People in Australia might not believe it but the customer service Australia car insurance customers get is one of the best in world. How can this be you ask. Afterall, every week on 6:30pm TV, there is a horror car insurance story where some single mum or retiree gets ripped off by an insurance company. It seems never ending. Well, they have us all for fools because we’re right up there with the best of the best.
Why are we number one? Well, there are a few reasons why customer service is usually pretty good. Here are some of them.
Regulation: The Australian Federal Government has a lot of regulation over the insurance industry. They are pretty strict and provide customer service requirements an insurance company must comply to. There is also an insurance ombudsman’s office where people can voice their complaints against insurance companies for poor customer service or where you believe an outcome was unfair and you feel you have been ripped off or taken advantage of. They usually investigate issues if you push hard enough. These measures mean that insurance companies in Australia can’t get away with poor customer service or trying to exploit a customer.
Increasing Competition: Australia is seeing more competition in the insurance market. New products are being introduced and more companies to heading to the safety of Australia’s economy. The internet, although not to the extent of the USA or UK, is making it easier to compare insurance prices and then switch companies. The two biggest factors why a person switches company are service and price.
But many, as long as the price is within range, will go with a company renown for good customer service. One bad customer service experience can lose a business a number of paying customers and the insurance industry is no difference. Companies in Australia strive hard to keep customers happy and retain them. One bad experience and stats shows it take more than 5 years for a customer to return even if that company offers the best and cheapest product. Insurance is an expensive game and an angry customer could end up costing thousands in future sales.
So yes, Australian car insurance customers gets damn good service. If you have had a bad experience you can make a complaint several ways such as through a website or straight to the ombudsman. We’re a picky bunch in Australia and demand the best, it goes for sport, our best surfing spots, and from our car insurance companies.
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Dub Johnston is a respected authority on insurance topics and issues in Australia primarily issues that concern the consumer. He has written articles and consulted to several insurance websites is Australia and has his own Web Development and Media Business.