12th ANZIIF New Zealand Insurance Industry Awards by ANZIIF

WITH THANKS TO OUR SPONSORS

SILVER

WELCOME

On behalf of the Australian and New Zealand Institute of Insurance and Finance (ANZIIF), welcome to the 2024 New Zealand Insurance Industry Awards. Now in its 12th year, this event celebrates the outstanding achievements of individuals and organisations in New Zealand’s insurance sector and showcases the excellence and innovation that drive our industry forward.

Tonight is an opportunity to reflect on the extraordinary contributions you’ve made to New Zealand’s insurance industry and the broader community. The award submissions this year have highlighted the remarkable progress that is continuously being made across the industry to exceed expectations and foster a culture of professionalism and trust. To the finalists, congratulations on your exceptional efforts in raising the bar for our industry.

Special thanks to our judging panel for the time and dedication they have given to review and consider all submissions this year. I’d also like to extend my gratitude to our sponsors, whose generosity ensures the success of this event, and to the organising committee for their hard work in bringing this evening to life. Thank you to our Corporate Supporters for their ongoing partnership support.

Lastly, to all those who submitted entries—your accomplishments have inspired us. Thank you for your unwavering commitment to elevating the insurance industry. We look forward to the remarkable achievements you will continue to bring in the future.

Thank you once again for helping us recognise and celebrate the outstanding talent within New Zealand’s insurance industry.

KATRINA CEO, ANZIIF

2024

JUDGING PANEL

MICHELLE ASHBY

P&C Leader, Learning Initiatives

Vero

Michelle is part of Suncorp Group’s People & Culture team based in New Zealand. In her role as Learning Leader, she is accountable for the development of capability across the Vero and Asteron Life brands in Suncorp New Zealand.

Michelle’s career has spanned over 35 years in the insurance industry, beginning her career in a customer service role for GRE in Dunedin. Over her career she has held roles in customer service, sales and underwriting functions before finding her passion for developing people and moving into a learning role.

Michelle is a Senior Associate (CIP) and has been active in the insurance industry, having previously sat on ANZIIF’s Academic Council, Women’s Council as well as the New Zealand Branch Executive Committee.

She is currently a member of ANZIIF’s New Zealand Member Advisory Board.

DENISE BOURDOT

Compliance Manager - New Zealand

PSC Connect

After working in the General Insurance broking industry for 30+ years, including as a Branch Director at Crombie Lockwood, Denise joined PSC Connect in August 2019 as their first NZ Compliance Manager.

Since then she has successfully attained three FAP Licences for each of the PSC businesses and recently won their High Achiever Award. Denise is a Chartered Qualified Insurance Broker and an ANZIIF Senior Associate. In her spare time Denise and her husband like to socialise with friends, go to a concert, or unwind with a good meal and a nice bottle of Pinot Noir.

ANDREW BROOKE

Managing Director McLarens

Andrew is an insurance professional with 36 years industry experience. Focusing on claims Andrew has adjusted and settled claims for 30+ years. He is passionate about quality, education and industry development and is privileged to lead the McLarens NZ Team.

TANIA CHARLES

Specialist, Technical Insurance Capability

IAG

Tania Charles was appointed Specialist, Technical Insurance Capability in September 2021. Prior to this shewas part of the IAG Internal Audit team. Tania has worked for IAG for over 20 years, starting her insurance career in Wellington with the State brand. She moved to Auckland and into the Commercial Property Portfolio team, and since then has worked as amanager in the NZI brand and as an internal auditor for IAG.

In her current role, Tania is responsible for researching and writing learning content on insurance topics andIAG topics for IAG employees across New Zealand and Australia. The content is designed to connect the learner with the insurance customer and the community and has received international recognition with a LearnX platinum Award in November 2022.

Tania is an alumnus of Massey University and a Fellow of ANZIIF. She is currently studying te Reo Māori at AUT and enjoys swimming and running at a very social level.

PETE FRIZZELL

Chief Marketing Officer FMG

Pete is passionate about helping make New Zealand an even better place to live in for everyone in our beautiful bicultural country.

Currently heading up People & Culture and Communications, Pete has over 25 years’ experience of achieving excellent results for organisations, their clients and employees. Experienced in leading diverse teams through change, managing complex environments and achieving excellent financial results, Pete has worked across the insurance value chain as well as leading large business driven IT projects.

Prior to FMG Pete had broad exposure to Government, health, telecommunications and IT consulting.

CRAIG FURNESS

Chief Executive Officer

Gallagher Bassett

Craig holds over 30 years of financial services experience and has served as CEO of Gallagher since 2015. With a Master of Commerce and expertise across broking, sales, operations, and management, Craig has held leadership roles at AXA, Colonial Mutual, Marsh/Mercer, Sovereign Insurance, and Cosignia. Under his leadership, Gallagher’s revenue in New Zealand has grown by 400%, becoming the leading multi-disciplinary ThirdParty Administrator (TPA) in New Zealand. Craig has overseen three acquisitions, expanding Gallagher into Life and Health, Personal Injury, General Insurance, and Occupational Health. His leadership efforts earned Gallagher the 2021 ANZIIF New Zealand Innovation of the Year award. In 2023, Craig led Gallagher’s successful response to Cyclone Gabrielle.

Independent

Dean started his career in insurance in 1989 with a large insurer, ultimately working in both commercial underwriting and more latterly claims. Subsequently he moved into Loss several professional directorships, and ultimately became Chief Executive of Crawford & Company New Zealand in 2011, and post-acquisition of that New Zealand business by Mclarens Global in 2020, became Managing Director of the New Zealand business and now sits on the McLarens Global Management Team. In addition to industry qualifications (ANZIIF and AICLA), Dean also obtained his MBA through the University of Auckland.

Dean has a passion for his team and their development, with an equally important clear focus on the customer, innovation and evolving industry dynamics. Being a 30-year veteran of the industry, he has witnessed and relishes being part of an industry going through such significant fast paced change, a challenge faced by individuals and businesses alike.

DEAN GARROD

CAROLINE LABAND

Partner

Wotton + Kearney

Caroline is a Partner at Wotton + Kearney and has over 20 years’ experience in handling contentious insurance issues, with a focus on complex claims. She regularly provides coverage advice material damage/business interruption policies and on D&O and financial institution claims, including class action litigation. Caroline has worked in New Zealand and the United Kingdom on matters involving litigation up to Supreme Court level. Caroline has been recognised for the calibre of her work including being listed in The Legal 500 and Chambers rankings and being named by NZ Lawyer and Insurance Business NZ as a 5-Star Award winner. Outside of her core responsibilities, Caroline is a Trustee of the Auckland Community Law Centre, and a Director on the Board of Justitia - a society which professional indemnity insurance solutions to legal practitioners since 1985.

SARA MALINS

General Manager - Operations Sedgwick

Sara is the General Manager of Operations for Sedgwick New Zealand and is responsible for delivering service excellence for all operations across the Sedgwick New Zealand business.

Sara started her insurance career in 1988 in the claims team of an insurance company and then joined the marine team at Cunningham Lindsey in 1990.

During her tenure, Sara has held a wide variety of roles including loss adjuster, branch manager, quality and training manager prior to being promoted to the executive team as regional manager, and then General Manager of Operations.

Sara specialises in the development, education and training of Sedgwick colleagues, holds a certificate in Business Studies and is an ANZIIF (Snr Assoc) CIP, the Chairperson for ANZIIF NZ Members Advisory Board and a member of the ANZIIF Claims Faculty board supporting and promoting professional development in the industry.

GLEN PHILLPOTTS

Independent

Glen joined ANZIIF in 2020, after being a supportive client of ANZIIF from a large New Zealand brokerage firm. Glen’s role in that business was to head up Learning and Organisational Development function, so he fully understands the needs of our learners and our clients.

Glen’s career in Learning, has seen him prosper in many types of companies, not just insurance. He has worked in Publishing, Advertising, Telecommunications, FMCG, IT and even owned his own restaurant.

MARK SILVEIRA

General Manager, Industry Engagement ANZIIF

Mark is known as a highly innovative, strategic business relationship development professional, with a successful background in general insurance and financial services, not-forprofit and commercial business sectors of over 40 years.

In addition to his position as General Manager – Industry Engagement for ANZIIF, he has also held roles such as Head of Sales for TravelCard Australia; General Manager of Coveright Insurance Brokers; National Sales Manager for GE Premium Funding; CEO of AR Group AFMA IAAA; National Sales and Marketing Director of OAMPS and General Manager of the Steadfast Group at its commencement.

In recent times, he has also become known for his voluntary work as the cofounder and host of the podcast series –Business Made Personal.

REBECCA SLINGO

General Manager, Education

ANZIIF

Rebecca is the General Manager, Learning at ANZIIF and has been an L&D practitioner for more than 26 years. Leading learning functions across a range of industries including publishing, broadcasting and law and more recently 17 years in the insurance industry. Rebecca has participated on various committees including a four year tenure as Treasurer of the Enterprise Registered Training Organisations Association (ERTOA) and has been an active member of the Financial Services Industry Reference Committee since 2019. Rebecca is a Fellow of the Institute of Learning Professionals and a Member of the Australian Institute of Training and Development.

MARTIN STROUD

National Manager, Liability

NZI

Martin started his insurance career in South Africa. He worked as a property underwriter specialising in mining and petrochemical. He then moved into reinsurance writing both facultative treaty and retrocession accounts.

In 1988 he emigrated to New Zealand and once again was a reinsurance buyer which he did until 1996 when he moved to Australia to be the Technical and Reinsurance Manager for AMP General and then Allianz Australia.

Moving back to New Zealand in 2004 he held the roles of Technical and Reinsurance Manger of QBE and was one of the founding shareholders of DUAL New Zealand where the held the role of Chief Operating Officer and the Underwriting Director.

Since 2018, Martin has been at NZI, and is now the company’s National Manager, Liability. During his career, Martin has been a speaker at various ANZIIF conferences, and an expert witness for mediations and in the High Court. He has also appeared as an expert in a number of reinsurance arbitrations.

TO THE 2024 AWARD WINNERS CONGRATULATIONS

Insurtech Start-up of the Year

SIMFUNI

Excellence in Workplace Diversity, Equity and Inclusion

TOWER

Professional Services Firm of the Year

MCLARENS

Excellence in Environmental, Social and Governance Change IAG

ANZIIF Lifetime Achievement Award

Service Provider to the Insurance Industry

IVAA

Young Insurance Professional of the Year

JAKE CARTER

JOHN ARCHER

MIKE AUSTIN

Confidence is everything.

Tightrope walking is simple. There’s only one blatantly obvious thing to worry about. If you’re in business there are a million things to worry about.

So it’s reassuring for you and your customers to know you have the support of New Zealand’s largest, most experienced business insurance company.

NZI have always been here to help when things go wrong, but also to reduce the chance of that happening in the first place.

We value our broker relationships and know that by working closely together we can take away some of those worries – and help businesses move ahead with confidence.

Peace of mind for NZ business

LARGE BROKING COMPANY OF THE YEAR

MARSH NEW ZEALAND

SPONSORED BY

Marsh New Zealand was awarded in this category, due to its well-supported submission demonstrating strong client retention, people development, community initiatives and carbon emissions reduction strategy.

Judges were wowed by Marsh’s consistent integration of data-driven insights with proactive customer care to facilitate industry-leading outcomes.

The company’s Client Value Experience (CVX) framework transforms the traditional annual renewal process into an ongoing risk dialogue, allowing clients to benefit from engagement and global best practices. Marsh has seen significant improvements in client satisfaction using this model.

Fast Track, another standout initiative provides clients with pre-arranged insurance capacity of up to 7.5%, along with a 2.5% premium discount. In FY 23, this program, developed in collaboration with QBE and Canopius, has attracted 100 clients.

Judges praised the people-focused initiatives Marsh implemented in 2023, including its Unlimited Wellbeing Leave policy, trialled over 12 months, which supports employees’ mental

and physical health. Additionally, Marsh introduced its Rising Professionals Mentoring Network, which connects less experienced employees with seasoned professionals to foster growth and learning.

Having aligned with the global goal of net-zero emissions by 2050, the Marsh business in New Zealand incorporates energy-efficient lighting, water-conserving fixtures, and eco-friendly commuting. Over 40% of Marsh employees participated in environment-related volunteer activities, including native tree planting and beach clean-ups.

Additionally, Marsh employees volunteered nearly 400 hours during Global Volunteer Month. Activities included food rescue, school volunteering, and digital mapping for unmapped regions, with an additional $7,200 donated through a matching program to support various charitable causes. The Marsh Executive team in Auckland volunteered with Fair Food NZ to pack and sort surplus food to feed those in need and foster a stronger, healthier community.

Thank you to our Corporate Supporters for your ongoing support

Protecting Professionals

BROKER NETWORK OF THE YEAR

Insurance Advisernet

* Insurance Advisernet

* Folio

Insurance Advisernet (IA) secured the award in this category, with a sophisticated submission that sets benchmarks for industry leadership across client and customer service, people focus and commitment to the community.

Judges agreed the longevity of IA’s partnerships with major New Zealand insurers is a cornerstone of its success, driving over 80% of its GWP. Through quarterly planning sessions and strategic collaboration, IA delivers outcomes of benefit to advisers and insurers alike.

IA’s effective customer segmentation strategy reflects a true dedication to understanding and meeting client needs. The organisation achieved an impressive client retention rate of 86.53%, a satisfaction rate of 93% and a consistently improving NPS score of +70 in 2023, up from +64 in 2019.

IA was also commended for its remarkable workplace culture, evidenced by an average staff tenure of 10 years and no head office turnover in the last financial year. Several initiatives were launched in 2023 to enhance employee well-being and professional development,

including expanded health and wellness benefits, flexible work arrangements, and access to comprehensive training programs.

Innovation remains at the heart of IA’s strategy with the launch of its myLEARNING platform, a vast library of CPD training materials across multiple subjects. Its proprietary AI-driven tool, ARIA, is designed exclusively for IA advisers, providing advanced capabilities in automating key advisory processes such as onboarding, risk assessment, and compliance with evolving regulatory requirements.

The judges praised IA for making contribution to the community a priority. More than $75,000 was donated to various charities in FY 22/23, of which $40,000 alone was raised during the organisation’s 2023 annual conference.

Other initiatives extended to environmental sustainability, with actions aimed at reducing carbon footprint, such as promoting green energy usage and supporting the removal of ocean plastics.

Success for Underwriting Agencies

Through inclusion and inﬂuence

NZUAC congratulates the Underwriting Agency of the Year

Providing guidance and support to its Underwriting Agencies on industry issues, market trends, emerging risks, and regulatory changes.

NZUAC promotes professionalism, best practices, and innovation within the underwriting agency sector in New Zealand - www.nzuac.org.nz

For more information contact us at nigel@nzuac.org.nz

UNDERWRITING AGENCY OF THE YEAR

DUAL

SPONSORED BY

FINALISTS

* Delta Insurance

* Underwriting Agencies of New Zealand

* DUAL

* TLC Insurance

DUAL was the winner in this category, based on its excellent submission balancing attention to detail with concise, clean expression and graphics.

Judges acknowledged the company’s commitment to underwriting excellence, customer-centric initiatives, innovation, community impact and environmental sustainability.

The company’s WebRater platform, which allows brokers to quote and bind policies instantly, enhances customer satisfaction by streamlining the underwriting process. This technologydriven approach has received strong broker feedback and helped to improve client retention rates to 94% in 2023. Meanwhile, a dedicated underwriting team handles complex mid-market submissions beyond the platform’s capabilities, with a two-hour turnaround on referrals.

Judges praised the establishment of DUAL’s Multi-Line team, which provides brokers with a single point of contact to service all a client’s insurance needs. This includes comprehensive risk coverage and ensures no potential exposures are overlooked.

In addition, DUAL’s School platform offers brokers educational content through webinars, videos, and on-demand resources, with feedback overwhelmingly positive (97% rated the service “Good”.)

DUAL’s three-year strategic plan includes preparing for the challenges of climate change by exploring parametric insurance solutions and introducing flexibility in property coverage. The company’s efforts to reduce emissions focus on separating waste, using renewable energy and promoting eco-friendly products. Emissions data has been collected to help set credible netzero goals, with the company producing 1,193 tCO2e between April 2022 and March 2023.

Judges applauded DUAL’s community initiatives in 2023, which saw an impressive $52,490 raised through voluntary activities. Most notably, the “From Me to PNG” initiative, which provided educational resources to remote villages in Papua New Guinea, established libraries in seven schools despite initially planning for just two or three.

GENERAL INSURANCE COMPANY OF THE YEAR

FINALISTS

* AA Insurance

* AMI

* Chubb Insurance

* FMG

* Vero Insurance New Zealand

In a tough category, AMI Insurance took home the award with an authentic “no-nonsense” submission detailing important achievements across product innovation, diversity and inclusion, talent development and climate change initiatives.

In 2023, the business introduced its AMI cyber product, which acts as a comprehensive cybersecurity solution for SMEs. Another significant innovation was the AMI HomeHub, which streamlines the home repair claims process. This initiative has reduced claim processing times by 60%, with a record average of 28 days in early 2024, driving an increase in AMI’s Net Promoter Score (NPS) from 41 to 64.

AMI’s commitment to diversity and inclusion was highly praised by the judges, particularly its support for Auckland Pride. AMI was the first insurer to be a major sponsor, contributing $40,000 and actively participating with 25 staff members. Internally, AMI’s Pride Employee Network Group has over 836 members and offers training programs like “Working under the Rainbow,” which has been completed by 479 employees.

The company’s talent framework promotes gender equity and leadership among women through programs like “Code Like a Girl” internships and “Global Women Leadership” initiatives. AMI also supports diverse career paths with the Tupu Toa and First Foundation programs, benefiting over 130 interns since 2008.

Judges commended AMI’s deep commitment to employee development overall. The IAG Academy offers self-paced, modular learning including programs such as the “Resiliency Garden,” which supports employees during change with mindfulness and resilience tools.

On the climate front, AMI has reduced its Scope 1 and 2 emissions by 23% since the FY21 baseline, aiming for a 37.8% reduction by 2030. The business is transitioning to a fully electric fleet by FY25 and implementing sustainable practices in its RepairHub services, including energy-efficient, robotic paint booths and extensive recycling programs.

CLAIMS TEAM OF THE YEAR

AA Insurance

FINALISTS

* AA Insurance

* Chubb Life

* DUAL

* Fidelity Life

* IAG

* QBE

In a hotly contested category, AA Insurance emerged the victor, due to its commitment to delivering outstanding customer service through a human-centred approach and innovative solutions.

Judges praised the efficiency of AA Insurance’s specialist claims model, which provides customers with direct, personalised service. Claims are accepted on first contact and regular updates are provided throughout the claims journey. The company’s 2023 investment in automation saved an impressive 15,841 hours of manual effort, allowing the team to focus on supporting customers experiencing vulnerability.

The judges also noted the success of initiatives such as motor Claims Service Centres (CSCs), which manage the entire repair process, including providing a Lifetime Repair Guarantee.

The company’s trial of Paintless Dent Repair (PDR) resulted in $37,000 in cost savings and significantly reduced repair times — some even completed on the same day. AA Insurance scaled this technology across its CSCs to reduce cycle times and waste.

Additionally, AA Insurance’s partnerships with Drive Group and other industry partners expanded capacity, with new centres projected to reduce repair times in Auckland from 8 to 4 weeks. These efforts were complemented by a focus on addressing supply chain challenges and fraud, with tools like KBBS forecasted to save $11.15 million in FY25.

AA Insurance’s strong focus on its people, diversity, and inclusion also stood out, with 82% engagement within the claims team and initiatives supporting Māori, Pasifika, and neurodiverse employees.

Additionally, judges noted the company’s partnership with the Student Volunteer Army (SVA), which equips volunteers with training materials developed by the claims team to prepare them for supporting their communities during major events. AA Insurance also engages with MPs and local government leaders to educate them on how to best build resilient communities ahead of potential crises.

CHOOSE CONFIDENCE

LIFE INSURANCE COMPANY OF THE YEAR

Asteron Life

Manheim - Australasia’s Largest Salvage Auctioneer

Maximise the return on your assets

Manheim is the largest seller of written off assets for insurers across the Asia Pacific region selling more than 170,000 salvage cars, motorcycles, trucks, plant and machinery. As part of Cox Automotive Manheim is one of the leading providers of innovative online solutions for asset management and sales in the automotive and industrial salvage sectors with products including MARS, MVR and Buy My Salvage.

In addition to providing auction services for insurance salvage assets, Manheim also provides logistics support through a network of national transport providers across Australia and New Zealand. By managing a regional partnership storage network and providing reporting and analytics services, Manheim provides a one stop shop for all your remarketing needs.

To find out how Manheim can help maximise the return on your assets contact us today on 09 918 0500

INSURTECH START-UP OF THE YEAR

Simfuni

SPONSORED BY

* InsuredHQ

* JAVLN

* Simfuni

Simfuni is an ANZIIF Award winner once again in this category, with its innovative cloud-based solution that is transforming the management of insurance premiums for brokers, insurers and third-party administrators.

Simfuni’s commitment to automation and user-friendly design has delivered measurable results, including a 47% increase in on-time payments and a 46% reduction in customer call volume.

Launched in 2023, Simfuni tackles the fragmented and outdated payment processes that have long plagued the industry. Its API-first platform integrates seamlessly into existing systems, allowing users to streamline billing, payments and customer service without overhauling their entire tech stack.

Judges praised Simfuni’s modular solution for its efficiency and customer-centric design. Notably, its automated arrears management system reduced arrears by over 12% for one direct insurance partner, while an impressive 8% higher conversion rate was achieved through flexible payment options.

In addition, Judges noted that Simfuni’s self-service customer portal enabled a thirdparty administrator to redeploy five full-time employees to higher-value tasks by drastically cutting response times on payment queries. By resolving inquiries for policyholders in real time, turnaround times were reduced from 72 hours to near instantaneous.

The integration of e-invoices and premium funding saved broker and underwriter partners over 22 minutes of administration time per policy, eliminating 12 manual steps in the quote-to-payment process. Judges were highly impressed to see premium funders shrink approval times from 24 hours to just one minute, driving a 34% increase in loan volume.

Judges saw immense value in Simfuni’s AI-driven tools “Sarah” and “Charlie,” which automate arrears negotiation and compliance checks. These innovations further reduced the need for manual intervention, accelerating customer resolution times and identifying hardship situations at scale.

PROFESSIONAL SERVICES FIRM OF THE YEAR

McLarens

FINALISTS

* Finity

* Ensure Recruitment

* McLarens

* Sedgwick

It was a close call for the Professional Services Firm of the Year, as all the finalists presented strong submissions, however McLarens ultimately emerged as the winner.

McLarens is New Zealand’s largest claims and risk management company, facilitating the settlement of complex claims. Judges praised the company’s impressive client retention rates, people initiatives and contributions made to community and industry.

In 2023, McLarens retained 100 per cent of its clients, as well as increasing BAU revenue by a significant 21 per cent through acquisition and cross-selling new services.

Having noted higher customer complaints in 2022, McLarens sought to improve client communications by appointing a Client Advocacy Officer. This resulted in a notable 57 per cent decrease in complaints in 2023. Judges commended McLarens for its transparency in customer satisfaction reporting and applauded its commitment to continuously improving the client experience.

McLarens’ approach to people development was praised for being thoughtful and unique.

Offerings include mental and financial wellbeing check-ins through Sonder, burnout prevention training with a clinical psychologist, Pilates sessions, and DE&I education. However, what truly stood out to the judges was the innovative four-day company weekend at SkyCity, commended for providing employees with valuable professional development insights while fostering team bonding in a creative and engaging way.

McLarens’ commitment to its people is reflected in impressive staff retention results. Over the past three years, the business has consistently achieved staff retention and engagement scores well over 80 per cent.

Judges also praised McLarens for its focus on corporate responsibility and giving back.

The charitable organisations supported by the business reflect its genuine devotion to community well-being. Throughout 2023, McLarens participated and sponsored multiple organisations including the Spirit to Cure step challenge for Leukaemia, Movemeber, Earth Day, Pink Ribbon and the Cancer Society.

SERVICE PROVIDER TO THE INSURANCE INDUSTRY

FINALISTS

* IVAA

* Johns Lyng New Zealand

* RedBook

* Smith&Smith

IVAA has been awarded in the Service Provider to the Insurance Industry category, with a standout submission showcasing its commitment to customers, people,and the broader industry.

IVAA, a team of jewellery experts, has transformed the claims settlement process by utilising cutting edge technology to help insurers deliver better outcomes to their customers. The organisation’s impact is evidenced by impressive data which reveals that in theI2024 financial year, its claims model saved insurers over $2.5 million.

IVAA measures customer satisfaction through four key areas: Customer Service, Initial Contact, Product Knowledge and Overall Experience. In 2024, the organisation gathered feedback from over 1,800 respondents, with 99 per cent rating IVAA a perfect 5 out of 5. Insurer staff rated IVAA an average score of 4.9 out of 5. These outstanding results reflect IVAA’s unwavering commitment to delivering exceptional customer outcomes.

Judges commended IVAA for its innovative platform, ‘Loupe’, developed to improve claims efficiency. The platform offers a workload forecaster, a live call tracker and a live chat tracker, providing staff with better visibility and functionality. Additionally, ‘Loupe’ has allowed IVAA to automate key aspects of its workflow. As a result, IVAA has almost doubled operational efficiency from 2023 to 2024, increasing annual claims volumes from 1,345 to 2,440.

IVAA also impressed the judges with its supportive approach to people development, particularly its ‘Charity Leave’ initiative, designed to foster a culture of community care by allowing employees to contribute to a charitable organisation of their choice. In 2024, the IVAA team collectively dedicated 45.6 hours to their chosen causes. Additionally, IVAA offers a 4-day work week, with the fifth day serving as an ‘on-call’ day. The judges praised this arrangement for its flexibility and care for employee well-being.

EXCELLENCE IN WORKPLACE DIVERSITY, EQUITY AND INCLUSION

Tower Insurance won the day in this category amid close competition, reflecting the degree to which workplace diversity and equity is valued by insurers in New Zealand.

Judges praised Tower for its comprehensive Diversity, Equity and Inclusion strategy which clearly aligns with a variety of initiatives undertaken over the last financial year. Tower’s submission presented robust data and research to support impressive figures across diversity and engagement overall.

Having become one of the first 50 business to join New Zealand’s Mind the Gap register in 2022, Tower saw its gender pay gap reduce to 20.2% in FY23 from 25.9% the previous financial year. In addition, a comparison of like for like roles saw some women paid slightly more than men.

Along with its generous parental leave entitlements, Tower’s innovative new gender affirmation leave policy was highly praised. Rolled out in July 2023, Tower employees undergoing gender affirmation can negotiate up to six weeks of paid and 12 months of unpaid leave at any juncture in their journey.

Judges also commended Tower’s sensitive approach to gathering engagement data, which enables all employees to actively share and take pride in their chosen identity. Increased disclosures allowed the company to proactively support wellbeing and retention. Most notably, employee representative groups (ERG) incorporate a wide range of advocacy projects and events that enjoy company-wide participation and promote a strong sense of inclusion among staff.

* Smith&Smith

* Tower

EXCELLENCE IN ENVIRONMENTAL, SOCIAL AND GOVERNANCE CHANGE

FINALISTS

* FMG

* IAG

* Smith&Smith

Judges had their work cut out for them in this competitive category, but IAG New Zealand emerged to take home the award.

In particular, the company was praised for its well-presented, detailed submission and its “smart” strategy of focusing on ESG initiatives within the New Zealand business.

Notably, IAG leveraged its innovative “Wild Weather Tracker” and Climate Change Poll to help communities understand risk and prepare for climate events. At FY24Q3, 34,959 New Zealanders had been engaged by the company’s Wild Weather Tracker editions, preparedness content and Disaster Claims Hub webpages.

Meanwhile, AMI’s expanded repair hub operations feature ultra-fast robotic paint booths which lower energy consumption by 70%. Emissions are also reduced using temperature-managed bake ovens, solar panels, wastewater recycling and plastic waste reduction.

IAG New Zealand also procures renewable energy for its office and Hub Services sites

to support supply chain decarbonisation. The company continues to transition its corporate fleet to EVs and hybrids, with 74 per cent achieved and 100% expected by end FY25.

Judges acknowledged the company’s brave move to cease underwriting entities predominantly in the business of extracting fossil fuels and power generation from fossil fuels. As a result, exposure fell below 0.01% of total GW by the end of FY23. In FY24, IAG is leading a project in partnership with other ICNZ members and fintech company COGO to facilitate emissions reporting.

IAG’s efforts have achieved a 23% reduction in Scope 1 and 2 emissions since FY21 and the company is on track to meet its 37.8% reduction target by 2030.

The judges were also highly impressed with IAG’s He Rautaki Māori (IAG NZ’s Māori Strategy), which includes insights from Te ara ki tua (The Pathway Forward) survey and dedicated Māori advisers within the business to foster leadership.

We tailor insurance for more than just tailors.

Like a bespoke suit, insurance works best when it is made to fit properly. So Vero provides cover that can be matched to your clients’ type of business and the particular risks they face. After all, keeping your clients in business is our business.

On top of the policies you’d expect, we also offer specialist cover such as Business Interruption, Liability, Construction and Engineering Insurance, and more. Our ongoing research helps us understand the complexities and challenges that businesses face, and we share these insights with our broker and adviser partners.

Vero’s online Vero Risk Profiler Tool contains over 85 industry guides highlighting common causes of claims across these industries, so you can help your clients make tweaks now to help avoid major disruptions down the line.

And as one of New Zealand’s largest insurers, your clients can be secure in the knowledge that Vero can assist with their claim.

To find out more about how Vero’s tools and insights can help you and your SME clients, get in touch with your Vero Business Development Manager.

YOUNG INSURANCE PROFESSIONAL OF THE YEAR

JAKE CARTER

Carter Briggs Hurle

SPONSORED BY

FINALISTS

* Samantha Beattie, Wotton + Kearney

* Nick Boyd, Johns Lyng New Zealand

* Jake Carter, Carter Briggs Hurle

* Matthew Hutcheson, Wotton + Kearney

* Abigail Ellen Leach, Delta Insurance

* Nick Meister, Vero Insurance New Zealand

* Bradley Tonkin, Spring Loans

* Shera Torrey, Morgan Project Services

In a field of many standouts, Jake Carter emerged the winner of the Young Professional of the Year award.

While studying at Macquarie University between 2009 and 2013, Jake worked full time as an accountant. After completing his Bachelor of Commerce, he sought a more dynamic role and, at 22 years of age, transitioned into forensic accounting with Cunningham Lindsey.

Jake’s career has spanned multiple locations, including Sydney, Queensland and New Zealand, where he led Sedgwick’s forensic accounting team. He later returned to Queensland as Director of Forensic Accounting before relocating back to New Zealand in 2022. In 2024, he co-founded Carter Briggs Hurle, a firm specialising in loss adjusting and forensic accounting.

Over the past year, Jake successfully managed the surge in business interruption claims from 7 to 50 per week following the Auckland Floods

and Cyclone Gabrielle. He expanded his team from 7 to 40 members, balancing the demands of growth with the complexities of scaling operations.

Jake holds a deep passion for the insurance industry, as it allows him to help people during their most challenging times. He is committed to giving back to his community, particularly during catastrophic events such as floods and cyclones, ensuring affected individuals receive the support they need. He has also contributed to industry initiatives, such as serving on the New Zealand YIPs committee, authoring articles on topical industry issues, and speaking at key events.

Looking ahead, Jake is focused on the continued success of Carter Briggs Hurle, aiming to position the firm as a leader in forensic accounting and loss adjusting. As Carter Briggs Hurle grows, Jake plans to continue prioritising customer and employee satisfaction, maintaining a high quality of work, and embracing technological advancements.

John Archer ANZIIF LIFETIME ACHIEVEMENT AWARD

Throughout his career, John Archer has profoundly shaped the insurance sector with his unwavering dedication to excellence, collaborative spirit and pursuit of innovation, cementing his legacy as a leader within industry.

John’s career in the insurance industry began in 1978 with State Insurance in Dunedin. Over his career, he has held numerous senior management roles with IAG, specialising in Technical Claims.

In 2011, John transitioned to the role of General Manager Canterbury Recovery, working closely with the Canterbury Earthquake Recovery Authority to address the damage caused by the earthquake within Christchurch CBD. John attended local community meetings, provided advice and resolved claims related to the earthquake.

John’s earthquake expertise has led him to present at many conferences, including one in San Fransisco, about the complexities of earthquakes, the challenges of loss allocation, structural damage and reinsurance and the EQC process. Additionally, John has represented the insurance industry for the Insurance Council of Australia at negotiations with Christchurch City Council and has assisted government representatives in formulating red-zone

land compensation packages for affected homeowners in Christchurch.

Since 2015, John has been leading IAG’s technical claims team as Manager of Technical Claims. He has provided leadership in insurance litigation and his involvement in mediations and judicial settlement conferences has been crucial in resolving some of NZI’s most complex and high-profile claims, including those escalated to the Supreme Court.

John has also acted as a representative of the industry, working with New Zealand Police to assist with the Firearms Amnesty Buy-Back.

Relationship building and effective communication are pillars of John’s leadership style. His commitment to teaching, coaching and mentoring have shaped the careers of many individuals within the industry, leaving a legacy of growth and excellence.

John’s active collaboration with government agencies has enabled him to play a pivotal role in influencing policy, ensuring the industry’s prosperity and success. John’s contributions have not only impacted those on an individual level but have also helped steer the entire industry toward a brighter, more sustainable future.

ANZIIF LIFETIME ACHIEVEMENT AWARD

Mike Austin

Mike Austin’s unwavering dedication and exemplary leadership have significantly transformed the insurance industry, fostering a strong sense of community and elevating the standards of professionalism in marine insurance and beyond.

Mike’s marine surveying career began in 1974 with CB Thompson Marine, following a decade in the merchant navy and commercial fishing.

In 1985, CB Thompson Marine was acquired by the predecessors of Sedgewick, and Mike was appointed marine manager.

During his time with CB Thompson Marine, the business grew from four to fifteen people. It also became the New Zealand Agency for Lloyd’s of London, the leading market for marine insurance. This expanded the company’s global connections and enhanced its international reputation.

As CB Thompson Marine’s founder, Captain Barry Thompson, prepared for retirement, Mike took on the role of joint owner and director. His leadership included training employees in the specialised skills of marine loss adjusting.

Mike’s leadership particularly excelled during challenging moments, including managing major marine claims during the 2011 loss of container ship Rena on Astrolabe Reef, where

he led inquiries, provided counsel, and authored detailed reports.

His outstanding contributions to the Loss Adjusting and Marine Surveying sectors have left an indelible impact on the industry. Throughout his career, Mike has been an active member of several professional associations. He has also served as the New Zealand Region Director of the International Institute of Marine Surveying, a panel member of the Arbitrators and Mediators Institute of New Zealand (AMINZ), a Master and Board Trustee with the Spirit of Adventure Trust and board member of Lloyd’s Register of Shipping in New Zealand.

Mike’s involvement with these organisations reflects his unwavering commitment to professional development, education, and community building. His contributions throughout his career have elevated industry standards and left an undeniable imprint within the sector.

His legacy reflects his deep passion and dedication to the insurance industry. His experience, knowledge, and wisdom have left a lasting impact, and will continue to shape the future of the industry and inspire the next generation of insurance professionals.

THE LAST WORD

The past year has underscored the importance of community and resilience. We’ve seen challenges, but we’ve also witnessed remarkable stories of support and innovation. This year’s awards celebrate those who have shown up when it counts most.

It’s heartening to see companies leveraging technology to enhance both customer and employee experiences. From improving communication channels to streamlining processes, the industry is making strides in creating more efficient and enjoyable experiences for everyone involved.

Climate change remains a pressing issue, and our sector is stepping up by addressing its causes and responding to its consequences. Whether through sustainable practices or innovative solutions, the commitment to making a positive impact is clear.

Our judges, with their extensive experience and dedication to the insurance industry, have played a crucial role in this process. Their insights and commitment to giving back ensure that we honour the very best in our field.

We also take pride in recognising the support and development of employees within our industry. It’s wonderful to see so much young talent emerging, bringing fresh perspectives and energy to the table.

At Deloitte, we are thrilled to be part of an industry that continuously evolves and strives for excellence. We extend our heartfelt congratulations to all nominees and winners. Your hard work and dedication inspire us all.

Thank you to the ANZIIF team for their incredible efforts and for allowing Deloitte the opportunity to scrutineer the judging process. Here’s to another year of growth, innovation, and exceptional service.

Kylie Bryant National Lead Partner, Insurance Sector

THANK YOU FOR SUPPORTING OUR INDUSTRY AND THE

12TH NEW ZEALAND INSURANCE INDUSTRY AWARDS