NFU Mutual Anmeldelser 

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.

NFU provided friendly and helpful service. The claim process was straight forward and all Sassy's treatment was paid for .I would recommend NFU for equine insurance cover.

Ripon Office very easy to contact and discuss my problem. Resolved quickly

Beware NFU weasel words .In my expereince the NFU dont live up to their boast we pay 95% of all claims

NFU always treats you as a person, not just a client. They are sympathetic and understanding and perfectly fair. Service is prompt and staff often know you by name.

NF U Mutual lived up to its reputation as a sympathetic,efficient Insurance company who dealt with my household claim quickly and in a stress free manner

NFU, especially their Colchester Office are appalling junk mailers. They cannot get enough business by word of mouth and so incessantly sent junk mail for home insurance including to NFU customers of other offices. I have repeatedly asked them to stop over several years but had two more junk mailings this week. Not the business practice of a credible group

Did an online car insurance quote and got an email to say someone would ring me to discuss. No call ever came and I had to renew with my current insurer. I don't know why a price can't be given online like every other company. Wouldn't consider using them in the future.

Lynn Timmins and the team at Llangeni have been extremely helpful and efficient in processing my claim . I would highly recommend NFU . Everthing was settled with my claim in 4 weeks. An excellent service at a very stressful time .

Good service from initial claim with processes being managed by NFU. A slightly complicated case may have interfered with normal process.

I had a shock when I found that my blocked drain was caused by the invasion of tree roots & much more serious than expected. Throughout the process Lydia Rourke supported me through the process which was efficient & reassuring

Contacted NFU after recommendation from a friend. They refused to accept my application, as my parked and unattended vehicle had been damaged in December 2024, and I had to make a claim with my previous company.
So if you have made any claims in the past they will not accept your application.

No issues , swift payout, handled professionally.

Best insurance customer service by miles and miles.
Other party involved, could not believe how efficiently NFU dealt with them. Just bloody great.

Absolute rubbish. They shreds to insure him once my son passed his driving test which he did first time and then they refused

I Simply asked that In light of
the concerns raised, I respectfully implore that Avon
Insurance and NFU reconsider my claim in full,
reviewing the matter afresh with all relevant
evidence, including my consultant's report."
I will Certainly try to be constructive and Fair but One of my most serious
concerns is that Avon Insurance / NFU reached its
decision in realation to my Accident surgery claim before waiting for my consultant
orthopaedic surgeon's report and I find that
fundamentally unfair. The consultant's report
was the most authoritative medical evidence
regarding my condition, cause, and prognosis.
By deciding before considering that evidence,
Avon / NFU did not conduct a full, balanced
assessment. It is difficult to understand how
rejecting a claim without all specialist evidence
is fair. I expected any insurer to review such
reports carefully, but instead I felt the decision
was already made. That undermined my
confidence in the process, especially as Avon / Nfu
had previously accepted two claims involving
the same underlying arthritic condition. I am not
asking for special treatment, only that all
relevant medical evidence be properly
considered before a final decision. I hope both
Avon and NFU reflect carefully on how such
decisions are made in future.
Apart from that they have shown me utter Disrespect and contempt in ignoring all contact from me since I submitted my Consultant Orthopaedic Surgeons report, or am I mistaken and they are still reconsidering this new and imperitively important information.
Will I ever know. ?
I humbly asked them If you cannot uphold the claim in full,
please consider whether a fair settlement can be
reached. I look forward to your considered
response.
Still No Response since Early July.

Had a Response now totally ignored the facts of the whole matter as I have explained above, and to add salt to the wound I've been threatened
( by Sophie ) not to harass their staff, or make any further comments.
Disgraceful people and Deplorable behaviour, when I'm just looking out for my family.
Yes I've lost my claim, but please everyone steer clear of this awful organisation. NFU /AVON.

Sincerely

Charles Cachia.

Friendly staff and someone from the local office at the end of the phone. Couldn’t recommend highly enough.

Handholding by the NFU from start to finish. NFU is a reliable, professional and people friendly organisation, ready to provide quick and accurate feedback.