NFU Mutual Home Insurance Reviews

Click here if this is your business
★★☆☆☆
1.8
18.0% of users recommend this
Click here if this is your business
  • Customer Service

  • Value For Money

? Ask our helpful community of experts about this product or company
NFU Mutual Home Insurance - Ask a question now

Refine your search

Latest Reviews

“Appalling company”

★☆☆☆☆

written by alansr1960 on 23/02/2024

An appalling insurance company who in my experience have used everry trick to avoid settling a claim. They missed their appointment which they set up, ignored photographic evidence and made demonstrable misjudgement. The loss adjuster even claimed to have validated the decision with head office claims but couldn't remember who they spoke to. Clearly they hadn't emailed the photographic evidence or they would have the email address. Then the complaints division use a different person with each contact so each time you have to explain the issue once again. Classic delay tactics. My advice would be to stay away

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Excellent”

★★★★★

written by Kenrichards on 13/06/2023

We have been insured with NFU for our home and holiday cottage business for 22 years. Over that time we have made two claims and both were handled with speed, professionalism and eaze. We also had a claim during covid, again NFU were brilliant. We are now retiring from our holiday cottage business but I will continue to insure with NFU in the future. They offer a comprehensive service. Excellent and helpful.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Felt extremely unsupported by NFU”

★☆☆☆☆

written by LadyPH on 29/01/2023

I have home emergency on my NFU Home/contents policy. Recently had to call NFU as water kept pouring out of the arm of my tap when I turned it on and water was pouring down the back of the sink unit. NFU home emergency kept me on the phone listening to horrible incidental music before coming back to me 40 minutes later having deciding it was not a home emergency and they would transfer me to general home insurance, who then told me it was a general maintenance problem and they could not help me. I am an elderly lady who has never been fortunate enough to go to home plumbing maintenance classes, hence why I had paid for a home emergency aspect of my policy. Left me crying my eyes out and not knowing what I could do, it was a Friday and would not be able to get a plumber easily for an emergency. Not having a kitchen sink tap would have affected my ability to have water for drinks & cooking in cold weather, without having to go up and down stairs to the bathroom with heavy pans, jugs etc. In the end I Phoned an elderly gentleman friend and could hardly get my words out I was crying so much with upset. He immediately got in his car and did a 30 mile round journey to help me out. I felt there was very little empathy or care shown towards my situation by NFU. Sadly very disappointed, let down and very upset.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 3 0

“Nothing For U”

★☆☆☆☆

written by MelvinGray on 11/11/2022

Legal sharp practices from parasites. Just don't expect normal cover at an honest price.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 1 0

“Home insurance with legal cover”

★☆☆☆☆

written by Goodmanvp1946 on 04/09/2018

This company that prides it's self as not making drama out of crisis unfortunatly contract out their legal cover to a company called DAS law who will use any reason or excuse not to even to look at your case in the first place. If you get pass the claims handler then a litigator will ask for detailed information about the case to assess at least a 51% chance of winning the case and they will also say and try anything to say you have no case. NFU you should not use this company if you want to keep your reputation.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Shocking”

★☆☆☆☆

written by NayeliBaldwin on 24/10/2017

Shocking service I would give the minus rating if I could, no unstanding of what a driver needs and God help you if you need to claim!... A driver hit my backend on a roundabout and they refused to fix my car and made me feel like a criminal from the off!!! Took months to even think about giving me a hire car and even then tried to bill me for it at £230 a day!! Just shocking service on the phones as well as a black female even the service from other countries is very very poor you have to keep telling them about the claim as they will try and get you sooo angry so you put the phone down... The claims department as run by idiotic fools that no idea what odd side and near side is!! No had to leave with a damaged vehicle and fix out my own money and go to another insurance company

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Insulting words used by staff.”

★★★☆☆

written by on 25/06/2016

Yesterday, 22nd June 2016, I entered your Launceston branch to renew a house insurance on behalf of someone else. This was the first occasion I had been in the offices since declining a quote for another insurance policy in favour of a competitor. The lady who dealt with the quote I declined was sitting close to the counter. On seeing me she stood up, looked to another clerk and said, "I dealt with your rubbish." She then walked to the back of the room and the lady she addressed these remarks to walked to the desk and dealt with the renewal. I said to the lady dealing with my renewal, "I am not rubbish." She dealt with me correctly and was polite. Needless to say I shall be instructing another firm in twelve months. A formal letter will be forwarded to the head office shortly.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 1 0

“Expensive, & now with poor customer service”

★★★☆☆

written by on 06/06/2016

I've had animal and house insurance with NFU for several years. They used to be a friendly, professional company to deal with, but my recent experience hasn't been very good. They seem to have become as corporate and faceless as all the rest, and lost their unique place in the market along the way. The prices are no longer competitive, the service isn't very good any more and I'm currently looking at other options.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 2 0

“Approaching 4 years to settle a claim”

★☆☆☆☆

written by 40Adkins on 16/12/2015

I had a claim in 2012. I asked for help as I was not coping well with a divorce situation. The NFU made it difficult and shut the claim down without telling me. I re awoke the claim in 2013. When they realised the scale of it they put a different loss adjuster on the case who wasn't interested in settling the claim but was prepared to say anything true or not to make the claim go away. They never listened to a word I said and rejected the claim paying a small fraction only. I took the matter to the Ombudsman. They presented false information to the Ombudsman which when pointed out meant the Ombudsman found in my favour a year ago. Since then they have tried to not adhere to the Ombudsmans decision even trying to overturn it. It is now going back to the Ombudsman again. Not to be trusted with large claims. Over priced insurance with worse than poor customer respect entirely contrary to their claimed ethos.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Only if you are very low risk”

★☆☆☆☆

written by Jonesqg99 on 25/11/2015

As soon as I declared that I live in a city I was told that it was very likely that my premium would be quite high (this without taking any details first). As it happens, the lady I spoke to was spot on; quoting in excess of double the cost of insuring two cars with our current provider. In essence, unless you live in the sticks and driver a VW polo on Sunday mornings, don't bother..... but apparently Which? think they are brill hence I have also cancelled my membership with them

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Hanging on the telephone,no thank you”

★☆☆☆☆

written by on 09/09/2015

rang NFU for a quote for buildings and contents, I could not understand the lady who finally answered the call. She then put me through to sales , I was on hold for fifteen minutes, no response so I hung up. If its that difficult to get a quote heaven help anyone unfortunate enough to need claims advice

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Poor customer services ”

★☆☆☆☆

written by hunter01 on 06/02/2015

This copy of the email sent to customer services Dear Mr Sach, Many thanks for your letter dated 05 February 2015. Firstly let me state that my partners surname is Langton and not Langley. The reason I made the complaint was because i was miss informed by FFP when I called to set up the DD before my holiday as I stated at no point was I told the DD must be returned before the 27th because I would of requested the form via email or fax to my address. The two main reasons for the complaint was 1) To try and have my insurance reinstated. 2 ) to have an acknowledgment that a mistake had been made on your part. It was explained to me that it was unable to reinstate my insurance and was asked if I would like new quote for insurance. I was not happy that you turned a complaint round into trying to drum up new business and secure another year of insurance of me. I've since found home and contents slightly better then yours for, get this..£260 cheaper! Now, as I explained I was also after an admittance that a mistake had been made. In my eye the word sorry goes a long way in my book. I did everything correctly when my DD was cancelled, the reason this happened was fully explained when I phoned up to set up a new DD as soon as my bank informed me of fraudulent activity on my account and had to be closed, I also explained I was waiting for a new account number and sort code. Again I would like to stress this was fully explained. Now I get this letter from you more or less calling me a lier, you state that your assessment of my complaint is not a reflection of whether I'm telling the truth or not. But that's not what it looks like to me..seems to me your just taken the easy option. You state that if I'm not happy I could take the matter up with the financial ombudsman service. Let's face it, they are useless in cases like that this and in the world of social media a bit old hat. I therefore intend to 'spread the word' about the very poor service I've received via insurance review sites, Twitter and of course facebook, where I will post this entire email on starting of course on your NFU Facebook page. As I live in a close knit rural community I will of course make sure I tell everyone that listens to me about the problems your company has caused me. All the best Mark

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“priced themselves out of the market”

★★☆☆☆

written by eyesblue36 on 29/12/2014

we have been with nfu religiously for over 10 years with a timber framed barn conversion which other insurers seemed to struggle to quote on, whilst we had one claim which was dealt with well the premiums have gone up and up and up till this year i couldnt take it anymore over £1100 for house and contents, aviva have given me a better policy with more cover for £500 thats £600 per year saving !!!!!!!!!!!!!!!!!! and what did nfu say ??? if you need any help in the future please feel free to contact us ????? tip is with a conversion never mind when it was built originally is over 75% of the structure new??? if yes the property will be quoted on.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Nfusurvivor's Response to eyesblue36's Review

Written on: 05/01/2015

I had a similar experience, I found Aviva far cheaper too. I guess the lesson here is all insurers will reassess risks they are going to take on and enter new markets at a lower rate. They will all turn up the heat when you stay with them. Aviva started to do this with me on remarkably similar figures but tried to renew at £800, a quick phone call and back to £700. I have no claims experience of Aviva but can say I have had of the NFU and found their ethics underhanded and they tried to knock 70% off the claim by being "inventive" , In my experience not worth the extra premium, in fact I would never insure with the NFU again.

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Avoid NFU Home Insurance ”

★☆☆☆☆

written by llO'Connor300 on 05/12/2014

Terrible experience from end to end, having experienced the trauma of a burglary we have had delay followed by repeated bullying attempts from NFU suggesting we withdraw our claim. This despite the police evidence and crime number. Customer service is unhelpful, unresponsive and designed to frustrate. Do avoid NFU.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Nfusurvivor's Comment

Written on: 05/01/2015

For those of you who think "bullying attempts" is an over dramatisation, I have been witness to the same process. Whilst I am sure the NFU is not alone I can only comment upon my experience which was appalling, not recommended, despite paying extra for a local broker to handle everything when a claim starts its in the hands of a loss adjuster/complaints dept and no local contact is allowed. Best avoided. The insurance ombudsman website scores insurers with percentages of complaints upheld, It is no surprise to find the NFU are far from well behaved. They need to up their game, The ombudsman has found those bullying attempts were witholding some 60% plus of a valid claim in my instance...

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“landlord insurance”

★☆☆☆☆

written by tobyknighton on 22/11/2014

I would like to inform all landlords who respect their Tennant's not to take out insurance with NFU .a claim was made on house insurance in Feb.this year and work has just started . involved taking out compete kitchen which left us with no cooking facilities, their advert said they would rehouse .they were not prepared to do this ,they said I would have to use the rent I paid my landlord which would not be anywhere near the money I would need ,they said their responsibility was to the landlord not the Tennant. So I've had to live in the property while they carry out repairs which could take 8weeks .every thing is in one room. They are paying me £50 or week towards my rent.this company was from the beginning unable to supply tradesmen to carry out repairs. As I am 68years old and in I'll health I find this company very unsuitable for landlord insurance .I have tried to contact them on three occasions I they said they will only deal with policy holder.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“DONT TRUST WHICH OR THAT NFU ADVERT - WORST INSURER EVER !”

★☆☆☆☆

written by Anthonyn382 on 25/10/2014

I recently had accidental damage to my property £2000 to repair and when I lodged the claim NFU told e I had no accidental cover, I specifically remembered asking for this on the quoate call , which are recorded , yes they tell you that dont they. So my claim was refiused as i had no accidental cover , I always have it so why not now I asked myself. I requested the voice recoridngs to prove I did specifically request this, surprise surprise and very convenient they have not voice recordings, suppose I was niave tihink they would let me hear the recordings that would prove my claim ........GANGSTERS THE LOT OF THEM , PROMISE YOU THE REATH AND DELIVER NOTHING, SAVE YOUR HARD EARNED CASH AND USE ANOTHER COMPANY , NFU SHOULD BE PURSUED BY THE ADVERTSISING AGENCIES AND I HAVE NO ENERGY TO DO IT BUT MAYBE YOU WILL READ THIS A ND NOT BUY THEIR PRODUCTS

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Ian.stone's Comment

Written on: 07/01/2015

Been there done that. I had trip insurance with them and needed repatriation from Madeira. They outsource this bit to a company called Mutuaide in France, who at the time had a BBB- credit rating (trash in the industry). I Did a subject access request for the telephone recordings using the Data Protection Act. They claimed my letter took 10 days to reach them then an additional 12 days to get to their "Data Protection Executive". They claimed that France requires all recordings to be retained for 8 weeks. Guess what by the time my request hit the "Data Protection Executive" 8 weeks was just up. I quote from their letter "We will be reviewing this aspect of the contract with Mutuaide as it was known that you had submitted a complaint and therefore this information would have been relevant, Please accept our apologies for this."
I then raised a complaint with the Information Commissioners Office. After an investigation they concluded " it seems LIKELY that NFUM has complied with the DPA in this case." The operative word is "LIKELY". More of my story elsewhere on this site.


Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Wouldn't use any other company for car and equine cover.”

★★★★★

written by Sidesaddlelady on 12/08/2014

I have had car and equine insurance policies with NFU for many years. I have had one car claim when another driver ran into the back of my car on my way to work. I rang at 10.30 am. The young lady took the details and said she would arrange for the car to be collected and a courtesy car delivered. When I asked when this would be (anticipating a long journey home on the bus), she apologised profusely that there would be a delay as she couldn't get this done until the afternoon (of the same day). At 12.30 that afternoon I was called to the front desk to find the low loader and a courtesy car awaiting me. My car was taken away, repaired and returned to me within 4 days. The car policy is very reasonably priced and I can't fault the handling of my claim. Equine vet claims are dealt with directly between NFU and the vet and all I have to do is pay the excess to the vet. There are exclusions but these are quite reasonable eg my horse is not covered for colic as he had an operation for this before I owned him. I wouldn't expect cover in these circumstances. My horse is now a "veteran" and wouldn't be covered for anything but the very basic on most insurers' policies but NFU have a veterans policy which covers all eventualities. It's expensive but worth it as I am now retired and couldn't afford a huge bill if my horse fell ill. Three cheers for NFU Mutual!!!

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Wouldn't use anyone else”

★★★★★

written by Frasernx154 on 21/07/2014

I've insured with the NFU for years for both home and contents and Equine. I've had claims on both policies and they've ALWAYS been handled with the utmost proficiency and I've never been kept waiting. I wouldn't hesitate to recommend them and I think they're undeserving of such a low eating on here. I wasn't going to bother leaving a review but then it seemed only those with a bad experience bother to let you know. I've only ever had first class service from them. They will not be the cheapest insurers, but in my experience they are the best by far.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Not to be trusted”

★☆☆☆☆

written by ReubenChoate on 14/07/2014

We had insurance for over 30 years with this company, but due to family illness this had lapsed 3 years ago. Although the local branch was aware of the situation they refused to give cover on farm vehicles stating the new policy was they only insure if you already have all other business insurance with them. Rang head office who said this was bull and gave me other number to call but declined on basis that local office had blatantly lied. Would never recommend after this, dread to think how they handle claims

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Sidesaddlelady's Comment

Written on: 26/08/2014

If you let your insurance lapse for 3 years why are you surprised when the conditions have changed. If NFU told you the information you were given was inaccurate and gave you a number to ring why didn't you ring it? Sounds like a common sense by-pass here.

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

“Worst ever”

★☆☆☆☆

written by LianaMcCann472 on 07/07/2014

This company turned a crisis into a nightmare. Do not believe their fancy advertising as they do not do anything that is in them. Customer services say sorry but do not come up with anything concrete. Their only recommendation is "if you are not happy then go to the ombudsman" Avoid at all costs.

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Sidesaddlelady's Comment

Written on: 26/08/2014

This has not been my experience in over 14 years business with this company

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Nfusurvivor's Comment

Written on: 05/01/2015

Keep an open mind ! it revolves around the size of the claims made and if they want to pay you out. Good luck if you are happy with them and I hope you never see the side that the rest of us has seen and in my case the ombudsman has supported.

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Rburns301274's Comment

Written on: 26/03/2018

Hi
Are you still on this forum. I m having tremendous problems with the what would seem corrupt NFUM, and yes it is a very large claim.
Can you message back if so to get more details of the issues you had.Many thanks

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Cmoore2889's Comment

Written on: 27/03/2018

Hi
We have now taken on a solicitor. Will update you in due course.

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Nfusurvivor's Comment

Written on: 05/01/2015

After getting similar treatment they told me the same, go to the ombudsman. The 30% they tried to settle my claim for is not being accepted as now every reason given for reducing the claim was not in the policy or wasn't a fact . They hope you don't get as far as the ombudsman thinking you have been ground to much already. Despicable company Ethics, despite highlighting the descrepancies now found by the ombudsman to the NFU chairman he simply got the Chief Exec to write back confirming nothing was wrong. Their driving motives are highly questionable and I would never do business with them again.

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Cmoore2889's Comment

Written on: 05/01/2015

We have now taken our case to the Ombudsman and are still fighting them 12 months after our event. We had a letter from the Chief Exec saying basically " If you don't like it then go elsewhere" Sums up their attitude. Which magazine take note!

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Sidesaddlelady's Comment

Written on: 26/08/2014

This has not been my experience in over 14 years business with this company

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Rburns301274's Comment

Written on: 26/03/2018

Sidesaddle just because it didn't happen to you doesn't mean it doesn't happen at all!!!Take off you blinkers and look around...that is of course unless you work for the NFU Mutual!

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Was this review helpful? 0 0

Do you have a question about this product or company? Simply type it in the box below and one of our community will give you an answer

Our helpful community of likeminded people will be happy to answer any questions that you have.

Thanks for asking a question.

Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.

We will email you when the question is on the site

overview