Insurance Business Awards New Zealand 2021 Commemorative Guide

COMMEMORATIVE GUIDE

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THANK YOU to everyone who took part in the first-ever Insurance Business Awards New Zealand. After a difficult year that tested the resilience of many industries, these awards offer a true snapshot of the best and brightest in insurance – those who have stepped up and put their clients first at a time when it mattered most.

The Insurance Business Awards New Zealand celebrated and recognised excellence in the insurance profession across 12 prestigious categories, focusing on the achievements of the country’s best insurance professionals and organisations. It was wonderful to see such strong industry support for the first Insurance Business Awards New Zealand, and we would like to thank everyone who submitted a nomination and acknowledge our esteemed panel of judges for lending their time and expertise to the endeavour.

The Insurance Business Awards New Zealand are brought to you by Key Media, publishers of the leading global family of Insurance Business magazines and insurancebusinessmag.com. We are proud to continue our tradition of celebrating insurance excellence in New Zealand and would like to congratulate all of this year’s gold winners and excellence awardees.

BROKERAGE AWARDS

JUSTIN KENNEDY Managing Director, APAC Key Media

Brokerage of the Year (11+ Staff)

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Brokerage of the Year (1–10 Staff)

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Broking Network of the Year

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Best Customer Service from an Individual Office

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BROKER AWARDS Broker of the Year – Independent

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Broker of the Year – Specialist

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Young Gun of the Year – Independent

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INSURER AWARDS Best Digital Strategy – Insurer/Underwriting Agency

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Claims Team of the Year – Insurer/Underwriting Agency

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General Insurer BDM of the Year

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Service Provider of the Year

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New Zealand Underwriting Agency of the Year

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INSURANCE BUSINESS AWARDS NEW ZEALAND 2021:

WINNERS’ CIRCLE

The 2021 Insurance Business Awards New Zealand were a key demonstration of industry solidarity in the face of adversity

THE INAUGURAL Insurance Business Awards New Zealand were launched in October 2020, with a call to insurance professionals around the country to send in nominations. Over the following weeks, the Insurance Business NZ team was inundated with stories of strength, leadership and adaptability from insurance teams across the nation. It was heartening to see how so many members of the insurance profession rose to the challenges presented by COVID-19 and its impact in New Zealand and beyond.

The winners were carefully selected by a panel of 14 expert judges, including prominent industry figureheads from organisations like Suncorp, IAG, Gallagher Bassett, AIA, Delta, Donaldson Brown, nib,

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Youi, the Veterinary Professional Insurance Society and Insurance Advisernet. Gold winners and excellence awardees were announced on 17 February on the Insurance Business NZ website.

The leading independent awards event for the insurance profession in New Zealand, the Insurance Business Awards NZ recognise the best around the country. After such a testing year, the awards were wellearned, particularly for those insurance professionals who spent the past 12 months navigating the global impact of the COVID-19 outbreak.

It’s more important than ever that, as an industry, we take the time to recognise and celebrate the fantastic personal and organisational achievements and contributions on our doorstep.

METHODOLOGY PROCESS  Insurance Business NZ issued an open call for nominations to the title’s nationwide readership of insurance professionals.  Prospective nominees sent in submissions online; IBNZ received hundreds of nominations. After a lengthy vetting process, the shortlisted candidates were invited to send additional information to be considered by the judges.  Each award had its own judges, who cast their votes to decide on the winners. Gold winners and Excellence Award recipients for the 12 categories were announced on 17 February.

CATEGORIES he Insurance Business Awards NZ T featured 12 individual and company categories, recognising employers, teams and leaders from businesses large and small.

KEY DATES  19 October 2020 Nominations opened  4 December 2020 Nominations closed

Recognising the insurance heroes of 2020

2021

 17 February 2021 Winners announced online

After a year that changed the world, it was a particularly poignant time to recognise insurance professionals. When insurance companies reported their full-year results for 2020, the true impact of the coronavirus pandemic on the industry became much clearer. While many firms fared well through a challenging year, it wasn’t an across-the-board stable period for insurers. In fact, the sheer range in the numbers reveals just how uniquely the events of 2020 impacted each company.

And the pandemic was far from the only burden weighing on the insurance industry. Catastrophe claims, for example, were also

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notable and appeared to drain many companies’ resources during a period when their coffers were already strained by expenses brought on by COVID-19.

The year also provided an opportunity to take stock of what the insurance sector has to offer in a changing world – and how companies can change for the better along with it. Customer behaviour is just one of these factors, explained Claire Sutton, executive manager of customer insights and culture at Suncorp New Zealand, who was one of the judges who cast their expert eye over this year’s award nominations.

“Consumers want to interact digitally and directly, and they expect that absolutely seamless experience, and we’ve definitely seen that through the insurance sector,” Sutton said. “Customers are expressing a preference for purchasing online, but we also saw through COVID tracking that they actually really cherished the fact that we were available on the phone. There are also some interactions where relationships are key, and the power of that personal connection is something we really need to grapple with in our bid to embrace digital.”

Despite a slew of global and local difficulties, many within the insurance community stood defiant and continued to prosper. This was particularly evident in the case of DUAL, the gold winner of Best Digital Strategy – Insurer/Underwriting Agency. DUAL had a busy year in which it began to deploy underwriting capital alongside that of its existing capacity providers, bagged billions of dollars in major equity investment and became New Zealand’s biggest specialty lines underwriting agency.

“We have made significant investments in our actuarial and analytical capabilities, as well as our service infrastructure and technology, to build out an agile and scalable underwriting platform with efficiency and performance centre stage,” said DUAL group CEO Richard Clapham. “This has been critical on our path to continually dialling up the provision of innovative and expert underwriting and dialling down the frictional costs of insurance.”

Looking to the future Beyond the global crisis, the pandemic is likely to have long-lasting implications on the insurance industry in general. Last year was one in which many long-held industry-wide assumptions were flipped upside down and needed extensive re-evaluation.

Many of the nominations reflected the admirable way that insurance professionals, teams and organisations throughout New Zealand quickly adapted to a multitude of ‘new normals’. Some notable themes among the nominees revolved around dedication to service, teamwork and the differing approaches used by organisations of various sizes.

Unsurprisingly, in a year when the industry really had to double

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Despite a slew of global and local difficulties, many within the insurance community stood defiant and continued to prosper

down on excellent service to retain clients, the continual provision of service was a key theme. A prime example is Hello Claims, which won the coveted Service Provider of the Year Award. One particular innovation the company focused on was embracing video streaming technology. Hello Claims wanted clients to know that, despite the pandemic, its service remained the same.

“Hello Claims is operating as business as usual due to our live streaming technology, LiveLogik ... [a] socially responsible tool and way of conducting business,” said chief executive Nick Herford. “Many insurers are facing the difficult question of how best to support their customers in the claims process at this time. Live video streaming is definitely one product seeing a surge in demand that provides a safe alternative to the claim and repair handling process.”

The COVID-19 pandemic also presented an opportunity for companies to leverage the power of teamwork to thrive. When a dedicated group of employees is working together as a finely oiled machine, great things are possible – and Delta Insurance proved this, taking home the award for Underwriting Agency Claims Team of the Year.

“Last year, we saw very positive growth for Delta here – almost 25%, and double that in the Asia-Pacific region, despite the impact of COVID-19,” said Ian Pollard, managing director of Delta. “That growth has encouraged us to significantly broaden our footprint in Asia-Pacific and beyond, becoming more global in our outlook.”

And it’s not just large businesses like Delta that emerged triumphant. Smaller and medium-sized companies also thrived. Among them was AUB Group NZ, which snared the award for Brokerage of the Year – 11+ Staff.

“I’d like to thank our brokers and staff, who have pulled together, despite facing tremendous adversity and difficulty, to help us deliver an extraordinary financial result,” said AUB Group chief executive and managing director Michael Emmett. “I’d also like to acknowledge our clients, whose resilience in the face of the pandemic and continuing confidence in our services and advice are critical to our business.”

Some notable themes among the nominees revolved around dedication to service, teamwork and the differing approaches used by organisations of various sizes

The value of celebration There’s no doubt that awards such as these help to uphold the standards of the insurance profession. The professionals, teams and organisations that were nominated have all displayed excellent business practices, great levels of service and exemplary adaptability, setting the bar for others.

Key Media and Insurance Business NZ are honoured to present the 2021 Insurance Business Awards NZ, highlighting the best in class in such an inspiring profession. Discover more about our finalists and winners on the next few pages. Congratulations to this year’s nominees and winners – you are an inspiration to the insurance profession.

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BROKERAGE OF THE YEAR

BROKERAGE OF THE YEAR

BROKING NETWORK OF THE YEAR

This award recognises the best brokerage operation with 11 or more staff (or full-time equivalents) in New Zealand.

The number of staff includes all brokers writing business (licence holders or authorised representatives) and support staff. To be eligible, brokerages must be independently branded and headquartered in New Zealand.

This award recognises the best brokerage operation with one to 10 staff (or fulltime equivalents) in New Zealand. The number of staff includes all brokers writing business (licence holders or authorised representatives) and support staff. To be eligible, brokerages must be independently branded and headquartered in New Zealand.

This award recognises the best broking network in New Zealand.

When judging this category, the following criteria were considered from an overall business perspective.

When judging this category, the following criteria were considered from an overall business perspective.

 D evelopment of key partnerships and relationships with brokers and insurers

 Client retention

 Client retention

 Customer service proposition

 Customer service proposition

 F inancial results, including total revenue, percentage of new business, and growth in client and staff numbers

 Financial results, including total revenue, percentage of new business, and growth in client and staff numbers

 Staff development and retention

 Staff development and retention

 T he business’s value proposition and strategy around stakeholder engagement

 The business’s value proposition and strategy around stakeholder engagement

GOLD WINNER

GOLD WINNER

(11+ STAFF)

Dawson Insurance

EXCELLENCE AWARD Bridges Insurance Services

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(1–10 STAFF)

Sherpa Insurance Brokers & Advocates

When judging this category, the following criteria were considered:  Y ear-on-year growth  E ffective business development and lead generation strategies

GOLD WINNER

Insurance Advisernet NZ

2021

FEATURED WINNER

INSURANCE BUSINESS AWARDS NEW ZEALAND

Insurance Advisernet NZ INSURANCE ADVISERNET NEW ZEALAND (IANZ) was established in 2006 and is a member of the publicly listed AUB Group. IANZ represents a network of more than 60 highly skilled independent insurance broking businesses throughout New Zealand, looking after 23,000-plus clients and employing more than 300 staff nationwide.

IANZ is focused on providing worldclass support to its broking network to reduce administrative burden; providing branding, brochures, web design and

sales resources; ensuring compliance with legislative and IANZ standards; bringing innovative, value-added offerings; providing access to all key insurer relationships and lead generation activities; and providing one broking system for all practices.

This way, IANZ protects, enhances and grows its broking practices, while empowering its broker partners to focus on providing high-quality risk advice and outcomes for their clients. By choosing an IANZ broker, clients get the benefits

of specialist knowledge and skills, tailored and personalised services, and competitively priced products.

IANZ broker Sherpa Insurance Brokers & Advocates in Canterbury won Brokerage of the Year – 1–10 Staff at the inaugural Insurance Business Awards New Zealand, and RIVAL Wealth from Wairarapa was recognised for providing the Best Customer Service from an Individual Office. To cap it all off, Insurance Advisernet was named Broking Network of the Year.

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BEST CUSTOMER SERVICE FROM AN INDIVIDUAL OFFICE

BROKER OF THE YEAR

BROKER OF THE YEAR

This award recognises the best brokerage office or branch that has maintained consistent and sustainable customer service standards over the past 12 months.

This award recognises the best broker working in an independent brokerage operation.

This award recognises the best broker who derives more than 50% of their business from one area of specialty risk.

When judging this category, the following criteria were considered:

When judging this category, the following criteria were considered:

 Client retention

 Client retention

 Customer service proposition

 C ustomer service proposition

 Lead generation

 L ead generation

 Contribution to the overall business

 C ontribution to the overall business

 Relevant financial results, including number of policies written, number of clients and total revenue (fees) generated

 R elevant financial results, including number of policies written, number of clients and total revenue (fees) generated

 Contribution to the insurance intermediary channel

 C ontribution to the insurance intermediary channel

GOLD WINNER

GOLD WINNER

When judging this category, the following criteria were considered from an individual office/branch perspective:  Overall customer service proposition  R esponsiveness to changing market demands  Product knowledge  Product offering  P ositive impact on client retention and customer satisfaction  T he business’s value proposition and strategy around stakeholder engagement

GOLD WINNER

INDEPENDENT

SPECIALIST

RIVAL WEALTH Shane Gadsdon

Discovery Financial Services EXCELLENCE AWARD Lifestyle Cover NZ

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Dean Spense

Captive Insurance Solutions NZ

YOUNG GUN OF THE YEAR INDEPENDENT

This award recognises the best broker under the age of 35 working for an independent brokerage operation.

When judging this category, the following criteria were considered:  D emonstrated career progression and professional development  C ontribution to the overall business  R elevant financial results, including number of policies written, number of clients and total revenue (fees) generated  Overall customer service

2021

FEATURED WINNER

INSURANCE BUSINESS AWARDS NEW ZEALAND

Josh Cuttance GOLD WINNER

Josh Cuttance SHARE NZ

SHARE NZ JOSH CUTTANCE joined SHARE as a distributor adviser in June 2019, setting up his own company to trade under the SHARE model while building his own book from scratch.

In 2020, Cuttance’s continual drive to offer thorough advice and exceptional service to his clients led to his company hiring its first staff member. The growth of the business is due entirely to external referral streams, networking, client referrals and social media marketing.

Cuttance’s goal moving forward is to grow his business with increased need for support staff and associate advisers. He is fortunate to be able to take advantage of the priceless support and mentorship offered by SHARE and would like to contribute to a pathway for other young advisers who might not be ready to go out on their own. He is confident that helping young advisers – who might not know what their incomes will be or if they can maintain growth while building their own book – will be an exciting and rewarding process.

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BEST DIGITAL STRATEGY

CLAIMS TEAM OF THE YEAR

INSURER/UNDERWRITING AGENCY

INSURER/UNDERWRITING AGENCY This award recognises the general insurer or underwriting agency that has best harnessed digital channels to provide brokers with practical, effective and easily accessible facilities to help them with their business.

When judging this category, the following criteria were considered:  T he business’s key objectives behind its digital platforms  H ow the business uses digital platforms to acquire, connect, interact with and retain customers  F eatures and quality of content, including product information and broker resources

GOLD WINNER

DUAL NZ EXCELLENCE AWARDS nib New Zealand Pinnacle Life

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This award recognises the best claims team within a general insurer or underwriting agency in New Zealand.

When judging this category, the following criteria were considered:

2021

FEATURED WINNER

INSURANCE BUSINESS AWARDS NEW ZEALAND

ELLENCE AWARD EXC

Pinnacle Life PINNACLE LIFE has digital strategy at its core. The company launched the first website allowing customers to buy life insurance online instantly in 2007 and has continued to invest in ground-breaking technology ever since. Most recently, Pinnacle Life became the first company to offer life insurance with income protection in one policy online. This product solution is part of their ongoing commitment to making things as easy as possible for their customers.

While many of their competitors advertise an instant quote and cover, most require a phone call or contact details to conclude. Pinnacle Life’s strategy focuses entirely on the customer being able to fulfil in their own time, at their own speed. They focus on keeping things so easy and uncomplicated that customers are confident they are making the right choice about their cover. Nothing is left unexplained.

Pinnacle Life believes that life insurance should be accessible and affordable. Because they are an online company, it costs less to run their business, which gets passed on to customers in the form of low premiums. An ongoing strategy that leverages digital innovation to enable life insurance solutions makes Pinnacle Life Aotearoa’s leading online provider of life insurance, income protection insurance, funeral insurance, and critical illness and disability insurance.

 Business achievements in the insurance intermediary channel, including coverage, service levels and turnaround times (claims and new business)  Year-on-year growth and market share in the general insurance industry  Service innovations, including technology, broker communications, training and development  Overall support of and contribution to the insurance intermediary channel  Demonstration of positive impact on the wider community

GOLD WINNER

Delta Insurance EXCELLENCE AWARDS AIG Insurance New Zealand DUAL New Zealand Vero Insurance Zurich New Zealand

GENERAL INSURER BDM OF THE YEAR

SERVICE PROVIDER OF THE YEAR

This award recognises the best business development manager working for a general insurer operating in New Zealand. Considerable weight was placed on nominations from the broking community.

This award recognises the best service provider operating within the New Zealand insurance sector. Considerable weight was placed on nominations from the broking community. Eligible service providers included but were not limited to software and technology, legal, compliance, and training and education.

When judging this category, the following criteria were considered:  A ccessibility and communication with broker clients

When judging this category, the following criteria were considered:

 D emonstrated understanding of brokers’ businesses

 Overall customer service proposition/point of difference

 Product knowledge

 The industry’s need for the service

 V alue added to the organisation and the insurance intermediary channel

 How the service has added value  O verall commitment of the organisation to its customers  Demonstrated commitment to innovation and continuous improvement

GOLD WINNER

GOLD WINNER

James McNulty

Hello Claims New Zealand

FMG

EXCELLENCE AWARDS Allianz Partners Gallagher Bassett JAVLN NZ Roadside Assistance (NZRA) Smith&Smith

2021

FEATURED WINNER

INSURANCE BUSINESS AWARDS NEW ZEALAND

Hello Claims New Zealand HELLO CLAIMS is a motor claims management, assessing and accident management business that offers an end-to-end solution that benefits insurers, fleet managers, insureds, brokers and smash repairers.

Hello Claims uses innovative methods and processes for faster assessment of vehicle damage. By offering new ways of managing vehicle repair networks, Hello Claims provides clients with reduced claim costs, a reduced claim life cycle and faster service delivery, resulting in marketleading customer satisfaction scores.

Smart Assessing is Hello Claims’ revolutionary solution that achieves predictable outcomes in an unpredictable industry. Completing assessments through the firm’s trusted network reduces claims costs and life cycles compared to industry averages, while seamlessly updating customers each time their vehicle moves from one repair stage to another. Assessing solutions on offer also include digital, ‘live’ and on-road.

Hello Claims’ claims management platform gives all stakeholders complete transparency as to the next steps and progress of a claim.

This includes market-first live video stream assessing, which enables assessors to share video, commentary and photos of the damage remotely.

Hello Claims also gives customers peace of mind with 24/7 client care and towing nationwide.

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SERVICE PROVIDER OF THE YEAR

NEW ZEALAND UNDERWRITING AGENCY OF THE YEAR

This award recognises the best underwriting agency operating in New Zealand.

When judging this category, the following criteria were considered:

2021

FEATURED WINNER

INSURANCE BUSINESS AWARDS NEW ZEALAND

ELLENCE AWARD EXC

NZ Roadside Assistance (NZRA) NEW ZEALAND ROADSIDE ASSISTANCE (NZRA) has been helping keep Kiwis safe and moving on the roads since 2008. NZRA’s automotive assistance programmers ensure a prompt and reliable response to accidents, breakdowns, towing and tyre problems, lockouts, lost keys, empty tanks, and more. Private vehicle owners get peace of mind, knowing there is someone to call 24/7, whether locally or nationwide. Businesses are assured their fleet – whether it’s a couple of vans or a nationwide network of vehicles – can safely get back on the road, sooner.

NZRA is also trusted by major insurance and vehicle rental services companies to provide whitelabelled, round-the-clock roadside assistance. This adds value to their existing products or services, boosts customer retention, and increases revenue and profits. For their customers, NZRA’s seamless solution reflects the standard and service of their chosen provider.

NZRA’s top-notch service helped the company take home an Excellence Award for Service Provider of the Year at the 2021 Insurance Business New Zealand Awards. Servicing 450,000-plus customers, NZRA guarantees premium service at competitive rates, plus the fastest response time in New Zealand.

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 B usiness achievements in the insurance intermediary channel, including coverage, service levels and turnaround times (claims and new business)  Y ear-on-year growth and market share in the general insurance industry  S ervice innovations, including technology, broker communications, training and development  O verall support of and contribution to the insurance intermediary channel  D emonstration of positive impact on the wider community

GOLD WINNER

DUAL NZ

2021

FEATURED WINNER

INSURANCE BUSINESS AWARDS NEW ZEALAND

DUAL NZ DUAL NEW ZEALAND, one of the largest underwriting agencies in New Zealand and one of the top-five liability providers in the local market, provides exceptional underwriting and claims services for 4,500-plus individual brokers and writes NZ$25m in gross written premium across 17,000 policies.

DUAL’s liability and uninsured exposures specialists write more than 500 different occupations, focusing on emerging risks, while its in-house claims team has handled more than 6,900 matters since its commencement in 2011.

Part of DUAL’s strong value proposition is WebRater, which allows broker partners to obtain instant quotations and bindings 24 hours a day, 365 days a year. A dedicated WebRater team supports this platform, delivering a two-hour turnaround for WebRater referrals.

With COVID-19 largely preventing personal contact with brokers, DUAL was able to shift to remote work quickly and redefine its communication approach, embracing digital mediums such as EDMs, social media and webinars, and making educational content readily available through its website.

DUAL also won Best Digital Strategy and an Excellence Award for Claims Team of the Year at the 2021 Insurance Business Awards New Zealand.

2021 JUDGING PANEL Insurance Business NZ would like to thank our esteemed judges for lending their time and expertise to recognise and celebrate excellence in the insurance profession

ALPHA WOOLRICH

MARNI JACKSON

Chief executive officer Veterinary Professional Insurance Society

Head of product (car) Youi Insurance

ANNABELLE THOMPSON

MEGAN FERGUSON

Executive manager, general insurance sales and service Suncorp

Chief operating officer Gallagher Bassett NZ

CLAIRE SUTTON

MEL GORHAM

Executive manager, customer insights and culture Suncorp

Chief executive officer IBANZ

DAVID CRAWFORD

NIC DORWARD

Director/chief executive officer Insurance Advisernet

Head of customer and digital nib NZ

FIONA HEWITT

PETRA LUCIOLI

Executive manager – culture, people experience and business solutions IAG

Group claims manager Delta Insurance

IRENE DIAZ

RACHEAL GREER

Former chief underwriter Resolution Life

Head of claims and risk Donaldson Brown Insurance Brokers

KATRINA SHANKS

SHARRON BOTICA

Chief executive officer Financial Adviser NZ

Chief customer officer AIA NZ

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