Mutuals lead the way: positive workplace culture and customer experience in insurance

04 December 2025

The recently released Heartbeat of General Insurance Report 2025 by The Bridge International, in partnership with ANZIIF, provides valuable insights into the health of the insurance sector across Australia and New Zealand. While the survey focuses on general insurance, its findings are highly relevant to BCCM members, given the sector’s role in underpinning mutuals and member-based organisations. Encouragingly, the report shows that mutuals are setting benchmarks in workplace culture, customer experience and digital transformation – critical factors for sustainable growth and resilience.

Key highlights for mutuals and member-based organisations

• Workplace culture: All respondents from mutuals and member-based organisations described their workplace as “positive” or “very positive”, outperforming other segments. This reflects the strong sense of purpose and alignment typical of member-owned businesses.
• Customer experience leadership: Mutuals lead the market on customer experience, with more than half rated as outstanding or above average (Net Promoter Score above 50 and Customer Satisfaction above 80 per cent). Their deep member connection and trust continue to deliver exceptional engagement and loyalty.
• Future skills and digital transformation: Eighty per cent of mutuals and member-based insurers prioritise digital transformation and data strategy to strengthen engagement and operational efficiency. This focus positions them well to meet evolving customer expectations and competitive pressures.
• Leadership priorities: Mutuals emphasise customer-centric leadership and AI/data literacy as critical future skills, aligning purpose with emerging digital demands.
• Succession planning challenges: Despite these strengths, succession planning confidence remains low among mutuals (ten per cent), reflecting smaller talent pools and limited advancement opportunities – a key area for strategic investment.

The insurance sector’s health impacts the broader mutual movement. These findings reinforce the competitive advantage of purpose-driven organisations in delivering strong culture and customer outcomes, while highlighting areas for improvement in leadership continuity and talent development. For BCCM members, the message is clear: investing in people and digital capability will be pivotal for future success.

Read the full Heartbeat of General Insurance Report 2025 

Inquiries to ceo@bccm.coop