19th ANZIIF Australian Insurance Industry Awards

WITH THANKS TO OUR SPONSORS

PRESIDING JUDGE’S MESSAGE

On behalf of the Australian and New Zealand Institute of Insurance and Finance (ANZIIF), welcome to the 2023 Australian Insurance Industry Awards.

Now in its 19th year, the Australian Insurance Industry Awards celebrate the outstanding achievements of Australian individuals and businesses and highlight the industry’s collective success.

This year, we acknowledge our industry’s continued support for its customers, its people and the community, as well as the extraordinary commitment and passion that enables our industry to thrive. This year’s theme, “Nurturing Talent”, honours the industry’s dedication to investing in talent and fostering the supportive environment that is pivotal to ongoing business growth.

The 2023 Australian finalists should all be incredibly proud of their accomplishments and for displaying excellence and remarkable professionalism.

Thank you to our diverse judging panel, all of whom generously give their time to assess the submissions, and to our great partners and sponsors, whose unwavering support helps make this important event possible. Thank you to the many individuals and businesses who submitted applications; and to our co-founding partner, Asia Insurance Review.

Thank you for joining us to celebrate the Australian insurance industry and the year that was.

2023 JUDGING PANEL

Prue attended the Queensland University of Technology, graduating with a Bachelor of Laws. Prior to her appointment as ANZIIF CEO, she was the General Manager, Corporate Operations at State Trustees, a role which included the oversight of Finance, Technology, Legal, Compliance, and Investments in a highly complex, medium size financial services company.

She has over 20 years’ experience in the financial services sector, including management accounting at Macquarie Bank and policy development at Investment Funds and Superannuation Association. She has also held leadership roles in financial services product development, marketing and operations at Colonial Mutual and National Australia Bank.

Prue was the Deputy Chancellor of Victoria University and the Chairman of the Resources Committee and is currently a Board member at Citywide Service Solutions.

With 30 years in the general insurance industry, 20 of those years in Senior Management and Leadership roles, Jenny is a highly driven and strategic senior executive who is a founding member and the current Chair of ANZIIF’s General Insurance Faculty Advisory Board. A practicing Certified Insurance Professional, demonstrating a lifetime commitment to study and ongoing learning has seen Jenny achieve a Graduate Diploma in Insurance and a Master of Business Administration from Deakin University. Jenny has worked for several leading insurers in a variety of operational and management roles both in Australia and overseas. Jenny is the inaugural Chief Executive Officer at the Underwriting Agencies Council and passionate about shaping the future of UAC and delivering its members a road map for success.

With an international background in business and technology, Stephen has delivered insurance solutions to the Australian, New Zealand and U.S. markets for more than 35 years. His focus on identifying core solutions for organisations and assessing appropriate delivery models has ensured the most strategic outcomes for his clients. This included delivering large multi-country solutions such as customer-facing systems, business process solutions and systems of record, assessing business requirements and appropriate packages/ solutions and ensuring cost-effective solution delivery. Stephen has held senior roles as Country Manager and Director Insurance for the likes of global outsourcers, systems integrators and insurance software companies in Australia, UK and the U.S.A.

Current consultancies include merger and acquisition activity, insurance technology analysis and reviews, executive coaching, business success consulting, sales coaching and mentoring (incl. recruitment), insurance market research & non-executive board roles.

Since joining VMIA in 2015, Andrew has led the continued development of VMIA’s risk and insurance offering, and, formerly as Chief Insurance Officer, was responsible for the Authority’s insurance, reinsurance, claims and insights activities. With a background in management consulting and change leadership and having worked globally in executive roles across a diverse range of industries, Andrew brings clear strengths in transformational leadership, a detailed appreciation of VMIA’s operations and a passion for delivering real value for the state of Victoria.

Luke is the General Manager of Professional Standards at ANZIIF and is responsible for the delivery of education and membership services, as well as establishment of ANZIIF’s Professional Standards framework. In his 15+ years at ANZIIF Luke has held a variety of different roles and led many significant initiatives, focusing on customer engagement and the development of insurance professionals. Luke holds a Master of Enterprise (Executive) and a Bachelor of Environmental Science.

Simone is the CEO of Insurtech Australia, a national not-for-profit organisation with a vision to create a world leading insurtech ecosystem which aims to foster a diverse community of insurance innovation and collaboration across the Australian insurance industry. An experienced leader in the insurance industry, Simone has held senior executive roles in both Australia and the UK and also has management consulting experience. Her previous role was that of Chief Operating Officer for Munich Re in Australasia. Additionally, she has been a Non-Executive Director of the Australian and New Zealand Institute of Insurance and Finance (ANZIIF) since August 2018.

Megan is currently the Underwriting Development Manager at 360 Commercial. With over 15 years’ experience in the industry, Megan has worked across various roles in Underwriting, Claims, Operations, Distribution, eBusiness Solutions and Broking. Prior to starting at 360 Underwriting Solutions in 2023, Megan was the co-Founder and Head of Sales and Underwriting at Mitti Insurance, winners of the 2022 ANZIIF Australian Insurance Industry Award for Insurtech Start Up of the Year.

Damian is the Portfolio Manager – Workers Compensation at Catholic Church Insurance (CCI), prior to this he was the General Manager of Industry Engagement at ANZIIF. Damian has held management positions across claims, underwriting, client services and sales for Allianz across Victoria, Tasmania and managing Australia wide operations. Damian holds a Graduate Diploma in Musculoskeletal Rehabilitation and he spent time in education as a lecturer and tutorial leader for Victoria University and Holmesglen TAFE and recently completed AICD Company Directors course. Damian is passionate about developing people to deliver growth across the insurance and finance Sectors.

Mathew joined the Insurance Council in November 2020 in the new role of General Manager Public Affairs, where he is responsible for the organisation’s communications and engagement with the community, media, stakeholders and government. In this role he has driven an overhaul of the ICA’s brand, implemented new publications such as the Insurance Catastrophe Resilience Report, and been responsible for public-facing advertising campaigns on issues including resilience investment and state taxes and charges. Mathew has three decades’ experience in consulting, the media, government, and politics, including as a senior public and corporate affairs practitioner, journalist, ministerial advisor and chief of staff, and as the NSW Government’s lead communications executive.

Phil has over 35 years’ experience in Financial Services and Insurance having held a diversity of roles including owning his own financial planning practice as well as executive roles including General Manager Life and Investments at Zurich and was most recently the CEO of the Association of Financial Advisers. In November 2021, Phil was appointed Chief Executive Officer of the National Insurance Brokers Association of Australia (NIBA). Phil leads NIBA’s industry representation efforts and promotes the role and professionalism of brokers to governments; regulators; businesses and the broader community.

Anita started her insurance career as a specialist broker in Melbourne. After completing her Bachelor of Business degree, she pursued her goal of working at Lloyd’s of London. Her six-year experience in the international marketplace provided her with opportunities to continue her insurance career in Australia. In 2010 Anita co-founded Solution Underwriting Agency and has shaped and grown the award-winning business to what it is today. Anita continues to work within the business and to hold strong stakeholder relationships both locally and in London. With over 30 years’ experience, Anita is passionate about diversity, inclusion, mentoring and coaching young people in the industry, and higher education (she is currently undertaking her MBA). Anita is an award-winning insurance professional named several times in the Top 100 and Elite Businesswomen of insurance categories. She regularly presents on panels for industry groups such as NIBA, YIPs and ANZIIF, contributes to industry news outlets, and mentors a variety of industry leaders.

With 20 years’ experience in financial services and law, Suzi is currently the Chief Commercial Officer for Hollard, overseeing portfolio, product, underwriting, pricing and distribution for Australia and New Zealand. Previously, Suzi held executive roles within Zurich Financial Services Australia in operations and claims, both in General Insurance and Life Insurance. Suzi holds Bachelor of Law and Bachelor of Business degrees from the University of Technology, Sydney.

Gabriele is CEO & Managing Director for Protecsure, an underwriting agency located in Sydney that specialises in Equipment insurance for mobile assets and Liability for small businesses. With over 35 years’ experience in the insurance industry, Gabriele is a highly accomplished executive leader who holds expert knowledge in intermediary and underwriting agency business procedures and practices. Gabriele demonstrates her ongoing commitment to the industry by her continued involvement in mentoring programs and the ANZIIF Awards judging panel. Gabriele is a Tier 1 Qualified Insurance Broker, Certified Executive Coach and AICD Member.

Vicki Mullen has nearly 30 years’ experience in public policy and financial services. She has worked for two large insurers. She has also held senior roles with the Insurance Council of Australia, the Financial Services Council and the Actuaries Institute. Vicki also worked for nearly three years as an Ombudsman with the Australian Financial Complaints Authority. In her earlier career, she worked extensively within government, including roles with the NSW Parliament, the NSW Cabinet Office and a senior Minister. Vicki is a Senior Consultant with Finity Consulting providing services for clients in regulatory affairs. Vick holds a Bachelor of Arts and a Master of Laws degree. She is a Graduate of the Australian Institute of Company Directors.

Jillian has specialised in forensic accounting since 2007, in both Canada and Australia. She has focused on the quantification of economic damages for insurance and litigation purposes, presenting her findings to industry professionals and in market meetings. Her experience deals with the quantification of economic damages for business interruption and product liability & recall losses in both insurance claims and recovery proceedings. She has assisted with catastrophe response following the New Zealand earthquakes, Brisbane floods, Sydney ANZAC Day Hailstorm, and cyclones and ex-tropical cyclones in northern New South Wales and Queensland. Since 2014, Ms. Pancott has been a member of the AILA Young Professionals subcommittee, held the position of NSW Treasurer for AILA in 2018 and since 2020 has served on the AILA National Executive Board as Treasurer. In 2019 she was awarded the Young Insurance Professional of the Year award from ANZIIF at the Australian Insurance Industry Awards.

Mark is known as a highly innovative, strategic business relationship development professional, with a successful background in general insurance and financial services, not-for-profit 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 co-founder and host of the podcast series – Business Made Personal.

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.

Shaun Standfield is the managing director of Insurance Advisernet. A senior insurance executive with expertise gained from working for large insurance companies in Australia and across Asia, Standfield leads a large brokerage with operations in over 260 locations across Australia and New Zealand; the company places more than $1.3 billion of premium. The strength of Insurance Advisernet is also derived from their being a partner with ASX-listed AUB Group, who empower and support the team 100% in executing their strategic plans. I have an active interest in the not-for-profit sector, having chaired the QBE Foundation in Australia & Asia and a long association with KidsXpress and in recent years with the Insurance Advisernet Foundation.

Tim is a Director at Taylor Fry, and has worked in the general insurance industry since 2012. He has extensive experience providing reserving, M&A, pricing and capital management services to general insurers, and currently holds an Appointed Actuary role. He also specialises in providing actuarial advice to corporate workers’ compensation self-insurers across all Australian jurisdictions. Tim is extensively involved with the Actuaries Institute, having sat on working groups around the Institute’s response to COVID-19, a Treasury industry consultation request, and the low interest rate (at the time) environment. He has assisted with providing peer review for the actuarial professional examinations, and was part of the taskforce responsible for the Actuaries Institute 15 year strategic plan (released at the end of 2021), and currently sits on the Young Actuaries Advisory Board. Tim’s passion is around giving high quality, pragmatic advice to his clients. And snowboarding.

CONGRATULATIONS TO THE 2023 AWARD WINNERS

Small Broking Company of the Year

SIMPLEX INSURANCE SOLUTIONS

Medium Broking Company of the Year

WARREN SAUNDERS INSURANCE BROKERS

Large Broking Company of the Year

AON

Authorised Representative Network of the Year

INSURANCE ADVISERNET

Underwriting Agency of the Year

CHU UNDERWRITING AGENCIES

Small-Medium General Insurance Company of the Year

RACT INSURANCE

Large General Insurance Company of the Year

SUNCORP GROUP

Claims Team of the Year

NTI

Life Insurance Company of the Year

AIA AUSTRALIA

Insurtech Start-up of the Year

SYNC TECHNOLOGIES

Professional Services Firm of the Year

FINITY

Service Provider to the Insurance Industry

ALLIED UNIVERSAL COMPLIANCE AND INVESTIGATIONS

Excellence in Workplace Diversity and Inclusion

ALLIANZ

Excellence in Environmental, Social and Governance Change

IAG

Young Insurance Professional of the Year

CALISE LIU

Insurance Leader of the Year

WIN-LI TOH

ANZIIF Lifetime Achievement Award

TONY MORGAN

Simplex Insurance Solutions

In a closely contested category, Simplex Insurance for the fourth time, won the day with its focus on measures to ensure customers, predominantly within the SME sector, receive quality advice and service.

Based in Ballarat, the Steadfast member company has a consistently excellent client retention rate of 98 per cent, which in 2022, hit 98.5 per cent. It also has robust overall NPS scores from both insurance clients and claimants.

Judges were impressed that Simplex offers each of its clients a dedicated account management team despite its relatively small staff of 18 people. Clients are contacted well in advance of renewals to allow full and detailed discussions regardless of policy class or portfolio value. The combination of both strategies ensures relationships are properly nurtured and that clients feel valued.

Simplex also leverages its connection with Steadfast to collect and analyse feedback from insurance clients. The business has also

implemented its own system, with claimants surveyed after the completion of each claim no matter the outcome.

Having transitioned to electronic processing and document management, the business can focus on projects that allow more time with clients. For example, 2022 saw automation reduce many previously manual tasks providing the team with greater flexibility.

In the last financial year, Simplex achieved a significant increase in gross written premium (GWP) in line with a similar rise in revenue.

Judges noted that when it comes to compliance, Simplex was unwilling to compromise, with a high level of attention to detail paving the way for successful integration following the Steadfast buy in.

Simplex was described as “a well-organised, well-run local business”, that is making a contribution to its clients, staff, the community and the profession overall.

MEDIUM BROKING COMPANY OF THE YEAR

Warren Saunders Insurance Brokers

Warren Saunders Insurance Brokers (WSIB), an independent, Australian-owned family business and Steadfast member, is the winner of this year’s Medium Broker of the Year Award for the third time.

In a well-structured submission which carefully addressed all the criteria and provided statistical evidence, the company demonstrated how its long-standing commitment to its customers, people and the community has resulted in outstanding financials, as well as high retention rates both internally and externally.

Judges praised WSIB for its solid processes and compelling initiatives that have carved out its clear point of difference in the market. In particular, the judges pointed to the company’s focus on developing its 52-strong staff, and commended its low attrition rate over the last three years.

Retention and development programs include mental health first aid, compliance refreshers and a diverse array of professional development opportunities incorporating the flexibility to

study during work hours. Staff are encouraged to buddy new colleagues, participate in NIBA mentoring programs and regularly update competencies and technical skills. WSIB’s specialist insurance, workers compensation and claims management services are significantly enhanced by innovative complementary offerings such as premium funding, insurance investigations and safety training to promote better risk management.

Due to tough market conditions for customers in the last 12 months, WSIB added extra opportunities to support customers, including training sessions and webinars covering mental health, cyber issues, workers compensation, aged and disability services for those at-risk, and liability.

Further, judges highly commended WSIB’s involvement with the community, notably its financial and in-kind support for the Clontarf Foundation, which works to improve selfesteem and educational opportunities within the Aboriginal community.

FINALISTS

Guardian Insurance Brokers

Warren Saunders Insurance Brokers

LARGE BROKING COMPANY OF THE YEAR

It was neck and neck in this hard-fought category, with equally distinguished finalists showcasing their progressive approach and growth. However, Aon broke away, with a highly detailed submission, impressive people development initiatives and innovation, to take out the award for an impressive sixth time.

The judges particularly commended CHIP Carbon, launched in 2022 as part of Aon’s Combined Hazard Information Platform (CHIP), which provides peril-specific risk insights for each building in Australia and New Zealand. Currently the only carbon foot-printing tool available for Australia, CHIP Carbon is aimed at portfolio-level greenhouse gas (GHG) accounting for insurers.

Other notable initiatives that gave Aon the edge include a new online cyber insurance solution for micro-SMEs and individuals previously priced out of the market, CoverWallet, a digital platform for small business customers, and reputation assessments for listed or pre-IPO Directors & Officers (D&O) insurance customers.

Aon’s people development strategies confirmed its leading position this year. As well as

wellness initiatives such as a twice-yearly global closure for a “wellness holiday”, Aon people benefit from access to an inhouse app, a wide variety of activities throughout “World Mental Health Month” and specially trained Mental Health First Aiders.

Ambitious inclusive recruitment targets to 2025 are boosted by executive leaders each sponsoring five high potential women, parttime and job share opportunities at senior levels, diverse shortlists, and panels for every role. Specific inclusive recruitment training is combined with workshops covering everything from unconscious bias to allyship and inclusive leadership. Professional development opportunities abound, most notably a sixmonth career development program for nonmanagement colleagues and a seven-month leadership development program for mid-level leaders.

Community and charitable initiatives at Aon were also highly regarded, particularly financial and hands-on support for Oz Harvest, which works to reduce food waste and provide meals to those in need.

AUTHORISED REPRESENTATIVE NETWORK OF THE YEAR

Insurance Advisernet

Insurance Advisernet (IA) is applauded for winning the Authorised Representative Network of the Year award for the fifth consecutive year in a competitive category. Judges agreed that the 2023 finalists are exemplary at what they do, but IA pulled ahead with a highly articulate, data rich submission, and by standing out in the areas of adviser development, innovation, broker network integration, client support and community contribution.

Strong NPS scores all round confirm the mature market positioning of the contenders in this category, and with customer retention across new business and claims consistently high, IA’s overall results were particularly impressive.

Judges commented that the company’s growth in the financial year attests to its effective holistic strategy, with a robust increase in GWP and AR practices.

IA’s commitment to strategic partnerships was evident, with significant high-level collaboration, dedicated resources, planning, and annual networking opportunities for stakeholders.

In addition, the judges were impressed with IA’s focus on supporting its adviser network, producing adviser satisfaction levels averaging close to 100 per cent over the last three years. Initiatives include compliance training, marketing, and finance and accounting assistance to ensure the security of client funds. Judges thought IA’s new digital content platform for advisers was an excellent addition, and the availability of useful placement data across the whole network via the company’s intranet was also commended.

IA’s STEPS program was noted for its role in preparing prospective advisers for the transition into owning a business using business management tools and key metrics to support portfolio management.

The organisation’s community effort was exemplary, comprising donations of more than $400,000 to over 30 local charities through the IA Foundation.

FINALISTS

UNDERWRITING AGENCY OF THE YEAR

CHU Underwriting Agencies

CHU Underwriting Agencies is the winner for the fifth year in a fiercely contested category. The professional acumen and leadership CHU consistently demonstrates in this interesting market segment is reflected by an almost unblemished record of wins since 2017.

As a well-established business, with a holistic, well-aligned strategy, CHU presented a masterful submission strong on relevant data. Judges remarked that CHU stood head and shoulders above an already excellent field of contenders, with its best practice approach to people development, industry contribution and strong focus on community work and environmental strategy.

A Steadfast member, CHU Underwriting Agencies provides comprehensive insurance for strata properties, both residential and commercial.

The company enjoyed overwhelmingly positive NPS scores across all its branches and a consistently high customer retention rate. In FY22, the business achieved robust growth and made improvements to its services

including a dedicated catastrophe response team and technology enhancements providing intermediaries with a 24/7 view of claims progress.

Along with its sophisticated education and training programs for brokers and strata managers, and its CHUniversity L&D initiative for internal staff, the company’s FUCHURE CHU initiative was highly commended. A fun approach to succession planning, FUTURE CHU allows emerging talent to pitch ideas and projects to CHU leadership SharkTank style. A company-wide benchmarking review resulting in 100 per cent pay parity across the organisation was also recognised as (potentially) an industry first.

Carbon neutral since FY18/19, CHU was applauded for its continued efforts to offset emissions, including building a 60 per cent electric or hybrid fleet and funding the planting of trees. Also notably, the company created a “Green Team” to oversee the implementation of its actionable strategies in 2023.

The Corporate Supporter network comprises a diverse group of companies, large and small, all sharing the same desire to see the industry and its people succeed.

LIFE INSURANCE COMPANY OF THE YEAR AIA Australia

In a highly concentrated, tightly regulated market, AIA Australia is applauded for winning Life Insurance Company of the Year for the second year in a row and sixth time overall. A retail-targeted business, AIA was praised by the judges for its efforts in customer satisfaction, supporting its people and the community, and contributing to the professionalism of the life insurance industry.

The company’s AIA Embrace wellbeing ecosystem was acknowledged as a key differentiator in the market for over a decade. Developed in collaboration with AIA partners, AIA Embrace and Vitality solutions are driven by evidence, research, data analytics and behavioural science.

AIA’s Voice of Customer (VoC) program, which collects customer experience perceptions across the three most important segments of its business, was seen as a positive. Judges pointed to many actions taken in 2022, such as case management, communications and community outreach, that contributed to an increase in AIA’s customer engagement.

Judges were impressed with the AIA’s strong focus on people development, with ongoing learning and development programs giving

the business its winning edge. Most notable, was the introduction of leader learning circles, comprising small peer groups of executive leaders supporting and coaching each other to build capacity.

Other highlights include Elevate, a 6-month, core leadership program, CEO Think Tank, a talent program aimed at building employees’ innovation and design-thinking skills, and AIA Impact, a leadership and community program that provides AIA leaders with the opportunity to partner with not-for-profit organisations.

In 2022, AIA also partnered with Ending Loneliness Together to help raise awareness of loneliness as a biological state like hunger or thirst which has become one of the key social, health and economic issues of our time.

Judges noted AIA’s pivotal role in the formation of the Council of Australian Life Insurers (CALI), a new industry association aiming to give the life insurance industry a stronger, more focused voice, and to better educate all Australians about its role and value. In addition, AIA was commended for its central, proactive role in the second iteration of the Life Insurance Code of Practice.

SMALL-MEDIUM GENERAL INSURANCE COMPANY OF THE YEAR

RACT Insurance

RACT Insurance is acknowledged for winning the Small-Medium General Insurance Company of the Year Award for the fourth time. Judges praised Tasmania’s leading motor and home insurance provider for again delivering a wellstructured submission carefully supported with data.

Judges were impressed with RACT Insurance’s growing member satisfaction, noting in particular, a 5.8-point increase in the company’s NPS score over the last quarter. Member retention rates have remained close to 100 per cent over the last three years, and the company boasts a 26 per cent increase in market share over the last five years, thanks to successfully engaging customers aged under 35.

RACT Insurance’s local advocacy for a reduction in road trauma is unique. In 2022 alone, 236 road safety programs were implemented, reaching 3515 community members across 51 suburbs, and $3.4 million was put towards road safety research. Diverse campaigns aimed at slowing drivers down led to a parliamentary inquiry with 49 recommendations, including

implementing distracted driving simulations, school education and senior-focused courses.

Judges commended RACT Insurance for its sustainability initiatives, in particular, customer research that found running costs and a lack of charging infrastructure are the main deterrents to EV purchases. Based on the findings, RACT Insurance partnered with EV charging network Chargefox to enable customer discounts and reduced EV premiums below competitors resulting in the capture of a third of the Tasmanian EV insurance market.

In addition, RACT Insurance’s 2022 program for the enhancement of supply chain management capabilities, including improvements to technical support and supplier performance, gave it an edge. The business stepped up its people development with an interesting new program implemented by senior leaders focusing on experiential learning. In this program, leaders were involved in reviewing, planning and executing RACT Insurance’s reinsurance program, pushing them out of their comfort zone to provide a broader perspective.

LARGE GENERAL INSURANCE COMPANY OF THE YEAR Suncorp Group

Suncorp Group is congratulated for winning the Large General Insurance Company of the Year category for the second consecutive year. In a well-established field of contenders, Suncorp took the lead with a clear and concisely presented submission.

Judges noted that Suncorp addressed all the big insurance issues with a range of impressive technology, people and ESG strategies. The company’s advocacy and contribution to the industry was also recognised, particularly initiatives promoting resilience and investment in mitigation infrastructure.

Judges applauded Suncorp’s 12-month rolling NPS score (for all brands) of 33.5 based on feedback from over 125,000 customers and its customer retention rate, which averaged close to 90 per cent over the last three years.

Suncorp consistently achieved a high level of staff engagement and retention rates which put the business in the top quartile for financial services.

During the 2022 East Coast floods, Suncorp worked tirelessly to put hundreds of frontline staff though vicarious trauma training to help them engage with customers at their most vulnerable. In addition, $500,000 was awarded to 27 community groups to fund a range of projects, such as equipping community facilities in preparation for disasters, mental health training, food security and restoration. Overall, Suncorp enhanced its gender-neutral parental leave entitlements, rolled out diversity training to all employees, and implemented initiatives to increase mature-age representation.

FINALISTS

The company’s innovative use of geospatial images of Australian homes combined with artificial intelligence (AI) was hailed as a remarkable achievement. The state-of-the-art technology removes an age-old pain point for customers who find it difficult to answer detailed questions about their property.

In FY22, Suncorp also invested $9.8 million in communities, gave more than 2,200 volunteer hours, and donated $850,000 to various charities and community groups through its employee giving program, Brighter Futures.

PROFESSIONAL SERVICES FIRM OF THE YEAR

Finity

In a slick and well-presented field of finalists, Finity edged ahead, taking home the award for the fourth time.

The largest independent actuarial and strategic analytics firm servicing the insurance industry, Finity employs 240 people and has seen a 50 per cent growth in business over the past three years.

With 96 per cent of its revenue from insurance clients, judges commended the company’s strong, and consistent retention rate delivered by measures such as direct, structured interviews with two customers per month.

an end-to-end underwriting platform for a large national insurer that increased GWP by over 30 per cent in the first quarter of operation.

Judges praised Finity’s employee engagement of 81 per cent post COVID, and noted the company’s extensive attraction and retention initiatives, which include recruiting specialist actuaries and creating an actuarial graduate pipeline.

FINALISTS

Barry Nilsson

DLA Piper

Finity

Hall & Wilcox

MinterEllison

Moray & Agnew

Sparke Helmore Lawyers

Finity was also acknowledged for innovative enhancements to long-established models to incorporate future climate scenarios. Notably, using a combination of perils data and economic data, the application of the new model contributed to the acclaimed Actuaries Institute Green Paper titled “Home insurance affordability and socioeconomic equity in a changing climate”.

Further innovation included a geospatial platform to deliver perils pricing models and

ESG is a company strength, with climate action top of the list. Judges praised Finity’s progress in reducing its own carbon emissions and that of its clients. Following its carbon neutral certification in 2021, Finity appointed a Climate & Sustainability team to help external organisations understand the risks and opportunities arising from climate risk and decarbonisation.

In addition, Finity was applauded for its first Reflect Reconciliation Action Plan (RAP) including a pro-bono project with the NSW Aboriginal Land Council to identify potential climate risk impacts for property assets on Aboriginal owned lands during 2022.

SERVICE PROVIDER TO THE INSURANCE INDUSTRY

Allied Universal Compliance and Investigations

Allied Universal Compliance and Investigations is this year’s winner in a market that continually steps up quality service. Allied Universal shone through with an articulate, data-rich submission, highlighting the company’s deep engagement with insurance customers and best practice approach to people.

As a national investigation and claim support service provider, Allied Universal focuses on technology-led risk insights to help insurance customers make more accurate decisions and meet corporate and social responsibilities.

enabling insurance clients to speed up claims decisions by receiving the facts they need in a more structured and timely manner.

Allied Universal also demonstrated a practical three-year digital roadmap of solutions designed to align with existing platforms and specifically designed with improving claims outcomes in mind.

FINALISTS

Allied Universal Compliance and Investigations

ARC Projects

CoreLogic

DXC Technology

Gallagher Bassett

IVAA

JB Hi-Fi Business

Modos Group

Paynter Dixon

Paynters

Of note to the judges was the company’s digital InVue survey process, which combined with a variety of other methods for capturing customer feedback, resulted in a client retention rate of 100 per cent for three years in a row and steady growth in the company’s client base.

In 2022, in response to feedback, Allied Universal implemented Express COG Workflow, a customised modification to improve the speed of service and claim cycle times. In another initiative, automated messages remind claims interviewers to take a break from the process to improve the customer experience.

Judges were particularly impressed with a third innovation, InterviewMe, a fully customisable questionnaire delivered by SMS or email

Judges applauded Allied Universal for its impeccable staff retention rate, built on a vision of “Corporate Responsibility with a Family Culture”. This comprises flexibility, a supportive buddy system and a diverse program of ongoing training and development which includes the company’s detailed in-house investigation training program structured according to need. Given the current increased industry focus on compliance and accommodating customers’ needs, all employees are required to complete Allied Universal’s mandatory compliance training program as part of their induction, and on an ongoing basis. The company also assists staff who elect to study externally, providing finance, study leave and the required work arrangements.

INSURTECH START-UP OF THE YEAR

Sync Technologies

In what has been a hotly contested category every year since inception, Sync Technologies snatched the award from its closest competitor with a compelling proposition in tight market conditions.

While judges were impressed with all this year’s finalists, Sync Technologies won the day with its articulate promise for what’s possible and the most innovative use of sharable tools that solve problems and serve a variety of customers.

Sync Technologies’ platform offers a digital twin solution for home and building claims. Digital twins provide both internal and external replicas of a property, allowing loss assessors and builders to conduct desktop assessments and scope claims remotely.

Notably, during the 2022 floods, Sync Technologies supported the claims management process by simulating water levels inside digital twins. Judges praised the company’s efforts, noting that the technology provided clients with additional capabilities that would not otherwise have been available.

Sync Technologies’ revenue model is lean and agile, based on a subscription fee for use of the platform and an individual charge for the digital twin service.

FINALISTS

Clover Insurance

Curium

FreightInsure

Loop Logics

The high-quality data provided using Sync Technologies’ digital twin solution offers a saving of up to 75 per cent to average assessment times. In practice, this means an assessment can be complete between 24 and 48 hours rather than approximately five to ten days.

Additionally, judges were in awe of potential use cases for the company’s AI-powered defect detection solution, which can identify damage such as roof defects and wall cracks. The model is currently in training on a larger dataset to continuously learn and improve its accuracy.

Sync Technologies is also currently developing an in-house “self-capture” feature that enables the insured to create a digital twin of a smaller space using their phone when they lodge a claim. This feature is primarily designed to streamline the process of low-value claims.

Sponsored

XCEEDANCE IS PROUD TO SPONSOR THE CLAIMS TEAM OF THE YEAR AWARD.

CLAIMS TEAM OF THE YEAR

NTI

NTI was a clear winner in this category, with a well-articulated, concise submission supported by a good use of data to emphasise how specialising in the trucking industry differentiates the business in the market.

A 50:50 joint venture between IAG’s CGU and Suncorp’s Vero, NTI operates as an individual entity to insure 35 per cent of Australia’s transport businesses, and an annual portfolio of around $150 billion worth of cargo globally.

NTI was commended for its firsthand relationships with customers through associations, manufacturers, mental health charities and the industry regulator. This focus on meaningful interactions rather than transactional claims handling gets results, evidenced by strong NPS scores and excellent claims operations customer feedback.

Judges were impressed and moved by NTI’s response to the flood impacted hubs of Rocklea and Lismore during the 2022 weather events, which proved the most significant in the company’s 50-year history.

NTI mobilised disaster specialists and repair managers, prioritising face-to-face contact with

brokers visiting and working with all customers one-on-one. Given customers’ homes were often impacted, the business took ownership of their vehicles to get them back on the road faster. Despite a claims team of fewer than 35 people, NTI saw all the items and made the required decisions within 48 hours, while keeping the salvage yard in the loop.

When a driver was trapped in his cab by flood waters, with a disabled passenger and a dog also on board, NTI’s local service centre went above and beyond to get them access to emergency services. They were all safely rescued. Judges also praised NTI’s commitment to learning with insurance qualifications highly regarded by the business and employment contracts requiring frontline insurance team members to participate in ongoing professional development.

On-the-job coaching is provided to consolidate new insurance knowledge and staff are encouraged to sign up to the Australian Traineeship Program and begin working towards their Cert IV in General Insurance with funding from the company if necessary. Sponsored

EXCELLENCE IN WORKPLACE DIVERSITY AND INCLUSION (D&I)

Allianz

In a field of worthy finalists, Allianz has confirmed its diversity and inclusion leadership, taking out the 2023 award for excellence in D&I workplace implementation.

The richness of Allianz’s data, as well as its many well-received initiatives stood out to the judges, who agreed the company is seeing the results of its genuine efforts to embrace all the nuances of D&I in the workplace and community.

Notably, Allianz was acknowledged for its clearly articulated Diversity, Inclusion and Belonging Strategic Plan, which informs and aligns with an array of superbly implemented initiatives across the business.

Among the achievements judges commended are a like-for-like gender pay gap of zero, the maintenance of a target of 40 per cent men, 40 per cent women and 20 per cent either across the business since 2019, a partnership with UNSW Gendered Violence Research Network to develop an assistance program for employees, and being a founding member of the Champions of Change Coalition for the insurance industry.

FINALISTS

Allianz

CHU Underwriting Agencies

Hollard Insurance

Honan Insurance Group

Marsh MetLife Australia

At Allianz, staff are allocated D&I KPIs, and leaders undertake training in the specific focus areas of the Strategic Plan. The company provides resources to help drive effective behaviours and employees lead committees and network groups to further the expression of diverse identities and values. Events that foster an ongoing sense of belonging and engagement take place each year, evolving organically based on feedback delivered via a variety of channels.

In addition, among many other initiatives, Allianz continues to meet ambitions targets for its Innovate Reconciliation Plan, supports the Clondarf Foundation and has built partnerships to encourage the employment of Aboriginal and Torres Strait Islander peoples. The company sponsors the Queer Film Festival and has embedded Universal Design Principles into its Product Governance Framework.

Judges were particularly impressed by the company’s engagement with Jigsaw, Specialisterne and the Paralympic Movement, which has seen the employment of people living with disabilities across the organisation, such as neurodiverse people and Paralympians.

EXCELLENCE IN ENVIRONMENTAL, SOCIAL AND GOVERNANCE (ESG) CHANGE

IAG was a clear winner in this category, with a submission demonstrating overall ESG excellence. The company shared detailed evidence of the real outcomes of many strong initiatives across environment, social and governance. Judges were particularly impressed with the company’s ESG training for staff which is to be commended.

Judges praised IAG’s work to align its ESG approach of “making your world a safer place” and the four pillars of its corporate strategy, allowing for clear objectives and results both internally and for customers.

Notably, 2022 saw the first steps towards integrating a technical peril pricing-engine that can provide incentives for physical risk reduction activities. Based on modelling developed by IAG’s inhouse Natural Perils team, this new capability will enable customers to improve the cyclone resilience of their properties and reduce the cost of their insurance.

Judges were also impressed with IAG’s EV program, which promotes sustainable choices for customers by insuring 9,700 EVs in Australia and 6,750 in New Zealand. Following the transition of IAG New Zealand’s corporate fleet to hybrid and electric vehicles, an Australian pilot was recently completed.

In 2022, the organisation also launched the NRMA Insurance Carbon Offset Program, which allows customers to offset their car’s annual emissions and support partner projects, such as bush regeneration, renewable energy and rainforest protection. To date, 449 customers have opted to balance their emissions equating to the offset of ~1,100 tonnes of CO2.

Internally, IAG has reduced scope 1 and 2 emissions by 13 per cent on FY21 and 54 per cent since 2018, in line with updated sciencebased targets.

The business recently completed a supply chain emissions baseline (including subsidiaries) and is currently engaging with suppliers to support the decarbonisation of its supply chain.

In addition, IAG launched its Stretch Reconciliation Action Plan including a more ambitious commitment to procure from a minimum of 45 indigenous-owned businesses by end of 2023 (up from 32) and 65 by June 2025.

Women in senior leadership roles increased to 45 per cent with a target of 50 per cent set for FY23. Also, IAG’s FY22 Modern Slavery Statement was released and integrated into the company’s risk management systems.

YOUNG INSURANCE PROFESSIONAL OF THE YEAR

Calise Liu

Finity Consulting Senior Consultant Calise Liu is this year’s winner, having aptly demonstrated big picture thought leadership across climate risk and insurance affordability.

Attracted by the social safety net that insurance provides, Calise joined Finity in 2015 as a UNSW graduate. She is also qualified as a Fellow of the Institute of Actuaries of Australia (FIAA) and a Certified Enterprise Risk Actuary (CERA).

culminated in the publication of an Actuaries Institute Green Paper on home insurance affordability.

She also leads Finity’s carbon neutral certification through Climate Active, which requires buy-in from leadership and the development of strategies to achieve the firm’s emissions reduction commitments.

FINALISTS

Robert Dang, Sedgwick

Jasmin Gabrielli, Honan Insurance Group

Calise Liu, Finity

Vanessa MacDonald, ProRisk

Levi Mitchell, Crawford & Company

Taeylor Postle, AIA Australia

Yen Tran, Woodina Law

In 2022, Calise focused on developing her expertise in climate science, disaster resilience, and the role that insurance and actuaries can play in this space. She is currently a Senior Consultant working directly with Appointed Actuaries, responsible for the design and delivery of modelling work, client communications, and project management.

Most notably, the judges commended Calise for her involvement in Finity’s recent highly regarded project examining climate change and disaster resilience in Australia, which

Judges were impressed by the leadership Calise showed as a key contributor in a pro-bono project that examined the financial impacts of climate change for First Nations communities. This involved engaging with community leaders and academics to understand their unique perspectives.

In addition, Calise was acknowledged for the resourcefulness she demonstrated by chairing Finity’s Giving Back Committee, which organises charity events, coordinates donation matching, and drives environmental initiatives such as adopting green power.

INSURANCE LEADER OF THE YEAR

Win-Li Toh

In a unanimous decision, judges selected Win-Li Toh, Principal and Board Director, Taylor Fry as 2023 Insurance Leader of the Year.

Win-Li, who also heads the firm’s insurance business, was described as an “articulate, proactive leader, and a creative thinker”. Judges also praised her wider community and media work as an advocate for insurance, including continued generous support for ANZIIF.

In an actuarial career spanning more than 25 years, predominantly in general insurance, Win-Li brings an international mindset to problem solving. She began her working life in London, advising on superannuation at Clay & Partners, followed by Aon in New Zealand. She held a role in general insurance at PwC in Sydney before joining Taylor Fry in 2002.

Win-Li is the Appointed Actuary to several Australian and New Zealand insurers and advises self-insurers as well as publicly underwritten schemes.

As a keen advocate for the use of evidencebased data in a time of viral misinformation,

she is an active member of the Actuaries Institute of Australia, and the Institute’s 2023 Vice President elect.

Win-Li is regularly approached for her commentary on critical issues affecting insurers and the community, including the impact of our changing climate and cyber vulnerabilities. In particular, the judges were impressed by Win-Li’s commitment to taking time out of her demanding schedule to serve insurance clients. She led the Actuaries Institute General Insurance Practice Committee, and was the lead author of the Institute’s Green Paper, Cyber Risk and the Role of Insurance, which explores the challenges and opportunities for decision-makers creating a vibrant, sustainable cyber insurance market.

Along with the positive media reception and enhanced collaboration within industry resulting from the release of the Green Paper, judges also noted Win-Li’s commitment to the facilitation of an ongoing conversation and dialogue between government and business, which is essential for tackling cyber risk.

Sponsored by

ANZIIF LIFETIME ACHIEVEMENT AWARD

Tony Morgan

Congratulations to Tony Morgan, National Executive Adjuster, Sedgwick, who has been awarded the 2023 Lifetime Achiever.

Over the past fifty years, Tony has been a business leader, a respected loss adjusting practitioner and a powerful advocate for education in the insurance industry.

As a loss adjuster, he has managed some of the largest and most complex property claims in the region. He has also authored or co-authored three textbooks for the industry and recently produced a second edition of the classic text he first published twenty years ago, The Art of Loss Adjusting.

Tony began his distinguished insurance career working part-time in his father’s insurance broking business while studying at university. In 1973, he joined the loss adjusting company that is known today as Sedgwick in Australia after many mergers and acquisitions.

Over his time within the Sedgwick business, Tony has held a variety of senior roles, including CEO and National Chief Adjuster, however

his passion has always been working at the coalface, dealing with the challenges faced by those who have suffered a loss. By his own account, Tony’s main priority is to actively lead teams of adjusters and forensic accountants working on major complex claims.

As President of the Chartered Institute of Loss Adjusters (Australasian Division) between 1994 and 1996, Tony played a leading role in the unification of the loss adjusting profession in Australia and New Zealand through the formation of the Australasian Institute of Chartered Loss Adjusters (AICLA).

He describes securing a charter for the new body as one of his most satisfying achievements, given the Australian government had initially rejected its application. At the time, chartered organisations were increasingly rare. However, Tony persisted, convinced that a chartered body would be vital to the unity of loss adjusting in the region. Eventually, he secured a charter, which led to the creation of AICLA.

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( continued from previous page ) He was also instrumental in the development of the ANZIIF Diploma of Loss Adjusting program in 1996, as well as personally authoring four of the associated modules, and being the principal subject matter expert in three of the new online modules.

Tony has served on several ANZIIF councils including the Academic Council, the Professional Association Council and the Journal Advisory Committee, all with a focus on education and professional development. In 2004, he joined the ANZIIF board which saw him contributing an extended term of 12 years, including two years as president between 2012 and 2014. He is noted for being the second loss

adjuster to become president during ANZIIF’s more than 130-year history.

In addition, Tony has made a significant contribution to education outside the insurance industry. For 26 years, he’s been a board member of the Pacific Group of Christian Schools (including ten years as chair) and for many years, he’s also been involved with an organisation that built and runs more than 100 schools for the Dalits (previously referred to as Untouchables) of India.

THE LAST WORD

In an increasingly digital and connected world, the agility of the insurance sector is critical. In recent years, insurers have made significant investment into their technology, modernisation, and transformation journeys – revamping the customer experience, making better use of data, bolstering cyber security operations, and looking for ways to bridge their legacy systems with new, advanced technologies and partnerships. As a major provider of professional services to the global insurance industry, our dedicated EY insurance sector team brings together a worldwide group of professionals to help the insurance industry address its most difficult challenges, including navigating disruption, managing regulatory change, and integrating technology to transform and achieve growth.

This is an exciting time for the sector, and the calibre of the submissions for the 2023 ANZIIF Insurance Awards have highlighted the strength and the resilience of the local insurance ecosystem, as well as the capacity for further evolution. I’d like to thank ANZIIF for the opportunity to participate once again in this year’s judging process and offer my sincere congratulations to all of the award winners and nominees.

THANK YOU

ON BEHALF OF ANZIIF THANK YOU FOR SUPPORTING OUR INDUSTRY AND THE  19TH AUSTRALIAN INSURANCE INDUSTRY AWARDS