Car Insurance Most Satisfied Customers

Compare car insurance in New Zealand at Canstar Blue. State, AA Insurance, AMI, AMP, ANZ, ASB, BNZ, FMG, NZI, Tower, Vero and Westpac on Overall Satisfaction, Cost, Comprehensiveness of Cover, Communication, Customer Service, Ease of Claim and Value for Money.


*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 Blue research finalised in July 2021, published in September 2021.

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Most Satisfied Customers Award | State

State Car Insurance rated number one for customer satisfaction


State Car Insurance No.1 for Customer Satisfaction

When you get behind the wheel of your car, safety is always a concern. It’s why WOFs, road rules, seatbelts and airbags are all so important. You also need to feel reassured that if something does go wrong that your car insurance provider will have you covered.

Road accidents are stressfully enough on their own, without having to then contend with arduous claims procedures. Or, even worse, discover that your policy isn’t as comprehensive as you’d thought.

This is why finding the right car insurance company is so important. On Canstar’s website, it’s consistently one of our most searched and researched topics.

So as part of our mission to inform consumers of the best NZ has to offer, each year Canstar’s expert team researches and rewards the best car insurance providers in the market.

In addition to our own expert research, based on a detailed methodology, we also canvass ordinary Kiwi car insurance policy holders and award our Most Satisfied Customer Award | Car Insurance based on their experiences and satisfaction with their car insurance providers.

This year, we asked the opinions of 2510 New Zealanders who have a car insurance policy to rate their satisfaction with their provider across the following categories:

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

Coming out on top is State, the clear winner of Canstar Blue’s award for Most Satisfied Customers | Car Insurance.

State is the only provider in this year’s award to earn a top 5-Star rating for overall satisfaction. It’s a result achieved on the back of exemplary scores in all categories: a mix of 5-Star and 4-Star ratings across the board.

What Kiwis Want From Their Car Insurance

As the name suggests our Most Satisfied Customers Awards are all about happy customers. And when it comes to car insurance our research shows that it’s Customer Service, Communication and Comprehensiveness of Cover that are important for consumers. Overall these are more important for policyholders than value for money and cost.

Overall, the main drivers of satisfaction are:

What State Offers Kiwi Consumers

State offers three levels of car insurance cover:

Car Comprehensive

Full cover for accidental loss or damage to your car as well as accidental damage to someone else’s car.

The policy includes:

  • Accidental loss or damage to your car
  • Repairs carried out by any repair service nationwide
  • Guarantee on all repairs by our approved repairer network
  • Up to $300 to replace your keys and locks
  • Legal liability protection for damage and injury you cause
  • Medical expenses up to $500 in the event of an accident
  • Transport and towing expenses

Option extras include: Roadside rescue, windscreen and glass cover, car hire.

Car Third Party, Fire and Theft

Cover for loss or damage to your car from fire or theft, plus accidental damage to someone else’s car.

The policy includes:

  • Loss or damage to your car caused by fire or theft
  • Guarantee on all repairs by our approved repairer network
  • Legal liability protection for damage you cause
  • Damage caused by uninsured drivers
  • Towing costs
  • Clearing costs for removing accident debris from road

Option extras include: Roadside rescue, windscreen and glass cover, car hire.

Car Third Party Only

  • Cover for accidental damage to someone else’s car.
  • The policy includes:
  • Legal liability protection for damage you cause
  • Damage caused by uninsured drivers
  • Towing costs
  • Clearing costs for removing accident debris from road

Option extras include: Roadside rescue, windscreen and glass cover, car hire.

Reasons to choose state also include discounts for online and applications and Flybuys rewards: 1 Flybuys for every $25 of premium paid. So if you want a great deal in car insurance from a provider that comes with customer satisfaction guaranteed, look no further than State, the winner of Canstar’s 2021 award for Most Satisfied Customer Award | Car Insurance.

Canstar Blue surveyed 5000 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 for a car insurance policy. In this case, 2510 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 criteria.



Car Insurance 2019


About Car Insurance

Key Statistics

Third party car insurance should be compulsory: 70%

I know what my car insurance covers: 53%

I’m regularly frightened by the way other road users drive: 45%

I have my home and car insurance with the same provider to get a discount: 45%

There should be stronger penalties for people who cause serious accidents: 39%

I pay my insurance in instalments to manage the cost: 37%

There should be tougher penalties for speeding: 34%

Car insurance premiums should be based on usage: 26%

I actively seek out cheaper car insurance: 18%

I’ve reduced my cover in order to reduce my premiums: 10%

I’ve had valuable items stolen from my vehicle: 11%

I’ve been involved in an accident with an uninsured driver: 11%

Type of cover

Comprehensive: 83%

Third-party fire and theft: 14%

Third-party property damage: 6%

None: 3%

Claimed on car insurance

Yes: 61%

No: 37%

Reason for claim

Accident: 39%

Damage to car: 47%

Theft from car: 3%

Theft of car: 3%

Renewed policy after claim

Yes: 94%

No: 6%

If not, reason for not renewing

No longer had the car: 23%

Dissatisfied with claims process: 18%

Premium increase: 17%

Insurer opted not to renew: 7%

Another reason: 35%

Premium payment frequency:

Monthly: 35%

Annually: 34%

Fortnightly: 23%

Quarterly: 4%

With so many car insurance policies on the market, it’s easy to get confused about what they do and don’t offer. Although policies offered by different car insurers will vary, the types of car insurance can be boiled down to three levels of cover.

  • Third party insurance: The most basic type of insurance, it covers all or part of your legal liability if you harm another person or damage their property. You will not be covered for damage to your own vehicle.
  • Third party, fire & theft cover: This is the same kind of insurance as standard third party, with additional cover for fire damage and theft. Some insurance companies will have policies that also cover damage caused by natural disasters.
  • Comprehensive insurance: This is the highest level of car insurance, covering you for almost anything that could happen on the road, or by the side of it. If you damage yours or another person’s property, you won’t be required to pay the full amount for repairs – only the pre-agreed excess amount.

Glossary of terms

Please note that these are a general explanation of the meaning of terms used in relation to car insurance. Your insurance provider may use different wording and you should read the terms and conditions of your insurance policy carefully to understand what you are and are not covered for. Refer to the product disclosure statement (PDS) from your provider.

Account-keeping fee / Ongoing fee: A monthly account-keeping fee that is charged by the lender to cover the administration cost of maintaining your policy. Alternatively, you may be charged an annual fee rather than an ongoing account-keeping fee.

Anti-lock braking system (ABS):  A safety system that stops the wheels from locking up when you brake, which decreases the risk of skidding. Also known as an anti-skid brake system.

Agreed value: The sum for which your car is insured, which has been fixed by agreement between the insurer and the car owner. The option for your sum insured is to insure your car for the market value (see ‘Market value’ below).

Comprehensive: The highest level of insurance policy, which covers your car for damage to other people, damage to the property of others, damage to your own car if it is damaged or lost because of fire or theft, and accidental damage to your own car, regardless of who caused the damage. Comprehensive car insurance also has a range of optional extras, including complimentary replacement vehicles while you can’t drive your own car, and no-excess windscreen replacement if you have a crash.

Compulsory Third Party (CTP): A compulsory insurance policy that covers you if you injure or kill someone in a motor vehicle accident. The specific conditions on this type of insurance are different from state to state, but it is compulsory to hold CTP in order to register your vehicle.

Excess: The excess is an amount that you pay towards the cost of your claim. Different excesses might apply to different types of claim, so you should check your policy for details. You may be able to pay a lower premium if you have a higher excess, but you need to be sure that you could afford to pay the excess unexpectedly in an emergency.

Exclusions: Anything that is not covered by your policy. Exclusions may vary between insurance providers, but find out the common exclusions here.

Forced entry: Illegal entry into your car which includes illegally using keys or picking locks. It does not include entering your car through an unlocked door, window, or skylight.

Inclusions: Anything that is covered by your policy. When a particular event is listed as being included in your policy, the insurer will cover the whole expense or a listed percentage of the cost involved.

Market value: What your car would be worth on the market, or it would cost to replace your vehicle with one of the same make, model, age, and condition as your vehicle was in before the loss or damage. This is one option for your sum insured; the other option is to insure your car for an agreed amount (see ‘Agreed value’ above).

No claim bonus: A discount on your premium for drivers who have not made any claims so far on their insurance. Some insurance providers have a ‘protected no claim bonus option’, where they will let you keep your no claim bonus after you make your first claim in any one period of insurance, under certain conditions.

Nominated driver: When you sign up for insurance, you must advise the insurer who will be listed on your policy as being allowed to drive your car (usually yourself and someone else). These people are the nominated drivers. Other people who drive your car but are not nominated drivers would be required to pay an additional excess if they were in an accident while driving your car.

Premium: The premium is the amount you pay for the cover your insurance policy provides, and may be paid once annually or more frequently (e.g. monthly, fortnightly). Your premium must be paid on time for your car to remain covered.

Third Party Property: This is an insurance policy that covers the cost to repair damage caused by your car to other people’s property. It will also cover your legal costs if they sue you over that damage.

Third Party, Fire and Theft: This is an insurance policy that covers damage to the property of others, and some limited cover for your own car if it is damaged or lost because of fire or theft.

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