QBE transformation is an ongoing mission

QBE is on a mission to transform and Craig Mauger, Head of Sales and Relationship Management, is determined to empower his Queensland team with the culture, space and coaching to adapt, innovate and grow.

‘We’ve got an important role to play in delivering QBE’s 2021 AusPac plan, which is all about becoming stronger, simpler and more customer centred,’ Mauger says.

‘Our vision is to be the insurer that builds the strongest partnership with customers and provides its people the confidence to achieve their ambitions.’

GROWTH OPPORTUNITIES

Mauger says the QBE transformation agenda will continue to evolve in coming years and it will be critical to achieving this goal.

‘In the near future, that means turning our focus to organic growth opportunities and sustainability commitments, accelerating our talent and leadership strategy and embracing new technology - including expanding our data, AI and digital capabilities and platforms,’ he says.

‘It also means leveraging this technology and the customer and partner insights that come with it to help create seamless end-to-end experiences for our customers and partners.’

BUILDING THE NEXT PHASE

Mauger says there have been important conversations recently across the business about QBE’s long-term future and building the next phase.

‘My priorities are to help our people, and in turn our partners, evolve alongside and contribute to all this change in a positive way, as well as ensuring they are prepared for, and adapting to, our changing roles in this evolution.’

CHOSEN BY INSURANCE

Mauger, who was born in Canberra, moved to Queensland with his family when he was twelve so couldn’t imagine calling anywhere else home.

He says an insurance chose him.

‘When I left school, I was chasing a career in professional rugby league but after continuous reoccurring injuries I was steered in a different direction,’ he relates.

‘A friend of my sister’s recommended me for an entry-level job in insurance. At the time I was just looking for a job to pay the bills – but I got much more than that.

CONSTANTLY EVOLVING INDUSTRY

Mauger views his more than 27 years in a constantly evolving industry as an important opportunity to play a role in the Queensland economy, community and way of life.

‘The devastating north Queensland flood and cyclone events — as well as the recent widespread catastrophic bushfires — have naturally shone a spotlight on insurance and its importance in the context of natural disasters,’ he says.

‘In some cases, it’s clear that businesses and individuals aren’t insuring themselves for the correct value or failing to update their assets as things change and make new purchases.

‘In cases of significant losses this can leave people and businesses in highly vulnerable situations.’

ENGAGING ON UNDERINSURANCE

Mauger says QBE is working hard to engage with customers and educate them about underinsurance and it’s an ongoing process.

‘The correct insurance cover is critical for the sustainability of Queenslanders and its economy,’ he says.

‘It’s also important our customers and the community understand insurance, risk and how their policy responds in different scenarios, so they can make informed decisions around their coverage and insurance needs.

'We’re facing rapid change and disruption which means there’s the opportunity to build and tailor insurance that meets new needs.

‘There’s huge scope to expand our offering as new risks emerge in Queensland and beyond.

‘This is particularly the case in relation to changes brought on by the sharing economy, cyber, changing ways of working and the rise of AI, all of which are impacting Queenslanders.’

SHIFTING INSURANCE NEEDS

As new technologies are embraced by customers and businesses, and disruption continues, Mauger says insurance needs will change.

‘The distribution of some simple products will likely become automated and highly transactional but as new increasingly complex and new risks emerge – our people and partners will need to be more hands on than ever before.

‘It’s something we’re acutely aware of and our transformation strategy and agenda is building our capacity and capability around ensuring QBE and our partners are well placed to embrace this change,’ he says.

WORKING WITH GOVERNMENT

However, Mauger argues that it’s vital that QBE and the broader industry continue working with governments to develop workable and sustainable solutions for all parts of Australia that experience natural disasters to ensure insurance remains sustainable and accessible for all.

‘Meaningful change requires a greater focus on risk reduction, public mitigation and building community resilience,’ he says.

‘For example, pre-disaster mitigation such as flood protection infrastructure and improvements to properties can increase the resilience and reduce the risk of loss.

‘It’s complex – so it’s key that all levels of government work together to prioritise projects and examine ways to ensure fit for purpose buildings.’

CONSIDERING ALL THE OPTIONS

In support of this, Mauger says the industry is providing information to the Federal government about potential disaster mitigation focus areas and projects.

‘We also welcomed the Federal Government’s decision to earmark $50 million of the annual Emergency Response Funding scheme to pre disaster funding.’

There are also a range of other areas for consideration.

‘This includes exploring the appetite to consider recommendations to eliminate inefficient and counterproductive insurance taxes.

‘There is also opportunity for government and industry to collaborate on education campaigns to help householders understand risks and undertake mitigation initiatives.’

ENERGY CRISIS

QBE is also committed to playing a direct role in supporting the significant growth that is required in the renewable energy sector if the world is going to meet its emission reduction targets.

‘QBE is now carbon neutral and we have committed to using 100 per cent renewable electricity across our global operations by 2025, through the RE100 initiative,’ Mauger says.

‘Further, our Premiums4Good initiative, which directs a portion of premiums into investments with social objectives, directly supports projects addressing climate change and renewable energy.’

EMBRACING CHANGE

At the 2020 ANZIIF Queensland Business Breakfast, Mauger is looking to communicate that change is constant – and embracing it as individuals and teams will see us succeed.

‘There’s incredible opportunity in change and by wrapping your arms around it from the outset, you’re primed for a great spot in an exciting future,’ he says.

Hear Craig Mauger speak at the 2020 ANZIIF Queensland Business Breakfast.