Car Insurance – 2013 Ratings

You are viewing the archived 2013 ratings for car insurance. Go to the current car insurance ratings.

Hollow Star Rating Hollow star ratings are awarded where brands do not receive the minimum number of responses for that criteria, however achieve at least the minimum sample required for all other criteria.

AA Insurance charm car insurance customers for the third year running

Most Satisfied Customers - Car Insurance, New Zealand - 2013It’s impossible to know when you’ll fall into trouble on the road, but you can ensure you’re covered with a good value car insurance policy.

We compared the customer satisfaction levels of policy holders in our recent survey, so you can pick a brand that’s right for your driving style and needs. AA Insurance achieved our Most Satisfied Customers Award – Car Insurance for the third year in a row, managing to win this award ahead of ASB, BNZ, AMI Insurance, Vero, State, Westpac, Tower and NZI.

New Zealand drivers vigilant of car security

Four in five of our survey respondents practise proper car security by not regularly leaving valuable items inside their car. However, the percentage of younger drivers who leave items in their car is worryingly more significant at 34%.

Following a series of recent thefts from vehicles in New Zealand’s south island, senior members of the police have urged motorists to not leave items of value in plain sight, or even hidden in the glove box or under the seat. Thieves reportedly targeted items such as GPS navigators, laptops and iPods.

In other results, more than a third of our respondents told us their car insurer takes into account how and when they use their car, and adjusts fees accordingly. We also found that 92% of respondents consider their insurer to be easy to deal with.

Finally, we recorded a slight increase in the percentage of drivers who feel third party car insurance should be compulsory for all drivers: 95% this year, compared to 93% in our 2012 rating.

Canstar Blue commissions Research Now to survey 2,500 New Zealand consumers to measure and track customer satisfaction on a range of different consumer goods and services. The outcomes reported are the results from customers within the survey group who currently have an active car insurance policy in their name and pay the bills – in this case, 1,801 people. Brands must receive at least 30 responses to be included.

Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

AA Insurance achieved five stars for overall customer satisfaction in our 2013 car insurance ratings. ASB, Vero, AMI Insurance and State followed with four stars each, and BNZ, NZI, Westpac and Tower all finished with three.

Value for money

The Accident Compensation Corporation (ACC) is recommending changes to a levy that could mean savings of up to $92 for certain drivers – depending on the vehicle they own. While levies might become cheaper, finding a great value insurance policy will continue to be important. AA Insurance customers were most satisfied in this regard, with this brand receiving five stars for value for money. ASB, Vero, AMI Insurance, BNZ and Westpac received four stars each, and State, NZI and Tower all followed with three.

Claims process

How easy was it for customers to lodge a claim? NZI was ahead in this respect, having received five stars for how it processed customers’ claims. Next with four stars were AA Insurance, BNZ, AMI Insurance, State and Vero, then three star recipients ASB, Tower and Westpac.

Speed of response

Both AA Insurance and BNZ received five star ratings for how quickly they responded to customers’ claims. ASB, NZI, AMI Insurance, Vero, State and Tower all achieved four stars for their speed; Westpac finished with three.

Quality of service

ASB and AA Insurance customers were most satisfied with the quality of the service they received from their insurer. Each brand received a five star rating, and was followed by AMI Insurance and State with four stars apiece. Vero, NZI, Tower, BNZ and Westpac all received three stars in this area.

Clarity of policy

It’s important to understand the ins and outs of your insurance policy. ASB received five stars for the clarity of its car insurance policies; AA Insurance, BNZ, AMI Insurance, Vero, State, Westpac and Tower followed with four, and NZI finished with three.


AA Insurance and ASB achieved five stars for how well the insurer communicated with its customers. Following were four star recipients Vero, AMI Insurance, State and Westpac; and then three star achievers BNZ, Tower and NZI.