Looking after our members

As part of our ambition to Protect Rural Lives and Livelihoods, we strive to make a positive impact on the welfare of those living and working in rural communities across the UK, and be there for our members in times of need.

Supporting members has always been at the very heart of our approach at NFU Mutual. We understand that life can be challenging at the best of times, so we aim to support our customers in any way we can when arranging and managing their products and services.  

This page shares details of just some of the ways we support our members and work towards our ambition to Protect Rural Lives and Livelihoods. 

Rural road safety

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Through its awareness campaigns, NFU Mutual is aiming to make rural roads a safer place for anyone who lives in, works in, or visits the countryside - from motorists, motorcyclists and agricultural vehicle drivers, to horse riders, pedestrians and cyclists. Sadly, NFU Mutual’s analysis of the latest government statistics show that over 1,000 people lost their lives on rural roads last year, 72% more than those who died on urban roads. To help advise rural road users, we recently announced our intention to create a ‘Code for Countryside Roads’. Through consultation activity in 2024, we will canvas views and work with partners to release a guidance document on the safe use of rural roads.

Find out more about our rural road safety activity

Rural crime


NFU Mutual has a dedicated in-house team that works closely with specialist national police units, police forces, the security industry and agricultural machinery manufacturers to share information to assist in crime prevention, recover stolen property and provide security advice.

Since 2010, we have been investing in a police unit at the National Vehicle Crime Intelligence Service (NaVCIS) and enhance their effectiveness by sharing claims intelligence from a dedicated team at NFU Mutual. In January 2023, the service became a focused National Construction and Agri Theft Team under the new National Rural Crime Unit.

Find out more about the work we do to tackle rural crime

Emergency claims response

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Through our network of agency offices, along with our supply chain, we ensure that we  mobilise our emergency claims response programme as quickly as possible to ensure we provide the best support to customers that have been impacted by extreme weather events. Previously, this has included providing same-day payments for emergency purchases, alternative accommodation arrangements and starting repairs.  

We understand how devastating it can be when our communities are impacted by weather events and will continue to act quickly to support our customers. 

Flood resilient repairs

We advise our members on how to rebuild in a way that helps protect them against future flooding, as well as contributing to the cost of flood-resilient repairs under our Personal policies.  We’ve now invested over £1m in flood resilient repairs since starting the initiative in 2018.

We also continue to support Flood Re's 'Build Back Better' initiative, and remain committed to working with the Government, other insurers, and industry experts to raise awareness of flood resilience, helping those at risk of future flooding to take steps to limit the impact.

Find out more about the Build Back Better initiative

Supporting Farming Unions

We continue to provide funding for the UK’s main farming unions as they work with the Government to keep agriculture running, supporting rural businesses and families around the UK. In 2023, NFU Mutual donated £8.4m to farming unions to carry out their vital role.

Going above and beyond with our rehabilitation support


Our bespoke, nationwide rehabilitation programme is designed to give injured third parties the support they need following an accident. From adapting farmyards to offer the opportunity to return to work, to helping patients get back to hobbies they enjoy, we go above and beyond to support injured third parties to recover as quickly as possible and maximise their quality of life following a serious injury.

Both public and private healthcare systems are still seeing the effects of the pandemic. We have been proud to work alongside our expert suppliers to ensure our clinical models have adapted so we can continue to provide injured claimants with the best possible service.

To find out how our rehabilitation support has made a real difference to someone suffering a life-changing injury:

Watch video case study

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Find out more

Looking after our members is just one of the ways we deliver against our amibition of Protecting Rural Lives and Livelihoods. To learn more about our strategy and actions, explore our latest Responsible Business Report.