Male driver wearing gingham shirt in wing mirror of car

Involved in an accident with an NFU Mutual customer?

We understand that if you’ve been involved in an accident, it can be distressing, confusing and inconvenient.

If our customer was responsible for the accident, we can take control and manage your claim, giving you peace of mind that we’ll look after you as we would one of our own customers.

We can offer assistance with vehicle repairs, sourcing a replacement vehicle and, if you’ve been injured, advice, rehabilitation and, in most cases, compensation.

You will always receive your exact entitlement when you claim through us.

You can contact us on 0800 282 652. We are open Monday-Friday 8am-8pm and Saturday 9am-2pm.

The benefits of claiming through us:

  • We have an award-winning claims service and a dedicated team to support you.
  • Making your claim through us will not affect your No Claims Discount.
  • You won't need to pay any costs for the services we provide, and there’s no excess to be paid, regardless of whether your own policy has one.
  • You’ll have access to our network of Approved Repairers. Alternatively, you can use a garage of your choice to carry out the repairs and our Engineering Team will authorise repairs.
  • If your vehicle is damaged beyond economic repair, we’ll ensure that you receive a full and prompt payment for the value of your vehicle.
  • We’ll provide you with a complimentary courtesy car or hire vehicle to ensure that you can stay mobile while your vehicle is off the road.
  • If a passenger in your vehicle is injured we can help them too.

     

    Frequently Asked Questions

    We have a national network of Approved Repairers offering a wide range of benefits:

    • Quick and efficient service
    • Free collection and delivery of your vehicle
    • Genuine parts used on all repairs
    • Lifetime guarantee on repairs for as long as you own the vehicle
    • No need for estimates
    • Robust quality control programme
    • Free wash and vacuum

    If you use our network of Approved Repairers, they will be able to provide you with a free courtesy car for the duration of the repairs. If this does not meet your mobility needs, we can provide you with a replacement vehicle through one of our hire vehicle providers. We’ll cover the insurance and you don’t need to make any changes to your own policy.

    A courtesy vehicle will always be provided for as long as it is reasonably required while the repairs to your vehicle are undertaken.

    In some cases it may be more appropriate for us to consider a cash payment instead of providing a replacement vehicle. This decision will be based on your particular circumstances.

    When the cost of the repairs is greater than the current market value of the vehicle, the vehicle is therefore beyond economic repair – this is also known as a total loss.

    If your vehicle is considered beyond economic repair, we will calculate the vehicle’s value and agree a settlement with you. If you would like to retain your damaged vehicle, and it is safe to do so, we will deduct the salvage value from any payment made. Alternatively, we can assist in the disposal of your vehicle for you.

    You have the option to use your own garage if you wish. However, if you're unhappy with the service or the quality of repairs we won't be able to assist and, as we have no control over repairers who are not in our Approved Network, you would have to make your complaint to them directly. We are only liable for paying the cost of the repairs.

    An estimate will also need to be submitted and approved before any work can go ahead, which could cause a delay in getting the car booked in and repairs underway.

    By claiming through us you will receive the benefits outlined above. Additionally, the Association of British Insurers (ABI) mandates that, as an innocent third party motorist, you are dealt with fairly, reasonably, and experience the same level of service that would be afforded to the at-fault insurer’s own customers. Here is an extract from the ABI’s Third Party Claimant Guide:

    “Dealing directly with [Third Party Insurer] has a number of benefits. The claim is managed with as little inconvenience to you as possible, and at no cost to you. Independent research commissioned by The Association of British Insurers has shown that people who deal directly with the other side's insurer receive fair compensation faster when compared with those with legal representation. Moreover, reducing unnecessary legal costs will help keep everyone's insurance premiums down. For example, as much as 10% of motor premiums are spent on legal costs alone.”

    You may be approached by a Claims Management Company (which may be a solicitor) or a Credit Hire Company.

    You may find that you will have to pay fees to a Claims Management Company or that you are left to foot the bill for Credit Hire from your own pocket.

    It is common for ‘No win no fee’ solicitors to make charges to you and /or deduct an amount from your damages when representing you for an injury claim.

    You will pay no such fees and incur no such costs by claiming through us.