2026 Australian Car Insurance Companies Call Centre Rankings

How the Mystery Shopping Calls are made to Australian Car Insurance Companies

Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for general car insurance enquiries, typically related to new car insurance policy enquiries.

Whilst there can always be some debate around sample sizes, ratios of FTEs to the customer base, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer.

Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect.

As we need to remain anonymous, the published results typically reflect the experience for new car insurance policy enquiries.

Existing customers with policy enquiries, claims, etc, may have a different experience, and unfortunately, we have no way of testing this without having an active insurance policy.

Australian Contact Centre Quality Standards

The Australian Car Insurance companies are assessed against the Australian Contact Centre Quality Standards, which we have refined for over 30 years and 50,000 calls.

The Quality Standards we use:

• Provide clear guidance on what is required to deliver a good customer experience via the contact centre regardless of size, sector, product or service.
• Uses scores that have a direct correlation to business outcomes - when businesses consistently achieve above 'Met Standards', there is a direct correlation to improved results however you measure them – Customer Satisfaction, Sales Conversions, Net Promoter Score (NPS), Customer Effort Score, improved efficiency, reduced AHT etc.
• Provide insights you can act on - there is no point having data for 'data's sake'. The whole idea of benchmarking and standards is to help you identify specific areas in which you excel and specific areas in which you need to work on to improve business outcomes. Our Standards enable you to hone in on over 80 different performance elements, ensuring no stone is left unturned!

Learn more about the Quality Standards >