We selected a range of major and challenger car insurers that reflect the experiences customers encounter when shopping for quotes, comparing coverage, or switching providers — focusing on brands that Australian households are most likely to consider during their decision-making process.
These insurers didn't pay to be included. We selected them to ensure the benchmarking captures real customer experience across familiar names — delivering the industry credible, independent data on what's driving conversion and where opportunities for improvement exist.
Every call is evaluated against the Australian Contact Centre CX Standards — a national framework assessing both Agent Mastery (conversation quality across Engage, Discover, Educate, Close and Impact) and Accessibility (how easily customers reach a real person). This ensures fair, transparent measurement across all providers.
We intentionally avoid large sample sizes because customers make decisions based on a single interaction, not averages. Our approach identifies consistent performance patterns — the kind that reveal themselves in 5 calls as clearly as they would in 50 — and delivers practical insight contact centres can act on immediately.
To maintain independence, we fund this public benchmarking entirely. For car insurers seeking more detailed analysis, our Car Insurance Sector Benchmarking Services offer confidential performance metrics, competitive comparisons, and strategic recommendations to strengthen quote handling, conversion rates, and overall customer experience.
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