned.
I then phoned NFU and demanded the return of the money, I was assured it would be returned on the following Monday, today, Wednesday we still have no money returned, so I phoned again to be told they had initiated the return of the money on Monday but it will take 7 working days etc.
1. NFU have clearly over-charged us for our insurance for decades, despite never having made a claim.
2. NFU withdrew money from our account without authority.
3. NFU failed to acknowledge our email requesting return of the money.
4. NFU have failed to return the money in a timely fashion and seem completely un-apologetic about the matter.
We are told we should get our money back 'by the end of the week'? This will be a full two weeks after their un-authorised withdrawl.
5. NFU complaints department have failed to make contact even weeks after our first complaint was raised, and despite a further complaint about their unauthorised money withdrawl.

Everyone else with a thatched house who is being ripped off by NFU, but wants a quality 'Aviva' insurance policy at a very reasonable rate should contact; 'The Home Insurer' in Northamptonshire.

NFU clearly do not reward customer loyalty, and treat their customers with arrogant contempt, best avoided at all costs!

I now note Sophie's reply which gives the impression the NFU complaints department had spoken to me during the course of their investigation. This however couldn't be further from the truth, as after leaving my review I received a letter from the complaints department dated 18th of August. This letter stated there had been a thorough investigation, and there was no evidence that we had cancelled our renewal prior to the renewal date of 10th of August, therefore no error had been made on their part.
On phoning the complaints department I was basically labeled a liar for suggesting we had cancelled the renewal on 7th of August. I was told the complaints department had contacted the local office, and there was no record of our cancelling the renewal. At this point I provided evidence of the call FROM NFU, to my wife with the exact time and date, and invited them to check the audio recording!
In a subsequent call from the complaints department they stated I 'didn't have a leg to stand on' as we hadn't cancelled the policy renewal prior to the 6th, when they took the money from our account. (Reminder the renewal date was 10th of Aug). The matter has now been recorded by my local police as a theft and the Financial Ombudsman has launched an investigation!

As I am over 70 and had a minor (£350) accident 4 years ago they will not quote. Having help a full licence for 58 years, no penalty points and still drive in the UK in the car I was looking to insure and others combined over 15000 miles a year. I also drive in other cars about 5000 miles aboard each year.
If you are not an existing customer they ask your age then
'Have any of the drivers aged over 70 made any claims, received any points or had any convictions in the last five years?'
Then if you say yes 'we cannot give you a quote online'
They do not ask details like in my case it was a very minor event and the only claim I had made in over 30 years.
Clearly discrimination based on age.
They advertising is clearly fiction.
What an answer clear discrimination as nearly every other insurance company will quote. NFU clearly are not interested in fact. If I had not had a minor accident then they would have quoted.

Suzannah is really knowledgeable around insurance products and provided excellent customer service, very satisfied.