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National Farmers Union (NFU) Mutual

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12 Reviews
  • A standard of service you'd expect to find in a third-world banana republic!
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      03.11.2011 00:25
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      shop around you will get better....they used to be good, not anymore in my case.

      i have been a customer for 7 years with the nfu and whilst the service used to be ok, and the price was good, sadly that is no longer the case for me..i insure 4 vehicles with them and as the price soared more than usual this year i shopped around out of interest..
      i used one car from my fleet as an example on 2 comparison sites..the nfu quoted me 725.00 fully comp..i have full no claim s on all policies and a clean driving record.
      from 92 quotes on the comparison site the nfu came 91st most expensive, nearly 3 times the first 12 quotes on the comparison sites...i will be contacting them tommorrow to see what they have to say..
      the quote i picked was 249 quid like for like with a mainstream insurerer, not a budget one which i could of had even cheaper..
      i feel its the old game that if you accept renewal without question they will make you pay, when i first contatcted them they offered me another 10%...still a rubbish quote..
      shop around each year and go back to them with the quote and see what they offer..if they are that good they should meet it?
      im paying at the minute over 2500 pounds per year , but the quotes iv had are less than 1250,,,thats half the price!!!
      think it over

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        22.10.2011 15:20

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        Go to a local family insurance broker!

        Be careful and ask if you are unsure on policy wording, I asked for a policy to protect some eqpt in a barn/shed, which they did, BUT, after some accidental damage, they said, OH NO SIR, you should have had the "All risks" policy, so your claim is invalid.

        Nextly, another failed claim, sorry Sir that building is not exactly as specified and you are not covered!

        So 2 claims later and being fobbed off with errors, which of course must be my fault, the buggers have decided to insert endorsements, which are not favourable to me at all.

        So the reason for this rant is, make sure you get what you ask for and if you think you may "accidentally" damage some prime eqpt in the future, get it covered, cos they will squirm out of everything.

        So it is safe to say, I WON'T be renewing, infact, I will be cancelling early!

        Whilst I am in rant mode, do also check your vehicle wording in the docs, they too may not be what your interpretations are, for example, we had a van with them, which used to include breakdown cover, but it seems now to be extra, I think that like ALL insurance companies, they want your money, but you cannot have theirs!

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        27.01.2011 18:58

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        Fantastic company.

        I have been with NFU Mutual for some time now and can't complain one bit. I feel like a person, not a number. I agree that they are not the cheapest insurer, and they don't try to be. They offer a good price for the type of cover they are offering, it's 5 star insurance & provide customers with quality cover. Legal cover, breakdown cover, and windscreen cover is already part of the policy. They also don't charge silly amounts to put policy on direct debit or silly administration charges to change your address or any details on the policy. When you look around you will find the cheaper quotes you are getting elsewhere have already got a huge excess on the policy and don't cover your transport after you have had an accident. This isn't something that the other companies will tell you up front. NFU have a free phone number and if you are calling from a chargeable mobile they will happily call you back so that it doesn't cost you any money.

        One other benefit of the policy is that you are allowed to add a temporary driver to the policy for upto 30 days throughout the year. When my 17 year old son is home from university, we can put him on for 5 days at a time if we want and it would cost about £8. A lot of companys don't offer temporary cover, especially for young drivers.

        I can't fault NFU for any of the service I receive, you are not waiting 10 minutes for the call to be answered & you are put straight through to an associate, usually the same person you've spoken with before so it's also got that personal touch.

        I would recommend everyone to this company as I know that in the event of a claim or a breakdown Myself and my Family are fully covered.

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        15.01.2011 16:47

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        excellent honest service which takes alot of the hassle out of claiming from an accident

        I had an accident in my 3 month old car, which was also only 3 months into my NFU motor insurance policy. Unfortunately my car was totaled due to skidding on the ice, i rang the NFU as soon as the accident happened, within the hour the car was towed away. The next day they rang up to go through the claim procedure but they weren't allowed to do anything until the car was estimated by the garage this was on Xmas eve so i had to wait until the week after xmas (it's understandable as no garages are open over xmas), as soon as the car was valued as a write off i was given a hire car for two weeks, they settled for only 100 pound less than i paid for the car (if you read some of the horror stories of what some insurance companies do when it comes to valuing you car you can understand how happy i was with this), they also paid the full amount for two personal items that were damaged in the accident with no problems. Now the best part of this companies service was when i came to my now defunct policy only 3 months in, most insurance companies will expect you to pay off the rest of your policy, with NFU i was allowed to cancel the policy as soon as the claim was settled with nothing more to pay and go and see if could find a better deal with someone else, but off the back of this excellent service (all settled 3 weeks after the accident during a very busy claim period) i'll be carrying on with my insurance with them.

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        19.10.2010 20:11

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        Amazing! I love the NFU Mutual, the quality of the service is unbeatable! I insure my house, car, my dog, my cat, I hold all my travel insurances with NFU and my partner holds his insurance with them also! I have dealt unfortunately with poor serivce call centres where the customer is just a number, but at NFU, I become a person, greeted personally when i visit my local branch and even recognised by voice on occasion, after only insuring for 2 yrs! The level of cover seems very good, highly rated by various organisations, I read one recently by which magazine, it makes me proud to be a customer! Highly reccommended claims service, my previous car had a run in with a tree, within 2weeks, it was repaired, courtesy car average, but overall, excellent service! Thank you NFU.

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        17.09.2009 20:03

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        Local, regular contact

        I remember a time when people weren't all too fussed about price - it was the service that you recieved that truly mattered.
        I have been insured with the NFU Mutual for over 15 years and I am a Farmer so it was an easy choice in determining where I placed my business.
        I fully understand that I could ring a foreign call centre today and save hundrends of pounds on my insurance but when I think about it, I'm not worried about money, it is the service I receive.
        When I need to change my policy, I can ring my Agent who will come out the next day and see me and give me the best advice available.
        I know that every year, my Agent will come round to review my insurance and tell me what is best.
        As a Farmer, I have property worth over £2million and I am safe in the knowledge that I am covered for every eventuality - almost everything on my policy comes as standard and isn't excluded somewhere in the middle of a 1000 page policy booklet.

        To the people who slate the NFU on price: The NFU Mutual has positioned itself in the market to cater for people who value service and quality.
        If you want cheap insurance and no contact for a year from your insurance company, stick to Direct Line or Aviva.

        Most of my friends in my local area are also insured with the NFU Mutual and have several policies. We can insure our farms, our motor fleets, our horses and our homes all in one place.

        As we are members of the NFU, we get extra benefits which other companies wouldn't dream of offering. We also have our premiums reduced each year and have the security of the expertise of the investments team for our Pensions and our savings.

        To close, I wouldn't move my insurance unless something drastic was to happen such as the non payment of a claim but I do not foresee that s for now and the distant future, I am staying put.

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        05.06.2009 17:59
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        Avoid like the plague!

        When the time of year comes for renewing insurances, I automatically renew without shopping about but this year I decided to be a skinflint and see what else was out there.

        I have been an NFU insurance customer for years and when my commercial insurance kept going up rather than coming down having not changed any part of the policy or made any claims, I have discovered just how much I have been ripped off. My renewal figure came through from the NFU with an extortionate amount, I rang around a few places and managed to get several quotes, ranging from £1500 CHEAPER to £1000 cheaper. Yes, CHEAPER! Yes, it was quoting like for like as I read it straight off the renewal form! NFU were contacted and questioned - no one in my local branch could give me a satisfactory explaination so I was referred on. I received a call offering me a £500 discount if I stayed with them for the next 5 years.

        Me thinks not.

        I declined the renewal and stopped the direct debit with the bank only to receive a call from NFU saying the payment had been declined! Of course it had! The girl who called did not seem to understand that I had cancelled the renewal and was a bit annoyed at me!

        Oh dear - shop about each year - If NFU are the best, make sure you get your policy documents - I am still waiting on a set from 2006!

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          04.06.2009 17:24
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          NFU Mutual refused to say who authorised issuing of Solicitor's letter to one of it's members.

          I am a member of NFU MUTUAL. NFU MUTUAL has asked for members to have their 'say!' I did but when it got too 'hot' for the exec and Board to handle, they sent me a letter from their litigation Lawyers.

          I am to attend the NFU Mutual AGM 18/6/2009 to ask who authorised the issueing of the solicitor's letter and why.

          If 'Mutuality' does mean the members own the Society, why have they reacted so radically to a member who pointed out administrative inefficiency and illegality?

          Is the truth that 'Mutuality' is a lie in the NFU Mutual and a 'one-way' thing used to keep the membership quiet.

          I have outstanding questions about inefficiencies. The exec refuses to answer, the Board just watches on

          This 'Lawyer' has told me ( member) that I cannot contact the NFU Mutual executive or Board. What arbitary right has he to 'assume'this authority over a member?

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          20.08.2008 20:01

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          People are quick to post negative reivews, but not so inclind to post positive!

          I have 3 Crystal Ralph Lauren hurricane lamps on my dinning table, they cost £650 each five years ago.

          Recently I was washing the shade of one of them in the kitchen sink, I then dried it with a towel and it rocketed out of my grasp and hit the ceramic tile floor in the itchen smashing into a million pieces.

          Oh pooh!

          I contacted RL to ask if I could purchae a repalcement shade, but no - I had to buy a whole lamp - and they were now £750!

          So I phoned NFU - with whom my contents, and 2 cars are insured to enquire if it was covered under the contents policy - as I had accidental damage cover it was - less a £50 excess - hmmm - pay £750 or £50! Bingo - the £50 won. I asked if I needed to keep the broken glass as proof - but they said no (I did in fact do so) and that a claim form would be in the post soon. The next day I received it, completed it and sent it back. Within 4 days I got a call saying that the claim had been approved. I told NFU that the lamp was only available direct from RL, and that P&P and Insurance was an extra £45 - they said they would add this to the claim. They said they could not pay the claim without the invoice, so that I was to purchase the replacement and then send them the invoice, keeping a copy for myself. Within 5 days of me sending the invoice I received a cheque for £745! Now that's what I call service!

          I now have the 3 lamps back in place, and are frightened to death to wash them!

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          18.01.2008 19:00
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          Useless

          I have been merrily paying them hundreds of pounds a year for seven years and never once made a claim. We have a substantial garden fence running some 30m along a stretch of narrow, blind-bended road and it was hit recently by a large vehicle causing substantial damage with debris strewn across the road. The fence is now bowing out into the line of traffic and poses a far more serious threat to public safety (and the NFU public liability cover supposedly also in place) the longer it is left.

          It is a dangerous place to work and the quotation we received from a highly regarded firm was for £595+VAT to repair. Considering I have an excess of £250 we are talking about a cost to NFU of only £350 by the time they have claimed their VAT back and then an entitlement for them to hike my premium to claw even more back subsequently.

          To my astonishment however, a superior sounding clerk on the end of the phone seemed qualified to judge an element of betterment in the claim. How on earth did he manage that? I have no inclination for dishonesty and his baseless assumption to the contrary I find offensive. If he can get it repaired properly for less I would be delighted then I wouldn't have to claim at all. Instead he would rather incur additional expense by sending someone round to appraise the damage, which has already been assessed by the contractor (who knew nothing of it being an insurance claim when quoting) to whom I recommended he should speak, but he declined in favour of spending more NFU money to try to con me out of a small and straightforward claim. In addition choosing to allow the increased risk to 3rd party damage and the potential for a claim on a vastly larger scale to linger.

          I am amazed at the level of incompetence and meanness this experience demonstrates. NFU should be ashamed of themselves for slandering and treating their hardworking and loyal customers this way and I recommend you do not insure with them under any circumstance if you wish to avoid this type of experience.

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          26.09.2002 04:06
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          • "A standard of service you'd expect to find in a third-world banana republic!"

          “Crime… together we’ll crack it” went the police campaigns on the TV and in the newspapers as I grew up. “Do you know where your lad’s going out tonight?” went the cringe-makingly bad advert for panopticism (if we all watch each other, no-one can, or will want to, do anything wrong) in the late seventies/early eighties. Yet still, crime rates march ever onward. Finally, tragically, the crime-wave has broken against the shore of repairmanjack’s sunny beach… a bunch of b*st*rds have stolen my car. Ok, this isn’t about the horrors of modern life, before you start lobbying to have this rant moved into Speaker’s Corner. This opinion is all about possibly the most inept insurance company on God’s green earth. The National Farmer’s Union (NFU). In the aftermath of having to come to terms with being a pedestrian once again, I have been extremely disappointed in the NFU’s handling of my claim. Firstly, my car was discovered the day after its theft and vandalism, but it took an extra day to have it collected. Eventually collected on a Saturday… I was to be taken with the vehicle to a Repair Centre in Dereham, Norfolk… despite my vehicle (and myself) being stranded in Lowestoft, Suffolk… some fifty miles away. Unfortunately, the collection service was so late in getting to me, that the Garage had closed for the weekend before my car had even been collected. So, no courtesy vehicle… unless you regard the current service by British Rail as courteous, which, I am sad to say, I certainly do not. In my last communication with the garage before they closed for that day, they informed me the NFU actually has a repair centre based in Great Yarmouth… which is only ten miles down the road from where I was stranded. I immediately contacted the NFU’s Road “Rescue” service and spoke with a seemingly pleasant but confused you
          ng girl who attempted to find this repair centre on their computer system. She offered me a couple of names of garages and asked if I knew which one her own firm were affiliated with. You can imagine my bemusement. Instead of being transported to the repair centre, my car was subsequently delivered to a safe-house for the weekend, on the understanding it would be delivered to a registered repair centre (again, the one fifty miles away!) first thing Monday morning. I was advised by my insurers to contact the repair centre on Monday, and they would furnish me with a courtesy vehicle. Upon ringing the garage on the Monday (about 10.30am) I inquired as to the arrival and condition of my vehicle – to be informed it had not arrived. I contacted NFU, once again… spoke to someone who, whilst very sympathetic, offered me the consolatory approbation: “Oh… well it should be there. I’m not sure what’s happened to it”. I was then put on hold for almost ten minutes while inquiries were made. Upon hailing me again, the sympathetic voice told me she was unable to contact the company who had collected my car, so, no, she couldn’t tell me what had happened. I was then given a phone number for this firm and told that I would have to keep ringing them myself and ask them what they had done with my car. Upon attempting to ring this number, and receiving no answer, for a day and a half, I began my optimistic discourses with the repair centre once again. My car arrived on the Tuesday, at approximately 4.30 pm. No courtesy vehicle was offered at that time, nor did I request one, as I had already been forced to make the forty mile journey home by rail the previous day (making me just the two days late for a job interview). I was then advised (speaking to yet another strange voice on the end of the telephone) that I would be contacted by the NFU once a registered mechanic had surveyed the damage̷
          0; and I would be informed of their intentions as to the future life of my car. Despite several telephone calls badgering for an explanation or an update of findings… I eventually received a telephone call from their appointed mechanic - who, for legal reasons, henceforth will be known here as “Mr Chuckles” - TEN DAYS after the car was impounded at the garage. This was the Friday week after my insurers had finally secured my car at the repair centre… and an astonishing TWO WEEKS after it was initially recovered. I was then advised by Mr Chuckles that my car was not going to be repaired, in no uncertain terms, and I would have to shop around and garner some price comparisons as bartering tools. Ok… now we’re getting somewhere. Its inconvenient, but it is standard practice, and the NFU are obviously enjoying role-playing as a real insurance company. I was told I could ring laughing-boy back, and given what I believe was a mobile number to do so, the following week (a bank holiday ensued in the meantime), and we would finalise an agreement with regards my acquiescence of an unsatisfactory compensatory sum for my vehicle. I spent the following three weeks trying to contact this mechanic… whose phone was constantly unanswered. Eventually despairing I once again contacted the NFU… who told me Mr Chuckle’s report had never been forwarded to them (but they had seen no sense in actually asking for it, either). When I insisted the insurance company try and contact him, a rather sheepish fellow named “Jimbo” (real name withheld, pending inquiry), informed me he could find no record of this man on their books… and he might have been someone the firm wouldn’t normally use. Indeed! Rumour may have circulated regarding my displeasure at this point as, three hours later, Mr Chuckles contacted me personally. In fairness, I discovered his manner and helpfulness t
          o be much improved on our initial communication, and we were able to settle on a figure of £500 that he would suggest to the NFU. (My car, of course, cost nearly three times that, two years ago). I would have to say that I registered for insurance with this company as I understood that, in the sad event of its necessity, my claim would be dealt with professionally and in reasonable time. The above, I feel, is stark testament to the opposite. I have taken advice that the average timing of such claims is two to three weeks maximum. Given my vehicle was recovered the day after its theft, I feel this is an appalling amount of time for a claim to remain open, and some of the ineptitudes displayed by this insurance company have been, frankly, shocking: asking me to provide the addresses of their own registered garages; giving me a dead number of a recovery firm to make phone calls that their operatives couldn’t be bothered with; and eventually – again, I repeat after TEN DAYS of waiting – sending out a mechanic so surreptitious that half their firm cannot find him in the company records. I would hope the inferior processing of this claim will make them pause for thought when they do finally come to recompense me. I felt that, as a gesture, it might be nice of them to increase the compensatory sum to absorb the damaged child safety seat (it was wantonly damaged and sluiced down with beer and vomit by one of the thieves - what is wrong with these people?!?!). I have been advised to contact the Insurance Ombudsman and inform them of the details and irregularities of this claim, and, in a letter to the firm, I have informed them of my desire to do so. I have also mentioned that I post opinions on this website, and would not be offering them a favourable review… stating I am happy to leave a space for a footnote should the firm wish to offer me something complimentary I can say about it, in the next couple of weeks.
          I’ll keep you posted, but I don’t advise you all to hold your breath… I know I won’t be. If anyone out there in dooyoo land has got any more helpful suggestions (other than find another damned insurance company), this extremely irritated pedestrian would dearly love to hear them. Cheers all. Jason.

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            17.01.2001 17:42
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