Lynne Dickaty was fantastic. My car renewal quote was given with outdated information held on account (my fault) she quickly updated the system which cut my final payment in half next month. The renew... See more
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Review summary
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Reviews shaping this summary
Jennie Lewis from Forces Mutual was exceptional. She went above and beyond to help me find the right policy, explaining everything clearly and making sure it suited my needs. She even took calls outsi... See more
Company replied
Dianne (Cyprus office) is fantastically helpful. She’s helped us with so much this year: cover notes for two cars, insurance renewal, quotes and any driver cover. At all times her responses have been... See more
Company replied
I have been very impressed with the process of taking out this policy. On ringing the customer care line, to make initial enquiries, a young man named Luke, was extremely helpful. The following proc... See more
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Company details
Written by the company
Committed to offering a competitive range of insurance, money and health products to meet the needs of the Army, RAF, Royal Navy and Royal Marines, we exist only to improves the lives of the military and their families.
Contact info
3rd floor, Exchange Station, Tithebarn Street, L2 2QP, Liverpool, United Kingdom
- 0151 363 5290
- forcesmutual.org
4.9
Excellent
335 reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
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“Expect a used item as a replacement.”
“Expect a used item as a replacement.”
I’ve held a Forces Mutual policy for years, but when my phone was stolen, the reality of the cover became clear. My claim was fully outsourced to third parties, and I was offered a refurbished/used phone as a replacement — justified only by fine print.
Forces Mutual take no real ownership of the claim and leave you dealing with third-party suppliers they choose. Loyalty counts for nothing once you actually need to claim. This is not the level of service I expected after years of paying premiums, especially from a provider that markets itself to the armed forces community.
For clarity: a “resolution being accepted” does not mean I was satisfied — it means I was worn down by delays and a lack of alternatives.
The core issue remains unchanged and unanswered: when I needed to claim, Forces Mutual outsourced the entire process, took no ownership, and offered a refurbished device as a replacement, relying on fine print rather than fair expectation.
Pointing customers back to renewal documents after the fact does not address the service failure or the mismatch between how this policy is marketed and how claims are handled in reality.
I’m sharing this so others can make an informed decision, not to reopen the case.
29 December 2025
Unprompted review
Reply from Forces Mutual
Hello Arjun,
We are sorry to hear you are unhappy with the service provided.
Please could you get in touch with the details of your claim so we can look into this further for you. Please mark it for the attention of Heidi Saunders.
https://www.forcesmutual.org/contact
Thank you for providing the additional information and for your patience while we reviewed this matter. Our records show that a resolution has been accepted, and we’re pleased it reached an outcome you were satisfied with.
Each year, the full benefits and exclusions of your policy are included in the renewal pack sent to you when you’re invited to renew. If you’d like one of our team members to talk through any part of this in more detail, please get in touch.
Heidi
Regional Manager
Top notch Service
Its one of the best insurance companies in the world. Service are very great.
18 January 2026
Reply from Forces Mutual
Many thanks for your positive feedback. We appreciate you taking the time to leave us a review.
Clare - Regional Manager
Reply from Forces Mutual
Many thanks for your positive feedback. We appreciate you taking the time to leave us a review.
Heidi
Regional Manager
Reply from Forces Mutual
Hi Connor,
Thank you for leaving us a positive review. It's great to hear you found the website easy to use and that you would recommend us.
Heidi
Regional Manager
Five Star Service
Overall from first contact to receiving policy documents I had a fantastic experience. Notably the account handler that took my initial call who gave me five star advice couldn't have done a better job - Thank you Danielle.F
19 January 2026
Unprompted review
Reply from Forces Mutual
Hi James,
Many thanks for taking the time to leave Danielle a positive review. We are delighted to hear you are happy with the service she provided and will make sure it gets fedback.
Heidi
Regional Manager
Great customer service
Sophie was really friendly and talked me through the whole process, making it so easier to make sure I get the right cover I need for the price I can afford
19 January 2026
Unprompted review
Reply from Forces Mutual
Hi Callum,
Thank you for leaving a positive review for Sophie. We very much appreciate your feedback and will ensure we share this with Sophie and the rest of the team.
Heidi
Regional Manager
Very helpful.
8 January 2026
Reply from Forces Mutual
Thank you for taking the time to leave a positive review, we will ensure it is shared with the wider team.
Clare - Regional Manager
Sam was very helpful throughout the…
Sam was very helpful throughout the entire process providing excellent advice and showing a vast knowledge of her trade.
16 January 2026
Unprompted review
Reply from Forces Mutual
Thank you for taking the time to leave a review for Sam, we are delighted to hear that her knowledge and advice were helpful.
We will ensure that this is shared with Sam and the wider team,
Clare - Regional Manager
Jennifer was very thorough and had a…
Jennifer was very thorough and had a good understanding of our situation and the best outcomes for us.
14 December 2025
Unprompted review
Reply from Forces Mutual
Hi Shaun,
Thank you for sharing your positive experience and review for Jennie, its great to hear that her advice was thorough and you have the right cove in place.
We will share this with Jennie and the wider team,
Clare - Regional Manager
Reply from Forces Mutual
Hi Eldridge,
Thank you for sharing a positive review, it great to hear that Paula was helpful.
We will share this with Paula and the wider team,
Clare - Regional Manager
Reply from Forces Mutual
Hi Troy
Thank you for sharing a positive review, it great to hear that your options were well explained to you so you could make the right choice.
We will share this with the wider team,
Clare - Regional Manager
Excellent service from Sophie
Excellent service from Sophie, was very informative and helpful.
5 November 2025
Unprompted review
Reply from Forces Mutual
Hi John,
Thank you for taking the time to leave a review for Sophie. We are happy to hear that she was informative and helpful.
We will ensure your feedback is shared with Sophie and the wider team,
Clare - Regional Manager
Paula Blacth - Cover advice
Speaking and receiving all the information and advice required from Paula helped me in making my decisions. Without her, I wouldn’t have the cover I have today. TY
8 January 2026
Unprompted review
Reply from Forces Mutual
Hi Paul,
Thank you for leaving positive feedback for Paula, its great to hear she was helpful for you to make the right decisions.
We will feed this back to Paula and appreciate you taking the time to leave a review.
Heidi
Regional Manager
Good overall experience
Ashleigh was clear and concise with everything, explained it all perfectly and I had 0 issues or unexplained questions
7 October 2025
Unprompted review
Reply from Forces Mutual
Hi Thane,
Thank you for taking the time to leave positive feedback for Ashleigh.
We are delighted to hear she explained everything perfectly.
We will ensure your feedback is shared with Ashleigh and the wider team.
Heidi
Regional Manager
Good price for our renewal
Good price for our renewal. Friendly and knowledgeable guy I spoke to on the phone when I rang with some queries
18 December 2025
Reply from Forces Mutual
Hi Liz,
Many thanks for your positive feedback. Its great to hear you found our customer service rep friendly and knowledgeable. We appreciate you taking the time to leave us a review.
Heidi
Regional Manager
Impressive
I have been very impressed with the process of taking out this policy. On ringing the customer care line, to make initial enquiries, a young man named Luke, was extremely helpful. The following process online, was straightforward and simple. If the actual cover provided is as satisfactory, I shall be delighted. Thus far, thank you Forces Mutual.
15 December 2025
Reply from Forces Mutual
Hi Betty,
Thank you for leaving a positive review. We are delighted to hear the process online was straightforward and simple.
Heidi
Regional Manager
Mallory was great
Mallory was great, explained everything thoroughly, Very beneficial overall.
15 December 2025
Unprompted review
Reply from Forces Mutual
Hi Toby,
Many thanks for leaving a positive review for Mallory. We really appreciate the time you have taken to leave feedback.
Heidi
Regional Manager
Whilst I reluctantly year upon year…
Whilst I reluctantly year upon year must depart with hard earned cash for the racketeering purposes of insurance companies, I can without shadow of doubt know that the service and value for money I am been served by Dianne Robertson is second to none. Her professionalism and dedication ensures that you will receive a quality and very competitive package where and when you don’t have the privilege of access to Go Compare et al. She is the one who gives you the appropriate gentle and timely reminders and provides a commitment to all her customers.
3 September 2025
Unprompted review
Reply from Forces Mutual
Hi Les,
Thank you for sharing your feedback and leaving a positive review for Dianne. Its great to her you were happy with the service she gave you. We will ensure this gets fed back to Dianne and the wider team.
Heidi
Regional Manager
Reply from Forces Mutual
Many thanks for leaving us positive feedback. Its great to hear you found the process quick and easy and we appreciate the time you have taken to leave us a review.
Heidi
Regional Manager
Dianne
Dianne, has supported us on island with all our insurances for our cars. Her support and friendly approach is why we got the insurance with her team. Amazing and thank you.
3 December 2025
Unprompted review
Reply from Forces Mutual
Hi Mrs Trainer,
Thank you for leaving positive feedback for Dianne. Its fantastic to hear you found her supportive and friendly. We appreciate you taking the time to leave her a review and will ensure this gets fedback.
Heidi
Regional Manager
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