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.
  • Gold Comprehensive Car Insurance

    Get award winning Car Insurance. Save 15% ^ on your first year’s premium when you purchase a new policy online. Budget Direct offers tailor-made cover, new-for-old replacement, 24/7 claims, a highly-rated claims service, and get a hire car following a theft.

    Monthly premiums
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    Yes Costs Extra
    Choice of repairer
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    Optional Extra
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    $500 - $1,850
    Agreed or market value
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    Agreed Or Market

    Available discounts

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  • Comprehensive Car Insurance

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    Monthly premiums
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    Yes Costs Extra
    Choice of repairer
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    No
    Choice of excess
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    $800 - $2,000
    Agreed or market value
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    Agreed

    Available discounts

    • No Claim Discount
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    Details
  • Comprehensive Car Insurance

    Huddle Car Insurance, Pay as you drive & save up to 30% (T&Cs apply). 24/7 claims lodgement and new-for-old replacement (under 2 years).

    Monthly premiums
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    Yes
    Choice of repairer
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    No
    Choice of excess
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    $500 - $5,000
    Agreed or market value
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    Agreed Or Market

    Available discounts

    • Pay As You Drive Cover With Pricing Tiers Available For Limited Kms.
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  • Comprehensive Car Insurance

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    Monthly premiums
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    Choice of repairer
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    No
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    $500 - $5,000
    Agreed or market value
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    Available discounts

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

    Available discounts

      Go to site
      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