NFU non-horsey call handler

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Nevergrewup

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Just got off the phone with NFU to renew basic insurance for my retired-due-to-bad-arthritis-PTS-at-some-point cob.

The woman I spoke to wasn't exactly horsey (and I think NFU used to make a big thing of how all their call handlers were riders)...

...she basically told me to hurry up and buy a new horse before mine dies because I'd lose my loyalty discount bonus if there was a gap between him dying and the new one being insured.

She also didn't know what a side saddle was.
 
That sounds awful. IMO their loyalty bonuses are not worth it anyway as the premiums for an ongoing customer keep increasing so the bonus is worthless. You may get a better quote as a new customer anyway and what a thing for someone to say. I would complain if I were you.
 
TBH Merlin11, I'm quite thick skinned so not too upset but agree it isn't really appropriate.

I think I'll be going elsewhere to insure the new horse but am hanging on with NFU for my current lad because he's 17 and few insurers will touch him without a new 5 stage vetting - even though I don't want to insure him for vets fees!
 
I am surprised at that. Maybe I have just been lucky, over 25 years with them always spoken to a knowledgable person.

It is common knowledge the NFU want out of equine insurance. I have taken my old boy away and now with KBIS.

I would be tempted to complain OP, but not sure where it would get you tbh.
 
I've always found it best to call your local NFU branch - not the central number. My local branch are always very helpful, not all horsey - but still the service is much better than a contact centre. Like any contact centre they will outsource at times and that makes call quality even more variable!
 
It's annoying isn't it!

I had my two horses insured with NFU for 14 years and it's only now that I work for a broker who offers equestrian insurance that I realised how much NFU were overcharging me!

'Loyality' is their way of saying 'we know you won't bother to look anywhere else so we can charge you whatever we like'!!!

Now I know a bit of insider information, I'm really shocked!!
 
Thanks for the feedback guys, I've just emailed NFU with a polite suggestion that the call handler concerned needs to learn about horses and horsey people :)
 
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