Accessibility

Our aim

We’re committed to supporting our customers. Whatever your circumstances or needs, we’re here to help.  
We understand life can bring unexpected challenges. Whether it’s health, family, financial worries, or other times when you need extra care, we encourage you to talk to us and help us understand your individual needs. We’re committed to making sure our products and services are accessible to anyone who requires extra support, so that everyone can do business with us without difficulty.

Let us know what we can do to help

NFU Mutual prides itself on delivering outstanding customer service. If there’s anything we can do to help meet your needs, we’ll do our best to provide it. We don’t need to know about medical conditions or the reasons for your request, but we may ask some questions so that we can tailor our approach. You can also tell us if your need is permanent or temporary.

There are occasions where we need to know about medical conditions to be able to provide you with insurance, but this only applies to:

• Motor insurance (DVLA notifiable medical conditions)
• travel insurance
• cover for personal accidents
• life cover or protection plans

You’ll be asked specific questions when you take out these types of policies and your documents will remind you to let us know about any changes.

Otherwise, what you tell us will help us to adapt to your needs, but it won’t impact your premium.

Here are some of the things that we can do:

• Take time on calls or in face-to-face meetings so that you don’t feel rushed
• Have conversations with you in clear, simple language that avoids jargon
• Send letters and documents in other formats  
• Set up an Authorised Person or Power of Attorney to help manage your policy and any claims
• Adjust how we communicate with you, such as following up documents with a phone call or following up phone calls in writing.

If you’d like us to be aware of your circumstances but don’t need anything done differently, that’s ok too. We know there are times when a little extra compassion and empathy can make a big difference during unexpected challenges.  

When you contact us, we’ll make a record of the support you need so that anyone you speak to in future will know how best to help, without you needing to repeat sensitive information. We’ll also review this from time to time as we know your needs may change.

How to tell us

We believe that our face-to-face service differentiates us from many other insurers.

If you bought your policy from one of our local agency offices, you can discuss your individual needs and access requirements either face-to-face or over the phone. Find contact details of your local agency.

If your policy was taken out online or is held with Mutual Direct, you can get in contact via telephone on 0800 072 5569.