Aussie customers rate Real Insurance Australia’s best car insurer

Real Insurance has taken out top honours in the Mozo People’s Choice Insurance Awards, being named Australia’s Best Car Insurer based on the reviews of almost 10,000 insurance customers.

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The insurer scored an impressive 8.48 out of 10 thanks to an above average customer satisfaction score.

Shannons took out Australia’s Best Specialist Car Insurer, a category for insurers that cater to a specific customer demographic and geographic footprint, with an impressive rating of 8.57 out of 10.

The Mozo People’s Choice Awards recognise Australia’s best travel, car and home insurance providers and are wholly based on the feedback of real customers over a 12-month period.

The reviews showed that Aussies are increasingly turning away from the larger insurance providers in favour of small and specialist insurers with better value and good customer service.

According to Mozo Director Kirsty Lamont, more than half of Aussies are fans of their insurer across all three categories with only 32% of reviews giving a fail rating, often due to poor customer service in claims handling.

“The biggest gripe among customers is the claims process, which is the real moment of truth for insurers, most negative reviews were related to refusal to pay claims, delays in claim payments and the attitude of the staff,” said Lamont.

Overall, women were happier with their car insurer than men, scoring an average of 8.14 in the service category, compared to men who only scored 7.74. There was also differences between States with Tasmanians and South Australians among the happiest with their insurers while Victorians and Queenslanders are the least happiest overall.