NFU Mutual wins Insurance Times Customer Champion of the Year Award

NFU Mutual is delighted to have won the Insurance Times Customer Champion of the Year Silver Award for 2023.

The award aims to recognise a project or team that have gone above and beyond to support insurance customers.

Following feedback from NFU Mutual customers and customer-facing teams in 2022, we identified an opportunity to improve our approach to bereavement support.

A team was set up to challenge if NFU Mutual could go further to support customers at this difficult time.  The project considered a number of areas, including how we process bereavement notifications, how we interact with customers and their relatives and how we help them to manage their policies.

Georgina Thomas, Sales Process Customer Outcomes Manager at NFU Mutual, explains: “We wanted to make a complex matter easier for someone at a difficult time in their lives, when insurance is one of many items of 'admin' they must deal with. We felt it was the right thing to do for our customers and have received compliments about having an easy process delivered with compassion and empathy.”

Ben Mattless, Customer Experience Specialist at NFU Mutual, added: “As a Mutual organisation, we exist for our members. Our employees take a lot of pride in helping people in a vulnerable position. This support is usually provided on an individual basis, so to have the opportunity to deliver a project that would improve our service for so many people, and for years to come, is an immense achievement. We are incredibly proud of both the difference made to our members and the recognition we’ve received from this award.”

The awards evening was hosted by comedian, Alex Horne, at the London Grosvenor House. The awards are designed to recognise the best and brightest in UK General Insurance.


From left to right, Scott McAnespie, Ben Mattless, Georgina Thomas, Sarah Wright collecting the Insurance Times Customer Champion of the Year Silver Award