Consumer NZ has announced the results of its annual insurance satisfaction survey, revealing that MAS (Medical Assurance Society) and FMG have emerged as the top insurers for customer satisfaction across the trifecta of car, house, and contents insurance.
Both companies have been awarded the Consumer’s People’s Choice accolade, highlighting their consistent performance in meeting customer expectations.
“This is the eighth consecutive year FMG has received the accolade, and customers have voted MAS for People’s Choice for nine consecutive years,” Jon Duffy, chief executive of Consumer NZ, said.
“Winning People’s Choice is no small feat. The fact these two providers have won People’s Choice across multiple insurance categories reflects their continued focus on customer satisfaction,” he added.
MAS achieved the highest overall satisfaction rating for house insurance, scoring 76%, while FMG led in contents insurance with a rating of 78%. In the car insurance category, both MAS and FMG secured the top positions, with satisfaction ratings of 81% and 79%, respectively.
When it comes to insurers falling short, major brands State and AMI, both owned by IAG New Zealand Ltd, received below-average scores for house and contents insurance. They also had significantly lower ratings in areas such as value for money, communication, customer support, and tailored advice.
When asked about the survey results for both State and AMI insurance, IAG’s executive general manager for consumer brands, Paula ter Brake, stated that the company regularly engages with customers to gain insights into their experiences.
“We listen, learn, and make changes based on what they tell us,” she said.
“We are committed to putting our customers at the centre of everything we do, and we are confident that our transformation journey, that is well underway, will continue to exceed the expectations of our customers,” she added.
Over 6,400 individuals participated in the Consumer NZ’s survey conducted in October 2024, which included Consumer NZ members, supporters, and a nationally representative sample of more than 1,500 New Zealanders.