Sustainability at AA Insurance
We’re excited to release our first Sustainability Report and Climate Statements.
These reports aim to give our communities timely and relevant information about the progress we are making on our sustainability journey, including the climate-related risks and opportunities we face as a business.
Our year at a glance
17.9% reduction in emissions since FY20 baseline*
$548M total claims paid out to customers
78% employee engagement score
* AA Insurance has set a short-term science aligned greenhouse gas emissions reduction target. This covers scope 1, scope 2 and some scope 3 emissions categories, which we have been measuring since FY20 (as shown in our 2020 and 2022 CSR reports). Our is to reduce these emissions by 42% between FY20 and FY30.
Our sustainability strategy
We’re committed to meeting the needs of today, while ensuring we can be here for our people, customers and communities well into the future.
Our sustainability strategy covers three main pillars, ‘Protecting New Zealand’, ‘Thriving People’ and ‘Climate Resilience’ and aligns to AA Insurance’s vision – to earn the trust of every New Zealander by protecting what matters most. Our latest materiality assessment, conducted in April 2024, ensures we are focusing on the issues that matter most to our stakeholders.
Protecting New Zealand
“Provide insurance products and services that our customers value and trust”
FY24 Highlights
$548M total claims paid out to customers
Total claims received: almost 200,000
87 customer satisfaction score
62 NPS (Net Promoter Score)
Best Plain Language Document for Private Sector at the Plain Language Awards for our Working Towards a Resolution brochure
21 bots in operation saving more than 22,000 hours of manual processing effort across the business.
Thriving People
“Strengthen the long-term resilience of people, customers and communities”
FY24 Highlights
Five public education and safety campaigns to raise awareness of risk prevention
Two insurance sessions held for government stakeholders, in partnership with Suncorp New Zealand
100 beds donated to Variety – the Children’s Charity via Beds for Kids programme
Community partnership established with the Student Volunteer Army
Supported school sports via the Big Little Sponsorship for the fifth year running
96% engagement survey response rate
78% employee engagement score
49% of leadership positions are held by women
Gender Pay Gap: 12.95% (in favour of men)
Climate Resilience
“Support the transition to a low emission, climate resilient future”
FY24 Highlights
17.9% reduction in emissions since FY20 baseline*
92% Quality Repair Network satisfaction score
250 suppliers signed up to Supplier Code of Practice
Our sustainability pillars
Protecting New Zealand
The ‘Protecting New Zealand’ pillar of our sustainability strategy is about how we’re striving to provide insurance products and services that our customers value and trust. This means:
Finding innovative solutions to help New Zealanders reap the benefits of insurance as customer risk profiles change over time.
Opportunities to integrate and innovate technologies for the benefit of our customers and employees.
Ensure robust financial performance in a changing world so we are here for customers in the long-term.
AA Insurance Customer Service Centre video series
Our new four-part Customer Service Centre (CSC) video series aims to take you behind the scenes and show you what happens to your car once it arrives at the centre, how we get our cars repaired, some of the innovation happening within the motor industry and what happens to a vehicle once it’s been written off.
Quanton and AA Insurance develop bots to manage peaks in service demand
Automation continues to play an important role in our business and enables our people to focus on more complex tasks. This helps boost capacity during major events, such as the Auckland Anniversary floods and Cyclone Gabrielle in summer 2023.
Claims team of the year
In November 2023, we were please to win the Australian and New Zealand Institute of Insurance and Finance (ANZIIF) Claims Team of the Year, recognising our response to the major weather events of summer 2023 and our ongoing focus of delivering exceptional claims service.
Thriving people
The 'Thriving people’ pillar of our sustainability strategy is about how we’re working to strengthen the long-term resilience of our people and communities. This means:
Engaging with and empowering the local communities in which we operate.
Actively building a workplace that mirrors the diverse communities we work in and for.
Building a workforce with the skills, knowledge, processes and resources to tackle present and future needs.
Informing difficult insurance-related topics at a national level to help drive positive change.
Student Volunteer Army partnership
We’re thrilled to partner with Student Volunteer Army (SVA) to help engage with local communities to support community resilience against the impacts of climate change.
AA Insurance NZ’s first general insurer to take Pride Pledge
In a first for New Zealand general insurers, AA Insurance is delighted to announce it has taken the Pride Pledge.
Putting written-off cars to good use
We partnered with the United Fire Brigade Association (UFBA) in June 2024 to provide 24 written off vehicles for use in the Road Crash Rescue Challenge.
Read our blog article about UFBA’s Road Crash Rescue Challenge.
Climate resilience
The 'Climate resilience’ pillar of our sustainability strategy is about how we’re working to support the transition to a low carbon, climate resilient future. This means:
Measuring our carbon footprint and exploring opportunities to reduce emissions across our value chain.
Understanding the impacts of climate change on our business, customers and communities.
Working to ensure that the goods and services we purchase are made in environmentally and socially responsible ways.
Our response to climate change
Read AA Insurance’s Climate Statements which have been prepared in accordance with the Aotearoa New Zealand Climate Standards.
We have obtained independent assurance over the greenhouse gas (GHG) emissions disclosed within our Climate Statements.