NFP

I have never encountered a broker company as coordinated in their scams as this one. They are heartless scammers who offer zero cooperation. The employees are professionally trained to deceive people. They don't provide actual insurance; their entire operation is nothing but a fraud. -000star

I can absolutely see why NFP has such a poor reputation for customer service and communication—it’s been my exact experience.
Not only were we dismissed as “low revenue for their pockets” twice while trying to obtain COIs for active contracts, but the complete lack of professionalism was staggering. Yes, there was an initial communication mix-up regarding one of our companies transferring brokers—but after multiple confirmations from our insurance carrier and other brokers that the policy was still with NFP, they still refused to do their job.
Let that sink in: brokers we didn’t even do business with stepped up to help us find a solution, while NFP—our actual broker of record—refused to assist simply because we would no longer be their client in a couple of months.
That is not just poor service—it’s negligence and blatant disregard for professional responsibility.
And to make matters worse, this behavior came from leadership. Ted Holler, a Senior Vice President and Market Leader (and I use the term “leader” very loosely), is the individual who said we were “too low for his pockets.” That is not leadership—it’s arrogance.
If this is the standard NFP allows, it’s no surprise their reputation speaks for itself.
Avoid this company if you expect professionalism, accountability, or even basic respect.

Horrible customer service. HORRIBLE. Their office opens at 9 am. I called right at 9 am and their message says due to high call volume it will be a 2-hour wait. It's pretty accurate. I have been trying to get the names changed on my home insurance with the refinance and when I reach someone, they tell me one thing, I call back and the next person tells me that's wrong and they need something else. Three days now. I used their automated callback system so I don't have to wait for 2 hours and no one called me back. I called at 3 pm and their office was closed for staff training. Now I have to wait until Monday. So ridiculous. This is the worst customer service ever. In this day and age, they should have an online portal to do common things within the portal or even an online chat feature. I'm so angry. Now because this has gone on for three days with them, my financing might have to be pushed back because I don't have the Certificate of Insurance due to their incompetence. My recommendation: DO NOT USE NFP.

Absolutely awful company to deal with. Takes hours to actually connect with a broker and their premiums are ridiculously high. Do not insure with this company.

So I recently got a huge shock on my new car insurance. Pembridge, whom I was insured by, wanted $608 a month for my new car. This was a huge shock as I did not realize an unfortunate event back in 2020 would put me at fault (I filled up gas at a gas station, and it was contaminated, causing damage). Luckily, Rosa at NFP insurance helped me find a way more reasonable price. It took almost all day to figure out, but she was nice and helpful, and eventually, she got my price down to about $260 a month from a different provider. I am very grateful to her; she deserves a raise or at least a big bonus.

What an absolutely terrible company with regards to their new format that has changed whom you get to speak to when you call in. If you get to speak to anybody, which is rare, then you have to wait a day or more to get a call back. They promised to solve your problem and call you back the next day, and this did not happen. The manager, Steve Vachon, did not keep his promise. He did not find an answer to my issue as promised and now his phone is constantly busy, and he can't leave a message, so that is strange. Also, his coworker, who was supposed to get back to me last Friday, did not. I would only recommend this company to my worst enemy.

Well, despite a lengthy wait on the phone, the customer service to add a new vehicle was great! I give 10 stars for customer service today!

Steer clear of the Lehi location. I sit on our company's benefits committee. For four years now, I have listened to the local representatives, Clint and Sarah, emphasize in every meeting to reach out to them when we encounter roadblocks. I had an urgent, time-sensitive situation this week. Despite four years of promises, their only solution after one day of trying was more delays and no improvement in my situation. All they did was quote the provider's policy back to me... after a day!

I am beyond disappointed in my company for using them and would advise any organization to consider other options. Your employees will thank you!

Communication is horrible. There is no operator when you call the main line. You either have to know your agent's extension or leave a voicemail.
When I needed to add a new vehicle to my auto policy last week, I emailed 3X and left a voicemail, but received no response for 8 days. Thankfully, Kemper had a grace period for adding a new vehicle, or we would have been uncovered.
Unreliable and unhelpful.

Horrible experience - As soon I signed up my agent quit - After he quit they contacted me to let me know my homeowners rates will increase because the price of lumber is so high and replacement costs are up. I had no choice but to fork over another $400 . Then 6 months later they contacted me and told me my umbrella never went into effect even though they confirmed it in an email when I signed up and paid. They want to know if I want to pay for the last 6 months and sign a statement saying there are no known losses?? huh?? This company is the worst no phone calls only emails - I will replace them as soon as possible