Insurance provider satisfaction survey 2021
Which insurers provide the best service?
Our latest customer satisfaction survey shows a lacklustre performance from the insurance industry. Many of us are unimpressed by the service we’re getting. However, there are a few insurers that stand out for doing a decent job of keeping their customers happy.
Like last year, respondents with car insurance were more likely to be very satisfied with their insurer’s service (58 percent). Life insurers continue to do a poor job: just 27 percent of those with life cover were satisfied with the service they were getting.
About the survey
Our survey took place online in August and September 2021; 6111 Consumer NZ members and supporters participated. Insurers are those with 30 responses or more. Overall satisfaction shows the percentage who rated their insurer 8, 9 or 10 on a scale from 0 (very dissatisfied) to 10 (very satisfied).
House, contents and car
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Health insurance
Life insurance
Low standards
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