DIGITAL REPORT 2020
ACHMEA AUSTRALIA EMBRACES DIGITAL TO KEEP FARMERS FARMING IN ASSOCIATION WITH
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ACHMEA AUSTRALIA EMBRACES DIGITAL TO KEEP FARMERS FARMING 03
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ACHMEA AUSTRALIA
Emma Thomas, CEO of Achmea Australia, discusses the importance of meeting the changing needs of Australian agribusiness through a digital transformation
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chmea Australia is committed to helping agribusinesses protect their livelihoods and business continuity. It understands
the power of embracing digital innovation to reach new heights, without compromising on the value of face-to-face service to deliver on its purpose of keeping farmers farming. 04
The insurer is part of the wider Achmea Group, which began 200 years ago in the Netherlands with 39 farmers cooperating together to collect money in a glass jar, to compensate each other in the event of a haystack fire. From there, the Achmea Group became a global insurance brand. With 14,500 employees in the Netherlands and 2,500 internationally, the Achmea Group supports the lives of 13 million people in six countries. Through its brands, the Achmea Group has supported the Netherlands in becoming the world’s second largest agricultural exporter Emma Thomas is the Chief Executive Officer (CEO) of Achmea Australia. Passionate about accelerating its sustainable business growth, Emma says through cherishing Achmea’s cooperative heritage, Achmea Australia has ensured
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ACHMEA AUSTRALIA
“ WE DISTINGUISH OURSELVES IN THE MARKET THROUGH OUR HISTORY; OUR SOCIAL RESPONSIBILITY IS PARAMOUNT” — Emma Thomas, CEO, Achmea Australia 06
that helping agribusinesses and supporting their communities continues to be at the heart of its strategy. “We distinguish ourselves in the market through our history; our social responsibility is paramount,” she explains. “We are a direct insurer, which means agribusinesses can partner directly with us, the insurer for their farm insurance, as opposed to purchasing insurance products through a broker or another third party. Through this direct relationship, we offer Australian agribusinesses an insurance product that is built on 200 years’ expertise, whilst providing local on-farm service. Our purpose is to keep farmers farming; we exist to protect the continuity of farming businesses and the livelihood of farmers – as we have been since 1811.” Achmea Australia has made a long-term investment in its digital transformation, with its digital initiatives translating into increased agility and speed for the entire organisation. As the world confronts the challenges of the coronavirus (COVID-19) pandemic, Achmea Australia’s digital strategy enabled the company to move quickly
Lending farmers a hand for over 200 years CLICK TO WATCH
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07 to transition employees from its office
Having grown up on her family’s farm
buildings and to work from their homes.
in the Otago region of New Zealand,
“Through the integration of technology
Emma has built a comprehensive
into all areas of the business, we have
understanding and passion for agricul-
built capacity for crisis resiliency. This
ture that she combines with more than
meant that we were in good shape to
20 years’ experience in the financial
accommodate this shift to remote work-
services industry. “As a child, when I
ing, whilst continuing to manage service
wasn’t at school, I was on my grandpar-
delivery without service disruptions to
ents’ merino sheep farm. Later I moved
our clients. COVID-19 has changed the
with my husband to a small farm on the
way we work, and it has underscored
Kapiti Coast, where we brought up our
the business continuity mandate. With
children,” she says. “We lived on our
secure and flexible cloud solutions, we
farm while I held several senior roles
can continue to service our clients from
spanning from finance to sales at a
anywhere – and at any time.”
large rural insurer in New Zealand.” w w w.a c hme a . com . a u
ACHMEA AUSTRALIA
08 In 2017, Emma moved to Sydney
of seeing the results of hard work and
to begin her role as CEO of Achmea
appropriately balancing opportunity
Australia, and instantly felt her personal
and sustainable risk management,”
purpose aligned with the company’s
she affirms.
values. “I am passionate about continu-
Achmea Australia has experienced
ing Achmea’s co-operative principles,”
rapid growth over the past few
she says. “I come to work each day
years. Having begun in Australia in
and proudly support a sector and
2013 with just two executives and a
country that helps feed not only the
couple of laptops, it is now achieving
nation but the world.” Emma believes
double-digit year-on-year growth.
that her personal family history is a
“Over the last three years, we have
major driving factor in how she lives
embarked on a journey of digital
her life today. “I have a love for the land.
transformation, our startup culture
This is where my personal values were
has evolved into a disrupter in the
shaped to appreciate the satisfaction
agricultural insurance industry,”
says Emma. “Since joining Achmea
With digital transformation playing
Australia, I have led the team to dou-
an increasingly prominent role across
ble the size of the business based
all industries, Emma says technology
on employee numbers and turnover.
is a core part of Achmea Australia’s
Achmea Australia has been a final-
growth strategy. “We have planned
ist in the Australian Direct Insurer
ahead to ensure a strong technol-
of the Year for 2018 and 2019 (by
ogy foundation for our future. It was
the Australian and New Zealand
important for us to differentiate
Institute of Insurance and Finance),
ourselves in the competitive insur-
and last year we were rated five
ance industry and speed-to-market
stars for our claims service by LMI
and enhancing service delivery were
ClaimsComparison.”
critical business drivers for us. 09
E X E C U T I V E P R OF IL E :
Emma Thomas Title: Chief Executive Officer Company: Achmea Australia Industry: Insurance
Location: Australia
As Chief Executive Officer, Emma leads Achmea Australia’s rapid growth as a direct and specialist farm insurer. Having recently delivered a significant modernisation of its insurance technology platform, Emma is proud to continue Achmea’s co-operative principles which are underpinned by continued innovation, excellence in customer service and working together with industry partners to build a ‘better tomorrow’. Her credentials include: Chartered Accountant, CA ANZ, ANZIIF Senior Associate, Bachelor of Commerce, Accounting and Diploma for Graduates in Management (University of Otago, NZ). Passionate about continued personal development, Emma recently became a member of Australian Institute of Company Directors. w w w.a c hme a . com . a u
ACHMEA AUSTRALIA
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“ PARTNERSHIPS ARE MORE IMPORTANT THAN EVER AND INTEGRATED OFFERINGS ARE GAINING IN POPULARITY THROUGH THE EFFECTIVE USE OF DATA” — Emma Thomas, CEO, Achmea Australia
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We help Achmea know and serve farmers better. guidewire.com
“ I COME TO WORK EACH DAY AND PROUDLY SUPPORT A SECTOR AND COUNTRY THAT HELPS FEED NOT ONLY THE NATION BUT THE WORLD” — Emma Thomas, CEO, Achmea Australia “What we look for in a strategic
Guidewire Software, Inc. has not only given us a competitive edge, it has also enabled us to differentiate ourselves and grow by adapting to the changing needs of our clients. This, in turn, has enabled us to employ more people in regional Australia, focus on mutually beneficial partnerships with agricultural associations and help to realise our vision of protecting and enhancing agricultural communities.” Despite the considerable growth
partnership is an alignment of cultural
and focus on digital transformation,
values, in which each partner has a
Emma affirms that its people remain
clear role to play. As an insurer with
the lifeblood of the organisation.
co-operative values, we take a long-
“Along with a cloud-based telephony
term approach, choosing to partner
system, the successful deployment of
with Guidewire Software, Inc based
our cloud-based policy administration
on a shared understanding of strate-
and underwriting solution has allowed
gic needs and priorities for innovation.
us to focus on developing our people,
They have provided us with a state-of-
so that they in turn can concentrate on
the art, intuitive, cloud-based policy
delivering the best service possible
administration and underwriting sys-
to our clients.”
tem. Achmea Australia and Guidewire
“In a time of accelerating change,
Software, Inc both share a passion for
I am inspired by the positive mindset
enabling the growth of their clients,
of our people and how we are working
meaning we seek to understand their
together with our partners to actively
needs and determine how to best serve
think outside the box, present innova-
them. Partnering with first-class tech-
tive ideas and business adaptation,”
nology service providers, including
she continues. “We are working together w w w.a c hme a . com . a u
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ACHMEA AUSTRALIA
“ I AM INSPIRED BY THE POSITIVE MINDSET OF OUR PEOPLE AND HOW WE ARE WORKING TOGETHER WITH OUR PARTNERS TO ACTIVELY THINK OUTSIDE THE BOX TO DELIVER ON OUR PURPOSE” — Emma Thomas, CEO, Achmea Australia
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in challenging times, and by adapting and embracing digital opportunities, I am confident we will emerge from the COVID-19 pandemic stronger than ever.” Emma believes that Achmea Australia is not just an insurer, but also a disrupter that delivers a farm insurance product to meet the evolving needs of Australian agribusinesses. “Instead of only providing an insurance solution, our focus on both digital optimisation and on-farm service has enabled us to service our clients, both now and into the future. Through our direct approach, we discuss with our clients how they can proactively prevent the types of losses we have seen in our 200 years of international experience and local rural knowledge, and what impacts to consider should they need to rebuild after a loss,” she says. “We talk to our clients about what risks they can prevent without insurance, and then for the remaining risks, our clients have the ability to tailor our cover so they can insure what they want and how they want it. Through our direct distribution model, we can meet faceto-face with our clients to discuss the w w w.a c hme a . com . a u
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ACHMEA AUSTRALIA
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needs and requirements unique to
help our clients to limit climate-related
their farm.”
damage on the one hand (adaptation)
Emma believes Achmea Australia’s
and on the other support them in
proactive and innovative approach
reducing their carbon footprint (miti-
gives the insurer an edge over com-
gation). We must work together on
petitors in the industry. “We are
a healthier, safer and more future-
continually looking for ways we can
proof society. At Achmea Australia,
stay ahead of the market. We research
we do this in a committed, customer-
methodologies and invest in tools and
driven and results-oriented way and
expertise so we can help our clients
it doesn’t get much more important
by providing insight and solutions,”
than our core company values. One
explains Emma. “As an insurer, we
of these is “we aim for solutions” which
are looking at offering services that
is all about innovation and looking
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“ OUR DIGITAL TRANSFORMATION HAS MEANT GREATER EFFICIENCY FOR OUR PEOPLE AND BETTER SERVICE OUTCOMES FOR OUR CLIENTS” — Emma Thomas, CEO, Achmea Australia
outside the box for a solution that is a win-win for both our clients and the Achmea Group.” Sharing information and ideas, particularly during these difficult economic times, can help to transform businesses, elevate performance and deliver value according to Emma. Achmea Australia values its partnerships and affirms that in collaboration with its partners, the insurer is continuously seeking innovative solutions that strengthen its business proposition as much as w w w.a c hme a . com . a u
ACHMEA AUSTRALIA
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possible. “To meet today’s global chal-
From August 2019 to January 2020,
lenges, partnerships are more important
Australia experienced an unprec-
than ever. Integrated offerings are
edented bushfire emergency which
gaining in popularity through the effec-
burned more than 18 million hectares
tive use of data,” she explains. “How
of land and destroyed thousands of
we remain relevant as a partner to our
homes and businesses. Tragically,
clients, true to our purpose whilst agile
34 people lost their lives and up to
in solving the new problems that our cli-
one billion native animals were lost.
ents face, will ensure Achmea Australia
Achmea Australia’s people witnessed
continues to strive as a business.
first-hand the devastation caused
We cherish our cooperative principles
in communities across the coun-
that we can achieve more by working
try. “The destruction caused by the
together for a sustainable future.”
catastrophic bushfires has served to
“ WE UNDERSTAND THE POWER OF TECHNOLOGY TO REACH NEW HEIGHTS, WITHOUT COMPROMISING ON THE VALUE OF FACE-TO-FACE SERVICE TO KEEP FARMERS FARMING” — Emma Thomas, CEO, Achmea Australia
With the future in mind, Emma has a clear idea of how her organisation can continue to grow over the next few years and help agribusinesses do what
remind us of the essential nature of
they do best. “The digitalisation of
food security, reinforcing the value of
agriculture is seen as the next (fourth)
the agriculture sector and the impor-
agricultural revolution, it is trust, trans-
tance of insurance for continuity of
parency and relevance that will keep
supply,” explains Emma. “Our insur-
farmers farming,” she says. “Through
ance platform enables our people to
this revolution, we will continue to
focus on what we do best: stand shoul-
walk side-by-side with our clients and
der-to-shoulder with our clients to
communities, using our international
rebuild livelihoods and get farms back
expertise and local knowledge to aim
up and running again when something
for solutions to emerging problems.
unexpected happens.
I am passionate about accelerating
“It is being recognised that Achmea Australia’s focus on both digital opti-
our sustainable business growth as a direct insurer.”
misation and on-farm service is truly something special. We understand the power of technology to reach new heights, which has allowed us to respond to the challenges arising from COVID-19, without compromising on the value of face-to-face service to keep farmers farming.” w w w.a c hme a . com . a u
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LEVEL 6 AUSTR ALIA SQUARE PL A Z A BUILDING 87-95 PITT STREET SYDNEY NSW 2000 AUSTR ALIA T 1800 724 214 www.achmea.com.au
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