nutshell Insure Reviews 

Pure simplicity

No way to contact, links don’t work, declined my payment even though money was there but can’t make the payment

Wow shambles unfotunately lost my job and subsquently missed a payment, they then added £20 late payment fee,tried contacting them to sort out future payments for when i get paid but wont let me access live chat, also cannot change payment date, sorry but once paid off will never use again awful service please donot use them for your car insurance.

I have gone to retrieve my renewal quote for my insurance cover for the next year and compare to others where I’ve been informed they will not be covering me(which is not the issue). But I have not been given a reason why or any specifics and can only inform me I don’t fit their “criteria”. You can only contact through a live chat and there is no phone number making contacting the insurance compliant extremely difficult and long winded. This insurance company is more hassle than it’s worth.

My quote went up by £10 although it was still valid. Contacted via chat line and was told that they couldn’t help with quote pricing??
Have read Rachel’s reply still confused, if a quote is emailed with a date during which it applies but it goes up when you buy with in the date. What’s the point of emailing a quote with a valid to date when the price can change ?

Easy to get the insurance, a nightmare to cancel and raise claims. Avoid this even if it looks cheaper; you might save a few pounds, but you will regret being with them as soon as you need to cancel the policy. The auto-renew switch was off; they still renewed the policy and stated I left it on.

Everything I needed at a fantastic price.

Shambolic. For a straightforward policy amendment, removing a named driver, I was told the simplest way is to cancel the policy and then take out a new policy via confused.com!! Reluctantly I agreed after 30 mins on webchat checking this was the only way. Then when trying to set up a new policy via confused.com, the link fails as Nutshell think I still have a policy with them. ABSOLUTELY NUTS (apologies for the pun). Not confident if I will ever receive a refund for the cancelled policy too!! Tried to raise a complaint but the overseas call centre web chat continued copy pasting the same message saying they appreciated my feedback, but not saying they were going to register my complaint. Can someone please contact me to resolve this!!

UPDATE 4th Oct - The Customer Complaints team made contact with me the day after I wrote this post and they have been great, a full refund has now been received. They also took the time to explain how the Nutshell business model works and as they are Brokers, amending a policy is sometimes out of their control. Would now consider Nutshell in the future with this knowledge.

Would give 0 if I could. Customer service is non existent. You cannot pay online or change any details and they will not let you pay over the phone. Everything is by online chat but not payment. Late fee added as payment not taken but details were changed online. Then reverted back. I have screen shots to prove changes. Still cannot make a payment so have to wait and see if it goes through again. No one to speak with and no email either to get explanation from. Wondering how they deal with a claim?
Update.
Payment taken by card payment without authorisation. Was told due to come out in 2 days time. Showing as pending so am worried it will be taken again. Very rude chat advisors. Would not recommend, avoid this company.

No issues were told it was online only and easy to use website for a non tech like me. Not had to use chat bot or try to change anything so far so good

Beware of this outfit! I initially paid what was owed but was later charged an extra £290.44 because I hadn’t provided proof of no claims. Nutshell hadn’t made me aware this was a requirement. I have now sent them my no claims but I haven’t received a confirmation email or any indication when I’ll be receiving a refund.

What on earth is happening Nutshell?

I’ll be cancelling my insurance if this isn’t resolved this week!

Competitive prices relatively easy to obtain quote but last page when trying to purchase wasn’t too clear - it wasn’t until I checked my emails and Bank account that I had in fact purchased insurance I wanted

Everything from getting the quote,to reading through the summary was very straightforward.Thankyou

The whole process was easy to understand and payment was easy to complete.

Absolutely awful company!! Do not use! Have car key cover, yet trying to claim for lost key is a nightmare! Passed from pillar to post. Tells me I have to make a claim online, when you try to it tells you to call the company. Who then pass u to the key care company who haven’t got u on their system!! Still not resolved. Next step small claims court & financial ombudsmen.

I dodged a bullet today as I was genuinely considering switching to Nutshell from my current provider based on the incredibly competitive price they offered via MoneySupermarket. However, after reading multiple reviews that complained about their substandard customer service, I thought I'd try it for myself. And oh boy, were they unhelpful.
You see, I had an actual issue: when I retrieved the quote from the Nutshell website, the link to the insurance product document was broken, so it wouldn't load. I asked for help in the chat, and received less than none. Apparently, they can't help with "external quotes", despite the quote being on their website. Then they couldn't help with links, not unless I buy the policy first, despite being unable to make an informed choice because I couldn't read the policy document. I asked if the agent could provide a link to the quotation site, so I could get a quote directly and possibly overcome this issue. The agent claimed they don't have links! I mean, what do you say to that? They're an online-only insurer who's own representatives don't have even the most basic grasp of the internet. What could go wrong, eh? I suggested that this should be reported to their web team (assuming they have one as, you know, an online-only insurer) and got cut off. So without any help, I got another quote directly through their website and... it was £100 higher than my current insurer.
So thank you, Nutshell, for demonstrating why you have so many 1 star reviews before I even bought the policy and saving me the hassle of having to deal with this joke of a company. I owe you one.

I cannot believe how bad this company is. I took out a policy over a year ago, against my better judgement I renewed in September. I had forgotten that my card details had changed, the renewal didn't go through, this was my fault. I went onto the site and keyed in my new details immediately. It said it was updated, I thought nothing more of it. I have now had an email threatening to cancel my policy because of incorrect payment details. On going onto the site it has my new details but wont remove the old nor make the new the default. It keeps saying accepted new details but wont update. I have tried to use the chat and it wont work, so my policy looks like it will be cancelled, they want £60 fee for their useless system as a cancellation fee, I am not cancelling! In this modern world where they do not want any human contact, they should at least have a website fit for purpose and not created by incompetent children. The absolute worst company to deal with as you have no one to deal with!

Poor customer service and serious issue with claim information

When I took out the policy, I did declare my previous claim from February 2026. I later received an email from Nutshell about a CUE record which, confusingly, said that the same claim had been “Not declared during purchase”.

I contacted Nutshell twice to explain that I had declared the claim and asked them to check the information I provided when purchasing the policy. I received no response to either email.

Instead, I received further correspondence saying that my insurance premium could increase to around £873 because the claim had supposedly not been declared.

This was particularly frustrating because I had already explained to them that I had declared it and was asking them to investigate the apparent discrepancy.

I eventually cancelled the policy.

The biggest problem for me was not simply the CUE discrepancy, but the lack of customer service and the failure to respond to two emails while continuing to send messages about a substantial increase in the premium.

I would expect an insurer to properly investigate a customer's explanation before treating something as an undeclared claim, and at the very least to respond to correspondence about it.

Very disappointing experience.

I found the overall experience very easy to do, the insurance they offered was 90% of what I was looking for, everything is covered except RAC ( you even pay for cover if you take RAC INSURANCE ) if I was you I would definitely look on the compare sites for them as they tend to be a bit cheaper than direct ( I don’t know why but that’s how it is. )
I’ll give them a 5A+++++ score
Good price
Good insurance
Easy site to navigate