Home & Contents Most Satisfied Customers

Compare Home & Contents Insurance in New Zealand at Canstar. FMG, AA Insurance, AMI, AMP, ANZ, ASB, BNZ, NZI, State, Tower, Westpac and Vero were compared on Overall Satisfaction, Communication, Comprehensiveness of Cover, Cost, Customer Service and Value for Money.

Rated brands

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Value for Money

Customer Service

Comprehensiveness of Cover

Cost

Communication

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*Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are sorted by the mean overall satisfaction score as rated by consumers. Canstar research finalised in July 2023, published in August 2023.
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Most Satisfied Customers Award | FMG

FMG rated number one for customer satisfaction

NZ’s Favourite Home & Contents Insurer: FMG

Congratulations to FMG, the winner of Canstar’s 2023 award for Most Satisfied Customers | Home and Contents Insurance.

This is the second year in a row that FMG has taken out our Customer Satisfaction Award, and the fourth time in five years the insurer has been rated the nation’s best by its customers.

And, once again, FMG heads our awards table with a near perfect set of scores: 5-Star perfection in all categories except one: a 4-Star rating for Cost.

It’s worth noting that out of the 12 insurers rated for this year’s award, FMG is the only provider to earn any 5-Star ratings at all.

How is Canstar’s award decided?

As part of our mission to inform consumers of the best NZ has to offer, each year we ask home and contents policy holders to rate their satisfaction with their insurers.

This year, Canstar canvassed the opinions of 2531 New Zealanders who pay for home and contents insurance, and asked them to rate their insurers across a range of categories, to measure and track their levels of customer satisfaction.

To decide which home and contents insurance provider offers the best level of customer satisfaction, each was rated across the following categories:

  • Overall Satisfaction
  • Communication
  • Comprehensiveness of Cover
  • Cost
  • Customer Service
  • Value for Money

The insurer that achieves the best Overall Satisfaction rating is then awarded our Most Satisfied Customers | Home and Contents Insurance Award.

And this year, yet again, the award goes to rural insurance specialists FMG.

What Kiwis Want From Their Insurers

While cost is always an important factor for consumers, a trend we’re seeing across all of Canstar’s ratings is an increased emphasis on Value for Money.

Reflecting this trend, this year, Value for Money (25%) is level with Customer Service (24%) as one of the two top factors driving insurance customers’ satisfaction levels with their providers.

Comprehensiveness of Cover, Cost and Communication are also equally important to consumers. As you can see from our breakdown of what’s most important for consumers when rating their insurance providers:

  • Value for Money: 25%
  • Customer Service: 24%
  • Comprehensiveness of Cover: 17%
  • Cost: 17%
  • Communication: 16%

What’s covered by FMG’s Home Policy?

FMG’s home insurance policy covers more than just your house. It also covers additional structures, including garages, sheds, gates, fences, patios and driveways. Benefits include:

  • Full coverage in the event of a natural disaster
  • Full coverage in the event of a terrorism attack
  • Fire-fighting equipment will be replenished, up to $5000
  • Limited cover of up to $5000 for gradual damage from leaking internal plumbing
  • Free replacement of locks and keys if they are damaged, lost, stolen or duplicated without your consent
  • Repair or replacement of retaining walls, up to $50,000
  • Removal of debris, up to $1000

FMG’s policy also automatically covers your legal liability for damage or loss you cause to someone else’s property, or accidental bodily injury to another person, at your section.

Optional benefits

You can choose to purchase any of the following optional benefits:

  • Financial cover for matching floor coverings
  • No excess fee for accidental breakage of glass and sanitary fixture claims
  • Financial cover for lifestyle block fencing, up to $5000
  • Repair or replacement of lifestyle block pumps and motors, up to $5000

What’s covered by FMG’s Contents Policy?

  • Hearing aids, glasses or dentures. Up to $5000, or higher agreed value for loss of hearing aids, prescription glasses and dentures
  • Cover for your legal liability for injury to others and loss of their property
  • If you can’t find a replacement item for a furniture pair or set, FMG will cover replacement of the full set
  • If you choose not to repair or replace a computer or cellphone, or if it is more than three years old, FMG will pay present day value up to $5000

The policy covers your personal effects if they’re damaged or destroyed, as well as covers your legal liability, including you as a tenant, if you accidentally damage someone else’s property, or injure somebody.

In the event FMG agrees your house cannot be lived in following a loss, it will pay up to $30,000 for temporary accommodation costs. If all your contents are destroyed, it will make an upfront $5000 advance payment within 48 hours of accepting your claim.

Optional benefits

You can choose to purchase of the following optional benefit:

  • Cover for up to $5000 for accidental loss for contents related to your lifestyle block operations, including machinery and equipment, stores and harvested product

What makes FMG’s home and contents policies different?

FMG’s rural focus extends to optional extras, which include lifestyle block fencing, pumps and motors, as well as matched floor coverings and excess-free glass repairs.

Wherever you live in New Zealand, if you’re not happy with your current provider and are looking for a new insurer that delivers great Customer Service and Value for Money, why not consider changing your policies to FMG, the winner of Canstar’s 2023 award for Most Satisfied Consumers | Home and Contents Insurance.

Types of insurance held

Home and Contents: 70%

Contents: 22%

Building Only: 8%

Average Monthly Spend: $147

Key statistics

Confident have enough home and contents insurance: 55%

Bundle insurance with same provider to lower premiums: 50%

Review level of home and contents cover every year: 41%

Worried insurance premiums will rise due to climate change: 36%

Pay insurance premiums yearly for the policy discounts: 31%

Increased excess to lower premiums: 17%

Will increase insurance due to climate change concerns: 6%

Canstar surveyed 5048 New Zealand consumers across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from respondents who pay premiums for home and contents insurance. In this case, 2531 New Zealanders. Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criterion.

The past winners from Canstar’s Most Satisfied Customers | Home & Contents Insurance ratings:

  • 2022: FMG
  • 2021: AA Insurance
  • 2020: FMG
  • 2019: FMG
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