Insuring New Zealand

CEO, Amanda Whiting’s outstanding leadership was recognised in the wake of the devastating North Island floods and Cyclone Gabrielle during 2023.

Amanda was delighted to accept the Insurance Leader of the Year award on behalf of IAG at the New Zealand Insurance Awards hosted by the Australian and New Zealand Institute of Insurance and Finance (ANZIIF).

The annual event held in November celebrates the outstanding achievements of New Zealand insurance individuals and organisations.

Amanda was heralded for her work in the aftermath of the North Island floods and Cyclone Gabrielle. Judges described Amanda as a “visionary CEO with a track record of fostering innovations and diverse workplaces that deliver exceptional culture and customer-centred outcomes.”

She reflected on the significance of the 2023 weather events: “We received more than 50,000 claims from the devastating Cyclone Gabrielle and the North Island floods. Everyone at IAG came together to get our customers back on their feet and I am very grateful for their tireless efforts to support our customers. We also worked closely with Natural Hazards Commission Toka Tū Ake (formerly EQC), the Insurance Council of New Zealand, the broader insurance industry and local councils to help us deliver the best outcome for affected communities.” 

With over two decades of experience in the insurance industry, Amanda has held senior positions in both general and health insurance, as well as telecommunications. She has been instrumental in delivering the first automated insurance advice model for SMEs in Australia and leading award-winning customer experience teams. Her dedication to the industry is further demonstrated by her work on several internal and external boards and committees, such as the Climate Leaders Coalition, Global Women, and Champions for Change in Aotearoa New Zealand. 

AMI HomeHub opened its doors to AMI customers on 1 November 2023 to provide home repair services to customers in Tāmaki Makaurau Auckland, Ōtautahi Christchurch, Kirikiriroa Hamilton, and Te Tai Tokerau Northland.

This innovative offering aims to enhance the claims experience by providing efficient, high-quality home repairs. Streamlining the claims process from lodgement to initiating the repair, AMI HomeHub features an interactive customer portal where customers can track repair progress, upload documents, view trade bookings, and interact with the repair team.

Dean MacGregor, EGM Supply Chain and Hub Services, expressed excitement about the opportunities this new service brings: “Customers told us they wanted a more straightforward process with home repairs at claims time. We listened and created a new home repair service designed to provide a market-leading customer experience that is a first for a New Zealand insurer.”

AMI HomeHub marks a step forward in home repair services, offering a customer-centric experience that also supports sustainability through initiatives to reduce environmental impact. By virtually assessing around 50% of claims, they are reducing travel emissions. Around 70% of building waste is recycled and the Rosedale, Auckland site has installed a smart energy monitoring system to optimise energy efficiency.

AMI HomeHub CEO Paul Frazer says: “We have a vision to reduce claims timeframes and provide an exceptional customer experience through trusted tradespeople.”

Over the past year we have further expanded our Hub Services with the addition of three new AMI RepairHub sites across Auckland and Wellington. AMI RepairHub Ngauranga is our largest facility to date and stands as the inaugural site in the Wellington region. Newly opened in July this year, it enables us to extend our innovative vehicle repair services to a broader customer base. 

As we mark the 165th anniversary of NZI, we reflect on humble beginnings of what is now an innovative leader in business insurance.

Established in 1859, NZI is one of Aotearoa New Zealand’s oldest brands with a rich history that began granting insurance policies from a local office in Auckland’s Shortland Street to a population of less than 10,000.

In business 39 years before the first car arrived in the country, 29 years before the first public supply of electricity and 19 years before the first telephone call was made in New Zealand, NZI has always been there to support kiwi businesses.

Today, NZI has a team of 500 and a network of 3,500 broker partners, providing expert advice and insurance services to around 300,000 New Zealand customers.

NZI is committed to supporting businesses to address potential risks through solutions like their Fleet Fit programme, which provides enhanced safety and risk management for fleets around the country. The Fleet Fit team has also supported over a thousand truck drivers to take breaks and learn about driver fatigue at NZI Truckie Rest Zone events across the country since it started in July 2022.

NZI has addressed a growing risk of electrical fires to commercial properties through their Electrical Inspector programme. This year they have provided over 700 customers with free electrical inspections – potentially preventing around 2,700 fires through identification of defects.

Reflecting on NZI’s journey, Executive General Manager Garry Taylor says: “Over the past 165 years, NZI has been a constant presence, supporting businesses through the evolution of the commercial landscape. As we face new challenges, from advancing technologies to climate change, we remain committed to supporting businesses through innovation and risk management solutions.” 

Canstar judges name AMI as Car Insurer of the Year, as well as Outstanding Value Award winner. 

Visiting over 700 customers and identifying around 2,700 defects needing repair to avoid potential electrical fires.

During July 2023, we released several insurance education articles to help individuals better understand insurance concepts.

AMI relaunches its award-winning rescue service that is now available to all New Zealanders as a single, simple, standalone subscription.