Why Benchmarking Matters for Car Insurers
In car insurance, your contact centre is often the first and most critical touchpoint — whether it’s helping someone get a quote, manage their policy, or make a claim after an accident.
Benchmarking reveals how your centre performs in real-world interactions – where you’re leading, where there’s friction, and how you compare to other providers – all based on actual customer calls and independent Contact Centre CX Standards.
It provides the evidence you need to justify investment, improve the claims and sales experience, and protect your reputation in a market where trust and responsiveness are everything.
Why Benchmark with ACXPA?
We’ve worked with leading Australian insurers to improve sales, claims, and customer service performance. Our benchmarking for car insurers is built on deep understanding of policyholder expectations and contact centre realities.
We analyse actual customer calls – not internal satisfaction scores – so you get visibility into what’s really happening when policyholders contact your team.
Use benchmarking to validate CX investments, secure internal buy-in, and support continuous improvement across claims and contact centre operations.
Our reports uncover bottlenecks, surface missed opportunities, and help align your people and processes to what great CX really looks like.
See Which Car Insurers Are Leading the Way
Each quarter, we publicly highlight the top-performing car insurance contact centres in Australia, based on real customer interactions measured against the ACXPA Contact Centre CX Standards. Here’s how the car insurance sector performed most recently:
Four Benchmarking Options for Car Insurers
Whether you're looking to compare your contact centre against other insurers, identify service gaps, or justify CX investments, there’s a benchmarking solution to suit.
Public Call Centre Rankings for Car Insurers
Our Call Centre Rankings showcase how selected car insurers perform based on mystery shopping calls assessed against real standards.
They provide a clear sector snapshot – but unless your brand is selected, your data won’t appear in the public results.
View Rankings
Benchmarking PLUS
Receive monthly reports on your contact centre’s performance across 80+ metrics – plus confidential comparisons against up to ten nominated car insurance competitors.
Aligned to the Contact Centre CX Standards, this is the most powerful way to benchmark, improve, and lead your category.
Learn More
Private Call Centre Benchmarking
Get monthly insights into your car insurance contact centre’s performance, including optional compliance reviews, custom call scenarios, and accessibility audits.
All assessments are benchmarked against the Contact Centre CX Standards or your internal benchmarks.
Learn More
Call Quality Assessments
Assess your existing call recordings with independent evaluations of agent communication, policy knowledge, compliance, and claims handling quality.
Ideal for car insurers looking to enhance training, improve internal QA, or independently validate CX performance.
Learn MoreQuick Comparison at a Glance
Still deciding which benchmarking solution is right for your insurance brand? Compare the purpose, visibility, and best use cases for each option.
Scroll horizontally to view all columns →
| Service Choose the right CX benchmarking service for your needs. | Purpose What each service helps you achieve. | Visibility Who can see the results. | Best For Ideal users or scenarios for each service. | Action |
|---|---|---|---|---|
| Public Call Centre Rankings | Snapshot of performance across selected car insurers using real customer interactions | Public – high-level trends only | Anyone seeking transparency and sector-wide performance insights | View Rankings |
| Benchmarking PLUS | Monthly insights comparing your brand with up to ten nominated competitors | Private & Confidential | Call Centre Leaders, CX improvement teams, Strategic Leaders | Learn More |
| Private Call Centre Benchmarking | Detailed internal reports, with optional compliance reviews and custom criteria | Private & Confidential | Call Centre & CX Leaders, Board Reports, Transformation Projects | Learn More |
| Call Quality Assessments | Agent-level evaluations of real customer calls with coaching feedback | Private & Confidential | QA Teams, L&D Managers, Team Leaders, Call Centre Managers | Learn More |
Where to Next?
Whether you're ready to dive deeper or still exploring your options, here are three ways to take the next step.
Purchase a
Benchmarking Trial
Get a preview of our full reporting service for just $697. See how your insurance contact centre compares to the market and CX Standards.
Explore Car Insurance
Rankings
See how selected car insurers are performing, track sector-wide trends, and discover who's leading the way in CX and contact centre performance.
Customer Service &
CX Training Courses
Upskill your contact centre team with expert-led training in phone, digital and face-to-face service. Designed for impact, tailored to your industry.
Still Have Questions?
We’re here to help you find the right benchmarking solution for your insurance brand. Reach out to speak with an expert, call us directly, or book a discovery session.
Email Us Call Us Book Discovery Call
