“I had damage to a roof caused by a storm and water eventually leaked into the house and that was when I first noticed it.
NFU we’re not interested.
Then I was pricing around on another policy for contents of a shed containing a tractor and implements and the other insurance company told me that I wasn’t insured on the NFU policy as I didn’t own the shed.
I visited the local NFU offices and a member of staff was very nasty and started shouting whenever I asked why I was paying for a policy that I wasn’t covered for.
The agent (director) actually came out to our house and insisted that i was covered even though I didn’t own the shed.
I had been paying this policy for 4-5 years but they weren’t interested in refunding my money and then I received a phone call from someone who said their name was Timothy and that they represented the NFU before I could say anything he shouted down the phone ‘YOUR NOT GETTING ANY REFUND’ and then he hung up.
I then renewed all other policies that I had with the NFU to other companies.
I thought that someone from NFU would be asking the question why has this customer removed all policies.
No one ever contacted me to ask that question.
They seem to be a law unto themselves.”
“NFU Mutual made a motor claim a nightmare from start to finish 😢
Here are just some of the mistakes on a no fault claim -
They incorrectly assessed my car 6 years older so it was undervalued by +£3,500, refused to assist with a courtesy car (their website states they cover this on a no fault claim) so I was without a vehicle for almost 2 months. Highly stressful time with 3 children at none catchment schools!
2x data protection breaches and withheld the majority of my information following a Subject Access Request.
Finally, they have failed to even acknowledge my complaint sent almost 2 months ago.
Their treatment has left me hugely out of pocket (this would be theft if you or I did this) and had a massive impact on my mental health.
I recommend avoiding at all costs!”
“The worst decision I ever made was to insure my tractor and post knocker with nfu.. after a serious accident,no fault. It was was a constant battle to get any reasonable payment or agreement with them. They don't mind taking your payments..”
“Insured last year for the first time mainly through human contact. Fair price and easy modification when I changed car. Renewal price nearly 100% increase despite no other major changes. Not quite septuagenarian but long no claims. Tesco sorted me fairly in 20 minutes. I was attracted to NFU by human contact and implied promise of fairness and loyalty, but it looks like the old tricks of the insurance trade are fully in play. Sad. Glad I’m not a farmer needing to use them for specialist agricultural vehicles.”
“I sincerely apologies for hearing about your trying experience; these con artists are quite crafty in how they deceive people. You ought to consider filing a grievance with HERSTEL.CO. They assisted me in getting my money fully back in a matter of days.”
“After several years as a NFU customer I have finally given up with them. As a septuagenarian I would appear to be their target customer to have my prices increased each year. 17% in 2023 and 21% in 2024 - because of other peoples incompetence! Their advertisement is false and largely incorrect. As Shakespeare put it, "me thinks he doth protest (advertise) too much"”
“I have had the worst customer service from the Hungerford NFU office. They do not call you back inspite of having a policy worth many thousands of pounds. Their premiums are criminal as double what is available in the market place. If I ran my business like they run theirs I would be out of business.”
“As a member of which I contacted NFU for a car insurance quote, After 20 minutes of going through everything I was given the quoted price which I was happy with, albeit, I was told I needed to confirm my No Claims, I contacted my current insurers who told me my no claims was 13 years. I got back onto NFU and was told that their underwriters were not prepared to insure me because of keyless entry to my car. All I can say, is what an absolute shambles of a company who appear to have no idea of what they are doing. I contacted the AA and they insured me on exactly the same terms for £200 less so it all worked out OK for me. My advice is not to waste your time with this shower. I will be taking this up with Which in the meantime as they are a one of their "best buys"”
“As a member of which I contacted NFU for a car insurance quote, After 20 minutes of going through everything I was given the quoted price which I was happy with, albeit, I was told I needed to confirm my No Claims, I contacted my current insurers who told me my no claims was 13 years. I got back onto NFU and was told that their underwriters were not prepared to insure me because of keyless entry to my car. All I can say, is what an absolute shambles of a company who appear to have no idea of what they are doing. I contacted the AA and they insured me on exactly the same terms for £200 less so it all worked out OK for me. My advice is not to waste your time with this shower. I will be taking this up with Which in the meantime as they are a one of their "best buys"”
“Appalling company…..
I have recently had an appalling experience with the NFU. Unfortunately after being a loyal costumer for a number of years my car was written off in an incident that was completely outwith my control and not my fault however I was treated very poorly. There was very poor communication in their part, I also feel completely robbed with the value they gave for my car- after I provided a quote from the local car dealership who I had bought the car from. They then also refused to pay for other losses after I had to take time off work due to being car-less. The whole experience was incredibly frustrating, upsetting and time consuming.”
“I had a lightening strike in 2023 on a thatched roof. It caused a lot of damage
Roll on one year still not resolved. Ireed to renew the insurance when we spoke because Hungerford Office said they would speak to the claims team about my on-going unsettled claim to get it resolved.
I have been very worried about the structural damage since the lighting strike. And today I can clearly see from the ground that indeed the cement around the chimney is split. Still not proper survey done by NFU
I still don't have glazing in the shed where 4 panel exploded together. The Team collected the glass and boarded it up. It's terrible no one has been back to fix it.
The remote control the blasted off the wall for the garden lights has not been replaced and fixed.
It really is a shambles. I am very disappointed with the service.”
“I had my car written off by a tractor driver who claimed to be going straight on the main road. (See AAmap showing the 90 gegree turn he was taking)This particular junction has many cars in accidents at the spot mostly caused by British Sugar traffic tractors tankers who would be with NFU so you are aware of the problems at that junction. You would I expect be equally aware of the issue of mud obscuring any road markings if on the road.
I am informed by my insurer you may claim my fault. Your tractor driver had a friend(witness) who arrived 5 m8ns after he struck my car. The police were not involved when the pair realised I was a disabled pensioner they became racist and aggressive. NFU not impressed at all.”
“Bunch of Joker’s the worst insurance company ever been in the property since 1995 never made a claim we have a leek from our roof by the chimney made excuses that it’s wear and tear state on the tv they pay nine out of ten claims total lies won’t be renewing shocking”
“There is no way on earth this insurance company received Insurance of the year for 3 years in a row. They must have blackmailed people into writing a review. The reviews on here are identical to mine, failing to call customers back, creating obstacles in trying to be paid out and instructing USELESS Loss Adjusters. I tell you, they are messing with the wrong person. I turned up at their office in Bristol, accessed the lift and advised that I wish to speak to someone. They were taken back, but what do you expect when you won’t return calls or communicate in writing effectively.
I have never in my 53 years on this planet experienced such spiteful, hateful, mean spirited and depraved people. This is collectively how I would describe the entire Claims Team in York. The level of incompetence and disregard for a policy holder raises questions if these people should even be engaging with living people or if they would be best placed in a morgue. The entire belongings of my home were damaged in storage. I asked their approval of the storage company they agreed. My belongings were damaged loosing the majority of my entire worldly possessions. 9 months later I am still sleeping in a second hand sofa purchased from EBay because I can’t access my room and my son on a mattress on the floor. They are inhumane, depraved and cruel individuals . Karma doesn’t need to be requested, it will come to each and every single one of their front doors and I hope the agony it creates in their lives, the lives of their daughters, son, mother, sisters, is tenfold. At a time of loss and duress NOBODY should be engaged in the practice of making it any worse than it is. An awful organisation not fit for purpose and I WOULD AVOID AT ALL COST!”
“Told me i had been overcharged years ago on a home and lifestyle policy and that they had made the payment into my bank .6 weeks later and lots of phone calls later still no money”
“We have had several types of insurance with NFU for many years and suddenly because our dog reached the grand old age of 15 years they cancelled the insurance. Very poor customer service with a couldn't care less attitude. When I said we could not longer trust NFU and would cancel our various insurance policies they emailed back to say just let us know when you are leaving. They were great when we first started insuring with them, not anymore.”
“Had to pay 350 for a financial advisor to tell me I could take out my pension early. I was desperate for every penny of my pension, I had to cash it in early to pay to survive as I just lost my job. My pension was 32000 and I have had to pay 350 for a FA to tell me I can take out my money. No advice needed. Had to do nothing and charged me 350. Money I just cannot afford. It's totally disgusting, profiteering off of someone's misfortune. I do hope the NFU are pleased with themselves. As a long term customer, ex farmer I shall ensure I never use them again.”
“One star too much, but no option for awarding them no starts whatsoever. Refused to pay out on claim stating it was wear and tear. Part of vehicle removed to see the damage and they even refused to put it back to the condition it went to repair centre in. So my vehicle has more damage now than before. I have been an NFU customer for 15 years and have never made a claim and they treat loyal customers like this.
I waited over a month for anyone to even assess the vehicle after speaking to the claims department. They have zero customer relations. I will be moving insurance companies ASAP. Would not recommend. Absolutely disgusted with the treatment I have received.”
