What Aussies want most from their insurance

No matter what you’re insuring it turns out that what you want most, say from your life or car insurance, is a helping hand during the claims process.

That is the assessment of the AFRM Claims Advocacy Group who combined its own industry and customer experiences with research conducted by students from the University of Melbourne’s Creating Innovative Engineering Program.

AFRM chief executive, Bruno Muraca, said the research revealed two key findings about what customers want from their insurers.

“They see two things, advocacy - someone who represents them with insurers and answers their questions about the claim (and what is involved),” he said.

RELATED: Mozo’s Experts Choice Car Insurance awards reveal the best policies to help Aussies save

“The second was education and administrative support, helping them with what to do next, keep them informed during the process, and helping them with the paperwork.”

Somewhat surprisingly, being helped along the claims process is more important to Aussies than any financial benefit up for grabs.

“Interestingly, whilst getting an outcome (financial benefit) was mentioned by claimants (considered a given), the insights highlighted that supporting claimants through the process, the administration, and overall understanding of the claim process was top of mind,” said Muraca.

In a similar fashion, Mozo drew upon customer feedback to determine the winners of its Experts Choice Awards for car and home insurance.

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Released in late September, the Awards took into account customer experience scores sourced from a national survey of 3,726 Australians which measured customer ratings of the experiences of getting a quote, dealing with customer service staff and even making claims.

The Experts Choice Awards compared a range of policies at different levels of coverage, dividing them into Exceptional Value and Exceptional Quality categories.

“Our Exceptional Value Awards recognise those policies that are offering comprehensive cover at competitive prices while our Exceptional Quality Awards are the Rolls Royce of insurance, so to speak. They have have been given to products that offer the most comprehensive cover in the market,” said Mozo Director Kirsty Lamont.

You can check out a range of comprehensive policies below or head to Mozo’s car insurance comparison tool to find out which providers offer a 24/7 claims services as well as a host of other features.

Comprehensive car insurance policies - rates updated daily

Search promoted car insurance below. Advertiser disclosure. Important information on terms, conditions and sub-limits.
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    Monthly premiums
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    Yes Costs Extra
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    Optional Extra
    Choice of excess
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    $550 - $1,900 (varies By State)
    Agreed or market value
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    Agreed Or Market

    Available discounts

    • No Claim Discount
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    Details
  • Comprehensive Car Insurance

    ROLLiN’ put their customers in the driver’s seat by offering great value comprehensive car insurance with no additional excess for young drivers. Zero cancellation fees, 24/7 claims support via phone and a policy paid monthly. Plus, you can list multiple cars and drivers under the one policy, as long as they fit the underwriting criteria

    Monthly premiums
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    Yes
    Choice of repairer
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    No
    Choice of excess
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    $800 Flat Excess Fee
    Agreed or market value
    Car coin icon
    Agreed

    Available discounts

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    • Comprehensive Car Insurance

      Youi like to get to know you from the very first conversation, which provides you with the opportunity to find comprehensive car insurance cover that could better suit your lifestyle and your needs. Because we’re all individuals, so we all use our cars differently from day-to-day. Youi is car insurance that’s a bit more you-shaped.

      Monthly premiums
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      Yes Costs Extra
      Choice of repairer
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      Optional Extra
      Choice of excess
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      $400 - $2,500
      Agreed or market value
      Car coin icon
      Agreed Or Market

      Available discounts

      • Comprehensive Car Insurance

        Australia Post Comprehensive Car Insurance offers a broad range of coverage and includes cover for anyone who drives your vehicle. It also covers new car replacement if your recently purchased brand new car is written off within the first three years (provided it has travelled less than 60,000km). Get $100 off your first year's premium when you buy Comprehensive Car Insurance online. T&Cs apply.

        Monthly premiums
        Calendar icon
        Yes Costs Extra
        Choice of repairer
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        Optional Extra
        Choice of excess
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        $500 - $2,200
        Agreed or market value
        Car coin icon
        Agreed Or Market

        Available discounts

        • Online Discount $100
        Details
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        Monthly premiums
        Calendar icon
        Yes Costs Extra
        Choice of repairer
        tools icon
        Yes, Optional Extra
        Choice of excess
        coins icon
        $500 - $2,300
        Agreed or market value
        Car coin icon
        Agreed Or Market

        Available discounts

        • Online Discount $100 Off For New Online Insurance Policies.
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        Details

      * Terms, conditions, exclusions, limits and sub-limits may apply to any of the insurance products shown on the Mozo website. These terms, conditions, exclusions, limits and sub-limits could affect the level of benefits and cover available under any of the insurance products shown on the Mozo website. Please refer to the relevant Product Disclosure Statement and the Target Market Determination on the provider's website for further information before making any decisions about an insurance product.

      ^See information about the Mozo Experts Choice Car Insurance Awards