Why BizCover’s NPS score is one of the highest in the insurance industry 

Buying insurance is often a weighty decision for small business owners.  You want to know that the company you choose offers fair pricing, quality products, great service and, most importantly, will have your back when it’s time to claim.

One of the most reliable indicators of a company’s reputation is its Net Promoter Score (NPS). This number is a powerful metric that helps businesses measure how likely their customers are to recommend them to others, providing a clear picture of customer satisfaction and customer loyalty in insurance.

For several years, BizCover’s NPS score has consistently remained in the 70s. As of June 2025, it stands at an impressive 77+. This is a significant achievement, considering the average insurance NPS score is around 35+. This means that BizCover leads its competitors by 42 points on average.

“A score like this isn’t something you achieve by accident,” says Daniel Quinn, Head of Customer Acquisition at BizCover. “It’s the result of relentless focus on delivering real value and support to small business owners.”

What is an NPS score and why does it matter?

The Net Promoter Score is a globally recognised benchmark used to measure customer satisfaction and loyalty. It’s based on one key question: “How likely are you to recommend this company to a friend or colleague?”

As part of an NPS survey, customers respond on a scale from 0 to 10 and are grouped into three categories:

• Promoters (score 9–10): Loyal, enthusiastic customers who are likely to refer others.
• Passives (score 7–8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
• Detractors (score 0–6): Unhappy customers who may share negative experiences.

The final NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Scores can range from -100 to +100. A score between 0 and 30 is considered good. Anything above 50 is considered excellent, and anything above 80 is seen as extraordinary.

In the insurance sector – where insurance trust, clarity, and service matter – NPS is a key benchmark of how well a business connects with its customers.

“Insurance can be complicated,” says Quinn. “We see NPS as a reflection of how well we simplify the process, meet expectations and earn our customers’ trust.”

 BizCover’s NPS performance

In a crowded market, BizCover’s extremely high NPS of 77+ stands out well above the competition.

This fantastic NPS score reflects the strength of BizCover’s customer relationships and its ongoing commitment to delivering fast and easy small business insurance solutions.

What is driving BizCover’s high NPS performance?

BizCover’s impressive NPS score is more than just a number. It reflects the high value the company places on the customer service. Here are just a few of the reasons customers continue to rate BizCover so highly:

1. Fast, easy, hassle-free quotes: BizCover’s intuitive online platform allows customers to compare insurance quotes in minutes.
2. Online policy purchase: Once customers choose their policy, they can be covered online instantly. There’s no chasing paperwork or waiting on approval.
3. Transparent pricing from multiple insurers: BizCover believes in providing business owners with a range of choice and total clarity around their options. Customers can see policy details and pricing up front, without having to worry about hidden fees.
4. Local customer support: BizCover’s friendly support team is based locally in Australia. Plus, our agents can help when customers shop around for their insurance by comparing multiple quotes.
5. All-in-one access: BizCover gives customers access to a range of reputable insurers in one place (including QBE, Chubb, AIG, Dual, Vero, Hollard and more), which can save time shopping around.

Why a high NPS score is important for customers

BizCover’s consistently high NPS score demonstrates that the business has worked hard to build strong, long-term relationships with its customers. A high NPS score is a straightforward and simple way for new customers to accurately judge a company based on the direct experience of others.

Real-world customer testimonials

BizCover’s commitment to customer satisfaction isn’t just reflected in our NPS score. It’s also demonstrated in the real stories of the small businesses we service and support. One standout example is No Moo 4 U, a boutique dairy-free ice-cream business based in regional New South Wales.

Just six weeks after opening, owner Mellisa was dealt a devastating blow when a freak electrical storm destroyed her equipment and spoiled her entire stock. Fortunately, Mellissa held a Business Insurance policy to cover her stock, contents and equipment, and she had also added Business Interruption cover.

“If I didn’t have my insurance, I probably would be out of business,” Mellissa says.

After filing a claim with BizCover, she successfully received nearly $18K to recoup the costs of ice cream machine repairs, deterioration of stock, claims preparation costs and six weeks’ loss of wages and profits.

For Mellissa, she says that she decided to go with BizCover because the prices she found online for insurance were very competitive. However, she was also surprised and overjoyed at finding the claims process so fast and easy.

Mellissa’s story is just one example of how BizCover goes beyond providing policies and supports real people through real challenges. It’s stories like this that help explain the company’s high score in any NPS comparison.

“Mellissa’s story is a perfect example of why we do what we do,” says Quinn. “We’re not just here to sell insurance. We’re here to help small businesses bounce back even stronger if and when disaster strikes.”

Achievements and awards

BizCover’s commitment to customer service excellence has not gone unnoticed in the industry, and the company has received a number of prestigious awards over the years. These include:

• Australia’s Best Managed Companies 2024: Awarded by Deloitte to only six privately held companies for their organisational success and achievement.
• Insurance Business CEO of the Year 2025: Awarded by Insurance Business Australia, it honours CEO Michael Gottlieb’s outstanding contributions and leadership within the Australian insurance sector.
• Product Review Award 2020, 2021, 2022, 2023, 2024 and 2025: Consecutive wins and an impressive 4.4 out of 5 stars rating demonstrate BizCover’s commitment to customer service excellence.
• Insurance Business 5-Star Innovator 2022 and 2024: Celebrates companies transforming the insurance industry for the better through technological advancement and innovation.

An NPS score can’t be faked

Unlike curated testimonials or advertising claims, the NPS is based on honest feedback from real customers, making it one of the most reliable ways to measure service quality and customer satisfaction.

“Our customers are at the heart of everything we do,” says Quinn. “Our NPS tells us we’re on the right track, and it pushes us to keep improving.”

Experience why over 260,000 small businesses trust BizCover. Compare quotes today and discover how fast, simple and supportive small business insurance can be.

Want to learn more about BizCover’s reviews? Read honest business insurance reviews from customers about BizCover’s customer satisfaction.

This information is general only and does not take into account your objectives, financial situation or needs. It should not be relied upon as advice. As with any insurance, cover will be subject to the terms, conditions and exclusions contained in the policy wording. 

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