Insurance professionals across Australia and New Zealand are being asked to share their perspectives on how the industry is changing, with a new Heartbeat survey now underway.
The initiative is a joint effort between The Bridge International and the Australian and New Zealand Institute of Insurance and Finance (ANZIIF), aiming to capture views on customer experience, workplace culture, and commercial pressures.
For The Bridge, the survey builds on years of research into insurance trends, but this marks the first collaboration with ANZIIF to involve its members directly. Responses will form the basis of an anonymised report to be shared with participants and the wider industry.
Stuart Brown, partner and practice lead general insurance at The Bridge, said the value of the survey lies in hearing from people across the sector.
“It is important that we engage people who work day in, day out, in the industry, on their views about the strengths, weakness, opportunities and threats facing the industry, across the end to end value chain and across the entire insurance ecosystem,” Brown said. He also noted the need to track “customer, culture and commercial trends and disruptions at play, what is exciting and worrying people and what are the key investments required” to address them.
Mark Silveira, general manager for industry engagement at ANZIIF, said the partnership aimed to ensure member input shapes future planning.
“It is great to work closely with The Bridge international on this survey and tap into their experience as practitioners, not just advisors,” Silveira said. “We encourage all our members to participate, so they have their say, identify the skills and capabilities they believe they need now and in the future and help shape our leadership, training and development programs.”
The survey will also focus on how the industry is performing from a customer’s perspective, with feedback sought from employees working directly with policyholders. Brown described the research as “a timely opportunity to take the pulse of the insurance sector,” stressing the importance of hearing directly from those on the front line.
The Heartbeat survey is expected to take five to 10 minutes. All responses will remain anonymous and aggregated at an industry level. Participants will be given a summary of the results and invited to a webinar that will explore the findings, including insights into leadership, training, and development needs for the sector.
