NFU Mutual Wins Customer Experience Award

The latest award win for NFU;

NFU Mutual has been named as the best insurer for customer experience for a second successive year. The award comes after research from Insurance DataLab, which judges performance over the last 12 months, with NFU Mutual topping the pile with a CX rating of 77%. The leading rural insurer claimed an Insurance DataLab Customer Experience Gold Award and outperformed the market by an average of nine percentage points – with overall customer experience over the last 12 months in the industry down at 68%.

NFU Mutual was one of six to win a Gold Award, finishing above more than 20 other providers in the industry.

Rachel Kelsall, Customer Services Director at NFU Mutual, said: “As a Mutual, our customers are at the heart of our organisation and we value their loyalty – so we are delighted to have secured top spot in Insurance DataLab’s customer experience awards, for a second successive year.

“NFU Mutual works together to understand our customers’ needs, always providing exceptional service and are there when our customers need us most – and this recognition is testament to the hard work that goes in from employees and agents across the UK.”

Insurance DataLab rated 24 providers across claims, complaints, customer satisfaction and transparency. Data was used from Consumer Intelligence, Fairer Finance, Insurance Times and Trustpilot, along with FOS and FCA complaints data.

Matt Scott, Insurance DataLab co-founder, said: “NFU Mutual has once again shown its best-in-class customer experience, and we are delighted to be presenting it with this CX Gold Award. Here at Insurance DataLab we like to shine a light on examples of best practice, and NFU Mutual has demonstrated that as it came top of our overall rankings for the second year running.

“NFU Mutual performed particularly strongly under our customer satisfaction metric with a score of 80% – the highest in the market by some margin, and testament to how it has put the customer at the heart of what it does. At a time when the regulatory spotlight is focused squarely on customer outcomes, it is great to see an insurer delivering for its customers.”