superseded - canstarcar insurance segment, yet our survey showed they were overtaken and left eating...

YOUR GUIDE TO PRODUCT EXCELLENCE

Floods, cyclones, hail, bushfires, you name it, we’ve experienced it, and more than just a few motorists have emerged from the recent weather disasters with damaged cars. These have ranged from driveable to barely recognizable and guesstimates say there are 6,000 flood-damaged vehicles in Queensland alone, with Victoria expected to add to that figure. While it’s hard to pin down exact numbers of vehicles that were deluged in the recent wild weather, we are seeing a flood (pardon the pun) of damaged vehicle auctions turning over repairable write offs and just plain write offs. As car insurers process the claims we can expect to see a short term spike in car sales, as owners replace their damaged vehicles. This will naturally trickle down to the car insurance industry, although logic dictates that these numbers will be replacement business only and not new business. The willingness or otherwise of insurers to pay out home and contents policies in the wake of the flood disaster that emanated in Queensland has been a hot topic of media discussion, mainly centred around the insurer’s varying definitions of ‘flood’. Is it the same situation for cars? Thankfully, there is no such hassle for motorists. If your car is comprehensively insured, you are covered for any damage incurred through storm, flooding or hail. HOW DOES YOUR CAR INSURER RATE?

ussies love their cars and this has spawned hefty competition in the car insurance industry. We’ve

seen new insurers, new products and new retail channels in the market since our last star ratings report 12 months ago. Expanding from a one-size-fits-all base, car insurance is

becoming increasingly more specialized. There are companies that now target gender, mature age motorists, low kilometre drivers, online shoppers and vintage cars, to name a few. This makes the task of comparing car insurers onerous which is why the CANSTAR CANNEX star ratings report is so valuable. In order to guide you towards the car insurer that offers outstanding value across Australia and also in your particular driver profile in your home state, we shadow

A

IN THIS REPORT: We research & rate 47 car insurance policies from 35 institutions to determine the car insurers offering outstanding value.

We also look at how the claims service stacks up, with our second award in this area reflecting the results of our driver survey.

Report No. 5 March 2011

DROWNED CARS CASUALTY OF

WILD WEATHER

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This report is no longer current. Please refer to the CANSTAR website for the most recent star ratings report on this topic.

YOUR GUIDE TO PRODUCT EXCELLENCE 2

shopped over 15,000 online and phone quotes across 35 insurers offering 47 car insurance products. The scope of our comparative research goes way beyond what ordinary motorists could achieve, should they have the desire to do so. Our results show that the intensifying competition in the car insurance space is now affecting premium costs for the better. Insurers seem to be sharpening their pencils to attract new business and retain existing customers . Only by shopping around using a short list of CANSTAR CANNEX star rated products will you determine the right insurance at the right price for you. In the past we have noted renewals for current customers can be more expensive than quotes for new customers from the same company. However there has been a switch around thanks to the competition in the market place. This means the best deal available for you may well be with the same insurer but you should know this for certain. HOW GOOD IS THE CLAIMS SERVICE?

he majority of motorists know that there’s more to

car insurance than just price. The test of a good policy is at claim time. What kind of experience

you have during the claims process will leave you either full of praise or poison. It’s only when you have a prang

that drivers discover their insurers are true to their word or fall short in the area of claims. The methodology we use to rate car insurance captures price and features but we have also built claims into the rating. To enhance the value of the car insurance star

ratings to motorists, CANSTAR CANNEX has undertaken a separate consumer study to ascertain the level of claims service provided by the insurer, and used the outcomes in its rating.

We asked 3,000 motorists whether they had made a car insurance claim in the last three years. If they had we asked them about their overall claims experience including factors such as the ease of the claims lodgement process, speed of response, quality and timeliness of the repair and how well the insurer communicated with them during the process. Finally we asked how satisfied they were with their claims experience and their likelihood of renewing with their current insurer. WHAT WE FOUND

verall, in excess of one in three drivers, or 34.07% of those surveyed, had made a claim in the last three years. That’s a lot of people road

testing the service provided by our insurers. By gender, males account for over half the number of claims made across the board, with female drivers making up the remaining 48.04%.

Gender % Claim

Male 51.96%

Female 48.04%

Of those drivers that made car insurance claims, Victorians were the highest proportion of drivers in our sample, only just pipping New South Wales. In fact the eastern seaboard states all recorded double digit percentages – 29.86% VIC, 28.90% NSW and 17.61% QLD. This is to be expected as it is in line with all the eastern states’ high population figures and new car sales data

from the ABS per state.

LOCATION % Claim

VIC 29.86%

NSW 28.90%

QLD 17.61%

WA 10.33%

SA 8.23%

TAS 2.68%

NT 2.39%

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YOUTH OVERTAKEN FOR POLE POSITION

oung drivers under 24 are commonly thought to be the most risky

car insurance segment, yet our survey showed they were overtaken and left eating dust by drivers in the 25-29 year old bracket. The younger drivers under 20 fared best with just 2% making a claim on their car insurance. The low figure here may well reflect higher excesses for the young and a lower incidence of comprehensive cover leading to

fewer claims. Or it could show drivers are getting their license at a later age. As newly-licensed drivers moved up into the higher age brackets, however, their chances of making a claim on their car insurance skyrocketed. A grey hair’s breadth

away were the “oldies”, those aged 60 and over. It is interesting to note the correlation with life stages that drivers often morph into – newly-licensed, careful driver bullet-proof hot car driver sensible family driver experienced mid-life driver grey nomad travellers

HOW DID THE CAR INSURERS FARE?

he results of our survey tell us that the majority of motorists are happy with the entire claims and repair process they received from their car insurers.

We asked survey respondents to rate their satisfaction on a scale of 1-5, from very dissatisfied to very satisfied. The graph below shows 74.55% of respondents were either satisfied or very satisfied with the overall claims experience. A good result for insurers but there is also room for improvement with 25.45% less than satisfied.

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Source: CANSTAR CANNEX 2010 Customer claims satisfaction survey


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And while the industry scores overall were positive there were some standout performers when comparing individual insurers, with APIA and Suncorp clearly impressing their customers.

RENEW OR SWITCH?

he great majority of those surveyed by CANSTAR CANNEX told us they were happy with their car insurance company after making a claim and were not looking around to switch insurers. This must be a satisfying result for the insurance industry, as 80.57% of customers we surveyed intended to remain loyal to their insurers. Only

15.41% of customers were unhappy with their claims experience and planned to shop around and switch car insurers. DRIVER SATISFACTION LEVELS

or most of us, car insurance is a grudge purchase. We’d much rather avoid the yearly premium expense,

yet we want protection from loss if our four (or two) wheeled asset is damaged or stolen. If you’ve been lucky enough not to have made a car

insurance claim, there’s always that nagging doubt in your

mind that your insurer will do the right thing when called upon. Our survey has shown overwhelmingly that most drivers are satisfied, and indeed full of praise, for their insurers when they have had to make a claim. However, when things were not up to scratch (pardon the pun) respondents repeatedly mentioned repairers and problems encountered with them. The main issues appeared to be either shoddy workmanship or unreliable completion times. We also noted significant feedback about the inconvenient locations of insurance companies’ assessment and repair centres. While dealings with the insurance company itself can be positive, this can be quickly eroded by the smash repairers the company chooses to put its business through. No doubt it is an issue of continual frustration for insurance companies as well as their customers. Our results show only a minority would not recommend their insurer to family and friends, and only a minority is actively switching to another company after their claims experience.

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F BOUQUETS “Immediate response, good communication, valet service and good choice of repairer” “Best customer service, they gave us more than they had to under the policy agreement” “Quick, paperless claim” “Expected the whole process to take a lot longer” “The next day after the car was assessed I received three phone calls from them” “They explained the whole process to me and answered my questions without making me feel stupid” “Very quick response and I had a choice of repairer” “Got the money the same day I submitted my claim” “Consultant was helpful and speed of service was great” “Contact was personalized. They did what they said they would.”


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This is positive news for an industry much maligned and shows how competitive policies are. Still on the positive side, we noted a common thread among survey comments. Friendly, courteous claims service is rated highly by drivers. This is particularly important as, in many cases, drivers can be quite stressed after a crash. Even in cases of customers being, by their own admission, abrupt and a little rude because of stress, all reported efficient, professional service by insurance staff who were sympathetic and helpful. Warm, personal treatment that made customers feel valued was another feature that attracted favourable comment. Car insurance companies in Australia are to be congratulated for consistently providing this high level of service. SUNCORP’S BACK-TO-BACK WIN

ast year, CANSTAR CANNEX named Suncorp as the car insurer who stood out in all the all-important areas of claims experience. This year, the company has proved it was no

fluke and we are pleased to again award Suncorp five stars for Outstanding Claims Service. This is quite a coup, as we took into account both the claims features offered by insurers, as well as well as the feedback received in our claims survey. The best combination of product features and actual responses by real people rating their claims experience dictated the winner. Congratulations go to this year’s winner, Suncorp. HIGH PROFILE INSURERS DO IT AGAIN In a further show of car insurance strength, AAMI and Budget Direct have repeated their results from last year’s star ratings report and claimed the top position as the car insurers offering outstanding value across Australia. The overall national winners are judged based on the combination of consumer reach and the sum of points scored by individual products of the company across all profiles and states. CANSTAR CANNEX usually recognises three national awards in award winners. But this year since there was a significant

L

BRICKBATS “The claim took too long to process” “The only negative experience was the repairer, not the insurer” “Miscommunication and problems with the other party’s insurance company” “The repairer was terrible – slow, dishonest and poor workmanship” “The response was slow with a lot of paperwork involved in making a claim” “Recommended repairer was no better than a backyard Joe. My paint was a different shade and they didn’t put the badge back on the car” “We had to argue to have the car fixed after hail damage” “Took too long – repairer on holidays” “It would have been better if the repairer made the car look like it did before the accident” “I was unhappy with the contractor they selected. He had to re-paint the car – the colour did not match”

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score difference between second and third place, we have only awarded two national winners in 2011. Both companies won this award last year and indeed Budget Direct looks to be setting some sort of record by being named in the top three national car insurers since CANSTAR CANNEX began rating this insurance sector in September 2007. This certainly is a major achievement considering the intense competition in this market. The individual state results dictate our usual practice of naming not one but three companies who provide top value Australia-wide. This year, however, AAMI and Budget Direct pulled away from the pack, thanks largely to a mix of product features and cost. Breaking down insurers at a state level, AAMI and Budget Direct blitzed the country, taking out top honours in New South Wales, Victoria, Tasmania and Western Australia. In Queensland, AAMI partnered with NRMA to win the five-star rating, while Budget Direct shared South Australia with Allianz. AAMI and Budget Direct are to be congratulated for their unwavering commitment to Australian motorists by taking out back-to-back national awards given by CANSTAR CANNEX.

State Awards

NSW AAMI & Budget Direct

QLD NRMA & AAMI

VIC AAMI & Budget Direct

WA AAMI & Budget Direct

SA Budget Direct & Allianz

TAS Budget Direct & AAMI

COMPETITION DENTS PREMIUMS

he fierce competition in the Australian car insurance market appears to be paying dividends for motorists. In order to do this annual comparison we obtain more than 15,000 quotes from 6 postcodes in every state. We research 4 capital city and 2 regional postcodes and we change our postcodes each year to ensure a good representation of

risks in each state. So while our research is very insightful, it should be considered as indicative only. Our research shows the majority of motorists are now paying less to insure their cars than they were 12 months ago, and confirms that the intense competition we are seeing on our TV screens is having an impact. This is a breath of fresh air considering just about every other service we rely on in life is escalating in cost. Our figures show an overall national average decrease of 5.06% in new premiums. Looking at the graph below, Western Australia and Tasmania are the only states we have noticed an increase in average new premium – by 4.55% and 2.46% respectively. All eastern seaboard states plus South Australia have shown a drop in new premiums, South Australian being the most dramatic at 8.77 %. This new development is not a result of insurance companies posting fewer claims than ever before. It has to be a planned attack to gain new market share in either the general car insurance space or specialized sectors such as low-kilometre drivers, online shoppers etc. This competition for your business also appears to be spilling over to the renewals sector. Once upon a time it was quite common for policy renewals to be more expensive than the price a new customer would be quoted for the same thing. From an existing customer’s point of view, this was irritating, to say the least. However, the practice seems to have been shelved by many insurers, fearful that shopping around and switching by existing customers will negatively affect their market share. Who knows how long this will last but motorists are urged to double check their renewal slips to make sure they are still getting the best deal on their car insurance. If not, there are plenty of good providers out there and using the CANSTAR CANNEX car insurance star ratings report will be a huge help in tracking down the right product for your driving profile and place of residence.

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Source: Canstar Cannex February 2011

COPYRIGHT© CANSTAR CANNEX Pty Ltd ABN 21 053 646 165, 2008. The recipient must not reproduce or transmit to third parties the whole or any part of this work, whether attributed to CANSTAR CANNEX or not, unless with prior written permission from CANSTAR CANNEX, which if provided, may be provided on conditions. DISCLAIMER To the extent that any CANSTAR CANNEX data, ratings or commentary constitutes general advice, this advice has been prepared by CANSTAR CANNEX Pty Ltd ABN 21 053 646 165 AFSL 312804 and does not take into account your individual investment objectives, financial circumstances or needs. Information provided does not constitute financial, taxation or other professional advice and should not be relied upon as such. CANSTAR CANNEX recommends that, before you make any financial decision, you seek professional advice from a suitably qualified adviser. A Product Disclosure Statement relating to the product should also be obtained and considered before making any decision about whether to acquire the product. CANSTAR CANNEX acknowledges that past performance is not a reliable indicator of future performance. Please refer to CANSTAR CANNEX’s FSG for more information at www.canstarcannex.com.au.

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http://www.canstarcannex.com.au/

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Car replaced if written off

Drivers 30-59 yrs - New South Wales

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««««1st for Women - Comprehensive Either 12 m AUSTRALIA POST - COMPREHENSIVE Either 12 m Budget Direct - Comprehensive Either 12 m GE Money - Comprehensive Either 12 m Real Insurance - Motor Vehicle Insurance Agreed 1 y Virgin Money - Comprehensive (Standard) Either 12 m

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your guide to product excellence

car insurance star ratings 2011 - page 1Report Date: February 2011

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Executive car drivers - Victoria


««««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y St George Bank - Comprehensive Either 3 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Virgin Money - Comprehensive (Standard) Either 12 m

«««ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y Budget Direct - Comprehensive Either 12 m cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m RACV - Comprehensive Car Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y Suncorp Bank - Comprehensive Cover Either 2 y Westpac - Comprehensive Insurance Either 2 y



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Executive car drivers - Western Australia

«««««AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ibuyeco - Comprehensive Car Either 12 m

««««1st for Women - Comprehensive Either 12 m Budget Direct - Comprehensive Either 12 m Commonwealth Bank - Comprehensive Cover Either 2 y Real Insurance - Motor Vehicle Insurance Agreed 1 y Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y HBF Financial Services - COMPREHENSIVE Agreed 24 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m SGIO - Comprehensive Either 24 m St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Family with young drivers - New South Wales

«««««AAMI - Comprehensive Car Agreed 24 m Ozicare - Comprehensive Either 12 m

««««Budget Direct - Comprehensive Either 12 m ibuyeco - Comprehensive Car Either 12 m Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Family with young drivers - Queensland


««««Budget Direct - Comprehensive Either 12 m Ozicare - Comprehensive Either 12 m Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m RACQ - Comprehensive Motor Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Family with young drivers - South Australia

«««««Ozicare - Comprehensive Either 12 m Virgin Money - Comprehensive (Standard) Either 12 m

««««1st for Women - Comprehensive Either 12 m AUSTRALIA POST - COMPREHENSIVE Either 12 m Budget Direct - Comprehensive Either 12 m GE Money - Comprehensive Either 12 m ibuyeco - Comprehensive Car Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y Bendigo Bank - Comprehensive Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m RAA - Comprehensive Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y SGIC - Comprehensive Either 24 m St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Family with young drivers - Tasmania


««««cashback - Accelerator Either 12 m Ozicare - Comprehensive Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m ibuyeco - Comprehensive Car Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y St George Bank - Comprehensive Either 3 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Family with young drivers - Victoria

«««««AAMI - Comprehensive Car Agreed 24 m ibuyeco - Comprehensive Car Either 12 m Ozicare - Comprehensive Either 12 m

««««Budget Direct - Comprehensive Either 12 m Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m RACV - Comprehensive Car Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Family with young drivers - Western Australia

«««««AAMI - Comprehensive Car Agreed 24 m Ozicare - Comprehensive Either 12 m

««««Budget Direct - Comprehensive Either 12 m Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y HBF Financial Services - COMPREHENSIVE Agreed 24 m ibuyeco - Comprehensive Car Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y SGIO - Comprehensive Either 24 m St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Low kilometre drivers - New South Wales

«««««AAMI - Comprehensive Car Agreed 24 m ibuyeco - Comprehensive Low Km Either 12 m


«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Low Km Either 3 y AON - Comprehensive Low Km Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Low Km Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Low Km Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Low Km Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m Real Insurance - Pay As You Drive Agreed 1 y St George Bank - Comprehensive Low Km Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Low Km Either 2 y



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Low kilometre drivers - Queensland

«««««Real Insurance - Pay As You Drive Agreed 1 y

««««ibuyeco - Comprehensive Low Km Either 12 m St George Bank - Comprehensive Low Km Either 3 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Low Km Either 3 y AON - Comprehensive Low Km Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Low Km Either 3 y Budget Direct - Comprehensive Either 12 m cashback - Accelerator Either 12 m CGU - Comprehensive Low Km Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Low Km Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m RACQ - Comprehensive Motor Either 24 m Suncorp Bank - Comprehensive Cover Either 2 y Virgin Money - Comprehensive (Standard) Either 12 m Westpac - Comprehensive Low Km Either 2 y



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Low kilometre drivers - South Australia

«««««Virgin Money - Comprehensive (Standard) Either 12 m

««««Budget Direct - Comprehensive Either 12 m ibuyeco - Comprehensive Low Km Either 12 m The Buzz Insurance - COMPREHENSIVE Agreed 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Low Km Either 3 y AON - Comprehensive Low Km Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Low Km Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Low Km Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Low Km Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m RAA - Comprehensive Either 24 m Real Insurance - Pay As You Drive Agreed 1 y SGIC - Comprehensive Either 24 m St George Bank - Comprehensive Low Km Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y Westpac - Comprehensive Low Km Either 2 y



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Low kilometre drivers - Tasmania


««««AUSTRALIA POST - COMPREHENSIVE Either 12 m ibuyeco - Comprehensive Low Km Either 12 m Ozicare - Comprehensive Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Low Km Either 3 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y cashback - Accelerator Either 12 m Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Low Km Either 3 y QBE - Comprehensive Either 24 m Real Insurance - Pay As You Drive Agreed 1 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Low Km Either 2 y



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Low kilometre drivers - Victoria

«««««Real Insurance - Pay As You Drive Agreed 1 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m

««««AAMI - Comprehensive Car Agreed 24 m ibuyeco - Comprehensive Low Km Either 12 m St George Bank - Comprehensive Low Km Either 3 y

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Low Km Either 3 y AON - Comprehensive Low Km Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Low Km Either 3 y Budget Direct - Comprehensive Either 12 m cashback - Accelerator Either 12 m CGU - Comprehensive Low Km Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Low Km Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m RACV - Comprehensive Car Either 24 m Suncorp Bank - Comprehensive Cover Either 2 y Virgin Money - Comprehensive (Standard) Either 12 m Westpac - Comprehensive Low Km Either 2 y



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Low kilometre drivers - Western Australia

«««««Real Insurance - Pay As You Drive Agreed 1 y

««««Budget Direct - Comprehensive Either 12 m ibuyeco - Comprehensive Low Km Either 12 m St George Bank - Comprehensive Low Km Either 3 y Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Low Km Either 3 y AON - Comprehensive Low Km Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Low Km Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Low Km Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y HBF Financial Services - COMPREHENSIVE Agreed 24 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Low Km Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m SGIO - Comprehensive Either 24 m Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Low Km Either 2 y



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Mature > 60 yrs - New South Wales

«««««AAMI - Comprehensive Car Agreed 24 m

««««APIA - Comprehensive Either 24 m ibuyeco - Comprehensive Car Either 12 m Real Insurance - Motor Vehicle Insurance Agreed 1 y

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y Budget Direct - Comprehensive Either 12 m cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Virgin Money - Comprehensive (Standard) Either 12 m Westpac - Comprehensive Insurance Either 2 y



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Mature > 60 yrs - Queensland

«««««ibuyeco - Comprehensive Car Either 12 m NRMA Insurance - Comprehensive Either 24 m

««««1st for Women - Comprehensive Either 12 m Suncorp Bank - Comprehensive Cover Either 2 y Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y APIA - Comprehensive Either 24 m Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y Budget Direct - Comprehensive Either 12 m cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m RACQ - Comprehensive Motor Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y St George Bank - Comprehensive Either 3 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Mature > 60 yrs - South Australia

«««««1st for Women - Comprehensive Either 12 m Virgin Money - Comprehensive (Standard) Either 12 m

««««AUSTRALIA POST - COMPREHENSIVE Either 12 m Budget Direct - Comprehensive Either 12 m GE Money - Comprehensive Either 12 m ibuyeco - Comprehensive Car Either 12 m Ozicare - Comprehensive Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y APIA - Comprehensive Either 24 m Aust. Unity Insurance - COMPREHENSIVE Either 3 y Bendigo Bank - Comprehensive Either 3 y cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m RAA - Comprehensive Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y SGIC - Comprehensive Either 24 m St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Mature > 60 yrs - Tasmania


««««1st for Women - Comprehensive Either 12 m AUSTRALIA POST - COMPREHENSIVE Either 12 m cashback - Accelerator Either 12 m GE Money - Comprehensive Either 12 m Ozicare - Comprehensive Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y AAMI - Comprehensive Car Agreed 24 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y APIA - Comprehensive Either 24 m Aust. Unity Insurance - COMPREHENSIVE Either 3 y Bendigo Bank - Comprehensive Either 3 y CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y ibuyeco - Comprehensive Car Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y NRMA Insurance - Comprehensive Either 24 m OnePath - Comprehensive Either 3 y QBE - Comprehensive Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y St George Bank - Comprehensive Either 3 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Mature > 60 yrs - Victoria

«««««AAMI - Comprehensive Car Agreed 24 m APIA - Comprehensive Either 24 m

««««GIO - Comprehensive Car Agreed 2 y ibuyeco - Comprehensive Car Either 12 m St George Bank - Comprehensive Either 3 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y 1st for Women - Comprehensive Either 12 m Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y Budget Direct - Comprehensive Either 12 m cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m RACV - Comprehensive Car Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y Suncorp Bank - Comprehensive Cover Either 2 y Virgin Money - Comprehensive (Standard) Either 12 m Westpac - Comprehensive Insurance Either 2 y



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Mature > 60 yrs - Western Australia


««««1st for Women - Comprehensive Either 12 m APIA - Comprehensive Either 24 m Virgin Money - Comprehensive (Standard) Either 12 m

«««1COVER DIRECT INSURANCE - COMPREHENSIVE Either 2 y Allianz Australia - SureCover Plus Either 2 y ANZ - Comprehensive Either 3 y AON - Comprehensive Either 2 y Aust. Unity Insurance - COMPREHENSIVE Either 3 y AUSTRALIA POST - COMPREHENSIVE Either 12 m Bendigo Bank - Comprehensive Either 3 y Budget Direct - Comprehensive Either 12 m cashback - Accelerator Either 12 m CGU - Comprehensive Either 3 y Commonwealth Bank - Comprehensive Cover Either 2 y GE Money - Comprehensive Either 12 m GIO - Comprehensive Car Agreed 2 y HBF Financial Services - COMPREHENSIVE Agreed 24 m ibuyeco - Comprehensive Car Either 12 m Just Car Insurance - Comprehensive Car Agreed 1 y nab - Comprehensive Either 2 y OnePath - Comprehensive Either 3 y Ozicare - Comprehensive Either 12 m QBE - Comprehensive Either 24 m Real Insurance - Motor Vehicle Insurance Agreed 1 y SGIO - Comprehensive Either 24 m St George Bank - Comprehensive Either 3 y Suncorp Bank - Comprehensive Cover Either 2 y The Buzz Insurance - COMPREHENSIVE Agreed 12 m Westpac - Comprehensive Insurance Either 2 y



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Female drivers 25-29 yrs - Queensland

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Female drivers 25-29 yrs - Tasmania


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Female drivers 25-29 yrs - Victoria

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Female drivers 25-29 yrs - Western Australia


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Young female drivers <25 yrs - Victoria

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What are the CANSTAR CANNEX car insurance star ratings? CANSTAR CANNEX car insurance star ratings are a sophisticated rating methodology, unique to CANSTAR CANNEX that compare both the Cost and Features across comprehensive car insurance products. CANSTAR CANNEX star-rated products represent a short list of quality products. This short list narrows the search for consumers to products that have been independently assessed and ranked. The results are reflected in a consumer-friendly 5-star concept with 5 stars representing outstanding value to the consumer. The CANSTAR CANNEX car insurance star ratings are a transparent analysis comparing comprehensive type of car insurance products.

How are the awards judged? Outstanding Value Car Insurance The CANSTAR CANNEX national and state awards are provided to insurers who have proven customer satisfaction in the area of claims, as well as meeting the stringent criteria of our star ratings process. Insurers are expected to have a reasonable history on claims to be eligible for these awards. Once the star ratings are calculated across individual profiles and states, they are weighted against respective state population to calculate the state and national awards. CANSTAR CANNEX’s population-based weightings across nine driver profiles ensure our winners reach the most consumers possible. After we added up strong performances by particular car insurance brands for each profile (weighted by state’s respective population size) within each state, it became clear which companies dominated this profile across the different states. There are two awards provided across each state. The overall national winners are judged based on the combination of consumer reach and the sum of points scored by individual products of the company across all profiles and states. CANSTAR CANNEX recognises three awards in this national category. But this year since there was a significant score difference between the second and third, on that basis we have only awarded 2 national winners in 2011. CANSTAR CANNEX national star ratings is the culmination of the overall points each individual insurer scores across each profile and state. The total sum of points scored by each insurer across each profile and state is used to arrive at the star ratings in the national level. Outstanding Claims Service

Customer claims satisfaction survey

Claims Experience Score (50%)

Claims Feature Score (50%)

Transportation option 20%

Immediate personal expense30%

Quality of repairs 20%

Claim Lodgment Option 10%

Liability covers 10%

New car replacement 10%

METHODOLOGY

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Star Ratings Methodology

Driver Profiles The car insurance star ratings methodology appreciates that car insurance policies are priced differently for different types of drivers in different locations. In order to accommodate these differences, CANSTAR CANNEX has identified nine unique driver profiles that reflect the majority of the spectrum of drivers (see below). Each profile has different expectations of their car insurance policy and so the star ratings methodology assigns different importance to fees and features for each profile. As mentioned earlier, each profile is priced differently depending on the location so each profile is compared by state. Six different Australian states are included in this analysis (New South Wales, Queensland, South Australia, Tasmania, Victoria and Western Australia). It is intended that users of the car insurance star ratings report will identify the profile and state combination that most closely matches their situation then use the star ratings results to short-list the car insurance policies best suited for their needs. Weightings The Costs and Features are weighted differently for each spending profile. This is done in recognition of the appropriate importance to the different product components to each profile.

Overall Weightings Pricing Feature

Young Male Driver <25 80% 20% Young Female Driver <25 80% 20% Male Driver 25 - 29 75% 25%

Female Driver 25 - 29 75% 25% Driver 30 - 59 75% 25% Family with Young Driver 80% 20% Executive Car Driver 70% 30% Mature Driver 75% 25% Low Kilometre Driver 80% 20%

Profiles

Young Male Driver <25

Young Female Driver <25

Male Driver 25 - 29

Female Driver 25 - 29

Driver 30 - 59

Family with Young Driver

Executive Car Driver

Mature Driver

Low Kilometre Driver

Premium Cost Based on 12 months premium paid annually (both internet &

phone pricing)

Pricing Score 70% - 80%

Feature Score 20% - 30%

Claims Satisfaction Survey 20%

Claims Features Based on 3 different

categories

Other Policy Features

Policy Feature 80%

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CANSTAR CANNEX has adjusted its car insurance star ratings methodology slightly to account for the differences between what is important for each type of driver profile. The process considers each profile separately and assigns weights representative of that profile (see methodology summary). For the Young Female Driver for example, the cost component of the policy (average premium) contributes 80% of the total score (as cost is most important to this driver profile) while features contribute the remaining 20%. The Pricing Score (PS) plus Features Score (FS) are indexed and combined to provide the Total Score. Together they form the basis of the CANSTAR CANNEX car insurance star ratings.

Pricing Score (PS)

In order to generate the premium quotes needed for the star ratings analysis, CANSTAR CANNEX generated thousands of quotes for each profile (9 profiles, 6 postcodes per state, 3 cars per profile). These premiums are used to determine the Pricing Score (PS) component of each product’s overall score. Eighteen quotes generated across 6 postcodes for 3 cars for each profile are condensed into an average premium. Although research has shown that more and more people are using the internet to both quote for and purchase their insurance, CANSTAR CANNEX appreciates that most consumers are not yet doing this and as a result we have taken a weighted average of both the online and offline premiums to use in our comparison. At this stage we are using a 70% – 30% weighting in favour of offline purchasing, but this weighting will adapt to mirror the behaviour of the market place as it changes. It should also be noted that car insurance discounts offered by new and existing companies are constantly changing. CANSTAR CANNEX has priced its premiums according to the discounts that were available at the time of quoting. However, to ensure that the information contained in this report is as up to date as possible, we have revised our reporting of the discounts offered to reflect the current market place.

Purchase Method Weighting

By Phone or In Branch 70%

Online 30%

The resultant weighted average premium for each insurer in each profile is then indexed to form the Pricing Score.

Features (F)

Each car insurance product is awarded points for useful features available with the policy. These features are split into two categories, the Policy Features and Customer Claims Satisfaction Survey. The total features score for each category of information (eg After Accident Care) is ranked and weighted relative to its overall importance for each profile to calculate an overall Features Score (F). The features information used are collected from car insurance policy product disclosure statements and are confirmed by the insurers.

Feature Weightings

Categories Young

Drivers <25 (Male & Female)

Other Drivers Descriptions

Policy Features 80% 80% Claim Features

After Accident Care 30% 20% If genuine parts are used, is there choice of repairer, any towing service, cab fares, emergency accommodation etc?

Car Hire 20% 20% Details of Car Hire after Theft or Accident including cost and allowances.

Special Features 20% 20% Personal effects cover, legal liability, child seat cover, new car replacement for write off.

Other Policy Features

General Policy Conditions 20% 20% Pay by the month at no extra cost, whether 24 hour help line or roadside assist available.

No Claim Bonus (NCB) 5% 10% Protection and retention of NCB.

Unprotected NCB Stays Intact 5% 10% Is NCB intact after theft, windscreen, storm/flood or collision with animal claim.

Claims Satisfaction Survey 20% 20% Measuring the quality of service provided by the insurer to its customers (during claims) - the measure of overall customer satisfaction

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Claims satisfaction survey

A national survey was conducted to measure the satisfaction level of consumers with their car insurers based on their recent claims experience and would they go further and recommend the insurer to their family and friends. The survey covered all demographics. The claims survey score is the average measure of survey responses. The score measures the level of service provided by the insurer at times of claim. How are the stars awarded? The CANSTAR CANNEX car insurance star ratings calculations are based on a comparison of costs (including the average premium and the gap between the minimum and maximum premiums and any price difference between premiums purchased online and on the phone), scoring of the key features of the car insurance policy (No Claim Bonus, After Accident Care, Car Hire Information and Special Features) and customer claims satisfaction survey.

PRICING SCORE (PS) + FEATURES SCORE (FS) = TOTAL SCORE (T)

All car insurance policies that provided a quote for a particular profile are eligible to be included in the comparison. The eligible car insurance products are assessed against these measures with the relative competitiveness of each product recognised by the star rating awarded. The quotes used for the CANSTAR CANNEX car insurance star ratings are for new policies, as opposed to renewal prices which can differ. Consumers who search at www.canstarcannex.com.au will find ratings results for products matched to their profile. The results are reflected in consumer-friendly 5-star concept.

Does CANSTAR CANNEX rate other product areas?

CANSTAR CANNEX researches, compares and rates the suite of banking and insurance products listed below. These star ratings use similar methodologies to guarantee quality, consistency and transparency. Results are freely available to consumers who use the star ratings as a guide to product excellence. The use of similar star ratings logos also builds consumer recognition of quality products across all categories. Please access the CANSTAR CANNEX website at www.canstarcannex.com.au if you would like to view the latest star ratings reports of interest.

COPYRIGHT© CANSTAR CANNEX Pty Ltd ABN 21 053 646 165, 2008. The recipient must not reproduce or transmit to third parties the whole or any part of this work, whether attributed to CANSTAR CANNEX or not, unless with prior written permission from CANSTAR CANNEX, which if provided, may be provided on conditions. DISCLAIMER To the extent that any CANSTAR CANNEX data, ratings or commentary constitutes general advice, this advice has been prepared by CANSTAR CANNEX Pty Ltd ABN 21 053 646 165 AFSL 312804 and does not take into account your individual investment objectives, financial circumstances or needs. Information provided does not constitute financial, taxation or other professional advice and should not be relied upon as such. CANSTAR CANNEX recommends that, before you make any financial decision, you seek professional advice from a suitably qualified adviser. A Product Disclosure Statement relating to the product should also be obtained and considered before making any decision about whether to acquire the product. CANSTAR CANNEX acknowledges that past performance is not a reliable indicator of future performance. Please refer to CANSTAR CANNEX’s FSG for more information at www.canstarcannex.com.au

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