#1
71.7%
Meets Standards Leads the sector for a sixth consecutive quarter
Independent mystery shopping · Updated quarterly
Australian Car Insurers Call Centre Rankings
Which car insurers win the customer on the phone?
Car insurance is easy to compare on price and hard to compare on anything else. The call is often the only preview of how a claim will be handled.
Every month, our mystery shoppers call Australia's car insurers as customers taking out a new policy or comparing cover. Nobody is told when we're calling.
Real calls, not surveysScored on 48+ measuresPublished quarterly
Leaderboard · Q3 2026
Which car insurers give customers the best call?
Ranked on Overall CX, which combines how easily callers get through with how well the conversation goes.
2nd
64.3%
Meets Standards Its best-ever Overall CX and a third consecutive gain
Accessibility72.8%
Agent Mastery60.7%
3rd
62.0%
Meets Standards From last to third
Accessibility67.0%
Agent Mastery59.9%
●●.●%
Lowest-ranked insurer
Who finished last this quarter?
Free subscribers see the lowest-ranked insurer, plus the weakest result on every measure in the report.
Where the leaders sit on the Contact Centre CX Standards
Every score falls into one of five bands. The car insurance average sits in Meets Standards, just above the all-industry average.
Poor · below 45%Below StandardMeetsExceedsOutstanding62.0%64.3%71.7%Car insurance average 61.0%All-industry 59.0%
62.0%64.3%71.7%Car insurance average 61.0%All-industry 59.0%Q3 2026 is the average of July, August and September. Shows a selection of the car insurers we benchmark, not every provider in the sector.
Contact Centre CX Quadrant
Easy to reach, or good on the call? The best are both.
The quadrant plots how easily a caller reaches a person (up) against how well the conversation is handled (across). The Best Practice corner needs 80% or more on both.
| Overall CX | |
| Accessibility | |
| Agent Mastery |
Hover over or tap a number, or a row in the list, to see the scores.
Top three
- 171.7% Access 67.1% · Mastery 73.7%
- 264.3% Access 72.8% · Mastery 60.7%
- 362.0% Access 67.0% · Mastery 59.9%
Lowest three
- 4Free with a subscription
- 5Free with a subscription
- 6Free with a subscription
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The full report goes insurer by insurer through what moved, and why.
- A scorecard of every headline measure
- Insurer-by-insurer stories
- Where callers are lost, minute by minute
- What unanswered sales calls could be costing you
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Q4 2026 report
October to December results are being assessed now.
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Against every sector we benchmark
Car insurance ranks 3rd of the 7 sectors we benchmark
Internet67.2%
Energy61.1%
Car Insurance61.0%
Councils60.2%
Education56.4%
Aged Care56.4%
Banks52.3%
All-industry 59.0%
The strongest conversations of any sector
Car insurance finished 2.0 points above the all-industry average of 59.0%, a tenth of a point behind energy.
Its Agent Mastery is the highest of any sector for a second consecutive quarter. Its Accessibility sits just below the all-industry average.
Compare all sectors →Where callers are lost
How long does it take a car insurance customer to reach a person?
Phone menu, recorded messages and the queue, from the moment the call connects.
FastestBudget Direct
2:15
Sector averageCar insurers
2:49
Slowest
Phone menuRecorded messagesWaiting for an agent
Includes calls that weren't answered, which count up to the ten-minute limit. Each part is averaged separately, so totals can differ by a second.
0:57Average wait in the queue, the biggest part of the journey
96.8%of calls answered within ten minutes, ▲ 1.6 pts on Q2
3.2phone menu layers on average before reaching the queue
How we measure
No surveys. No spin. Just real calls.
Our Australian-based mystery shoppers call as genuine new customers: taking out a new policy, or comparing cover before they switch.
Calls are placed on different days and at different times, without a policy number, so we measure what any member of the public gets.
Claims and existing-policy calls go to different teams, so they sit outside these rankings.
How a mystery-shop call works
Five moments we measure on every call
- 1
We call
A mystery shopper calls as a customer comparing cover, on a random day and time.
- 2
The phone menu
We time the menu and recorded messages, and count the layers before the queue.
- 3
The queue
We time the wait until a real person answers, up to a ten-minute limit.
- 4
The conversation
The agent is scored on Engage, Discover, Educate, Close and Impact.
- 5
The score
Every call is rated against the Contact Centre CX Standards, then averaged each quarter.
Measure 1
Accessibility
How easily a caller reaches a real person: the phone menu, how clear the options are, the wait, and whether the call is answered at all.
Measure 2
Agent Mastery
How well the conversation is handled once someone answers, across five competencies: Engage, Discover, Educate, Close and Impact.
The headline score
Overall CX
Both measures combined, with penalties when a call breaks down badly, so a serious failure can't be averaged away.
30% Access70% Agent Mastery
The five bands
- Outstanding 91% and above
- Exceeds Standards 76–90%
- Meets Standards 61–75%
- Below Standard 45–60%
- Poor below 45%
How we keep it fair: selection, scoring and sample
A cross-section, not a census
We benchmark a blend of major insurers, motoring-club brands and direct challengers, reflecting the range of experiences Australians have when they call.
The list grows over time, so a quarter's selection isn't a judgement on who matters in Australian car insurance.
No insurer can influence its result
Insurers aren't told when we call. Every one is scored the same way and published exactly as measured.
A score can't be bought, adjusted on request, or withdrawn.
One standard for every call
Every call is scored against the ACXPA Contact Centre CX Standards.
The same scorecard is used in every sector, every month.
A consistent sample, by design
This isn't a high-volume audit. We assess a consistent sample of calls to each insurer every month.
Customers judge an insurer on the call they made. A steady monthly sample shows whether that experience holds.
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- Lowest-ranked insurer
- The full CX Quadrant
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- New quarter alerts
Where to from here?
Two ways to go further
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- Measured on 48+ CX and operational measures
- Compared against five competitors you choose
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- A one-hour expert workshop on the findings
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Other sectors
How do other sectors answer the phone?
The same calls, the same scorecard and the same standard, across every sector we benchmark.
Call Centre RankingsAged CareView rankings →Call Centre RankingsBanksView rankings →Call Centre RankingsCouncilsView rankings →Call Centre RankingsEducationView rankings →Call Centre RankingsEnergy RetailersView rankings →Call Centre RankingsInternet RetailersView rankings →Not listed?Want your sector benchmarked?Add your sector →
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