The awards are based on Consumer NZ’s customer satisfaction surveys, conducted with their members and supporters.
MAS topped the surveys by a large margin, with overall satisfaction scores above 90% for each of the house, contents and car insurance categories. MAS was also the leader in the life insurance category with an overall satisfaction score of 76% – 39 percentage points higher than the second-ranked insurer.
“To receive a Consumer People’s Choice award for five years in a row across House, Contents, Car and Life insurance is an impressive achievement, and is a testament to the MAS team’s customer focus over that time,” says Consumer NZ Chief Executive Jon Duffy.
“Consumer NZ endorsements are hard to achieve and MAS thoroughly deserves this accolade from their own customers.”
MAS Chief Executive Martin Stokes says it was particularly pleasing to receive the People’s Choice Award in 2020, considering the level of disruption COVID-19 has had on Kiwis.
“New Zealanders have been through a lot this year, particularly our Members – many of whom are frontline health professionals working to keep the country safe from the virus.
“In uncertain times, it’s important to know you can count on your insurer to look after you. So as well making sure we continued to provide outstanding customer service, we put together a relief package for Members who had been affected by the lockdowns.”
The MAS Relief Package was made up of a NZD 2m Hardship Fund to help Members in financial difficulty maintain their insurance cover; free counselling through EAP Services and a free online Health and Wellbeing Portal; and a pass-back of NZD 1.7 million in motor vehicle claims savings, made during the nationwide lockdown in March and April.
“We’re pleased to have won this Award again but what matters most about the award is what it represents – our Members’ trust in us,” Martin says.