nutshell Insure Reviews 1,822

Specifically required driving other vehicles as an option on my policy but could not find anything on the site to confirm so sent as chat messages and was told it would be included. however when I took out the policy the certificate stated this was not covered. I messaged straight back to be told that it is not included so requested a cancellation of the policy only to be told that I would be charged an admin fee for cancelling even though I was mis-sold. Terrible coning company avoid at all costs

So simple to set my policy for my bmw , very straightforward and easy to use . Policy set up in the matter of minutes , look forward to being part of Nutshell for the forthcoming year .

It was so easy to get my insurance sorted with nutshell I will recommend this insurance company to anyone thank you

I paid £430 September, have just tried to remove/change reg, immediately said £322,,,when I contacted on live chat was told system does it, but it will remove charge, so at the same time I enquired about transferring to same model same spec but 3 years younger, was told system does£49 refund and pay £272, I asked was that for a new policy and they said no just for the remaining 4 months. If you work out my remaining credit new charge it’s all I would pay for a year so I’m using my original car for another month then willl depart in a nutshell, and take my business elsewhere

Easy to use and understand very quick and great price

An excellent insurance company

Due to my error duplicating my premium payment, I sought advice using the chat feature. The customer service was pretty non existent, I actually think using a chat feature is quite impersonal and people say things that don't come over well, if you were chatting to them on the phone it probably wouldn't seem so terse and unhelpful! Having said that many companies operate a brilliant chat feature. A quick I can't help you, followed by flicking the standard I hope you're completely satisfied with the service provided today - then end chat did not impress!! Maybe some retraining is needed, as the chat option is the only customer service you seem to provide!! I believe it was Bryony that I was relying on, felt a bit letdown, especially as a new customer. Even if you were unable to help there a better ways of expressing this fact! Very disappointed. Price, cancellation and website are not an issue. I may have cancelled during the cooling off period, but it just felt more trouble than it was worth!!

Good experience getting insurance for my car. Easy on line renewal would recommend.

Quick, and very useful friendly

Please avoid.

I have honestly haven’t experienced such bad customer service like I did from Nutshell in a long time. The customer is not important to this company at all.

The low prices seem good at first but there’s reason for that!

Very good quote. Easy to set up, payments easily made. It ran smoothly.

As with other reviews I disclosed a prior claim on application, but 24h later got an automated email saying discrepancy with the CUE database and premium will go up by £140 (making it way more expensive than competing quotes).

Cancelled by Chat and got a full refund (or at least I have a screenshot of the promise I will within 7 days)

Then I get this email
"We're writing to you to confirm the details of our recent conversation about your claims history.

As you have advised us that the records on the Claims Underwriting Exchange (CUE) insurance industry database are incorrect, we have not applied the claim(s) we discussed to your policy.

However, should you need to make a claim in the future and it's proved that the claim should have been applied to your policy, your insurer may only pay you a percentage of the claim value, or in some cases, may not pay you anything.

This communication is confirmation that you understand and have accepted these possible consequences.
"
There was no conversation, I did not advise them CUE in error, and what use is an insurance policy with a caveat that the underwriter might or might not pay out a claim ?!

Dread to think what they would be like if you actually have to make a claim - I've probably had a lucky escape. Mental note to avoid Nutshell and any other BISL brand in future.

If I could give a zero. I would.

I cancelled my car insurance policy with BISL Nutshell on 4 April via live chat. At no point was I informed of any cancellation fee or outstanding payment. The advisor confirmed cancellation and ended the chat without mentioning any charges.

I have since received multiple text messages, with different links asking for payment, which I initially ignored as they contained links and appeared potentially unsafe.

When I contacted live chat again on 23 April, I was told for the first time that I owe a £60 cancellation fee plus a £20 late fee. This was never clearly communicated to me.

The customer service experience has been extremely poor. Responses were extremely slow, unclear, and I was unable to get proper assistance. I requested a contact number four times and was told none exists, yet a phone number appears in their text messages.

I also attempted to raise a complaint via the email address provided in the live chat, which bounced back as “domain not found”. When I called BISL directly, I was told they could not help because the policy is under “Nutshell”, despite this being a BISL brand.

As a neurodivergent customer, the lack of accessible support (chat-only, no clear guidance, hidden transcript options) made this process even more difficult.

I am now being asked to pay charges I was never properly informed about, with no clear way to resolve the issue.

I would like BISL/Nutshell to:

* Provide the original chat transcript from 4 April
* Explain where these fees were disclosed
* Review and waive the charges

The whole experience of setting up a new insurance policy with Nutshell was a very straightforward process. Thoroughly recommend.

Absolutely avoid,took out insurance after a quote and they increased the policy as they stated it was being doubled as they found a recorded none fault accident 4 yrs ago I was unaware of, got several quotes frm other companys with this recorded none fault at half the price,refused to refund within the 14 day cooling period and said I owed them £20,charged me fr 4 days cover even though I explained I couldnt access the app on my device to cancel.AVOID AT ALL COST

Easy to follow forms and questions to fill out really easy experience

No communication on chat session.
Was considering your insurance but response time of over 12 minutes is too long. Did not get answers to questions i had about your company. If this is response before even buying insurance from yourselves then I won't be buying your insurance. Good prices but poor service.

Great you responded on Trustpilot but how do I reach out to you? NO CUSTOMER SERVICES TELEPHONE NUMBER!
NO CUSTOMER SERVICES EMAIL ADDRESS!
Eventually got answers to questions on 2nd attempt on chat session but the answers did not always my fears that customer service is lacking in this company
Will not buy car insurance from them.

As a new customer I was very surprised and impressed by how easy it was to register and set up an account.

I had no problem with Nutshell, until i needed to change my car.

On contacting them to have my policy moved to my new car, I was told they couldn't insure my new car and would cancel my policy BUT would charge me £60 for cancelling, despite it not being my choice to cancel

All in all a very disappointing experience and i would not recommend them to others if there is any chance that you may need to change cars mid term

On checking my new car other insurance companies it was easy enough to insure my new car,.so struggle to understand why Nut shell would not insure it

I can not believe this company is running by the way if you have key cover they don’t have an actual company they use for key cover. The phone number they give you to call shares that they do not deal with nutshell lost keys. Yet online chat gives you that number. Surely can’t be legal and very frustrating for a customer