Canstar's 2026 Most Satisfied Customer Awards: Home 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 home 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
Queensland
South Australia
Victoria
Western Australia
About the winners
National & New South Wales
NAB
NAB scored highest on comprehensiveness of cover, value for money, and cost, and also performed strongly on customer service and communication.
We asked customers what made their experience a positive one:
- A simple sign-up process. Customers found signing up easy and straightforward, with some noting they set up their insurance through their home loan refinance or personal banker.
- Managing insurance alongside banking. A recurring theme among satisfied NAB customers was that having home insurance through their banking provider made it easy to manage everything in one place.
Victoria & Queensland
YOUI
YOUI has taken out Canstar's Most Satisfied Customers Award for Home Insurance in both Queensland and Victoria, scoring consistently across all factors in Queensland and leading on customer service, value for money, communication, and cost in Victoria.
We asked customers what made their experience a positive one:
- Helpful and responsive customer service. Staff were described as helpful, friendly, and easy to deal with, with several customers saying they felt treated like a real person.
- Competitive pricing. Pricing was a strong theme, with customers noting premiums were competitive for the coverage provided and commenting on a lack of hidden costs.
- A simple sign-up process. Getting set up was easy, with customers noting a straightforward process for getting a quote and discussing their policy.
South Australia
RAA
RAA has taken out Canstar's Most Satisfied Customers Award for Home Insurance in South Australia. RAA scored highest on comprehensiveness of cover, customer service, value for money, and communication.
We asked customers what made their experience a positive one:
- Helpful, friendly customer service. Customers described staff as friendly and willing to explain things when queried, with several noting the ability to visit a local branch and speak to someone directly.
- Discounts and multi-policy benefits. Customers liked having all their insurances in one place, with many commenting on fair premiums and discounts for holding multiple policies with RAA.
- A local, trusted provider. RAA customers frequently mentioned they appreciated dealing with a local provider, with many describing long-standing relationships with the company.
Western Australia
Commonwealth Bank
CommBank has taken out Canstar's Most Satisfied Customers Award for Home Insurance in Western Australia. CommBank scored highest on value for money and communication.
We asked customers what made their experience a positive one:
- Helpful and responsive customer service. Staff were described as responsive and easy to deal with, with some customers noting the ability to head into a branch when they needed face-to-face support.
- Managing insurance alongside banking. Customers commonly pointed to the convenience of managing their home insurance through their banking provider, allowing them to keep everything in one place.
About our research
We surveyed Australian home 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.
Customer service, comprehensiveness of cover, and value for money together accounted for over two thirds of the overall assessment. If you're choosing a home insurance provider, these are the factors that matter most to Australian customers.
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 · APIA · Australian Seniors Insurance Agency · Budget Direct · BUPA Insurance · Coles Insurance · Commonwealth Bank · Elders Insurance · Everyday Insurance from Woolworths · GIO · ING · NAB · NRMA Insurance · QBE · Qantas · RAA · RAC · RACQ · RACT · RACV · Suncorp Insurance · Westpac · YOUI
Home Insurance Claims Satisfaction
The experience of actually making a home insurance claim is different to the day-to-day experience of holding a policy. Canstar's Home Insurance Claims Satisfaction award is based on surveys of customers who have made a home 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.
Home Insurance Claims Satisfaction
About the winner
APIA
APIA has taken out Canstar's Most Satisfied Customers Award for Home Insurance Claims.
APIA scored strongly across the board, leading on communication, process, ease of claim, speed of initial response, and timeliness.
- An easy claims process. Customers described the experience of making a claim as straightforward, with several noting their claim was settled quickly.
- Friendly, helpful staff. Staff were described as friendly, helpful, and easy to deal with throughout the claims process.
About our research
We surveyed Australian home insurance customers who had made a claim in the last three years and asked them to rate their satisfaction with their brand across seven 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 · NRMA Insurance · RAC · RACQ · RACV · Suncorp
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.