RACQ Insurance is the best performing insurer in a KPMG consumer experience survey of 114 Australian and global brands across 11 sectors.

The Brisbane-based mutual insurer scored 7.83 to rank second behind Singapore Airlines (7.90) among “local and international” brands in the top-50 list. The Singapore flag carrier topped the table last year also.

IAG-owned NRMA Insurance came in seventh, RACV Insurance placed ninth and Suncorp was 15th. The next best insurance brand was 27th ranked Suncorp-owned AAMI.

Among “local” brands, insurers occupied four of the top 10 spots. RACQ Insurance was the best, followed by NRMA Insurance (7.65 points), RACQ Insurance (7.59) and Suncorp (7.56).

“It is pleasing to see that the majority of Australian insurers fared well in this survey,” KPMG Insurance Partner Scott Guse told insuranceNEWS.com.au.

“This is testament to the extensive work they have done on enhancing the claims process and tailoring products and solutions for customers when underwriting insurance policies.

“Trust, transparency and a community focus are now, more than ever, a critical ingredient in meeting customer expectations.”

The insurance brands of motoring groups RACQ, NRMA and RACV are all newcomers in this year’s survey of 2503 Australian consumers.

They performed strongly in the six metrics – personalisation, time and effort, resolution, integrity, expectations and empathy – that the survey used for calculating the scores.

Their results lifted the under-fire financial services industry to second spot on 7.3 points among all sectors. Grocery retailers topped the sectors’ list on 7.4 points.

“While the result might appear surprising in the light of the [Hayne royal commission], much of the change was driven by the strong performance of newcomers to the study,” the KPMG report says.

“In a category that has been significantly disrupted, the smaller brands and fintechs are delivering the high standards of customer experience that other brands should be looking to.”

According to the report, consumers described RACQ Insurance as an insurer they could rely on where efficiency, urgency and empathy were regularly demonstrated.

On NRMA Insurance, the report says the business has stayed true to its “Help is not something we do. Help is who we are” brand promise. They assist Australians through local community support and are principal partner of the NSW and Queensland state emergency services.