Canstar's 2026 Most Satisfied Customer Awards: Car Insurance
About the awards
Canstar's Most Satisfied Customers Awards recognise brands that perform best in the areas that matter most to customers. We survey thousands of Aussies each year, asking them to rate the brands and services they use across key criteria like communication that keeps them informed and value for money.
These awards don't just look at one overall score. They assess how brands perform across specific factors that actually drive customer satisfaction, with each factor weighted based on its real impact. Our Research Team analyses this data to determine which brands are setting the benchmark for customer satisfaction.
Unlike our Expert Awards, which assess product value, this award is based entirely on the real-world experiences of everyday Australians.
We surveyed car insurance customers like you to find out which provider they're most satisfied with. Here's who came out on top in Canstar's Most Satisfied Customers Awards.
2026 Winners
National
New South Wales
Victoria
Queensland
South Australia
Western Australia
About the winners
National
Bupa
Bupa scored strongly across the board, including on value for money and comprehensiveness of cover — the two factors that carry the most weight for car insurance customers.
We also asked customers what made their experience a positive one:
- Discounts and pricing incentives. Multi-policy discounts and low-mileage pricing were a strong theme among Bupa customers.
- A trusted, established brand. Customers described Bupa as trustworthy and reliable, with many pointing to the confidence that comes from being insured by a well-known provider.
- Clear policy information. Policy information was described as transparent and clear, with straightforward pricing and coverage details.
New South Wales
ANZ
ANZ has taken out the award in New South Wales, scoring strongly across the board and leading on customer service and communication.
We also asked customers what made their experience a positive one:
- Flexible cover options. Customers were positive about the flexibility of their cover, noting clear and easy-to-understand options.
- A trusted, reliable brand. ANZ was described as trusted and reliable, with feedback pointing to the strength of the brand.
- A simple sign-up process. The sign-up process was found to be straightforward and easy.
Victoria
Commonwealth Bank
CommBank has taken out the award in Victoria, leading on value for money, communication, and cost, and finishing among the highest on comprehensiveness of cover and customer service.
We also asked customers what made their experience a positive one:
- A simple sign-up process. Customers found the process of getting set up easy and straightforward, particularly for those already banking with CommBank.
- Integration with banking. Customers noted the convenience of managing their car insurance through the CommBank app, alongside their other banking.
Queensland
Shannons
Shannons has taken out the award in Queensland, leading on comprehensiveness of cover, customer service, and communication.
We also asked customers what made their experience a positive one:
- Helpful and responsive customer service. Shannons was described as easy to deal with and talk to, with customers noting excellent service.
- Specialist cover for enthusiast vehicles. A standout for customers was Shannons' ability to insure classic, modified, and performance vehicles with agreed value cover.
- Competitive premiums. Fair pricing was a strong theme, with customers finding premiums competitive, even when insuring multiple vehicles.
South Australia & Western Australia
YOUI
YOUI has taken out Canstar's Most Satisfied Customers Award for Car Insurance in both South Australia and Western Australia. YOUI leads on value for money and cost in both states, and also scored highest on customer service in South Australia.
We also asked customers what made their experience a positive one:
- Competitive premiums. Customers found YOUI's pricing to be competitive, with some noting the provider's willingness to match or reduce premiums at renewal.
- Friendly, responsive customer service. Customers described call centre staff as among the best they've dealt with, noting a friendly and helpful approach.
- A simple sign-up process. Sign-up was considered easy and straightforward, with customers noting a quick and simple process to get set up.
About our research
We surveyed Australian car insurance customers and asked them to rate their satisfaction with their brand across five criteria.
Criteria assessed
The criteria we assess — and how much weight each one carries — are determined through statistical analysis of what actually drives customer satisfaction. This means the weightings reflect what genuinely matters to customers, based on data.
Car insurance is one of Australia's most price-checked products, yet cost carried the least weight in our assessment. What actually drives satisfaction is whether customers feel confident they're getting strong cover, good value, and have positive experiences when dealing with their insurance provider.
Brands considered for this award
To be eligible for this award, brands must meet a minimum sample size of 30 respondents, ensuring results are based on a meaningful volume of customer experiences. The following brands met this threshold and were assessed:
AAMI · Allianz Australia · ANZ · Australian Seniors Insurance Agency · Bingle · Budget Direct · BUPA Insurance · Coles Insurance · Commonwealth Bank · Everyday Insurance from Woolworths · ING · NAB · NRMA Insurance · Qantas · QBE · RACT · Shannons · Suncorp · Westpac · YOUI
Car Insurance Claims Satisfaction
The experience of actually making a car insurance claim is different to the day-to-day experience of holding a policy. Canstar's Car Insurance Claims Satisfaction award is based on surveys of customers who have made a car insurance claim in the past three years. We ask customers to rate their experience across criteria including communication, ease of claim, process, quality of repair or replacement, speed of response, and timeliness of the repair or replacement. This assessment is based on the claims experience itself (how the process was handled) rather than the outcome of the claim.
Car Insurance Claims Satisfaction
About the winner
APIA
APIA customers were the most satisfied of any provider when it came to communication, ease of claim, and timeliness. They also scored strongly on process and quality of repairs.
We asked customers what made their experience a positive one:
- An easy claims process. Customers described the process of lodging a claim as easy and straightforward, pointing to good service and assistance along the way.
- Friendly, professional staff. Staff were described as friendly, professional, and easy to talk to throughout the claims process.
- Turnaround time. Customers said their claims were handled efficiently, with some noting a quick process from lodgement through to completed repairs.
About our research
We surveyed Australian car insurance customers who had made a claim in the last three years and asked them to rate their satisfaction with their brand across six criteria.
Criteria assessed
The criteria we assess — and how much weight each one carries — are determined through statistical analysis of what actually drives customer satisfaction. This means the weightings reflect what genuinely matters to customers, based on data.
Brands considered for this award
To be eligible for this award, brands must meet a minimum sample size of 30 respondents, ensuring results are based on a meaningful volume of customer experiences. The following brands met this threshold and were assessed:
AAMI · Allianz Australia · APIA · Budget Direct · Commonwealth Bank · Everyday Insurance from Woolworths · GIO · NRMA Insurance · RAA · RAC · RACQ · RACV · Suncorp · YOUI
FAQs
Who decides the winners for Canstar's Star Ratings and Awards?
Canstar's expert researchers review the overall value offered by a provider for its products in a financial services category. We consider metrics such as price and costs against features and functionality, with all of the competitors in a category compared using Canstar's unique research methodology. The products or providers recognised as winners are those that offer the highest overall value proposition.
What other awards does Canstar give?
In addition to Canstar's Star Ratings that appear in our comparison tables, Canstar gives Outstanding Value Awards that identify providers with high-performing products. Separately, Canstar's Customer Satisfaction Awards reveal how content customers are with a particular financial institution or insurance provider.
What are Canstar's Outstanding Value Awards?
Canstar recognises financial institutions with annual Awards for outstanding value across a wide range of product categories. These Awards are given to the providers whose products are the strongest overall performers in our Star Ratings over the award period.
What are Canstar's Customer Satisfaction Awards?
Canstar's Customer Satisfaction Awards are for providers, recognising institutions with the most satisfied customers overall based on consumer surveys.
How does Canstar work out award-winning brands and providers?
Canstar compares over a thousand brands and products across multiple finance and household services categories, including banking, insurances, superannuation as well as energy and mobile. Each of Canstar's Star Ratings and Awards uses a unique methodology that is brought together by our expert Research team, with products analysed based on price and features. You can find out more about how Canstar's value-based rating system works.
Who do I contact for a media enquiry about Canstar's Star Ratings?
For media enquiries, commentary or analysis about Canstar's Star Ratings and Awards, including our Outstanding Value Awards or Customer Satisfaction Awards, please contact our Corporate Affairs team.