Frequently Asked Questions with CyberScout

How can the team at CyberScout help you, and what happens when a customer calls? Dan from CyberScout answers our most frequently asked questions.

What happens when a customer phones CyberScout?

Your call reaches our 24/7 cyber crisis helpline, where our team is often able to resolve concerns and alleviate distress for most callers without the need to file a claim. Our helpline is staffed by highly trained cyber experts, ensuring you’ll speak with someone experienced in handling real cyber attack incidents. You’ll also be assigned the same expert throughout your case, so you won’t be passed from person to person if your issue takes longer to resolve.

Why does NFU Mutual Bespoke Home Insurance have cyber cover?

Because the threat is real and growing, and today’s “digital attack surface” is bigger than ever.

Our homes are filled with technology. From the smart fridge in the kitchen to the connected toothbrush in the bathroom, almost every room contains some type of tech device. Combine that with the fact that the average person in the UK spends over 6 hours a day on computers and mobile devices, and the potential attack surface for hackers has grown dramatically.

Whether it's a hacker gaining access to your network and private data through your home devices or a scammer sending legitimate looking but malicious links to take control, the opportunities for cyber threats are more abundant than ever.

What type of things can CyberScout help with?

We provide support in a range of ways, from helping with password changes and notifying the authorities, to documenting evidence and joining you on calls with banks to ensure they follow proper procedures and reimburse funds where necessary. 

If something unfortunate has occurred, don’t hesitate to call us! But even if you’re simply feeling uncertain about a cyber-related issue, reach out—we can likely help, offer advice, and give you peace of mind. We’re here to assist, even if it’s just to double-check something for you.

Does phoning the CyberScout helpline affect my policy?

No, calling the CyberScout helpline for advice won’t affect your policy. The expert assistance provided through NFU Mutual is a valuable benefit of your Bespoke Home Insurance policy, and there is no limit to number of times it can be used.

However, if a cyber incident occurs which results in a claim being made under your policy, for example, costs incurred following a cyber attack or identity theft, this may affect the premium charged. 

How can I find out more about how to stay safe online?

The National Cyber Security Centre website is a great place to start.

And of course, if you are a Bespoke Home Insurance customer, you can call the CyberScout helpline on 0800 138 8211.

What’s the most reported type of cyber attack?

The most common type of social engineering attack is "phishing." Phishing involves fraudulent attempts to steal sensitive information, such as login credentials or financial details, by pretending to be a trusted source like a bank, insurance company, or telecommunications provider. These attacks can occur through various communication channels, including email, text messages, WhatsApp, Instagram, Facebook, and more. Phishing often results in identity theft or financial loss.

It's no surprise this is such a widespread threat— according to IT support company AAG's latest statistics, an estimated 3.4 billion phishing emails are sent every day.

How long does it normally take the CyberScout Helpline team to resolve issues?

The time it takes for the CyberScout Helpline team to resolve issues can vary significantly depending on the nature of the problem.

For simpler tasks like assisting with password changes or finding backups, it typically takes less than an hour. However, if you're dealing with more complex issues, such as working with financial institutions or local ombudsmen, it may take several months of support. Rest assured, we’ll be with you every step of the way to help you achieve a successful outcome.

Can I only call the 24/7 CyberScout Helpline after a cyber incident has occurred?

Absolutely not! If you’re worried about something cyber related that you can’t explain, phone us and we’ll help.