Need to know
- When it comes to choosing a home insurer, trustworthiness and reliability are key
- RACQ came out on top for customer experience, while Allianz received the best result for claims
- On average, nearly 75% of people plan to renew with the same insurer, but there are big differences between insurers
Home insurance protects you against loss or damage to your home and its contents. With floods, bushfires and other natural disasters becoming more common, it's essential to have a good policy for your home.
But home insurance can also be expensive, so you want to make sure your insurance meets your expectations.
When we asked over 1680 home insurance customers about their experience with their home insurer, we found that the large majority (62%) rated their insurer as above average or excellent. This is lower than it was when we last ran this survey in 2023, when 69% of participants rated their insurer above average or excellent.
On this page:
- Best insurer for customer experience
- Best value for money
- Most loyal customers
- Best for claims experience
Best insurer for customer experience
- RACQ had the best results, like they did last time we surveyed in 2023, with 39% of their customers rating them as excellent, another 52% rating them above average, and only 2% rating them as below average. None rated them as very poor.
- They were followed by RAA (SA), RAC (WA), RACV, and Coles. Youi and ANZ also placed above average for all insurers.
- CGU and Qantas are at the bottom of our list with more than 50% of their customers giving them an overall rating of average or below.
Best value for money
With over a third of insurers increasing prices by more than 15% in the last year, value for money is a key concern for consumers.
These insurers were rated 'above average' or 'excellent' value for money by the largest percentage of their customers:
- Coles (83%)
- RAA (70%)
- RACQ (70%)
- Youi (69%).
Qantas, ANZ, GIO, Apia, and NRMA came at the bottom of the table, with 55% or more of their customers rating them average or below.
Most loyal customers
While CHOICE always recommends that you get at least three quotes before renewing your home insurance, only just over half (52%) of our survey participants say they will 'probably' or 'definitely' shop around.
There are various reasons why someone might choose not to get new quotes each year – lack of time, for one. But we think the intention to renew with an insurer can also be taken as an indicator of customer satisfaction.
- RACQ, RAA, RACV, and CGU Insurance customers are the least likely to shop around, with fewer than 40% of their customers saying they'll either probably not or definitely not shop around.
- Budget Direct (63%), AAMI (63%), Everyday (Woolworths)(62%) and Coles (62%) customers are the most likely to shop around.
Almost half (44%) of our survey participants have been with their insurer for more than five years. The average length of time customers have been with their insurer is 6.5 years, but this varies a lot by brand.
- RAA, NRMA, RAC and RACQ's average customer has been with them for over 9 years.
- Only Youi, Budget Direct, ANZ, Everyday (Woolworths), and Qantas's average customer has been with them for less than 5 years.
Best for claims experience
Often, you'll only know how good your insurer is when you need to make a claim.
The large majority (88%) of survey respondents said a good reputation for claims service is a very or extremely important factor when choosing their home insurer.
When we asked people who'd had to make a claim about their experience, 62% rated their insurer's performance as 'above average' or 'excellent'.
- RACQ*, Coles, Everyday (Woolworths), RAC, NRMA, RACV, Suncorp, Apia*, and Youi* all had 65% or more customers who've claimed rating them above average or excellent.
- Interestingly, Everyday (Woolworth) and Youi* also had the highest proportion of customers rating them very poor or below average indicating a mixed experience by their customers
- CBA, ANZ, Allianz, GIO*, Budget Direct and Qantas were at the bottom with over 45% of their customers rating the claims experience as average, below average or poor.
* Results for RACQ, Youi, and GIO should be taken as indicative only as there were between 20 and 30 responses, whereas there were over 30 responses for all other insurers included in the table.
Most caring insurer
We asked respondents to rate their experience of feeling cared for as a customer.
- RAA (86%) and RACQ (83%) customers were most likely to feel that care was 'above average' or 'excellent'.
- Budget Direct (43%) and GIO (42%) came in at the bottom of the list.
How our survey was conducted
The CHOICE consumer insights team conducted a survey of 1682 policyholders of home insurance across Australia, carrying out fieldwork in March 2025.
They applied quotas for representation in each age group, gender and location to ensure there was coverage in each state and territory across metropolitan and regional areas. Only current customers gave ratings for specific insurers.
We're on your side
For more than 60 years, we've been making a difference for Australian consumers. In that time, we've never taken ads or sponsorship.
Instead we're funded by members who value expert reviews and independent product testing.
With no self-interest behind our advice, you don't just buy smarter, you get the answers that you need.
You know without hesitation what's safe for you and your family.
And you'll never be alone when something goes wrong or a business treats you unfairly.
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Stock images: Getty, unless otherwise stated.
