Southern Cross took out Best Travel Insurer, scoring an impressive 8.7 out of 10 thanks to its rating for great value, and putting it ahead of the average customer satisfaction score of 7.8.
The Awards, based on the reviews of nearly 10,000 insurance customers published on Mozo.com.au over the past 12 months, recognise the country’s best travel, car and home insurers and are unique in that they are based wholly on the feedback of real customers.
“A whopping 86% of Southern Cross Travel Insurance customers are fans of the brand, and it was one of only two insurers to not receive a single ‘fail’ (4 or less out of 10) rating,” said Mozo Director, Kirsty Lamont.
“Across all three categories, price seems to be the biggest driver of satisfaction, with those scoring the highest for price also scoring best overall.”
“Sixty eight per cent of us are fans of our insurer and the remaining 32% gave their insurer a fair or fail rating,” said Lamont.
|Mozo People’s Choice Insurance – Travel|
|Best Travel Insurer||Southern Cross Travel Insurance||8.7|
|Top 5 Travel Insurer||Travel Insurance Direct||8.4|
|Top 5 Travel Insurer||Cover-More Travel Insurance||8.2|
|Top 5 Travel Insurer||medibank||8.0|
|Top 5 Travel Insurer||Australia Post||7.9|
|Results based on the reviews of 9,926 insurance customers taken on Mozo.com.au between 3 Oct 2013 – 31 March 2015.|
Service also played an important role with many insurers tarnished due to poor claims handling.
“The biggest gripe among customers is the claims process, which is the real moment of truth for insurers, most negative reviews were related to refusal to pay claims, delays in claim payments and the attitude of staff,” said Lamont.
Overall, women were happier with their insurers than men. When it comes to service on car insurance, women scored their insurer 8.14, while men only scored a 7.74 and travel insurance also saw a gap between the genders.
Older customers were also happier with their insurer, those aged 55 and above were satisfied with all insurance categories.
Tasmanians and South Australians are the happiest with their insurer while Victorians and Queenslanders are the least happy states overall.