RAA tops for general insurance customer satisfaction – marginally ahead of RACT, RAC and Shannons

Original article by Roy Morgan
Market Research Update – Page: Online : 21-Apr-21

The latest Roy Morgan General Insurance Satisfaction report shows that South Australia-based RAA had the highest general insurance satisfaction rating of 94% in December 2020, an increase of 3% on a year ago. It is followed by Tasmania’s RACT with a customer satisfaction rating of 92% (down 1%), Western Australia’s RAC on 92% (up 5%) and Suncorp Group-owned Shannons on 91% (up 1%). The largest improvement among the leaders for general insurance satisfaction has been by the Suncorp Group’s Bingle, which increased customer satisfaction by 8% points during 2020 to an impressive 88%. The larger general insurance brands which cater to a more diverse range of customers nation-wide have also had a good year, with improvements in customer satisfaction across the board. The big improvers include CommInsure (up 8% points on a year ago), Budget Direct (up 8% points), Allianz (up 5% points), and the larger State-based RACQ in Queensland (up 5% points) and NRMA in NSW (up 3% points). Overall in December 2020 a majority of 82% of Australians are satisfied with their general insurer, up 3% points from the same time a year ago (79%). These latest results are based on in-depth interviews conducted with over 50,000 consumers per annum, including over 35,000 with general insurance.

CORPORATES
ROY MORGAN LIMITED, RAA INSURANCE LIMITED, RACT INSURANCE PTY LTD, RAC INSURANCE PTY LTD, SHANNONS, BINGLE.COM PTY LTD, SUNCORP GROUP LIMITED – ASX SUN, COMMINSURE, BUDGET DIRECT INSURANCE AGENCY PTY LTD, ALLIANZ AUSTRALIA LIMITED, RACQ INSURANCE LIMITED, NRMA INSURANCE LIMITED

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