Not upheld: Motor insurance, claim handling complaint against The National Farmers Union Mutual Insurance Society Limited
Financial Ombudsman decision DRN-6189264 of 2026-06-23T00:00:00+00:00. Motor insurance, claim handling complaint against The National Farmers Union Mutual Insurance Society Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6189264 |
|---|---|
| Decision date | 2026-06-23T00:00:00+00:00 |
| Firm | The National Farmers Union Mutual Insurance Society Limited |
| Product | Home insurance |
| Claim type | Motor insurance, claim handling |
| Outcome | Not upheld |
| Remedy | NFU should pay £450 if it has not already done so. |
Summary
Mr and Mrs E complained about NFU's handling of their home insurance claim for damage caused by an escape of dirty water from an external sewage pump, specifically regarding events between November 2024 and July 2025. NFU appointed contractors to repair the pump but refused to implement all recommendations made by a specialist contractor, arguing that relocating the control cabinet, providing a dedicated RCD-protected electrical supply, and installing additional cable protection were improvements rather than necessary repairs covered by the policy. NFU offered £450 compensation for acknowledged poor service and avoidable delays. The ombudsman upheld NFU's position, finding that the recommended works were not necessary to restore the property to its pre-loss condition and that all completed work complied with relevant regulations and manufacturer specifications, and that the £450 compensation was fair and reasonable for the service failures.
The Ombudsman's reasoning
The ombudsman considered two main issues: whether NFU fulfilled its responsibility to indemnify Mr E through an effective and lasting repair, and whether the service provided was adequate. On the repair issue, the ombudsman found that NFU's decision not to implement all specialist recommendations was reasonable because: (1) the control cabinet meets regulatory standards and moving it would invalidate the warranty; (2) the current electrical installation complies with manufacturer specifications and regulations, with the pump on its own fused circuit; and (3) armoured cables used are specifically designed for underground use and comply with safety regulations. The ombudsman concluded that an insurer should only carry out necessary repairs, not improvements. On service, while acknowledging avoidable delays and poor service, the ombudsman found that NFU's internal comments did not indicate intentional delay but rather a willingness to resolve matters quickly. The ombudsman concluded that £450 fairly compensated for the distress, upset, worry, disruption and inconvenience caused.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| The National Farmers Union Mutual Insurance Society Limited, all decisions | 764 | 25% |
| Motor insurance, claim handling, all decisions | 12,937 | 32% |
| Home insurance, all decisions | 20,959 | 38% |
Source
Read the original decision on the Financial Ombudsman Service website