About Canstar's Most Satisfied Customers Removal Services Award
Canstar's Most Satisfied Customers Removal Services Award reveals the removal services brand that delivers the best consumer satisfaction to its customers.
We ask Kiwi households to rate their satisfaction with their choice of removal services by Overall Satisfaction, as well as important criteria such as Care Taken By Staff, Customer Service and Value for Money.
Numbers crunched by Canstar's researchers:
- 365 Customers Surveyed
- 8 Brands Assessed
- 4 Brands Shortlisted
- 1 Award Winner
The best removal services in NZ
The brands rated are listed below in order of best overall satisfaction.
1. New Zealand Movers
The inaugural winner of our Most Satisfied Customers Removal Services Award, back in 2021, this year New Zealand Movers is back on top of our award table.
And it's a well-deserved win, as New Zealand Movers achieves a top 5-Star rating across every one of our award categories, including Overall Satisfaction, Customer Service and Value for Money.
Notably, New Zealand Movers is the only removal company on our table to achieve any 5-Star ratings.
New Zealand Movers has been helping Kiwis move home for over 40 years, and is Kiwi owned and operated. It has regional offices in Auckland, Wellington, Christchurch and Dunedin, and works with a global network of partners in over 60 countries. In addition, the removalist also has 12 secure storage facilities, most of which are customs bonded and licensed transitional facilities.
New Zealand Movers' services include:
- Local & national moves
- Trans-Tasman & global relocations
- Local hourly rates
- Full-service apartment relocations
- Packing & storage services
- Insurance
- Vehicle shipping
- House cleaning
- Fast quotes for moving from or within Auckland, Wellington, Christchurch or Dunedin
- Pet transport
2. Crown Relocations
Crown Relocations is a member of the Crown Worldwide Group, a company that spans a global network of over 50 countries. Crown has office and warehouse facilities located in Auckland, Christchurch, Cromwell, Dunedin, Hamilton, Hawkes Bay, Nelson, Palmerston North, Queenstown, Tauranga, Wellington and Whangarei. From these locations it can service every part of the country.
Crown Relocations' services include:
- Local & national moves
- Trans-Tasman & global relocations
- Relocation services
- Business & office moves
- Packing & storage services
- Insurance
- Vehicle shipping
- High-value items
- Video-assessment/self-assessment & quotes
- Pet transport
3. Conroy Removals
Founded in Napier in 1972, Conroy has over 50 years of experience helping Kiwis move home. The removal firm has six offices around the country, in Auckland, Christchurch, Napier, Nelson, Tauranga and Wellington.
Conroy's services include:
- Local & national moves
- Local hourly rates
- Trans-Tasman & global relocations
- Business & office moves
- Packing & storage services
- Insurance
- Vehicle shipping
- Employee relocations
- Video-assessment/self-assessment & quotes
- Pet transport
4. Allied
Allied is an international brand and one of New Zealand's largest removal companies. It has 10 locations across the country and hundreds of offices around the globe. Allied's services cover residential and business customers and include:
- Local & national moves
- Trans-Tasman & global relocations
- Business & corporate moves
- Packing & storage services
- Insurance
- Vehicle shipping, including boats, bikes and caravans
- Cleaning services
- Pet transport
- Valet unpacking
- Handyman services
Other removal services brands
Not all removal service firms in the market qualify for our ratings (based on minimum survey sample size), but that doesn't mean they're not worth considering. Here are more popular removalist firms to check out before making a decision:
- NZ Van Lines
- The Moving Company
- World Moving and Storage
NZ Van Lines
For over 35 years, New Zealand Van Lines has been the the official transport company of the New Zealand Symphony Orchestra and the Royal New Zealand Ballet. It's also the preferred removal company of many government departments. 100% Kiwi owned and operated, it has branches and warehouse facilities in: Auckland, Blenheim, Christchurch, Dunedin, Hamilton, Invercargill, Nelson, New Plymouth, Palmerston North, Central Otago, Tauranga, Wellington and Whangarei.
New Zealand Van Lines's services include:
- Local & national moves
- Trans-Tasman & global relocations
- Door-to-door relocation services
- Business & office moves
- Packing & storage services
- Insurance
- Vehicle shipping
- Specialist packing
- Instant quotes
- Pet transport
The Moving Company
The Moving Company is a Kiwi company that was founded in Nelson in 1987. It has offices in Christchurch, Wellington, Tauranga, Hamilton and Auckland and provides removal and storage services across Aotearoa and to over 140 countries worldwide.
The Moving Company's services include:
- Local & national moves
- Trans-Tasman & global relocations
- Door-to-door relocation services
- Business & office moves
- Packing & storage services
- Insurance
- Vehicle shipping
- Specialist packing
- Immigration assistance
- Pet transport
World Moving & Storage
World Moving & Storage was established 20 years ago, and has branches in Auckland, Christchurch and Wellington. As the company's name suggests, it offers a range of moving and storage services, including:
- Local & national moves
- Trans-Tasman & global relocations
- Door-to-door relocation services
- Business & office moves
- Packing & storage services
- Insurance
- Vehicle shipping
- Specialised retirement moving service
Choosing the right removal services for you
Moving home is never easy. Indeed, over half the people in our awards survey (56%) say they find the whole process very stressful.
And that's why using a great removalist can help. A full door-to-door service – one that includes packing and unpacking, as well as looking after pets, insurance and even cleaning – can take all the worry out of a relocation.
Therefore, it's not surprising that Customer Service and Care Taken by Staff rate as highly as Value for Money when Kiwi consumers rate their removalist experiences.
Overall, 34% of those in our survey cite Customer Service as their No.1 concern when rating their removalist, and 30% rank Care Taken by Staff as their top concern, while 32% cite Value for Money.
When it comes to moving our cherished possessions, it's clear we're happy to pay for service excellence.
Overall, here's what the consumers in our survey say are their most important considerations when rating their choice of removal service:
- Customer Service: 34%
- Value for Money: 32%
- Care Taken By Staff: 30%
- Price: 2%
- Service Availability: 1%
Moving house checklist
If you're relocating, our handy checklist can help you plan your big move:
1. Do you need a removalist service?
When moving, you have two choices: moving your belongings yourself (perhaps with the help of friends or family), or finding a professional removalist.
If you need to hire a removal firm, Canstar Blue's 2024 Most Satisfied Customers | Removal Services Award is a great place to start your search for a removal company with great consumer reviews.
2. Collect packing boxes
Are you packing your household items yourself? If so, you'll need a supply of good-quality moving boxes and strong packing tape. Many removalists and storage facilities sell boxes and packaging materials, or you could ask for old cardboard boxes at your local supermarket.
3. Consolidate and pack
When you begin to pack, you may rediscover belongings you have long forgotten about. Think about whether you need to organise a skip bin to dispose of rubbish, arrange a garage sale for any sellable (but unwanted) items, or donate any unwanted items to charity.
When packing, make sure you use adequate padding for your fragile items. And double-check the weight limits of the boxes you are using. For example, don't pack a large box full of books, as it will become too heavy to lift.
Also, clearly marking which room a box is intended for can speed up the unpacking process at the other end.
Alternatively, many quality removal companies, such as those in our award ratings, offer packing/unpacking services.
4. Take care of outstanding bills
Double-check if you have any outstanding rates or utility bills. If possible, it's a good idea to pay them off before you move, and let your provider know you are moving. This will reduce the risk of losing paperwork or accidentally accruing late fees.
5. Disconnect and connect utilities
When you know your move-out date, you can arrange for your utilities to be disconnected at the house you are moving out of, and connected ready for your arrival at your new house. These include:
- Landline/broadband
- Gas
- Electricity
- Water
Sometimes, utility providers will require access to your new house, which may mean a delay in getting connected, so it could be worth ensuring you have a contingency plan in place. There's plenty of advice on Canstar Blue on choosing the best electricity and broadband providers.
6. Arrange cleaning
When it comes to cleaning a rental property, you have two choices:
- Doing it yourself
- Hiring professional cleaners.
Many cleaners specialise in helping people who are moving house. And for renters, they often guarantee their work to a standard that warrants full bond repayment. Of course, hiring a pro-cleaner is more expensive than the DIY option. Again, many removal companies also offer cleaning services to help smooth your move.
7. Consider insurance
Whether you are home owner or renting, it's always a good idea to organise insurance to protect your belongings in your new home.
Check with your current insurance provider to see whether your possessions are already covered when in transit.
If not, it's advisable to organise cover. Your current insurer will be able to help with that one. Alternatively, many removal companies offer their own insurance cover packages.
Transit insurance can help provide a level of financial cover for your possessions if they are damaged and/or lost while they are in transit to your new home.
8. Update your address details
Ensure you advise all your service providers of your new address, so your contact details are up to date. These include:
- Banks and any other financial institutions
- Tax and legal advisors
- Medical & dental practitioners
- Electoral Commission
- Clubs, associations and other groups
- Schools
- Any subscription services (e.g. magazines)
- Road authority
- Any online shopping websites you use, for example Trade Me or Amazon
9. Redirect your mail
Even if you are sure you have proactively updated your address with all your providers, it's surprising how much mail could still be sent to you at your previous home. By redirecting your mail for three months, you can see if there are any companies or friends and family who missed the memo. You can apply to redirect your mail on the New Zealand Post website.
10. Cancel any other regular deliveries
Do you have a newspaper delivered? How about groceries? Ensure you cancel any regular deliveries. Also remember to cancel any other household services you may use, such as a gardener or widow cleaner.
What is transit insurance?
Transit insurance can help provide a level of financial cover for your possessions if they are damaged and/or lost while they are in transit to your new home.
Transit insurance can be purchased as a standalone product from a specialist insurance provider, removalist or freight/shipping company. Some transit insurance policies may include similar coverage to a contents insurance or removalist insurance policy. However these are different types of insurance and should not be confused with each other.
What does transit insurance cover?
The cover provided by transit insurance differs depending on the policy. It may cover:
- Loss or damage to your goods during packing and unpacking
- Damage or loss to your goods while being loaded or unloaded
- Loss or damage to your goods while in transit (e.g. caused by road accidents, fires, derailment, theft, impact or malicious damage. Also the grounding of vessels, crashes and forced landings for aircraft)
- Damage or loss to your goods caused by removalist mishandling
- Incidental storage costs
- Alternative accommodation expenses, if required
The policy may be for international or domestic moves, based on your requirements.
How can you get transit insurance for moving house in NZ?
There are several options available for insuring your belongings during a move, including:
1 Contents insurance
Canstar Research found contents insurance policies differ when it comes to cover for your belongings in transit. Some insurers do provide a level of cover for your contents if damage or loss is caused by events such as fire, flood, theft or a road accident while a vehicle is carrying your items to your new home.
However, exclusions and conditions can apply to this type of cover. Some policies cover the items in transit, but not when they are being loaded and unloaded from the vehicle.
Other policies may not provide cover if you fail to let your provider know about your moving plans. Or if you use a removalist company that is not deemed professional.
There may also be an exemption if your belongings are stored in a facility. Some insurers may restrict transit coverage within its contents insurance policy altogether. Or will only provide this additional cover if you pay an extra premium.
As policies differ, it's recommended to read the Product Disclosure Statement (PDS) of your policy, or to contact your insurer directly to ask about your cover.
2 Removalist insurance
If your current contents policy does not provide cover for your belongings while they are being moved, check to see if insurance is available from your removalist. Removal companies are not legally required to have insurance to cover your belongings. If you decide to hire a removalist, research your options carefully and ask family and friends for recommendations.
3 Standalone transit or moving insurance
If you're not satisfied with the insurance cover on offer from your contents insurance provider. Or that offered by your removalist. There are some specialised moving and storage providers that offer transit/moving insurance.
The price of these policies will depend on a range of factors, including the value you place on your belongings and what circumstances you want covered. Before buying one of these policies, it's important to read the fine print. Ideally contact the provider directly to get a full understanding of the cover's inclusions and exclusions.
Which items are excluded from cover while being moved?
Some items are excluded from insurance cover while they are in transit. However the specific item exclusions will vary depending on your chosen insurance policy and policy provider.
Some contents insurance providers specify they will not cover for loss or damage in transit: cash, smart cards, phone cards, or documents able to be cashed or traded.
They will also not cover items that are excluded from cover under a contents policy. These items may include electricals (phones, laptops), building materials, business or trade stock, pets or animals, plants, trees and shrubs, chemicals, pesticides and firearms.
Some standalone transit or moving insurance providers also exclude particular items from cover or restrict the amount of cover on offer. For example, the PDS of one provider researched by Canstar specified it would not cover living plants, pets, cash, banknotes or jewellery. Another said it would not cover antiques, works of art, money, medals or jewellery unless they were specifically declared.
If you're looking to transport your pet to your new home, and you have a pet insurance policy, check whether that policy covers your pet for injury while travelling to your new address.
How much does transit insurance cost?
If you choose to purchase transit insurance through your removalist or as a standalone product, the costs for cover will differ depending on a number of factors. These include:
The level of cover chosen
Full transit insurance may cover for loss or damage to insured goods under all circumstances. Restricted cover may only insure items for loss or damage resulting from nominated events such as fire, flood or an accident on the road. Typically, full insurance cover costs more than restricted cover.
Full replacement or market value
You may be able to choose between covering items for their full replacement cost, or current market value. The market value option typically covers the replacement cost of items less a reasonable allowance for age, condition, and depreciation. Market value often carries a cheaper premium.
Types of belongings you are transporting
If you are moving fragile, breakable or high-value items (e.g. a piano or artwork), you may have to pay a higher premium.
Distance moved
Typically, those moving a greater distance can expect to pay higher premiums compared to those moving within the same city.
Method of transport
Some types of transport (such as via road) may carry higher risks than others (such as via sea or air), and may carry a higher premium as a result.
Excess applicable to the policy
The excess is the amount you need to pay the insurer when making a claim on your insurance. You may be able to adjust the excess amount when taking out your policy. Typically, the higher the excess chosen the lower your premiums. However, you will then need to pay more if you have to claim on your policy.
What if I'm moving overseas or back to NZ?
If you are relocating abroad or moving back to NZ from overseas, there may be transit insurance options available through your chosen shipping, freight or cargo company. Or from an insurance company that specialises in international transit cover. You can research your transit insurance options online, or talk to an insurance broker about the best policy to meet your needs and budget.
What about insurance once you are in your new home?
If you have an existing home and contents insurance policy, you'll need to contact your insurer to notify them you are moving. Discuss changes that need to be made to your insurance policy for your new home. For example, do you need to adjust the amount your property is insured for, and have purchased new furniture?
If you don't have home and contents insurance or are looking to review your cover, consider comparing your options and requesting quotes from a couple of providers.
Keep in mind that the cheapest policy may not always provide the cover you require. It's a good idea to read the PDS of any product before making a decision.
