“I've had my cars insured with NFU-Salisbury for over five years. It was the first motor insurance company that didn't increase the premium on each renewal.”
“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.”
“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.”
“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.”
“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,”
“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.”
“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.”
“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.”
“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.”
“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.”
“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.”
“It has been TWO YEARS since a #criminal hit and run claim was made against an NFU insured person. Whilst NFU #insurance accepted liability, they have only offered to pay half of the cost of repairs for the damage this incident has caused to the building as they claim that the balcony could have had pre-existing problems. The damaged heritage building is in a conservation area, it is a Grade II Listed Building and was fully renovated only 5 years ago. We have contacted our own Insurance, who have tried to negotiate an out of court settlement, but NFU has refused even though the damage to the building`s balcony is a hazard to public and in the verge of collapsing after the delivery truck insured by NFU reversed into it, shook the entire building and run off. We had to secure this balcony at our own cost during the claim process.
The repairs to heritage buildings are very complicated, involve conservation officers specific guidance and full structural surveyors report that NFU have refused to pay for even though this is a requirement by law!!!
They have dragged this matter for TWO YEARS for us to give up!
I am ashamed of having had recommended #NFU Mutual to my clients for 6 years as a Land Rover salesman! I really hope none of them had to experience what I have been going through for the past 2 years.
This is a final warning to NFU that if this matter is not settled within the next two weeks, WE WILL take this matter to the #media and provide all necessary evidence!”
“Appalling company that in my experience uses every trick to not pay insurance and put up barriers to delay any claim or complaint. I wouldn't touch them”
“Nfumutual are a shambles of a company. We have had claims unsettled for 3 years. The legal expenses cover via DAS is non existent. The solicitors you have to engage with on das approved panel are shocking and will do everything possible to reject your claim or if the claim is accepted do nothing for months, lose documents, don't have secure document management and solicitor churn is very high so you have to keep repeating information . Loyalty means nothing to them and they have no morals or desire to settle claims in a timely manner leaving any consequential losses stacking up. The stress and anxiety their incompetency or deliberate unprofessionalism causes is beyond belief.”
