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Car Insurance Customer Satisfaction Awards 2024
We asked Australians how they feel about their car insurance provider. They scored them based on value for money, ease of application, customer service, trustworthiness and reliability.
The Finder Customer Satisfaction Awards are decided by the only votes that really matter – yours. We asked car insurance customers to tell us about their experiences. Now we can reveal what they said.
Most Loved - National
Youi Car Insurance came in first place overall for customer satisfaction, scoring 4.44/5. It scored highly in all categories including customer service, features and benefits, ease of application and value for money.
AAMI is the third most popular overall for customer service in our 2024 poll. It had an overall score of 4.17/5.
Most Loved - NSW
Youi Car Insurance came in first place in NSW. It scored 4.4/5 overall, 4.3/5 for value for money and 4.5/5 for customer service. 89% of Australians surveyed said they believe Youi is a reliable brand.
NRMA car insurance came in second place in NSW. It scored 4.4/5 overall, 4.2/5 for value for money and 4.4/5 for customer service. 94% of Australians surveyed said that they trust NRMA.
GIO car insurance came in third place in NSW. It scored 4.4/5 overall, 4.1/5 for value for money and 4.4/5 for customer service. 97% of Australians surveyed said that they trust GIO.
Top Value - NSW
Youi Car Insurance came in first place in NSW for value for money, scoring 4.3/5. On average 89% of Australians surveyed in NSW said Youi is a trustworthy brand.
NRMA is the third in NSW for value for money in our 2024 poll. It had an overall score of 4.3/5.
Most Trusted - NSW
GIO Car Insurance came in first place overall for most trusted brand, scoring 4.7/5. On average 97% of Australians surveyed in NSW said GIO is a trustworthy brand.
GIO is third in NSW for customer service in our 2024 poll. It had an overall score of 4.4/5.
Most Loved - QLD
Youi Car Insurance came in first place in QLD, scoring 4.5/5. 100% of Australians surveyed said that Youi is a reliable brand. It also scored 4.4/5 for features & benefits and 4.5/5 for both customer service and ease of application.
RACQ car insurance came in second place in QLD, scoring 4.5/5, marginally behind Youi overall. 97% of people surveyed said that they trust RACQ. It also scored 4.4/5 for customer service and 4.5/5 for features & benefits and ease of application.
Suncorp came in third place in QLD. It scored 4.4/5. 91% of people surveyed said said that they trust Suncorp.
Top Value - QLD
Youi Car Insurance came in first place in QLD for value for money, scoring 4.4/5. On average 100% of Australians surveyed said Youi is a trustworthy brand.
Budget Direct is the third in QLD for value for money in our 2024 poll. It had an overall score of 4.2/5.
Most Trusted - QLD
Youi Car Insurance came in first place overall for most trusted brand, scoring 4.9/5. On average 100% of Australians surveyed said Youi is a trustworthy brand.
Budget Direct is third in SA for customer service in our 2024 poll. It had an overall score of 4.3/5.
Most Loved - VIC
Youi Car Insurance Youi is Finder's customer satisfaction winner in Victoria. It scored 4.7/5 overall and 97% of people surveyed said that Youi is trustworthy.
RACV car insurance, Vic-based insurer, came in third spot. It got an overall score of 4.4/5. 94% of people surveyed said they find the insurer trustworthy and reliable.
Top Value - VIC
Youi Car Insurance came in first place in Vic for value for money, scoring 4.5/5. 97% of Australians surveyed in Vic said Youi is a trustworthy brand.
Bingle is the third in VIC for value for money in our 2024 poll. It had an overall score of 4.3/5.
Most Trusted - VIC
Youi Car Insurance came in first place overall for most trusted brand, scoring 4.8/5. On average 97% of Australians surveyed in VIC said Youi is a trustworthy brand.
Budget Direct is the third in WA for value for money in our 2024 poll. It had an overall score of 4.1/5
Most Trusted - WA
CommBank Car Insurance came in first place overall for most trusted brand, scoring 4.7/5. On average 97% of Australians surveyed in WA said CommBank is a trustworthy brand.
Allianz is third in WA for customer service in our 2024 poll. It had an overall score of 4.3/5.
How we picked our Car Insurance Customer Satisfaction Awards
Each year, thousands of Australians rate brands they've used as part of Finder's Customer Satisfaction Awards program. Aussies rate brands within a product category across a range of metrics, including 'value for money' and 'customer service'. Finder worked with leading data, insights and consulting company, Dynata to survey customers and collect their responses.
Customers were asked to review a range of products they purchased or used recently.
The recency period varied from within the last year to within 5 years, depending on the category.
For each brand within a product group, a minimum sample size was established, with the sample sizing varying by product category. Brands that received fewer than 25 to 30 responses did not qualify for consideration for a Finder Customer Satisfaction Award. There was also a maximum limit of 35 responses per brand in each product category, with some exceeding this slightly.
We used the following metrics to assess brands, and asked customers:
if they thought the brand was trustworthy/reliable. This result was scored out of 5 as a percentage. For example, if 80% of customers said they thought a brand was trustworthy/reliable, it received a score of 4 out of 5.
how they would rate each Car Insurer overall on a scale between 1 and 5 and in terms of: Customer service, features and benefits, ease of application and value for money.
The final scores were calculated as follows:
Award
Weightings
Most Loved
The average of all metrics scored
Most Trusted
Whether or not the brand is trustworthy/reliable: 80%
All other pillars: 20%
Top Value
"Value for money" pillar: 80%
All other pillars: 20%
Legendary Service
"Customer Service": 80%
All other pillars: 20%
National winner
We calculated the average score from the top-ranking brands from each of the 5 states we looked at.
If a brand no longer exists in the market, they were disqualified and excluded from our assessment, meaning that they were ineligible for consideration for any Award (even though responses may have been collected in relation to the relevant brand's product(s) at such time that they were previously available). However, if only the brand's name changed and the products remained the same, the brand was still eligible for consideration for an Award and was assessed by us on the basis of the new brand name.
The Finder Customer Satisfaction Awards is an independent awards program and commercial partnerships do not influence the results in any way.
Disclaimer: We tried to collect feedback and data from survey participants on as many products and providers in the market as possible. Although we were able to assess an extensive range of products and providers from the survey responses, we can't say that every provider and/or product currently available in the market was considered as part of our review and winner selection process. Some products and/or providers may have been omitted from survey responses and therefore not considered by us for any Customer Satisfaction Award. Survey customers received an incentive arranged by Dynata. Read our Advertiser Disclosure.
Piyush is an insights analyst at Finder and is responsible for developing the methodology for Finder's Product Awards. He holds an MBA from Macquarie University and a MSc in Banking and Finance from the University of London.
Peta is passionate about demystifying complex insurance products to help users make well educated decisions with confidence. She is part of Finder's insurance awards team and works alongside editorial and insights experts to bring users the best insurance products every year.
Fascinated by our Finder Awards?
Check out the categories, learn more and get involved!
Peta Taylor is a publisher at Finder, working across all of insurance. She's been analysing product disclosure statements and publishing articles for over 2 years. Peta is passionate about demystifying complex insurance products to help users make well educated decisions with confidence. Peta is part of Finder's insurance awards team and works alongside editorial and insights experts to bring users the best insurance products every year. See full bio
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