Annie Home-dodd LIVES: Shrewsbury, Shropshire DRIVES: Toyota RAV4

ANNIE Home-dodd runs a podiatry practice in Shrewsbury and has been an NFU Mutual customer since she was 17. Now 64, and the owner of a Toyota RAV4, she explained: “My father and grandfather were always with NFU, and now my son and two daughters are, too.” Four generations of loyal custom is something other brands can only dream of – so what’s the NFU Mutual secret?

“It’s all about efficiency,” said Annie. “I have a busy life, and all I have to do is pick up the phone to know what it’s going to do, and when. Nothing is too much trouble, and because I’m dealing with the local office, it’s nice to get to know the people.” She’s yet to be tempted by the lure of a cheaper deal on comparison sites, telling us: “I don’t know what I might save, but it’s all about what kind of service you value. If I tell a client I’m going to do something, I have to do it. I want that from businesses I work with, too.”

Annie needed to rely on NFU recently when a careless driver rear-ended her old Renault Captur approaching a roundabout. “One phone call was all it took, and I had an equivalent-sized courtesy car within hours,” she said. “My car was damaged and parts availability meant it took a few months to fix, but NFU kept me up to date. It also arranged for a physio to contact me for whiplash treatment, and I didn’t have to worry about any aspect of my claim.”

“Four generations of loyal custom is something other brands can only dream of – so what’s the NFU Mutual secret?”