NFU Mutual Marlow - Marlow

Tim M.

I recently had cause to have dealings with NFU Mutual in Marlow and was so pleased with the service I received... The staff member, Paige, who dealt with our enquiry with fantastic, so attentive, she moved everything forward with super-quick efficiency, in fact the whole experience was nothing shy of a genuine pleasure... I can say with real conviction that NFU Mutual Marlow should be at the top of your list for all your domestic insurance requirements.

Malcolm H.

Despite being a loyal customer for 15 odd years, we have had our policy refused renewal 3 days before renewal date. Fair enough if you don’t have the appetite for our industry (delivering rapeseed oil produced from British farmers and collecting used vegetable oil). This is for 5 trucks and 7 vans. NFU offered a 2-3 week extension whilst they provide our 5 years claims experience, which they have not done. I am now unable to get fleet insurance as they have not produced the required documents in a timely manner and my insurance will end midday next working day. I’ve had no option but to call all the trucks in and lay drivers off.

Andy W.

Very painful to deal with NFU Marlow - I have been chasing Ben for 4 days regarding a new car quotation & had zero response. I have been promised a call back but nothing so far.
I'm not a new customer, I have numerous policies with NFU but it’s like this office doesn’t want new business? The main NFU call centre has said they would advise physically going to the office in Marlow if I want to speak with them - laughable situation, I asked if they were joking?!

M J.

Wasted hours speaking to NFU to obtain a home insurance quote. Promised numerous calls back by certain times which then never happened. They canvass our address regularly offering their services but based on this experience, I would avoid. Their incompetence during this process suggests they would be hopeless in the unfortunate event you had to claim.

Graham P.

Since our policies have been moved from Reading offices to Marlow it's been a complete DISASTER with a Capitol D. We can never get through to Marlow office on the phone. When we eventually do it's a call centre. They say we will pass the message on and someone will phone you back. 2wks later we get a call. We have always had excellent service in the past but sadly since moving to Marlow office we can no longer say that. We are long term customers with NFU. Looking to move to the Hook offices that are just down the road from us and hopefully get to speak to someone face to face or at least who pick a telephone up and get back to you promptly.

shahed A.

Was looking to change my insurance provider and NFU were brilliant. They understood my need, did a home visit and provided a bespoke solution. The quality of service and product is way a head of any competitor. Richard who I dealt with was fantastic, taking time to understand my needs, making sure that the insurance cover was adequate and I understood everything.

Simon

Update to my October 2023 review:

The escape of water occurred on 16th Dec 2022 and now in February 2024 ( 411 days later) we are stripped back to bare walls to start again after huge mistakes have been made on the reinstatement. No trades have been on site since October 2023. I asked for an update to the expected completion of works and, after 4 weeks, no response. We have lost our main cleaning contractor for 2024 and also cannot re mortgage to a cheaper rate because the property is in such a state. 2024 holiday rentals are now lost in totality wi5 the season beginning this month.

It is literally cutting the throat of my business and both NFU Marlow (promised to intervene in Sept 2023) and big NFU (offered compensation of £150 for "avoidable delays") are next to not interested. The business interruption insurance remains a fight at every turn and has still only paid £5000 over 14 months on a policy with for £1m coverage. The business was turning over £200k. My loss of income policy has now expired in Dec 2023 and the reinstatement of my property is 10% completed. The toll on my family is shocking and this company needs to continue to be outed for the reality of their claims handling.

Once again, they say you don't know how good/bad your insurance is until you make a claim. So far NFU have been appalling and their appointed loss adjusters, Sedgwick are bordering on criminal for the lack of interest in handling the works. Do not buy business insurance from this firm as they literally DO NOT CARE about customers.

G P.

That there exists an insurance company that genuinely cares about its customers, knows them, and understands their needs is a relief in these days of computer says yes/no. George Currant at NFU Marlow is outstanding. His professionalism and courteous help is a shining light in a world where the mediocre is so often the norm. Great insurance company with lovely people running it for its members.