Which? Awards name NFU Mutual as Insurance Brand of the Year

9 October 2020


ICMIF member NFU Mutual (UK) has been named as the 2020 Which? Award winner for Insurance Brand of the Year this week.

NFU Mutual has also been named a Which? Recommended Provider for home and car insurance for ten consecutive years and says that it owes its success to its people.

Chief Executive of NFU Mutual, Lindsay Sinclair, said: “Our commitment to customer service underpins everything that we do at NFU Mutual and we are extremely proud to have been recognised by Which? and our customers as Insurance Brand of the Year. This status recognises the everyday dedication of our employees and agency network, who make sure we are there for our customers when they need us most.”

The Which? Awards celebrate and reward the very best businesses in the UK. Each year consumer champion Which? selects and publicly recognises those companies and individuals that have achieved positive change, deliver excellent products and services and consistently get it right for their customers.

A spokesperson from Which?, said: “Whether it comes to offering premium levels of cover, efficient claims handling, or supportive and friendly service, NFU Mutual has all corners covered. As long as we’ve been rating this insurer, customers have complimented its ‘patient and knowledgeable staff’ and minimal quibble approach. In recent months, however, they’ve also noted improvements made to its cover to help customers deal with the Covid-19 lockdown, and of being kept well informed.”

Comments made by NFU Mutual customers in 2020:

Robert Neill from Milford Haven, who had an escape of water issue at their business, said: “From the first phone call to the last, NFU Mutual were very helpful and made a stressful time so much less stressful. I can’t thank them enough.”

Tim Crisford from Winfrith Newburgh, Dorchester, who made a claim for accidental damage on his home insurance, said: “Very helpful and friendly staff, very efficient claim settlement. It was the first time I have had to make a claim and I was delighted with the whole process. Well done and many thanks to you all.”

Teresa Summerhayes of FG Summerhayes and Sons, Honiton, who had a fire at their business, said: “Honiton NFU Mutual and assessors have all been polite and professional at all times in dealing with our claim. We like the fact that we can deal with real people at a local level, most of whom we know.”

Assured Landscapes Ltd, Horley, who claimed for accidental damage, said: “During very surreal times due to Covid-19 and home working, our claim was handled exceptionally well. Please convey our thanks to all involved.”

For more than 100 years, NFU Mutual says it has provided quality insurance to customers, their families, and their businesses, as well as supporting the communities they live and work in.  Headquartered in Stratford-upon-Avon, the insurer aims to provide attentive, local, personal service to more than 850,000 customers through 300 agency offices situated in rural communities across the UK, and UK-based call centres.

As a mutual, NFU Mutual says, it has no shareholders to pay, which sets it apart from many other insurers. NFU Mutual continues to reward its customers for their loyalty through its Mutual Bonus. When awarded, a discount is applied when customers renew a general insurance policy. This, says NFU Mutual, is one of the reasons why 9 out of ten of customers choose to renew year after year.*

In April 2020, NFU Mutual committed to a GBP 32 million Coronavirus Support Package to support its customers and communities affected by Coronavirus. The support package included improvements to covers, support for those struggling financially and charitable donations.

The Which? Awards are an independent endorsement, judged by rigorous research and testing experts. There are award categories across a wide range of sectors, from retailers to cars, banks and home appliances.

*Based on policy renewals for 3 years ending September 2020.

NFU Mutual team members pictured are: Row 1 Steve Tucker, Justine Hammond, Maggie Renshaw; Row 2 Hayley Roberts, Lisa Ward, Lindsay Sinclair; Row 3 Jodie Whitley, Lisa Hewlett, Rachel Buchanan

For member-only strategic content on the cooperative/mutual insurance sector, ICMIF members have exclusive access to a range of online resources through the ICMIF Knowledge Hub.

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