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 My car renewal quote was given with outdated information held on account (my fault) she quickly updated the system which cut my final payment in half next month.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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
I cannot fault the Forces Mutual team, particularly Sally McShea. She was extremely helpful setting up various insurances for me. She explained and outlined everything to me in detail. I knew exactly... See more
Company replied
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
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
4.8
Excellent
260 reviews
Replied to 66% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Life Insurance
Our experience with Suzanne was fantastic. Her knowledge and expertise were outstanding and immediately put both my partner and me at ease when proceeding with our life insurance plan. Communication was clear and consistent throughout, and everything was completed promptly, exactly as promised. We will definitely be using Forces Mutual again for any future needs.
November 28, 2025
Unprompted review
Reply from Forces Mutual
Thank you for taking the time to leave a positive review. We are delighted to hear that with Suzanne's help you were able to plan your cover.
We will ensure your feedback is shared with Suzanne and the wider team,
Clare - Regional Manager
Sophie Travers the my Advisor was very…
Sophie Travers the my Advisor was very patient and explain everthing clearly before assisting me to sign up. The questions were clearly explained. This made me feel relaxed knowing that I have given all the relevant information with acuracy.
January 26, 2026
Unprompted review
Reply from Forces Mutual
Many thanks for leaving Sophie positive feedback.
Its great to hear you were happy with the service she provided and your questions were clearly explained.
We will ensure we feed this back to Sophie and the rest of the team at FM.
Heidi
Regional Manager
User-friendly website for quotes. Swift response when taking out a policy.
Website is easy to navigate to get an instant quote and take out a policy. Documents emailed same day.
January 15, 2026
Reply from Forces Mutual
Thank you for taking the time to leave a positive review. We are happy to hear that you found the website easy to use and your policy was set up quickly.
We will ensure your feedback is shared with the wider team,
Clare - Regional Manager
“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.
December 29, 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.
January 18, 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
January 19, 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
January 19, 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.
January 8, 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.
January 16, 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.
December 14, 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.
November 5, 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
January 8, 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
October 7, 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
Jennie was fantastic throughout the…
Jennie was fantastic throughout the whole process of setting up my life insurance.
Highly knowledgeable and clearly experienced in her role. Moreover, she works around your schedule seamlessly, so it was very easy to communicate.
She obtained a very competitive insurance policy, far out-quoting anything I could conjure up through my own research.
December 17, 2025
Unprompted review
Reply from Forces Mutual
Thank you for leaving such a great review for Jennie. Its fantastic to hear you are happy with the service she provided.
We will ensure this gets fedback to Jennie and the rest of the 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
December 18, 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.
December 15, 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.