NJM Insurance Group: most-reported complaints
Automated analysis of 417 public Trustpilot reviews published 2026-05-06 to 2026-09-23. TrustScore 4.6 from 17,097 total reviews — see the Trustpilot page. Quick answer: is NJM Insurance Group legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 43% of the 79 complaints identified. Other frequent issues include overcharging, cited in 20% of complaints, and disputes regarding warranties or unreachable support, each representing 13% of the feedback. While warranty and support accessibility concerns are trending upward, the issue of unhelpful support remains flat. These findings are based on an analysis of 417 reviews from May to September 2026.
How to reach NJM Insurance Group
These are the contact details NJM Insurance Group publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 609-883-1300, email [email protected], address 301 Sullivan Way, West Trenton, 08628, US.
The company claimed its Trustpilot profile on 2017-12-11, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 15 of 66 in Insurance Company. We last checked this profile on 2026-09-23 and found 22 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 3.5★ on Google (923 reviews) — a 1.1-star gap between its Trustpilot and Google scores.
TrustScore over time
4.7 → 4.6 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (96%, 0.4d) · 2026-08-24 (96%, 0.4d) · 2026-08-27 (97%, 0.4d) · 2026-09-01 (98%, 0.4d) · 2026-09-04 (97%, 0.4d) · 2026-09-07 (96%, 0.4d) · 2026-09-11 (98%, 0.5d) · 2026-09-14 (98%, 0.5d) · 2026-09-17 (98%, 0.5d) · 2026-09-20 (98%, 0.5d) · 2026-09-23 (98%, 0.5d).
Severity: 22% of this company’s 79 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2024, 64% of 14 one-to-three-star reviews were 1★; in September 2026, 56% of 18.
Counted from August 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.1 days between the experience and publishing their negative review (500 reviews record both dates).
Measured reply time: across 602 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 602 company replies to negative reviews analysed, 29% engaged with the specific problem and 70% were generic templates.
58% of its 318 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 43% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 1,831 of this company’s 17,097 Trustpilot reviews (11%) were written in the last 12 months.
What are the most common complaints about NJM Insurance Group?
Support unhelpful
34 reports · 43% of complaintssteady“when they do and you complete the 18 page report and submit photos of damage Honk denies and closes the claim.”
The company replied on 2026-09-10: “Hello, we're very sorry to hear this feedback and would appreciate the opportunity to speak with you about your experience. Please email [email protected] with your name and policy number, and I…”
Our classifier read this reply as a template response.
“My experience with NJM HAS BEEN HORRIBLE”
The company replied on 2026-08-31: “Hi Bhupen, we're incredibly sorry to hear this feedback. We aim to provide the best possible customer service experience in every instance and regret that we left you with a bad impression. Please…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“NJM didn’t release the money to my bank yet.”
The company replied on 2026-08-20: “Hi Qazi, we're very sorry to hear this feedback and would appreciate the opportunity to speak with you about your experience. Please email [email protected] with your name, policy number, and phone…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Overcharging
16 reports · 20% of complaintssteady“My premium got raised $1,000 for my year policy.”
The company replied on 2026-08-17: “Dennis, I’m very sorry to hear you are unhappy with the service you received. We aim to provide the best possible customer service experience in every instance and regret that we left you with a bad…”
Our classifier read this reply as a template response.
“So I had no choice other than to paid a roofer over $14,000 to replace my damaged roof.”
The company replied on 2026-08-05: “Ed, we're incredibly sorry to hear this feedback and wish it were different. Thank you for allowing us to serve your insurance needs. -Joe”
Our classifier read this reply as a template response.
“you’ve increased their policy cost insanely for no apparent reason”
The company replied on 2026-05-28: “Hello, I'm sorry to hear this feedback. I have forwarded your review and Facebook messages to our team. Someone will be reaching out to you. -Joe”
Our classifier read this reply as a template response.
Warranty disputes
10 reports · 13% of complaintsrising since 2026-09“when they do and you complete the 18 page report and submit photos of damage Honk denies and closes the claim.”
The company replied on 2026-09-10: “Hello, we're very sorry to hear this feedback and would appreciate the opportunity to speak with you about your experience. Please email [email protected] with your name and policy number, and I…”
Our classifier read this reply as a template response.
“My storm damage claim was denied based on a minor policy exclusion, and despite my request for reconsideration”
The company replied on 2026-09-08: “Hi Seife, we're sorry to hear this feedback. Please email us at [email protected] with your name, policy number, and claim number, and I will have someone look into this for you. Thank you. -Joe”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“So I had no choice other than to paid a roofer over $14,000 to replace my damaged roof.”
The company replied on 2026-08-05: “Ed, we're incredibly sorry to hear this feedback and wish it were different. Thank you for allowing us to serve your insurance needs. -Joe”
Our classifier read this reply as a template response.
Support unreachable
10 reports · 13% of complaintsrising since 2026-09“My storm damage claim was denied based on a minor policy exclusion, and despite my request for reconsideration”
The company replied on 2026-09-08: “Hi Seife, we're sorry to hear this feedback. Please email us at [email protected] with your name, policy number, and claim number, and I will have someone look into this for you. Thank you. -Joe”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I left a total of 6 voice messages on his number over the next four days. They went unanswered.”
The company replied on 2026-07-06: “Patricia, I’m very sorry to hear you are unhappy with the service you received. We aim to provide the best possible customer service experience in every instance and regret that we left you with a…”
Our classifier read this reply as a template response.
“we supposedly have not had insurance coverage since February. How is that even possible while they were still taking payments?”
The company replied on 2026-06-02: “Marilia, we're incredibly sorry to hear this feedback. We appreciate you as a longtime policyholder and would like the opportunity to speak with you about your experience. Please email…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
10 reports · 13% of complaintssteady“My experience with NJM HAS BEEN HORRIBLE”
The company replied on 2026-08-31: “Hi Bhupen, we're incredibly sorry to hear this feedback. We aim to provide the best possible customer service experience in every instance and regret that we left you with a bad impression. Please…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“NJM is only there to make money screw the customers”
The company replied on 2026-08-13: “Hi Freddie, we're sorry to hear this feedback. We’re committed to making sure our customers are satisfied when they need our help, which is why we’d like to learn more about your experience. Please…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Problems with SafeLite your preferred vendor”
The company replied on 2026-07-15: “William, I’m very sorry to hear you are unhappy with the service you received. We aim to provide the best possible experience in every instance and regret that we left you with a bad impression.…”
Our classifier read this reply as a template response.
Billing errors
5 reports · 6% of complaintsfalling“Now my credit is ruin and they don’t even want to settle”
The company replied on 2026-07-02: “Almarie, we are incredibly sorry to hear this feedback and would appreciate the opportunity to speak with you about your experience. Please email [email protected] with your name, phone number, and…”
Our classifier read this reply as a template response.
“I was shocked to receive a bill for coverage dating back two years.”
The company replied on 2026-08-03: “Hello Peter, I have shared your comments with our team, and someone will be reaching out. Thank you. -Joe”
Our classifier read this reply as a template response.
“You are quick to take payments without investigation but quick to investigate wrongfully when you have a claim.”
The company replied on 2026-07-29: “Paul, I’m very sorry to hear you are unhappy with the service you received. We aim to provide the best possible customer service experience in every instance and regret that we left you with a bad…”
Our classifier read this reply as a template response.
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.