“Have been with NFU Mutual for Buildings and Contents insurance for a number of years but the annual price went up by over £100 this year after going up by £100 last year too - I ended up not renewing and have got a higher spec home insurance elsewhere for £220 less.
Was reluctant to leave as I like to shop local and the Stornoway office staff are lovely but no one can afford to pay 60% more for a lower level of cover.”
“I had two cars insured and previous year premium increases were reasonable but this Sept 2022 they sent a renewal increase at nearly 18% even including the alleged 'bonus' - with no reason (never had a claim or change in circumstances). I asked for an explanation but never received an answer.
I then got other quotes and found another top insurer who gave me improved cover at £200 less or a decrease over last year of more than 15% !
Not very impressive for a 'mutual' of which we are all supposed to be members.”
“I have two vehicles insured with them. I replaced one of those vehicles with a Wheelchair Accessible Vehicle (WAV) on the 12th September as my daughter requirements have changed to needing to travel in a wheelchair.
Spent over an 1 hour and a half on the telephone being passed from pillar to post, Eventually promised a call "first thing the following morning". No Phone call.
Eventually received an e mail late afternoon on the 13/09/2022 to say they had been unable to contact me. Transpires when I call them that they had written the phone number down incorrectly. If they had looked at out car insurance policy then our contact details are on those documents.
They were going to ring first thing this morning (14/09/2022) and as I type this at 10:15 I have not received a call.
I have a £ 50,000:00 vehicle currently uninsured due to their incompetence and inept way of dealing with their customers due to their own in house but ultimately lack of thought, planning or training of their staff in how they alter or change vehicles on the policy.
I further suspect I am still paying for a vehicle that they know I have sold. The manager was made aware on the 12th of my dissatisfaction and concerns over the lack of insurance cover for my WAV but have not heard from him or her either.
Currently stressed out waiting on NFU Mutual. Due to the necessity of my daughter needing a wheelchair vehicle we are currently prisoners in our own home and my daughter is missing her second day at the "Day Center" due to NFU Mutual staff and their continued incompetence.”
“Devastated by DAS absolute bad company who will come up with every excuse to not help. We took on solicitors to help us with our land issues, charged us nearly £8000 to send applications to land Registry, highways and cease and desist letters to the opposition. They did nothing. We went to the Legal ombudsman and they upheld our case against them and they said that because not legally binding we could still take them to court because we only got back £800 out of nearly £8000, it no where near compensated and we have been left in a terrible situation by these solicitors. We have NFU mutual who released the money but DAS are just as bad as these solicitors because they said that we do not have a case, for professional negligence and dismissed us. Again back in the same position. One word to summarise CORRUPTION!!!!”
“Very easy to deal with as they work through local offices and there is never any waiting time on the phone. Staff are well informed and helpful and response to any claim is prompt and professional.”
“II had the worst experience with the NFU insurance,
My policy states very clearly legal expensenses covered, they did everything possible to not pay with very weak excuses
Could have be proven if they had gone to professionals who would have agreed with my claim.
Their legal underwriter is DAS see their reviews should be struck off. DO NOT USE. We have been with them for 15years
and will be not renewing our policy .Mr and Mrs p”
“My Insurance Policy stated that anything to do with the use or driving a motor vehicle, I made a claim because I had been charged with a fictitious incident WHEN USING AND DRIVING A MOTOR VEHICLE, DAS THE CORRUPT LEGAL EXPENSES COMPANY NFU MUTUAL USE asked me if I would use one of its pannel Solicitors, I said yes, I asked for the names of these companies, I contacted them, one was in Northern Ireland and did not do work in Scotland where I am, the two in Scotland stated they did not do Criminal Work, this was a charge with using a vehicle, So they had no Solicitors that could do the work I had paid Legal Expenses for with NFU Mutual, then a company in Glasgow called Jackson Boyd stated that this was not a Road Traffic Offence. But I am insured for WHEN USING AND DRIVING A MOTORISED VEHICLE. So another useless Solicitor, they also stated that they do not do criminal work, which they allege this is being a motoring incident. But another Legal Expenses Company I use sent a claim to them and they said that my Insurance does not cover criminal offences, again this was an alleged Criminal Offence, my Insurance then had to get back to Jackson Boyd who did all their work and told them that I was covered for this other alleged criminal case, But I decided to move it from Jackson Boyd as they appear to be totally incompetent. I got my own Soliciotor and my Legal Expenses Company funded this other fictitious case. So I have had to complain about NFU Mutual, they appear to be and I believe are involved is selling FICTITIOUS POLICIES, WITH FICTITIOUS LEGAL EXPENSES COVER, Which I believe is the Proceeds of Crime and Money Laundering. Keep clear of NFU Mutual, they will use the Legal Expenses Company DAS, to defeat your claim, DAS will use Jackson Boyd to help them defeat your claim, I BELIEVE THIS IS JUST A CRIMINAL CABLE DEFRAUDING PEOPLE WITH FICTITIOUS INSURANCE POLICIES. DREADFUL INSURANCE COMPANY.”
“Been an NFU Mutual customer for three years and have been generally pleased (no claims at all). Received my renewal notice this week and was shocked to see an £80 (25% increase). Ran some alternative quotes on other Defaqto 5* awarded firms to find NFU were between 40 and 50% higher on premiums for the same cover than other well regarded firms. I contacted the Thornbury office and the lady who phoned back said "yes our prices have gone up but we do have a 5 star Defaqto rating" - obviously no customer loyalty involved. Hugely Disappointed in NFU - I want a firm that doesn't look to take advantage of its customers but sadly missing in the Thornbury branch of NFU.”
“Shocking customer service
I had van insurance with this company 3 years. Was sent a renewal form so called to renew onto a new vehicle spent an hour on the phone before being cutoff. Called back and the operator said they would call me back in 5 minutes and they still had all the information so I wouldn’t have to go through quote again. They never called back. I called them back next day all the information from the quote lost and started the process again. After going through the whole quote they then said they could not insure my postcode even though the week previous they sent renewal forms to said postcode? I’ve never written a poor review in my life but I’m absolutely disgusted by my treatment here as an existing customer. Time wasters and very disingenuous. I’m happy I didn’t have to make any claims whilst I was with them as I can only imagine how difficult they would make. Strongly advise staying away from them and I will be moving my income protection insurance from them at earliest convenience.”
“Had them in the past to insure a caravan and sadly had to claim. Their claims process was easy, speedy and really helpful with customer service. Sadly no longer have the caravan or I would insure with them again with no hesitation whatsoever even if it was a little more expensive. Sadly you don't find out what you are buying into until you claim and I can say with certainty that they were a pleasure to do business with and really helpful in making the claim and speedy at paying out.”
“In May 2020 I discovered damp patches from a leak that was coming from my en suite shower through the ceiling to the study below. The damage was extensive and NFU contracted the repair work out to C. Hanlon, a trades company. Work began on 24th June 2020 and for ther next 5 months my house was in total upheaval. I never knew if/when workmen would turn up. There were frequent, lengthy delays when they were sent off to other jobs and communication was sparse. The shower room and adjoining bedroom were gutted, the shower, wash basin and toilet were dismantled, carpets and floor boards were ripped up, the bedroom furniture was sent to storage, the ceiling and wallpaper in the study below where the water had leaked through had to be replaced. At one point when the workmen had left for the weekend, I found that they had left a pipe dripping which caused another leak through the ceiling below. By mid-October, the work was finally completed...or so I thought, but in February this year I noticed that the vinyl floor in the shower room had started lifting and suspected that the shower was still leaking. The NFU Claims Adjuster came out, gave a cursory look around and concluded that there was not a problem. However, when I lifted the vinyl I found that the floor boards were soaking. The leak is coming from under the shower tray. So now I am back to where I was in May 2020, with apparently no redress forthcoming. My calls are met with vague promises of future action which has so far not materialised. I wrote to NFU Customer Relations requesting that my claim be prioritised in view of the fact that their subcontractor's incompetence has caused this situation. Their response was that it takes 40 days to resolve a complaint, so clearly I am wasting my time with them.”
“You can actually ring and speak to someone - in the UK. They are pleasant and helpful and managed to get a quote cheaper than some listed on comparison site.”
“***Waste of time**** I rang them for car insurance quote and it came with £1400 for a lady driver of 45 years old with 3 years no claim discount, where as the renewal quote with Co operative insurance was only £505. NFU has not online quote and is dinosaur now, at the mean time the guy on other end give me the tentative quote before even taking full details because he do not want to be at phone for 30 minutes. Rubbish keep away.”
“Small print didn't cover emergency plumber callout (to limit damage and therefore cost to them! I should have let the water keep flowing until the following day to avoid a premium callout at my cost). Letters to try to clarify this failed to provide a response that actually answered the questions asked twice, before finally giving a clearer (and rather shirty) explanation. Unimpressed.”
“After having an accident last year I felt that the company didn’t provide much support for myself. I had to keep chasing up reports (which is still ongoing). The annual premium doubled! I felt like I was being penalised for an accident that was not my fault. Difficult to get hold of local branch due to working full time (they stated they were open on a weekend but never answered the phone) just very unorganised.”
“Excellent cover...if it fits your requirements, and really nice helpful staff in local office. Declined to insure young driver, and was not able to match - or even come close to -competitive renewal quote from another major insurance provider.”
“I have used NFU for many years now for my main vehicles insurance. They offer a good service, and it’s nice that they work locally, where you can pop in if you have any issues.
You used to get allocated a person to deal with your insurance, which was nice, as you always got to chat to the same person, however now I think it’s a little easier, as you can chat to any staff members, who are all willing to help you,”
