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Customer loyalty growing, survey shows

Nearly 78% of Australians stayed with the same general insurer when their policies were last due for renewal, up slightly from 79.9% in 2013, according to a Roy Morgan Research survey.

About 4.6% opted for a change, compared with 5.8% four years ago.

The researcher says it indicates customers are satisfied with their present insurers.

“It is worth noting that satisfaction with general insurance is closely associated with higher levels of loyalty, as shown by the fact the top performers for loyalty also have well above average satisfaction levels,” Industry Communications Director Norman Morris said.

“Retaining customers is therefore likely to be affected by more than price, but also by the many other factors that drive improvements in satisfaction.”

RACQ Insurance has the most loyal clients, with 85.2% renewing without checking out other insurers, followed by RACV (84.1%) and RAC WA (83.8%).

Suncorp Insurance is fourth with 82.9%, followed by sister brand Apia (80.3%), IAG-owned NRMA Insurance (79.1%), Suncorp’s AAMI (74.8%), Allianz (74%), Youi (70.6%) and QBE (70.4%).

Budget Direct is last of the 12 insurers surveyed on 63.3%, with GIO one place above it at 67.2%.

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