Agility key in AA Insurance's consecutive New Zealand claims team wins

A solid team approach, grounded in a shared philosophy, is central to AA Insurance’s accomplishments, in New Zealand which have contributed to two consecutive ANZIIF New Zealand Insurance Industry Claims Team of the Year awards in 2023 and 2024.

“What sets us apart is our culture of collaboration,” says Cherie Barratt, Head of Claims Services, AA Insurance, New Zealand.

“We have a highly supportive and accessible team, which empowers us to make decisions quickly, and reduces risks. This model has allowed us to be more agile and responsive, ensuring that our customers are always the top priority.”

A shared purpose

In 2023, Barrat says the company’s focus was on ensuring customers were supported through two major weather events, while in 2024, showcasing its evolution in internal processes, "innovation and creativity was the priority. 

“By embracing automation, we were able to streamline administrative tasks, giving our team more time to focus on what truly matters: the customer,” she explains.  

According to Barratt, a successful claims strategy is clear, simple, and aligned with a shared purpose. “It’s crucial that everyone on the team understands the strategy — not just as a set of rules, but as a guiding philosophy. When everyone is on the same page and believes in the purpose behind their actions, it’s easier to make the right decisions for our customers,” she observes. 

Getting things sorted

At AA Insurance, the claims philosophy is centred on empathy, clarity and efficiency. “We live by our purpose: ‘to care, help and get things sorted’ for customers,” Barratt says. “This ensures that customers feel heard, supported, and cared for throughout their journey.” 

“Scaling up during weather events is one of our most significant challenges. The unpredictability of such events can create a lot of pressure on the team,” Barratt asserts.

Despite this, AA Insurance maintained high customer satisfaction scores through the record weather-related claims in 2023, and increases in premium costs due to inflation and reinsurance expenses. 

For Barratt, who joined AA Insurance in a junior admin role after leaving school, working in claims was an immediate fit. “The rewarding nature of helping people during challenging times is something that continues to inspire me every day,” she says.

Barratt’s optimism and pre-emptive, goal-oriented approach shines through as she highlights her team’s winning approach. 

“Because we are a purpose-driven team, we are always ready to step up. By keeping things simple and ensuring everyone is aligned with our core mission, we can respond quickly without compromising the quality of service,” she says. “The ability to scale without losing sight of our customer-first approach has been crucial to our continued success.” 

Inspired by one of her mentors, Barratt’s leadership is about nurturing the impact individuals can have, and the importance of understanding the “why” behind insurance claims work.

 “This has had instilled a deep and lasting sense of purpose on my approach to leadership, especially the way I empower my team and ensure that customers always receive the best care.”

Excellent customer feedback

Barratt and her team are incredibly proud of the customer feedback received, particularly the company’s NPS scores. “They reflect our commitment to delivering exceptional service, with a sense of urgency and a seamless experience for every customer.”  

She says delivering fast, accurate and customer-centric decisions has been instrumental in driving the success of AA Insurance’s highly knowledgeable specialist claims teams, who provide expert-level support to customers.

“Our greatest point of difference is human connection and quick, practical assistance at claims time,” Barratt explains. “Our teams specialise but are also equipped to support customers across the claims journey. We flow resources where customer need is greatest, with regular claims huddles bringing teams together to solve complex customer claims.”

According to Barratt, the adoption of modern technology is yielding great results. “Investment in automation software has saved the company more than 15,000 hours of manual effort, freeing up team members to focus on supporting customers experiencing vulnerability,” she says. 

“Our ability to blend innovation and unique partnerships with a customer-first approach has undoubtedly been a major factor in our two award wins.” 

Partnerships include teaming up with Drive Group to open collision repair centres in East Tamaki and West Auckland, which is on track to halve average repair times. 

Diversity a given

Barratt also points to diversity as an important strength within the Claims team. "For example, the company's Employee Action Groups (EAGs) drive a range of activities to enhance the sense of belonging," she says.

Its rAAinbow EAG has supported the business to take the Pride Pledge - making AA Insurance the first general Insurer in New Zealand to do so.  The Wāhine EAG supports projects to foster women’s visibility, including hosting IWD panels and events.

Arawa Hōkūle’a (Māori and Pasifika) has supported Matariki and te Wiki 0 te Reo Māori, and translated communications, while Neurodiversity EAG has developed training and tools to promote ADHD, Dysgraphia, Dyslexia, Dyspraxia and OCD awareness.

"Such initiatives underpin staff satisfaction, with data to show employees feel they can be their authentic self at work including equitable opportunities to succeed at the company."

Validation for hard work and dedication

Winning the ANZIIF awards has been a huge confidence booster for the team. 

"It's an external recognition of the hard work we put in every day, and it drives us to keep improving,” Barratt enthuses.

“It’s a testament to the dedication, passion, and innovation of the team, including their commitment to customer-centricity, embracing technology and continuously streamlining internal processes. 

She adds that the awards highlight how success is driven by a clear strategy, empowered teams, and a customer-first approach that resonates deeply with both employees and customers.”

Barratt urges New Zealand insurance professionals to make a submission for this year’s awards. 

“Submitting for an award can feel overwhelming, but I encourage you to focus on the passion behind your work,” she advises. 

“Think about what drives you and what excites you about what you do. Sharing those stories, both the challenges and the successes, can make a significant difference not only for your team but for the wider industry. 

“The recognition that comes from awards like these can be transformative for your business and team morale,” she adds. “Don’t hesitate to put yourself forward and share your journey.” 

Submit your team for this year's New Zealand Industry Awards