Sustainability at AA Insurance
We’re excited to release our 2025 Sustainability Report and 2025 Climate Statement.
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
$532M in claims paid to our customers
83% employee engagement score
21.3% reduction in certain sources of emissions since FY20 baseline*
* This reduction relates to emissions categories covered by our 42% reduction target only. AA Insurance has set a short-term science aligned greenhouse gas emissions reduction target, covering scope 1, scope 2 and some scope 3 emissions categories that we have been measuring since FY20. Our target is to reduce these emissions by 42% between FY20 and FY30. For further information, see our 2025 Climate Statement.
Sustainability at AA Insurance
Our vision is to 'Earn the trust of New Zealanders and their communities to protect what matters most'. At the heart of this vision is how AA Insurance is adapting to the changing environment, how we are meeting customers’ expectations of us, and how we are responding to rapidly advancing technology across all aspects of our value chain. Over the past year, AA Insurance has focused on delivering strong outcomes under each of the three sustainability pillars: ‘Protecting New Zealand’, ‘Thriving People’, and ‘Climate Resilience’. We welcome the opportunity to share some of these highlights with you.
Protecting New Zealand
“Provide insurance products and services that our customers value and trust”
FY25 Highlights
$532M claims paid to our customers
Total claims lodged: almost 200,000
88.9% customer satisfaction score
62 NPS (Net Promoter Score)
Delivered phase 1 of our Digital Transformation Programme
Established our AI Centre Of Excellence
Named Claims Team of the Year for the second year running
Thriving People
“Strengthen the long-term resilience of people, customers and communities”
FY25 Highlights
83% employee engagement score
21,861 learning courses completed by our people
$40,000 in sports grants awarded to four primary schools nationwide through our Big Little Sponsorship
Partnered with the United Fire Brigades’ Association (UFBA)
Over 20% of our people volunteered with their local communities
57.48% of women in leadership roles
Gender Pay Gap: 12.48% (in favour of men)
Climate Resilience
“Support the transition to a low emission, climate resilient future”
FY25 Highlights
21.3% reduction in emissions covered by our reduction target since FY20 baseline*
31 hybrid vehicles and 2 internal combustion engine (ICE) vehicles retired from our vehicle fleet, 22 of which were replaced by electric vehicles
400+ employees signed up to our half-price public transport schemes
250+ suppliers signed up to Supplier Code of Practice
Establishment of our Customer Response Team (CRT)
Our sustainability pillars
Protecting New Zealand
‘Protecting New Zealand’ 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.
Claims team of the year - Two years in a row
AA Insurance has proudly taken home Claims Team of the Year for the second consecutive year at the 2024 New Zealand Insurance Industry Awards. The win recognises the team’s continued commitment to delivering exceptional, customer-focused service through its specialist claims model, strong partnerships, and a people-first approach.
Thriving People
'Thriving People’ 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 the Student Volunteer Army (SVA) to help engage with local communities to support community resilience against the impacts of climate change.
Read how we worked with the Student Volunteer Army in the Hawkes Bay region
Creating pathways through the trades
We’re committed to building real opportunities for young people and the future of the motor industry. Since 2017, our Sponsored Apprentice Programme has supported 18 young automotive professionals.
One of our exceptional wāhine apprentices, Sidney Clow from Matamata Panelworks, partnered with fellow tradeswoman Victoria Hine from A1 AutoFinish.
Their skills recently made a powerful impact beyond the workshop. Together, they restored and donated a car to Eastern Refuge Society, transforming technical expertise into tangible community support.
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 Brigades' Association (UFBA) in June 2025 to provide 72 written off vehicles for use in the Road Crash Rescue Challenge.
Climate Resilience
'Climate Resilience’ is about how we’re working to support the transition to a low emission, 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 people, 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 latest Climate Statement which has been prepared in accordance with the Aotearoa New Zealand Climate Standards.
We have obtained independent assurance over the greenhouse gas (GHG) emissions disclosed.