View the Q4 2024 Car Insurance Providers Call Centre Rankings with average wait times, quality of service, call answer percentage and lots more!
Each month, we conduct mystery shopping calls at a cross-section of Australian Car Insurance Companies to provide Voice of the Customer (VoC) insights into the genuine experience customers receive when trying to connect to a live customer service employee at an Australian Car Insurance provider. These calls are assessed using the Car Insurance CX Benchmarking Framework, developed from the Australian Contact Centre Quality Standards, which evaluates over 80 individual performance elements to ensure a comprehensive and consistent approach to benchmarking. Each quarter, we publicly report on five metrics: Overall CX Ranking: The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery. Accessibility Ranking: Evaluates how quickly and easily customers can connect with a live representative, highlighting the simplicity and efficiency of the contact options. Agent Mastery Ranking: Assesses the soft skills, professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies. Calls Answered Percentage: Measures the percentage of calls answered within 10 minutes. Average Wait Times: Tracks the average time customers spend waiting to connect with a live agent, demonstrating the organisation’s responsiveness. This combination offers powerful, independent insights into the call centre performance of Australian car insurance providers and it enables us to deliver targeted industry resources, skills, and strategies that drive meaningful improvements—enhancing customer experiences and streamlining business operations. Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for general car insurance enquiries, typically related to new car insurance policy enquiries. Whilst there can always be some debate around sample sizes, ratios of FTEs to the customer base, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer. Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect. As we need to remain anonymous, the published results typically reflect the experience for new car insurance policy enquiries. Existing customers with policy enquiries, claims, etc, may have a different experience, and unfortunately, we have no way of testing this without having an active insurance policy. The Australian Contact Centre Quality Standards—refined over 30 years and 50,000 calls—provide a proven framework for assessing customer service performance. This robust framework helps Australian car insurance providers to deliver outstanding customer experiences and achieve measurable business success. Learn more about evaluating your insurance business against the standards > Each quarter, we publish updated performance data across five key metrics, along with a free quarterly sector report (below the charts) containing an executive summary with some additional insights. The data below is just a fraction of the comprehensive insights available monthly to our subscribers and members. With the support of our sponsors, we are proud to make this independent industry data accessible to you for free.
Click a Quarterly Car Insurance Sector Report Below to View Visitors and Subscribers will be able to view the latest report only - Members have access to all historical reports. View the Q3 2024 Car Insurance Providers Call Centre Rankings with average wait times, quality of service, call answer percentage and lots more! View the Q2 2024 Car Insurance Providers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more! View the Q1 2024 Car Insurance Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
The data on this page and our free quarterly reports provide a small snapshot of the car insurance sector data available on our website. Subscribers enjoy access to even more valuable car insurance sector insights, with members unlocking the most comprehensive data and exclusive reports. But for organisations seeking a competetive advantage, the Car Insurer's CX Benchmarking Service is a must-have solution. Exclusive Member Benefits All ACXPA Members receive a 10% discount on the Car Insurance CX Benchmarking Service. ACXPA Business Members enjoy even more value with a $200 discount on our introductory benchmarking report—a trial version designed to provide powerful insights with smaller call samples (2 calls per competitor instead of 6). This is the perfect way to experience the benefits of benchmarking before committing to the full service. Go beyond surface-level data—equip your team with the tools and intelligence to deliver efficient and effective customer experiences that drive new business today! View Call Centre Rankings for other Industry Sectors:
How We Conduct Mystery Shopping Calls to Australian Car Insurance Companies
Australian Contact Centre Quality Standards
Why These Standards Matter
The Latest Quarterly Australian Car Insurance Companies Call Centre Rankings
Overall CX - Call Centre LeaderboardCar Insurance - Q4 2024The ultimate measure of customer experience excellence, reflecting performance across all touchpoints, including accessibility and agent mastery.1st:YOUI70.7%2nd:RAC55.7%3rd:NRMA46.3%Lowest:ALLIANZ27.1%Car Insurance Sector Average46.4%Call Centre Industry Average55.5%
Accessibility - Call Centre LeaderboardCar Insurance - Q4 2024Evaluates how quickly and easily customers can connect with a live representative, highlighting the simplicity and efficiency of the contact options.1st:YOUI80.4%2nd:RAC72.7%3rd:AAMI49.4%Lowest:RACV25.8%Car Insurance Sector Average50.9%Call Centre Industry Average71.2%
Agent Mastery - Call Centre LeaderboardCar Insurance - Q4 2024Assesses the soft skills, professionalism and effectiveness of live agents, focusing on their ability to deliver outstanding customer service across key competencies.1st:YOUI66.5%2nd:NRMA51.0%3rd:RAC48.3%Lowest:RACV39.7%Car Insurance Sector Average47.8%Call Centre Industry Average51.5%
Average Wait Times - Call Centre LeaderboardCar Insurance - Q4 2024Tracks the average time customers spend waiting to connect with a live agent, (once in the queue) demonstrating the organisation’s responsiveness.1st:RACV00:162nd:BUDGET DIRECT00:203rd:YOUI00:21Longest:ALLIANZ03:16Car Insurance Sector Average01:07Call Centre Industry Average01:25
Car Insurance Sector Quarterly Trends - Key MetricsHow the Car Insurance Providers have performance across the three key metrics (from over 80 metrics we assess).
Car Insurance Sector Quarterly Trends - Accessibility MetricsForced Message Time is the time customers are forced to listen to any recorded messages in the menu (such as disclaimers). Total Menu time incoporates the time it takes customers to navigate and listen to all options prior to being placed in the queue. Wait time is the average wait time from the moment being placed into the queue until the time of answering by a live agent.
Car Insurance Providers Q3 2024
Car Insurance Providers Q2 2024
Q1 2024 Car Insurance
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