Less than two in five Kiwis pay for additional insurance offered by car rental companies, according to the latest report from consumer satisfaction company Canstar Blue.
Canstar Blue revealed that only 38% of customers pay for additional insurance when they rent a car, while only 39% of people read the terms and conditions that define their responsibilities and liabilities.
“Most rental cars come with a basic level of insurance but this means the consumers may still be liable for thousands of dollars’ worth of repairs should the worst happen,” Canstar Blue spokesperson Emma Quantrill said.
“With all insurances, when you pay your premium you are buying peace of mind and, in most cases, you have an option to pay a higher premium in return for minimising your personal financial risk. Rental car insurance is no different.”
Quantrill noted that looking at insurance options when renting a car could save clients a lot of money if they are unfortunate enough to be involved in an accident.
“It’s true that it does take a little more time as there are a lot of things for you to consider, but an informative website and knowledgeable customer service representatives should always be able to answer your questions,” she said.
Moreover, Canstar Blue’s survey revealed that good customer service is not only important when dealing with insurance questions. Key drivers of customer satisfaction are the standards of customer service and booking process, it said.
The firm also announced GO Rentals as this year’s winner of the Canstar Blue Customer Satisfaction Award – it scored a maximum five stars on not only these two areas but in every category Canstar Blue rated.
“We are incredibly proud to be accepting this year’s Canstar Blue Award, particularly as it recognises the commitment we have made as a company, to provide our customers with the best possible customer experience in the rental industry,” GO Rentals managing director James Dalglish said. “In recognition of our amazing teams on the ground, I’d like to dedicate this award to them and our loyal customers.”
