2015/16
We contribute
These are our contributions.
Inside you’ll find our people sharing their
stories. These represent just some of the
contributions we've made in 2015/16 as
part of our purpose which is to make your
world a safer place. This reflects our ongoing
commitment to help New Zealanders be
safer, stronger and more confident and
we look forward to sharing more of our
contributions in the years ahead.
Ashleigh Cullen. Canterbury Earthquake Customer Relationship Consultant
3,630
employees in 2015/16.
We embrace diversity.
For Ashleigh Cullen, IAG’s Māori Employee Action Group has contributed to greater engagement in
Māori culture across the workplace.
“When I first heard about the group I thought, what’s this about? I assumed it was just focused
on our work to develop policies for Māori who don’t have insurance. I joined because I know
heaps of people in that situation and wanted to learn more.
At my first meeting I found something very different. Here was a place where our people – Māori
and non-Māori – were expressing their interest in Māori culture. Conversations were about how
we support our Māori employees and customers, respect cultural beliefs and practices, and
genuinely reflect Māori culture within IAG.
59
ethnic groups represented
within our people in 2015/16.
36%
of senior managers at IAG
are female in 2015/16.
The presence of the group and passion of those involved have given me a renewed sense of
confidence in my cultural identity, and it’s had a big effect on the way I interact with customers.
I think before I joined the group I was almost a little hesitant about demonstrating my culture,
including speaking Māori, despite having strong support from my colleagues. Now, when a
customer greets me in Te Reo, I respond in kind.
My team has also become even more engaged in Māori culture. They enjoy me sharing the stories
from our group meetings. They’re using Māori greetings when talking to each other and approach
me to discuss translations for words we frequently use in our conversations. It’s been great to see
that appreciation of Māori culture come alive.
For me the most powerful thing about the group is the confidence it’s given me to be myself. I’m
really excited about its potential and where we take it from here so that we’re not only supporting
our Māori employees and customers, we’re demonstrating our commitments more visibly to a
larger audience.”
IAG’s diversity
and inclusion
strategy focuses on
inclusive leadership
that challenges
unconscious bias,
promotes flexible
working and
gender and ethnic
diversity, and gives
our people a voice
through employeeled groups such as
our Māori Employee
Action Group and
Pride @ IAG.
We support customers.
Bradley Harman. Claims Specialist
Bradley Harman is contributing towards better customer experiences by helping train his colleagues
in a new claims management approach being adopted by IAG.
“I volunteered to trial our new claims approach after I heard about it at one of our leadership
roadshow events.
Arriving for training, I expected it’d just be the usual update on the technological changes being
made. This time though, there was extra attention on improving the softer skills we need to get right
in claims – things like making sure we’re empathetic on every one of the 700 calls we get a day.
That focus is really important. I think it’s easy to sometimes see a claim for something like a
mobile phone as just being about a piece of technology. That’s not how our customers see it
though. That phone might be how they communicate with their daughter. It could be where they
store their precious photos, how they run their business or organise safe transport home. For
them, it’s often so much more than just a piece of technology.
Our new approach also focuses on recognising the emotional signals our customer is sending.
They might be pushed for time and just want to lodge their claim and get on with their day or
alternatively, they might want to spend time telling us their story because it’s important to them
that we understand their connection to what’s been lost or damaged.
We’re recognising these differences. So now, straightforward and simpler claims go to a team
concentrating on fast resolutions, while more complex claims go to a specialist team that might
need to work with third parties, like assessors, which can take a little longer. The result is an
approach to claims that is helping us deliver a better experience for our customers.”
IAG is a signatory to
the Fair Insurance
Code, which outlines
our obligations
to our customers,
and is a member of
the Insurance and
Financial Services
Ombudsman
Scheme. We measure
our performance by
seeking continuous
feedback from our
customers.
547,979
claims closed in 2015/16.
$1.2 billion
paid in total claims, excluding Canterbury
earthquake claims, in 2015/16.
34%
net customer advocacy rating in 2015/16.
Blair Walklin. Personal Insurance Consultant
We encourage volunteers.
AMI consultant and volunteer fire fighter Blair Walklin knows first-hand the benefit of IAG’s
contribution to supporting communities.
$1.8 million
total community investment in 2015/16.
2 608
,
volunteer hours recorded by
our people in 2015/16.
336
of our people recorded a
volunteer day in 2015/16.
“I’m a member of the Kaiapoi Volunteer Fire Brigade, which is one of the oldest fire crews in the
country. We’re kept pretty busy by fires, especially in our hot summers, and by the accidents
occurring on the busy state highway that links us with Christchurch.
As a volunteer brigade, we rely on crew members being able to attend call-outs at all times of
the day, including during work hours. It’s difficult but I’m lucky that it’s something AMI is hugely
supportive of me doing. I’m given the flexibility to go when I need to. My managers understand
that if there’s no crew, there’s no response.
We are gifted the insurance on our 1921 vintage Dennis fire engine, which, while no longer in
service, is a really important community icon. AMI has also been a willing participant in our
fundraising activities.
This year AMI also gave us a customer’s extensively damaged vehicle so that we could use it for
our training purposes. This sort of opportunity is invaluable. It gives our crew and the St John
Ambulance team a chance to simulate the type of accident scene we regularly come across,
where we have to administer first aid to people who are trapped and need to be cut out of their
cars. The more we get to practise those scenarios, the better outcomes we’ll have when we’re
called out for the real thing.
For a brigade like ours, which is so dependent on the community and local businesses helping
out, support like this really does help us to do our job.”
Since 2005, IAG has
been helping our
people to support
their communities
by providing a
day’s paid leave so
they can volunteer
for a community
organisation of
their choice.
We protect businesses.
700
Ryan Clark leads a team focusing on keeping businesses safe and contributing new ways of protecting
customers from emerging threats like cyber attacks.
“There’s a quote that sums cyber crime up well: ‘there are only three kinds of companies in the
world – those who have been hacked, those who are going to be hacked, and those who don’t
know they’ve been hacked’.
New Zealand businesses tend to underestimate cyber crime. The reality is we’re just as much at
risk because the internet simply has no borders. It can also carry some pretty substantial financial
and reputational consequences which typically aren’t covered in standard insurance policies.
We wanted to fill that gap so I recruited a team of experts and in 2016 launched our NZI Cyber
Liability product to provide our customers with greater protection from internet-based risks.
It means that when a customer experiences a cyber event – be it a hacking or ransomware attack,
a virus, a privacy breach or theft of their data – they can access our 24/7 emergency helpline.
They can get IT help to restore their systems. Or have their legal costs covered for liability they
may incur. They’re also covered for loss of revenue during the attack and can even access a public
relations expert to manage reputational damage.
We’re also helping protect our customers from risks within their business.
IAG has a proud
history of
innovation including
introducing
the first ‘green’
insurance products,
developing
propositions for
young drivers
and renters,
and supporting
participants in the
shared economy.
commercial and personal insurance
products offered in 2015/16.
$
$257 million
minimum cost of cyber crime
in New Zealand annually.
56%
of New Zealand businesses experience
a cyber event at least once a year.
If their employee fires off a rogue tweet, posts inappropriately on social media, opens an email
with a virus or accidentally shares private information, we connect our customer with a panel
of experts who can help get them back up and running without suffering significant loss.
It’s about making sure we’re continuing to think how we can meet the liability challenges our
customers face and developing new ways to protect them.”
Ryan Clark. National Manager – Liability
We empower apprentices.
For 21-year-old Sarah Campbell, IAG’s Trade Scholarship has helped contribute towards her
successful apprenticeship in the motor vehicle industry.
18
locations represented
across the country by
our 2015/16 apprentices.
“After finishing school I was really worried about what I was going to do. Finding jobs in Timaru
can be pretty tough. I tried hospitality at first but I’ve always loved working on cars and fixing
them up. It’s probably not a normal career choice for a girl but my family has a strong connection
with cars, including my cousin who’s a mechanic.
37
I parked hospitality to enrol in a panel-beating course at our local Polytech. It was definitely hard
but I got through it and then applied for an apprenticeship at my local panel and paint business,
Babbage & McCullough. I was stoked they offered me a job and then excited and pretty nervous
when they put me and their other apprentice forward for a scholarship. As well as the financial
help it provides, you get a massive boost in confidence from winning and I could tell our success
was also a really big deal for my bosses.
apprentices inducted into
IAG’s Trade Scholarship
Scheme in 2015/16.
At the moment I’m half way through my apprenticeship and I’ve actually switched from panelbeating to refinishing which I really like. Our workshop has great new spray booths and it’s cool
to be working with safer, more environmentally friendly paints, which I know is an important part
of being an IAG Approved Repairer.
$150
I’ve been interviewed a few times for the paper and asked along to career expos as well. All that
sort of attention still feels a bit surreal really. But it’s nice to know that if other girls can see that I
can do it, then they might give it a go too. I think they should, you get to help heaps of people and
it’s actually a lot of fun.”
thousand
spent on IAG Trade Scholarship
Programme in 2015/16.
Sarah Campbell. IAG Trade Scholarship Apprentice
Since their inception
in 2002, IAG’s Trade
Scholarships, in
association with
MITO NZ and BCITO,
have helped more
than 370 apprentices
like Sarah enter
the crash repair
and building
industries and now
include glazing
apprenticeships
and management
training.
We promote sustainability.
Tim Griffith uses his passion for sustainability to help IAG contribute towards New Zealand’s reduced
carbon footprint.
“My role’s about creating environments that reflect who we are as a company. It’s making sure
our spaces are safe, resilient, productive and great places to be.
We recently had a company filming a commercial in our award-winning head office at the NZI
Centre in Auckland. They talked about how much they liked our space and wished they could
work in it. Unprompted feedback like that suggests we’re getting things about right.
Work environments are continually changing, which is why we’ve refurbished our Christchurch
Show Place office in partnership with the building owners, Goodman. It was our chance to
strengthen its resilience and embrace a range of energy efficient technologies that, along with
good design, make it an enjoyable place to be in.
Show Place now features a variable air-conditioning system that doubles airflow while reducing
energy consumption, switchless LED lighting and zoned occupancy sensors, and real-time energy
monitoring. It also has a hot water system providing more capacity while using less energy, that
along with a new staff shower block, helps encourage our people to walk, run or cycle to work.
As the first building in New Zealand to achieve a 5 star whole building rating from the Energy
Efficiency Conservation Authority and the New Zealand Green Building Council, Show Place is
an important addition to the legacy of environmentally sustainable buildings we’re developing.
That’s supported by the investment we’re making to create dynamic workspaces and embrace
new technologies that help our people work more collaboratively and travel less between our
branches, offices and call centres. I’m proud to be playing a role bringing IAG’s commitment to
sustainability to life.”
IAG has been
committed to
reducing its carbon
footprint since 2002.
As a signatory to
the United Nations
Environment
Programme
Principles for
Sustainable
Insurance, we’re
continuing to find
ways to improve
our contributions
to address climate
change.
Tim Griffith. National Property and Administration Manager
21%
reduction in CO2 emissions
from 2014/15 to 2015/16.
40%
reduction in energy within Show Place.
2012
and beyond IAG has been carbon neutral.
850
clients have participated in Fleet
Risk Management programmes.
10
customers involved in the Seeing
Machines pilot scheme in 2015/16.
We educate drivers.
Former motorcycle traffic officer and driver educator Jim Wiles has been contributing towards
making New Zealand roads safer for more than 40 years.
“I’ve always been passionate about road safety. I became a motorcycle cop not just because
they gave me a motorcycle and paid for my petrol but because I wanted to help keep people safe
on our roads. It’s also why I went into driver education – to make sure drivers of all ages and all
vehicle types had the right skills and driving behaviours.
Now, it’s about making sure I’m helping our customers with commercial vehicles and those using
heavy machinery to drive well. If a driver implements just one of the ideas we share, then it’s been
worthwhile. It doesn’t matter whether they apply it when they’re driving with family or for work,
the important thing is that their driving improves.
Our major challenge is adapting to the technological changes we’re seeing in transport. That’s
why we’ve started a pilot scheme to provide customers with access to Guardian by Seeing Machines.
23
clients using DriveSmart
training programme in 2015/16.
Jim Wiles. National Fleet Risk Manager – Commercial Motor
It uses an in-cab sensor that tracks the micro-movements of a driver’s eyes and face to identify
fatigue or distraction and alerts the driver in real-time. The driver’s seat physically shakes, an
alarm sounds and the driver’s company is notified so they can contact the driver and see whether
they’re fit to continue driving.
Not only does this have an immediate impact on a driver who might be falling asleep or distracted
by their phone but organisations can work with their drivers to analyse their on-road behaviour
over time and develop plans to improve it.
Given the number of heavy vehicles on our roads, the more we can help our customers to use these
sorts of technological initiatives, the more we’re helping improve everyone’s safety on our roads.”
IAG’s involvement
in road safety has
ranged from direct
support for our
customers through
roadside rescue
and improving
driving behaviours
amongst our
customers’ fleets, to
broader community
initiatives such as
Driver Reviver and
walking school
buses.
We connect communities.
Renée Walker believes in community connections and is contributing to the regeneration of
Christchurch through her roles with IAG and the Christchurch Art Gallery Foundation Board.
“I joined the board not because I’m an art aficionado or collector but because it was a chance to
contribute to our city’s regeneration.
As a board we didn’t want to follow the traditional way of doing things like seeking donations or
gifts. Instead, we concentrated on using our networks to build relationships based on loyalty and
art. We asked people to engage and believe. As a result, we’ve preserved art in the hearts and
minds of long-standing Christchurch residents, as well as a new generation of Cantabrians.
The gallery’s re-opening is indicative of more than just the progress of the rebuild. It represents the
creative spirit of Christchurch and the exciting new energy that’s emerging within our city. I think
before the earthquakes the city was seen as nice and an easy place to live. Now, we have attractions
and developments under way that signify we’re a truly vibrant and exciting place to live.
IAG’s support of the gallery recognises this. Our sponsorship is about demonstrating the
commitment and dedication our company has to the ‘new’ Christchurch and its people. It’s a way
of reflecting that we know the importance of the gallery. It’s an institution loved by generations of
Cantabrians, including our company, and thousands of domestic and international visitors.
We’re also making a statement that we support business in Christchurch. The NZI Foyer provides
a beautiful space in the central city that businesses and the broader community can enjoy. It’s
used for charity auctions, celebrations and for networking events. It’s helping bring people
together in the spirit of the new Christchurch, and is something we’re proud to support.”
IAG has a long
history of supporting
community
organisations and is
currently refocusing
its sponsorship
programme on
organisations and
initiatives that
support our purpose
of helping make your
world a safer place.
$
$1.4 billion
paid in Canterbury earthquake
claims in 2015/16.
96% of all Canterbury
earthquake claims settled
as at November 2016.
3-year
commitment to the gallery signed in 2015/16.
Renée Walker.
General Manager
Customer Reinstatement
52
leaders interviewed as part of our
Resilient New Zealand work.
35
main findings in Resilient New Zealand’s
report released in 2015/16.
9
recommendations
to business,
central and local
government made
in 2015/16.
We champion resilience.
When Bryce Davies led the creation of Resilient New Zealand, he helped IAG contribute towards
making New Zealand stronger in the face of natural disasters.
“We all know the impact natural disasters can have on people’s lives. They damage our homes,
workplaces and the communities we live in. The Canterbury earthquakes show just how
devastating these events can be. And while we don’t know where, we do know New Zealand will
face further disasters in the years to come.
This was on my mind when we considered how to learn from Canterbury. We wanted to respect
the experiences of those involved and find better ways to help New Zealanders prepare for when
disasters strike.
To do this we spoke openly with people from across the community. In my experience, bringing
different people together helps develop new ways of thinking and creates change. It can be difficult
but that’s essentially what I do – find areas of common interest from which to make a difference.
I was given a clear signal from those we spoke to that they wanted a voice to help make the next
recovery a better one. Resilient New Zealand was our attempt to deliver that and our first project
looked at how businesses can contribute more in future disasters. To make sure it was a strong
voice, we asked our friends in the business and community sectors to help.
It was humbling to hear people’s stories and see the passion they have for their city. Their
experiences and reflections helped us identify ways that we can all contribute to a more resilient
New Zealand.
Bryce Davies. Senior Manager Government and Stakeholder Relations
I’m really proud of our work and I think the broad support we’ve gained shows we’re on the right
track. We have made a good start and I believe we have much more to offer.”
IAG formed Resilient
New Zealand in
partnership with
BECA, BNZ, the
New Zealand
Red Cross and
Vodafone to help
the country better
prepare for, and
recover from, future
natural disasters.
It launched its first
report, ‘Contributing
More: Improving the
role of business in
recovery’ in 2015.
We enable contributions.
Craig Olsen. Chief Executive
Craig Olsen believes a purpose-led company can contribute significantly to its people, its customers
and its communities.
“My first job in insurance was about supporting people getting back to work. It was a workers’
compensation scheme and unfortunately it sometimes involved having to sit down with families
whose husband, father or sister hadn’t come home safely from work that day.
That made a huge impression on me. It demonstrated not only the importance of health and safety in
the workplace but also the critical role insurance plays in people’s lives. In the years since, my belief
in the value of insurance has only strengthened. It’s why I’m passionate about what we do at IAG and
our purpose, which is to make your world a safer place.
This year I’ve focused on making sure our organisation is meeting our purpose. It’s meant making
some changes to how we do things and encouraging our team to check that everything we do – our
culture, our customer service, our community presence, and our partnerships – supports our goal
of making your world a safer place.
Achieving this requires all of us at IAG to play our part. It’s about creating a culture where all of our
people feel safe being themselves. It’s making use of our expertise in areas like reducing risk and
improving resilience, so our communities can grow and thrive. And it’s changing our products to
meet our customers’ evolving needs so we’re delivering better customer experiences.
We’ve made a great start and I believe the consideration we’re now giving to how we can even better
align all of our activities with our purpose will help ensure our future contributions are brought to life
for even more New Zealanders.”
!
31%
increase in hazard
reporting within IAG
from 2014/15 to 2015/16.
IAG’s purpose is to
make your world
a safer place. This
represents our
commitment to help
New Zealanders be
safer, stronger and
more confident. It
guides the decisions
we make, the actions
we take and the
customer experiences
we create.
25%
reduction in lost time
injuries within IAG from
2014/15 to 2015/16.
ACC
25%
reduction in
ACC claims
within IAG from
2014/15 to
2015/16.
We’re proud of our people and what we
do and believe these stories give you
a sense of what we stand for. If you’re
interested in learning more about
us, our stories or any of our 2015/16
financial year statistics featured inside,
we’d love to talk.
Contact us at [email protected]
or on 09 969 6000.
Physical 1 Fanshawe Street, CBD, Auckland 1010
Postal Private Bag 92130, Victoria Street West, Auckland 1142
www.iag.co.nz
IAG1736 11/16
IAG New Zealand