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RACT leads general insurance satisfaction

Source: Roy Morgan Single Source (Australia) March 2017 – February 2018, n = 40,363. Base: Australians 14+ who hold General Insurance Policies. *Satisfaction = % of customers who are very or fairly satisfied with their insurance company.
The Roy Morgan General Insurance Satisfaction report reveals RACT has the highest satisfaction levels within the general insurance industry.

In February 2018, 79.2% of Australians are satisfied with their general insurer, down 0.4% from the same time last year at 79.6%. 

The eight brands shown below in the chart exceed the average for customer satisfaction and rank as high as some of the top industries measured in Roy Morgan’s monthly Customer Satisfaction Awards.

Top Brands – General Insurance Satisfaction 

Source: Roy Morgan Single Source (Australia) March 2017 – February 2018, n = 40,363. Base: Australians 14+ who hold General Insurance Policies. *Satisfaction = % of customers who are very or fairly satisfied with their insurance company.

RACT leads for general insurance satisfaction at 93.5%, followed by Defence Service Homes Insurance (91.1%) and AMP (90.8%), all exceeding 90% satisfaction among their customers.

Norman Morris, Industry Communications Director, Roy Morgan, says:

“RACT retains its lead for satisfaction for general insurance customers, the reigning winners of the Roy Morgan Customer Satisfaction Award for the last three consecutive years. 

“The General Insurance Customer Satisfaction Report provides an independent and reliable measure of customer satisfaction for General Insurance. General Insurance satisfaction is placed in context with other industries across Australia. The March 2018 report will be available on the 30th April 2018.

“The report will include the latest 12 month ratings and trends in General Insurance satisfaction (overall and by brand), followed by detailed analysis by customer and market segments as well as dissatisfaction levels (danger zones).

“Satisfaction is then analysed in detail by customer and market segments (latest ratings and trended) overall and by brand. Customer satisfaction is one of the strongest non-financial performance research measures available to companies. This report allows companies to compare performance against their peers and benchmark against the best in their industry. 

“By segmenting satisfaction by customer and market segments they will also be able to pinpoint areas of excellence, and areas for improvement.”


For comments or more information please contact:
Suela Qemal, General Manager - Financial Services & Consulting
Office: +61 (3) 9629 6888
Suela.Qemal@roymorgan.com


About Roy Morgan

Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size

Percentage Estimate

40%-60%

25% or 75%

10% or 90%

5% or 95%

1,000

±3.0

±2.7

±1.9

±1.3

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2